Sudarsanan Kesavan

Associate Partner

Bengaluru, Karnataka, India20 yrs 5 mos experience

Highly StableAI Enabled

Key Highlights

Over 20 years of experience in IT and customer service.
Proven leader in managing global technical support teams.
Expertise in AI/ML technologies and customer satisfaction.

Stackforce AI infers this person is a SaaS Technical Support Leader with extensive experience in team management and customer satisfaction.

Contact

Skills

Core Skills

Technical SupportTeam LeadershipTeam ManagementTest ManagementSoftware DevelopmentSoftware EngineeringQuality AssuranceLab EngineeringCustomer Training

Other Skills

AI/ML technologiesAPI DevelopmentBenchmarkingBudget ManagementCloud Computing IaaSCompetitive AnalysisCustomer ExperienceCustomer SupportDebuggingDriver QAFile ManagementInventory CollectionKPI ImplementationLab ManagementManual Testing

About

Seasoned Technical Support Leader with over 20 years of experience in IT and customer service. Proven leader in managing large global teams and driving customer satisfaction. Skilled in strategic planning, budget management, and leveraging AI/ML technologies. Dedicated to cultivating talent, exceeding performance targets, and implementing continuous improvements in technical support.

Experience

Netradyne

3 roles

Associate Director Technical Support

Promoted

Jan 2024 – Present · 2 yrs 3 mos

Leading and managing a global L2/L3 support team of over 25 members, ensuring round-the-clock support for the product line.
Overseeing hiring strategies and implementing key performance indicators (KPIs) to enhance customer satisfaction.
Responsible for managing and allocating the department's budget, optimizing resource use, and reducing operational costs.
Developing a deep understanding of AI/ML-based tools and edge computing devices, bolstering support for telematics and related products.
Focusing on nurturing and developing top talent, leading to increased employee satisfaction and engagement.
Demonstrating experience in managing large teams and consistently exceeding performance targets.

Customer ExperienceProcesses DevelopmentOperational ExcellenceAI/ML technologiesBudget ManagementTeam Management+2

Senior Technical Support Manager

Promoted

Jan 2022 – Dec 2023 · 1 yr 11 mos

Managed a diverse team of 10+ technical support professionals, focusing on quality and timely resolution of customer issues.
Implemented key performance indicators (KPIs) to monitor team performance and enhance customer satisfaction.
Developed an in-depth understanding of AI/ML-based tools and edge computing devices to improve support for telematics and related products.
Nurtured and developed talent within the team, leading to increased employee satisfaction and engagement.
Consistently exceeded performance targets, demonstrating effective team management skills.

Customer ExperienceAI/ML technologiesTeam ManagementKPI ImplementationTechnical Support

Technical Support Manager

Jul 2021 – Dec 2021 · 5 mos

Dell

2 roles

Principal Systems Development Engineer

Promoted

Mar 2019 – Jul 2021 · 2 yrs 4 mos

Lead, Mentor, and Manage L3 support team of 10 across the globe to provide 24/7 support for Dell SaaS tools (Dell SupportAssist)
To build and Manage a multi-layer team and manage performance through on-the-job coaching and mentoring
To work directly with Product Specialists / Technical Account Managers for customer issues
Develop a proactive mechanism to reduce TAT for the customer escalations
Work with L2 support and customers directly to troubleshoot customer issues
Act as a liaison between customers and the Product Engineering team for a faster customer resolution
Provide feedback to management concerning possible product defects and enhancements
Participate in Customer Validation Testing

SaaSCustomer SupportTeam ManagementPerformance TestingTechnical SupportTeam Leadership

Test Lead

Dec 2012 – Mar 2019 · 6 yrs 3 mos

Projects Lead:
DELL SupportAssist:
Dell SupportAssist is a software application that transparently collects information about your computer hardware and software, and automatically creates support cases for you when issues arise. This helps Dell to provide you with an enhanced, personalized and efficient support experience. Dell uses this data to help solve common problems and to design and market the products and services features you use most
Dell System E-Support Tool (DSET):
Dell System E-Support Tool (DSET) is a system management based inventory collection tool which provides the ability to collect hardware, storage and operating system information from a Dell PowerEdge server.
Support Live Image (SLI):
Support Live Image is a compilation of common support, serviceability and update tools for your PowerEdge, PowerEdge C and PowerVault products on a CentOS Live image
File Upload Server (FUS):
File Upload Server is RestAPI based back-end to upload support and services related files to DELL customer support.

SupportAssistSystem ManagementInventory CollectionAPI DevelopmentTest ManagementSoftware Development

Amd

3 roles

Software Engineer 2

Promoted

May 2009 – Nov 2012 · 3 yrs 6 mos

Performance Testing: (Jan'11 - Nov'12)
Running competitive benchmark on latest & upcoming, Desktop & Laptop platforms against equivalent competitor platforms
Providing optimization inputs on beta applications to the Software Vendors
Providing inputs to the marketing teams on the win areas for sales pitch, fliers and video presentations
Windows Device Driver QA: (May'09 - Dec'10)
Handled SATA and other chipset drivers functional and performance testing for Desktop & Laptop platforms
Involved with SITR (Software Integration Testing and Release) team which integrates all AMD tools & drivers and tested on Customer target platform
Handled AMD Server platform validation testing and manual functional testing of Storage drivers and tools in Windows
Deployed and maintained Test Automation Framework Infrastructure and Automated Multi-boot OS Installation Infrastructure for the entire QA team

Performance TestingBenchmarkingDriver QATest AutomationSoftware EngineeringQuality Assurance

Lab Engineer I

Promoted

Aug 2007 – Apr 2009 · 1 yr 8 mos

Planned, Deployed and Maintained two new Labs for the entire software team and provided lab support for 100+ engineers
Handled bring up, upgrade, OS installation and maintenance of various Desktop, Laptop and Server platforms
Responsible for troubleshooting problems pertaining to BIOS, hardware errors, OS errors, Performance Tuning, Network Administration, Application Conflicts and System Bugs on all the lab platforms

Lab ManagementTroubleshootingNetwork AdministrationTechnical SupportLab Engineering

Technical Support Engineer

Jun 2005 – Jul 2007 · 2 yrs 1 mo

To evaluate AMD based Desktops and Server products with different Benchmarking tools
Conduct and hold periodic technical trainings, focusing on Technology, Product Features and Roadmaps to the customers and AMD’s partner community

BenchmarkingTechnical TrainingTechnical SupportCustomer Training