Pavan Vallamsetty Email & Phone Number

Bengaluru, Karnataka, India

• Conduct regular team meetings and one-on-one sessions to provide guidance, feedback, and training to the Technical Support Engineers• Develop and maintain training materials and resources for the team to ensure continuous improvement and development of technical skills • Collaborate with the HR department to recruit and onboard new Technical Support Engineers, ensuring a smooth and efficient onboarding process • Continuously monitor and evaluate the performance of the team, providing regular performance reviews and constructive feedback • Implement and optimize support processes, including ticket management and knowledge base, to improve efficiency and quality of support • Analyze customer satisfaction feedback and metrics to identify areas for improvement and implement strategies to enhance overall customer satisfaction • Work closely with the Engineering team to identify and prioritize bug fixes and product improvements based on customer feedback and support team observations • Collaborate with the Sales team to understand customer needs and provide support during pre-sales activities, ensuring a smooth transition from sales to support • Stay up-to-date with the latest industry trends, technologies, and best practices in technical support management and implement relevant changes to improve team performance and effectiveness.

Bengaluru, Karnataka, India

• Lead L1 and L2 storage support teams for Intelliflash and Nexenta products .• Collaborated with cross-functional teams to ensure smooth operations and efficient workflow. • Developed and implemented training programs for storage support teams to enhance technical knowledge and customer service skills. • Conducted regular performance evaluations and provided feedback to team members to drive continuous improvement.• Promoted effective communication and knowledge sharing within the team and across departments. • Acted as a key point of contact for customer escalations, ensuring prompt resolution and customer satisfaction. • Utilized analytical tools and techniques to analyze data and identify areas for process improvement and cost reduction. • Collaborated with Sales teams to identify customer needs and provide technical expertise in sales engagements. • Supported product launches by providing technical support and training to Sales teams and customers. • Maintained strong relationships with customers and stakeholders, fostering trust and loyalty.

Bengaluru, Karnataka, India

• Lead Technical Support Managers leadership team handling Intelliflash and ActiveScale product support services.• Handling Intelliflash and ActiveScale product escalations and driving those to closure in timely manner.• Weekly calls with sales leadership to understand field challenges and assistthem to be more successful.• Working closely with engineering teams to improve product features.

Bengaluru, Karnataka, India

• Lead storage support team of 30 engineers.• Single point of contact for support escalations from India.• Maintaining 24 x 7 support operations.• Handling support escalations and driving them to closure.• Analyzed and developed service goals for in-bound solution center.

Bengaluru, Karnataka, India

• First storage support engineer in the support team.• Providing remote assistance to customers with storage queries.• Handling business critical escalations and engaging other teamsappropriately so customer environment is online with less outage times.• Driving support escalations to closure and sharing continous feedback toengineering teams for improved product quality.

Bengaluru, Karnataka, India

• Consolidation of physical environments into Virtual by working in liaison with the field teams.• Provide pre-sales and post sales contractual support to VMware enterprisecustomers.• Work independently and as a member of a team of consultants onengagements with customers, often in a technical leadership role.• Work as a technical backend for the pre-sales teams to provide solutions and run successful proof of concepts.• Collaborating with VMware partners such as EMC, Dell, HP and EqualLogic to provide speedy resolutions to customers.• Handling Business Critical customers.

Bengaluru, Karnataka, India

• Providing Remote Assistance for Desktops pavilion and Presario PC'sthrough chat medium to North America customers (6J-Non-Voice).• Got promoted to Server support team through IJP process.• Providing Remote Assistance over phone (ISS-Voice) to customers havingProliant (DL and ML) servers.• Handing service tickets and Elevate / Escalate calls/customer issues in atimely manner.• Lead PPMD project to reduce part dispatches which increasestroubleshooting accuracy and helps cost to the company.

Master Of Business Administration - Mba, International Business

Bachelor Of Science (Bsc), Mathematics And Computer Science

Board Of Intermediate, Mathematics And Computer Science