Transformed and grew the Customer Success Engineering team based out of APJ into a global team providing 7/24/365 support & services to enterprise customers across 37 countries. Foundational to this transformation was establishing an operational execution & measurement culture based on data-driven decisions that drove significant improvements in case handling efficiency, quality of customer experience, and product improvements. :- Grew the case resolution volumes out of APJ team from 35% to 80+% over 3 year period.- Consistent improvement in CSat scores from 4.3/5 to 4.6/5 during the same period.- Grew global Support margin from break-even to 70+% on a consistent basis- 300% increase in support capacity achieved through a net increase of 60% cost- Achieved 32% case deflection ratio through moving to self-service model by customers- 60-70% of repeat revenues from existing customers every quarter.

Responsible for the Non-US hours' support (follow-the-sun model) for Global Support, with Primary Support responsibility for APJ Customers.Responsible for all PS (consulting & Implementation) and Partner enablement & engagements within APJ region.

Set up and grew the India Operations to a 500+ member team that delivered a full range of complex Infra (DC/Cloud) & Application Support & Development services to Sungard AS’s global clientele operating in 70+ countries. In addition, I launched and grew India's business for SungardAS's market-leading BCM/Recovery services to a >$5+million ARR within a span of 2.5 years.

Managed a 400+ member globally dispersed (US, Slovakia, India, China, HK, Australia, Singapore) team that delivered Managed Network Services (MNS) to global customers of AT&T and IBM's customers in the Asia Pacific (APAC) Region. In addition, I set up and grew a 100+ member Offshore team from scratch for MNS teams that supported the US and EMEA regions. - Planned & executed integration of IBM's 180 member APAC team operating out of 27 different locations in Asia, into AT&T seamlessly without impacting any delivery commitments to IBM's customers.- Led the definition and negotiation of MNS outsourcing contracts with India's BIG 3 outsourcing firms and boot-strapped a 100+ MNS member team out of TechMahindra/Satyam out of India.

Setup India operations for USinternetworking, Inc (USi) in April 2004, now renamed as Hosting & Applications Services (H&AS) business unit within larger AT&T. The India entity consists of 600+ people across two operational delivery centers located in Hyderabad and Bangalore.In this role, I reported directly to the VP & CEO of H&AS and held overall responsibility for the entire operation and success of delivery of Professional Services, Application Support and Infrastructure Management services on a 7/24 basis for ERP (SAP, Oracle, PeopleSoft, Ariba & Seibel) & eBusiness (eCommerce, Hosting, Security) applications out of India for AT&T’s global customers.

Founded and built, within a span of 2 years, one of the premier BPO/ITES training and consulting outfits in Hyderabad with the primary objective of servicing all the training and transitory needs of multi-national companies within the IT/BPO space in India. Some of the key accomplishments are:• Our client list included global companies like Dell, Deloitte Consulting, GE Capital, Neoteris (Now Juniper Networks), Zustek, Infotech Enterprises, Apollo Hospital Group in addition to a number of other domestic clientele.• Trained close to 2000+ professionals within the BPO industry through our training programs. For Dell alone we have designed and delivered training programs for about 500 employees within diverse process like – US Technical Support, EMEA Customer Care, US Corporate Collections, EMEA Corporate Collections and Australia & New Zealand Corporate Collections.• Successfully streamlined and stabilized a business critical BPO process consisting of 70 engineers at Zustek – a company that provides fully outsourced email based customer interaction services on behalf of blue-chip clients like AOL Time Warner, Sony entertainment, Diners Club etc.• Assisted in the migration and staffing for 3 different Corporate Collections processes from Dell US, EMEA and Australia regions to India through direct interaction with the migration teams in Dell’s respective regions by defining and executing their hiring and training requirements in India.

Marimba's enterprise systems management software product line helps IT departments at Global 2000 companies to take control and better manage their global IT assets (i.e. desktops, servers, and PDAs) remotely and efficiently at significantly reduced IT cost. Responsible for Partner enablement & solution engineering for sales of Marimba products within the Asia Pacific Region. Countries covered in the role are Singapore, Australia, New Zealand, S. Korea, and Japan.- Drove an annual revenue of US $1.8 million (90+% of the quota) despite a woeful economic climate caused by "Asian Flu" and subsequently "9/11".• Recruited & trained 4 resellers in Japan, S. Korea, Singapore, and Australia and helped build a healthy pipeline.

Led the pre-sales engineering team with responsibility for all the technical selling, solution design, account management, and post-sales delivery management for all the solutions sold to our enterprise customers within the Western US (west of Mississippi).-Multi-million dollar wins at Charles Schwab, ADP Dealer Services, Washington Mutual, Cisco Systems, Nortel Networks, GTE, Exodus, Electronic Arts, etc.- During my first full year of managing this team, I helped grow sales by 200% from the previous year and 100+% every year after.

In this Pre-Sales & Technical Enterprise Account Management role, I was responsible for defining the technical sales & support strategy for Sun products/services into key customers within the Silicon Valley region. Some of the key achievements in this role were:- Singlehandedly took over and managed a failing OS Evaluation cum Migration effort (SunOS 4.x to Solaris 2.x) at Cisco Systems and turned it around within 3 months. This key win led Cisco to adopt Sun hardware as the "preferred development platform" for all of Cisco Engineering divisions. Over the next 3+ years grew Cisco's revenue to Sun from $3+ million/year into a top 10 customers for Sun at $45m/year.- Was handpicked to lead a difficult & year-long Technical selling campaign at @Home Network (thatpioneered the internet over cable service within the US) which after many twists and turns ended up in a $20+ million dollar order for Sun Servers and Software spread across 2 years.

As an individual (and the only) contributor for the first 2 years and subsequently as the manager for the day-to-day operations for Network & Computing Services (NCS) team which is tasked with supporting the entire worldwide corporate compute & network infrastructure in a hyper growth company consisting of 1000 Sun & Macintosh machines spread out across 7 worldwide sites.