Sonali Gupta Email & Phone Number

Palo Alto, Ca, Us

• Strategic Service Readiness Leadership: • Managed and administered all aspects of Service Readiness for Disaster and Ransomware Recovery and Data Protection, ensuring operational scalability and customer satisfaction. • Enabled downstream organizations (GSS, CS, PSO) for seamless operational scalability and alignment with business objectives.• Operational Scalability and Gap Identification: • Identified and closed gaps in operational scalability from pre-ship to End-of-Life (EOL). • Proactively assessed base product alignment, serviceability, and deployability factors to strategize for new skills and deployment models.• Full Lifecycle Management: • Led Service Readiness initiatives from pre-ship to EOL, ensuring alignment with business strategies. • Defined deployment/support models, KPIs, and training teams for optimal performance.• Deployment Model Formalization: • Spearheaded efforts to formalize deployment models with Service Level Agreements (SLAs). • Coordinated readiness efforts across teams and managed EOL parameters effectively.

Santa Clara, Ca, Us

• Product Leadership: • Led multiple products for the Support Readiness Team, including SRR Workspace, Feature Tracker, Action Tracker, and Skills and Competencies Management. • Oversaw development and implementation to meet customer needs and business objectives.• Cross-Functional Leadership: • Provided cross-functional leadership throughout the product lifecycle, ensuring alignment with company goals and standards. • Involvement in planning, executive reviews, Quality Engineering (QE), Technical Support Reviews (TSRs), and Architecture Review Board (ARB) sessions.• Roadmap Influence: • Influenced products/features roadmap through feature risk analysis from customer and support perspectives. • Resulted in the development of impactful features and enhancements.• Aligned Support Objectives: • Delivered support objectives closely aligned with business goals and strategies. • Ensured support services were in sync with company's overall direction and priorities.• Team Leadership and Management: • Established and supervised a team of 12 engineers across diverse locations. • Provided leadership and guidance to ensure optimal performance and collaboration within the team.• Customer Engagement Strategy: • Spearheaded a long-term communications strategy aimed at enhancing customer engagement and satisfaction. • This initiative fostered stronger relationships and improved overall customer experience.• Process Improvement: • Introduced and implemented new processes that resulted in a notable increase in support engineer efficiency. • These streamlined processes led to enhanced productivity and service delivery.

Foster City, California, Us

• Strategic ITSM Vendor Selection: • Key decision-maker in selecting ServiceNow as the ITSM vendor, significantly improving service delivery and operational efficiency.• Comprehensive ServiceDesk Management: • Managed and supported multiple ServiceDesk platforms and products, ensuring alignment with company policies and industry best practices.• System Architecture and Optimization: • Architected and approved system designs that led to notable performance improvements and cost savings.• Gap Analysis and Solution Design: • Conducted reviews of functionality and technology gaps, implementing solutions to enhance system performance.

Houston, Texas, Us

• Innovated New Product: • Developed "Gaming using SLA," a revolutionary product within IT Service Management (ITSM) to elevate customer experience.• Directed Service Request Management: • Led design and development of Service Request Management product to meet customer needs and business objectives.

Us

• Oversaw Operations: • Directed and managed IT, HR, finance, legal, immigration, and general administrative functions for smooth business operations.• Guided Strategic Growth: • Led strategic success from startup to acquisition by Idhasoft, Inc., executing growth strategies and operational plans.

Houston, Texas, Us

• Directed Crisis Management: • Spearheaded the design and development of the Crisis Management product, overseeing its entire lifecycle from conception to launch. • Led cross-functional teams, defined requirements, and ensured alignment with customer needs and business objectives.• Developed and Implemented Robust Solutions: • Architected and led the development of comprehensive solutions, including Crisis Management, Approval Engine, eProcurement, Expense@work, Change Management, Asset Management, Help Desk, and Service Level Agreements products. • Utilized Agile best practices to ensure efficiency and adaptability.• Collaborated Across Cross-Functional Teams: • Partnered with diverse teams including sales, marketing, technical publications, quality assurance, pre-sales consultants, support, training, and professional services. • Facilitated the delivery of high-quality products and effective training programs, fostering a cohesive and successful project environment.