Sunil Venugopal Email & Phone Number

Redmond, Washington, United States

• Driving data and telemetry efficacy by tracking and reporting on key metrics like Average Handle Time (AHT), Time to Close, Throughput, for helping measure the impact of productivity improvements for support agents using Copilot in Dynamics 365 Customer service.• Spearheaded a team of data engineers and analytics in development and launch of successful data products focusing on getting insights into Customer and Agent experience in support of moving the third part contact center voice support solution to inhouse solution utilization 1st party Microsoft product offering, enabling an annual savings of ~$25M.• Collaborated with stakeholders to define product roadmaps, prioritize features, and set strategic direction based on extensive research and customer interviews & feedback.• End-to-end Data + Analytics delivery execution ownership and optimization of scenarios, features, sequencing, prioritization etc. • Work with multiple stakeholders across cross-dependent teams to author scenarios and feature definitions and guide user stories to drive on-time delivery.• Collaboratively design and document the data product artifacts required by the team.• Ensure technical documentation is readily available for data products produced and that value is communicated to key stakeholders.

Greater Seattle Area

Program Manager with One Voice team within SxG team that is responsible for building and managing the critical products and services that enables Microsoft customer support interactions. As part of this role primarily responsible to support the need for their data, analytics, and reporting needs by running multiple enterprise level projects. Some of the key responsibilities includes. Being trusted advisor – Owning tracking, prioritization, and rationalization of customer, business, and technical requirements for the data and reporting workstream.  Provide oversight, governance, and direct leadership to ensure project related to reporting meets defined scope, cost, and schedule commitments. Cross team collaboration – Works closely with engineering and technical teams to bridge customer requirements into practical solutions. Effectively partners with other team members to ensure a collaborative work environment that is focused on customer and team success. Strategic thinker - Envisions the future needs of service delivery and brings forward recommendations for improvements that the joint team can collaborate on for future success. Participate in developing the service lifecycle - Reviewing customer requirements, designing/building integrated solutions on new or existing technologies, supporting deployment/implementation, and providing ongoing support of the solutions. Collaborate with engineering and data science counterparts to drive the right technical design and tradeoffs necessary to meet customer goals. Lead Business Reviews along with Semester planning, key stake holder communication and Risk Management Coach other PMs to be customer-focused, striving hard to understand the true problems that needs to be solve for Microsoft along with articulating what a successful solution looks like Responsible to work with leadership team to draft the Objectives, Key Results, and the associated Scenarios for the semesters.

Greater Seattle Area

Responsible for leading the Portfolio and managing multiple Programs and Deployment projects in the Network space within Network Infrastructure Services Team· Service Portfolio Lead for managing the book of work across the whole Service Provider Core Service Line within Network Infrastructure Services Org. · Cisco Network End of Life Refresh Project: Lead the project for 150+ sites globally with a budget of about $5M successfully with a team of about 10 project managers· Global Priority List (Corporate Circuit Upgrades): Implemented bi-annual program for bandwidth upgrades. · RE&F Program: Created a Single Engagement Process for RE&F to initiate all requests that needs IT engagement· Global Wireless Upgrade: Managed multiple wireless infra projects globally to move from legacy infra to the latest technology. · Lead project to have the WAN backbone(50+ upgraded globally to 10G. · MCIO Engagement: Created the engagement model along with setting up the relationship between MCIO, Cisco and NIS to help with deployment of the MCIO datacenters globally · Manage Cisco Portfolio agreement renewal working with Cisco and procurement teams· Help with creating and standardizing PMO Reports and Templates including the budget review tracker

Greater Seattle Area

Responsible for managing projects in the Network Wired Service within NIS· Quality of Service Compliance Service Improvement Plan · B34 Network Performance Service Improvement Plan· Network Out of Band Improvement Plan· LAN Looping Service Improvement Plan· Offsite Facilities Service Manager: Responsible for setting up the Nokia, San Diego Offsite facility setup along with the Certain Affinity, HCL Redmond OFs that helped product group such as windows phone group to effectively outsource

Bengaluru Area, India

Responsible for the Microsoft Offsite Facilities (around 25 vendor partner facilities) operations across India and Sri Lanka· Accountable for all the operational issues at the OF sites leading a team of 4 vendor engineers· Project Management – Managing end to end infra projects in India and Sri Lanka· Business Reviews – Conduct regular vendor reviews against some key KPIs. · People Management · Budget Planning for the yearly budget forecast. · Process Improvement

Bengaluru Area, India

Accountable for operational IT delivery in the sub regions also accountable for the day-to-day perception and operational performance of IT · Infrastructure Project Delivery of Infrastructure and Telephony projects· Project Management · IT agility and issue resolution· Technology Evangelism· Owning the one to many client relationships for local sites. · Budget Planning

Bengaluru Area, India

Responsible for the Operational Infrastructure support at Microsoft Facility · Escalation contact for Tier 2 for the local IT help-desk in Global Technical Support Center· Responsible for conducting the Microsoft IT New Employee Orientation for the new employees · Escalating and coordinating issues with Network Operation Center team · Coordinating with PMs and Regional Site Managers for delivering Infrastructure projects

Bengaluru Area, India

Responsible for the Tier 1 support at Microsoft Facility · Managing and leading local IT helpdesk @ Microsoft· Coordinating PM and RSM for delivering Infrastructure projects

Mumbai Area, India

Responsible for PC hardware, printers install and troubleshooting including customer place visit and helping install networks

Digital Electronics, Digital Electronics

High School