Shree kumar Bakthavatsalam

Customer Success Manager

San Francisco, California, United States12 yrs 3 mos experience
Highly Stable

Key Highlights

  • Proven expertise in customer support management.
  • Strong technical troubleshooting and debugging skills.
  • Experience in leading technical support teams.
Stackforce AI infers this person is a Customer Support and Technical Management professional with a focus on SaaS.

Contact

Skills

Core Skills

Support ManagementTechnical SupportCommunicationTicketing SystemsProblem SolvingCustomer Service

Other Skills

Agile MethodologiesCC++Customer Service ManagementDatabasesDebuggingHTMLInternet Protocol Suite (TCP/IP)JavaJavaScriptLinuxMySQLNetworkingOperating SystemsOracle Database

Experience

Commvault

Customer Support Manager

Oct 2024Present · 1 yr 5 mos

Support ManagementTechnical SupportCustomer Service Management

Clumio

3 roles

Technical Director

Promoted

Aug 2023Sep 2024 · 1 yr 1 mo · On-site

CommunicationTicketing SystemsZendesk

Escalation Engineer

Jun 2020Jun 2023 · 3 yrs

CommunicationProblem SolvingTicketing SystemsDebuggingCustomer ServiceTroubleshooting+1

Sr. Technical Support Engineer

Jun 2019May 2020 · 11 mos

CommunicationProblem SolvingTicketing SystemsDebuggingCustomer ServiceTroubleshooting+1

Netskope

Cloud Security Engineer

Jul 2016Jun 2019 · 2 yrs 11 mos · Santa Clara, California

CommunicationProblem SolvingTicketing SystemsDebuggingCustomer ServiceTroubleshooting+1

Northeastern university

Graduate Teaching Assistant - IP Telephony

Jan 2016May 2016 · 4 mos · Greater Boston Area

  • Organized IP Telephony Lab sessions on focused on SIP call trace, functionalities of STUN
  • Delivered insights on projects involving IMS, IP PBX system installation and configuration

Cisco

Graduate Student Technical Co-op

Jun 2015Dec 2015 · 6 mos · Boxborough, Massachusetts

  • Configured Unified Computing System 5108 blade chassis with Fabric Interconnect, HP c7000 series and UCS 200 series
  • servers for system virtualization
  • Built virtual machines on Dell PowerEdge 1950,1850 and R610 series servers utilizing VMware ESXi hypervisor and VSphere
  • Client for application test bed setup
  • Migrated and maintained hosts in active directory to handle single sign on using Vintela Authentication Services (VAS)
  • Established and performed diagnostics for ASR 5000 and 5500 chassis used for PGW, SGW and LTE-MME testing with boot
  • image, local interface startup configuration
  • Modeled network configuration including VLAN, port-channel, FEX, VRF management, STP in Catalyst 3750, 4948, 6509,
  • nexus 5000,7000 series and HP procurve 2000 series switches
  • Created automation scripts for modification of DNS records and changing CIMC values for the Cisco UCS servers
  • Devised NFS file system based on Client-Server model and enabled access to clients in a local setup
  • Addressed RAID and network issues related to DNS configuration, DHCP address allocation and VMware clusters

Wipro technologies

Project Engineer

May 2012Jun 2014 · 2 yrs 1 mo · Cochin,Kerala,India

  • Developed and maintained E-Commerce websites, which included scripting for user interface using HTML, AJAX, CSS and background order processing, handling and debugging using Oracle ATG Framework
  • Exercised Agile Methodologies to analyze requirements and design documents and test the functionalities for the E-Commerce page, framed test plans, strategies, test case/step description to meet client needs
  • Debugged and resolved incidents which require code fixes in UI, issues related to background order processing using ATG CSC and performing scheduled server maintenance jobs
  • Developed a Java, J2EE based web application to create, store and search issues that occur in project environment. Created user accounts and imposed account control to differentiate privileged users from other users
  • Implemented a search algorithm, which splits the given keywords and analyzes the database to render exact results and related results of the keywords
Problem SolvingDebugging

Education

Northeastern University

Master of Science (M.S.) — Telecommunication Systems Management

Jan 2014Jan 2016

Anna University (Kumaraguru College of Technology)

Bachelor of Engineering (BE) — Electrical and Electronics Engineering

Jan 2009Jan 2012

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