Sudarsanan Kesavan Email & Phone Number

Bengaluru, Karnataka, India

• Leading and managing a global L2/L3 support team of over 25 members, ensuring round-the-clock support for the product line.• Overseeing hiring strategies and implementing key performance indicators (KPIs) to enhance customer satisfaction.• Responsible for managing and allocating the department's budget, optimizing resource use, and reducing operational costs.• Developing a deep understanding of AI/ML-based tools and edge computing devices, bolstering support for telematics and related products.• Focusing on nurturing and developing top talent, leading to increased employee satisfaction and engagement.• Demonstrating experience in managing large teams and consistently exceeding performance targets.

• Managed a diverse team of 10+ technical support professionals, focusing on quality and timely resolution of customer issues.• Implemented key performance indicators (KPIs) to monitor team performance and enhance customer satisfaction.• Developed an in-depth understanding of AI/ML-based tools and edge computing devices to improve support for telematics and related products.• Nurtured and developed talent within the team, leading to increased employee satisfaction and engagement.• Consistently exceeded performance targets, demonstrating effective team management skills.

Bengaluru, Karnataka, India

Bengaluru Area, India

Lead, Mentor, and Manage L3 support team of 10 across the globe to provide 24/7 support for Dell SaaS tools (Dell SupportAssist)To build and Manage a multi-layer team and manage performance through on-the-job coaching and mentoringTo work directly with Product Specialists / Technical Account Managers for customer issuesDevelop a proactive mechanism to reduce TAT for the customer escalations Work with L2 support and customers directly to troubleshoot customer issues Act as a liaison between customers and the Product Engineering team for a faster customer resolutionProvide feedback to management concerning possible product defects and enhancements Participate in Customer Validation Testing

Bengaluru Area, India

Projects Lead:DELL SupportAssist:Dell SupportAssist is a software application that transparently collects information about your computer hardware and software, and automatically creates support cases for you when issues arise. This helps Dell to provide you with an enhanced, personalized and efficient support experience. Dell uses this data to help solve common problems and to design and market the products and services features you use mostDell System E-Support Tool (DSET):Dell System E-Support Tool (DSET) is a system management based inventory collection tool which provides the ability to collect hardware, storage and operating system information from a Dell PowerEdge server.Support Live Image (SLI):Support Live Image is a compilation of common support, serviceability and update tools for your PowerEdge, PowerEdge C and PowerVault products on a CentOS Live imageFile Upload Server (FUS):File Upload Server is RestAPI based back-end to upload support and services related files to DELL customer support.

Bangalore, India

Performance Testing: (Jan'11 - Nov'12)• Running competitive benchmark on latest & upcoming, Desktop & Laptop platforms against equivalent competitor platforms• Providing optimization inputs on beta applications to the Software Vendors• Providing inputs to the marketing teams on the win areas for sales pitch, fliers and video presentationsWindows Device Driver QA: (May'09 - Dec'10)• Handled SATA and other chipset drivers functional and performance testing for Desktop & Laptop platforms• Involved with SITR (Software Integration Testing and Release) team which integrates all AMD tools & drivers and tested on Customer target platform• Handled AMD Server platform validation testing and manual functional testing of Storage drivers and tools in Windows• Deployed and maintained Test Automation Framework Infrastructure and Automated Multi-boot OS Installation Infrastructure for the entire QA team

Bangalore, India

• Planned, Deployed and Maintained two new Labs for the entire software team and provided lab support for 100+ engineers• Handled bring up, upgrade, OS installation and maintenance of various Desktop, Laptop and Server platforms• Responsible for troubleshooting problems pertaining to BIOS, hardware errors, OS errors, Performance Tuning, Network Administration, Application Conflicts and System Bugs on all the lab platforms

Bengaluru Area, India

• To evaluate AMD based Desktops and Server products with different Benchmarking tools• Conduct and hold periodic technical trainings, focusing on Technology, Product Features and Roadmaps to the customers and AMD’s partner community

B.Tech, Computer Science

Diploma, Computer Engineering

Secured First Place at the State-Level Technical Paper Presentation on “BIO-INFORMATICS”. Ranked first in Project during Diploma.