Sandeep Melepunathil

Consultant

London, England, United Kingdom16 yrs 8 mos experience

Highly Stable

Key Highlights

Expert in Nutanix technologies and customer success.
Proven track record in technical support and consulting.
Strong focus on automation and continuous improvement.

Stackforce AI infers this person is a SaaS expert with a strong focus on customer success and technical support.

Contact

sandipmasquez@gmail.com LinkedIn

Skills

Core Skills

Customer SuccessNutanixReliability EngineeringProduct ManagementTeam ManagementVmware

Other Skills

Attention to DetailAutomationBug TrackingBuild Strong RelationshipsCloud ComputingCloud-Native ApplicationsCloud-Native ArchitectureConfluenceCustomer ExperienceCustomer Relationship Management (CRM)Customer RequirementsCustomer SatisfactionCustomer Satisfaction (CSAT)Customer SupportData Analysis

About

I'm a customer-centric technical consultant with a strong foundation in Nutanix technologies, specializing in HCI, virtualization, Kubernetes, storage, disaster recovery, and migration. I’m passionate about bridging the gap between users, support, and product teams to drive seamless experiences and lasting customer success. With a proven track record in technical support and consulting, I focus on simplifying complex systems, optimizing product usability, and driving continuous improvement. I bring hands-on expertise in troubleshooting, incident management, defect triaging, and advocating for product enhancements based on real-world feedback. I actively use automation tools like PowerShell, Python, and REST APIs to streamline operations and improve service delivery. I’m also well-versed in tools such as Salesforce, JIRA, Confluence, Slack, Tableau, Snowflake, Excel, and Dremio, enabling efficient collaboration and data-driven decision-making. I thrive in dynamic environments where technology, strategy, and customer needs intersect and I'm always looking for new ways to create value through innovation, empathy, and execution.

Experience

16 yrs 8 mos

Total Experience

2 yrs 9 mos

Average Tenure

Current Experience

Cognizant

Customer Success / Technical Account Manager / Consultant / Post Sales

Dec 2023 – Jun 2025 · 1 yr 6 mos · London, England, United Kingdom · Remote

Take handoff from the Account Executives and assist prospects with faster deployments and all additional requirements in the POC stages and help the sales team in successfully closing the deals
Designed and implemented Nutanix solutions based on customer requirements, and provided support during deployment and configuration.
Monitoring, Installation, Configuration, Administration, Troubleshooting, and Maintenance of Nutanix System.
Build and configure Nutanix cluster as per the company standards
Setup Nutanix / Traditional Kubernetes clusters as per customer requirements and install applications in it.
Involve in the design review and upgrade plans.
Verify the hardware, update configuration, and perform firmware updates
Install Nutanix AOS and ESXi
Regularly check the environment and make necessary changes
Proactively identify issues, troubleshoot, and fix them.
Automate repeated tasks to improve efficiency and avoid human errors
Create/update Knowledge base and troubleshooting guides after root cause analysis
Conduct regular follow ups with customers and assist incase of any issues and share necessary feedback to the internal team for improvements.

Customer SuccessNutanix Acropolis (AOS)Reliability EngineeringVMwarePowershellTAM+22

Career break

Relocation

Oct 2023 – Nov 2023 · 1 mo · London, England

Daffex ltd

Consultant

Mar 2023 – Present · 3 yrs 2 mos · London Area, United Kingdom · Remote

Nutanix

5 roles

Staff Serviceability Engineer

Jul 2022 – Sep 2023 · 1 yr 2 mos

● Successfully diagnosed and resolved complex customer issues in the field, maintaining a high customer satisfaction rate (90+ NPS score). Remotely helped customers in solving issues including availability (services/vm/hardware/network etc), installation, configuration, upgrades, patching (conducted security scans and audits using tools such as Nessus, identifying vulnerabilities and recommended mitigation plans), migration tasks.
● Demonstrated expertise in technical program management, working directly with software engineering teams. Played a pivotal role in coordinating and managing projects, ensuring seamless collaboration between engineering, product management, and other stakeholders. This experience further strengthened the alignment of product development with customer needs and market requirements.
● Regularly conducted a comprehensive analysis of the customer base, leveraging telemetry data and incoming support case trends, utilizing analytical tools such as Snowflake, Dremio, and Tableau and based on the results, collaborated closely with cross functional teams,including Product Management, Release Management, Engineering, and QA to ensure that product enhancements , new features and customer found issues were strategically planned to meet the evolving demands of the customer base. This initiative resulted in a significant reduction in field service calls and improved the product quality.
● Focused on critical defects/improvements prioritizations resulting in a 95% resolution rate within the next available release cycles and ultimately enhancing overall product stability.
● Led pre-release software validation / testing efforts, identifying and mitigating potential failure scenarios, leading to a reduction in post-release issues.
● Collaborated in product/feature design reviews across all release gates and enforced coding standards, leading to reduction in post-release defects,low user experience issues and improving product quality / reliability.

Customer SuccessReliability EngineeringVMwareSnowflakePowershellJira+41

Manager,Support Readiness (Serviceability)

Nov 2020 – Jul 2022 · 1 yr 8 mos

● Lead a specialized global team of Staff and Senior Support Readiness Engineers, responsible for addressing technical escalations, sharing and providing input on product quality, case deflection, and SRE/Technical Support productivity.
● Collaborated with Leaders and Execs in Engineering, Product Management, and Support Management, to drive improvements with products, people, processes, and technologies.
● Share data on trends, stats, adoption, and feedback on support cases, with engineering, knowledge base, and portal teams to drive improvements in product quality to improve total customer experience and deflect cases.
● Orchestrated team-building activities, training sessions, and conducted performance appraisals.
● Played a role in promotions and the hiring process.
● Fostered a positive and productive team environment to ensure our collective success.
● Facilitated regular one-on-one and group meetings to align the team with the company's vision.

Customer SuccessReliability EngineeringVMwareTAMTeam BuildingNet Promoter Score+23

Sr. Serviceability Engineer

Promoted

Aug 2019 – Nov 2020 · 1 yr 3 mos

● Remotely troubleshoot, debug, and diagnose customer issues.
● Collaborate with technology partners (e.g., VMware, Microsoft,HPE,Cisco,Lenovo,Dell) to resolve cross-vendor issues and push improvements in the ecosystem.
● Made significant contributions to internal and external knowledge bases, product documentation, and internal training materials. This effort significantly increased the accessibility of essential information for customers and support teams, leading to a reduction in incoming support cases and enabling customers to resolve issues independently. As a result, support response times improved
● Interact directly with the Engineering team to drive product improvements based on feedback from customers and field implementations.
● Improve the serviceability of the product by testing new features.
● Coach and mentor new and junior support engineers.
● Be a champion for our customers, ensuring their needs and feedback are addressed effectively.
● Engaged actively within the Nutanix community, assisting customers primarily with API and scripting challenges by providing effective solutions.