Summary
Overview
Work History
Education
Skills
Personal Information
Languages
Timeline
Generic

Gowtham Ramasamy

Chennai,Tamil Nadu

Summary

Experienced Technical Support Engineer and IT Operations Specialist with 5+ years of expertise in designing, implementing, and optimizing mission-critical enterprise systems, including Backup/Recovery solutions. Proven leader in global client engagement, delivering end-to-end IT operations management and product implementation for ManageEngine OpManager across the US, Canada, Dubai, and Qatar. Adept at resolving complex technical challenges, conducting workshops and training sessions to empower end users, and aligning solutions with client workflows. Collaborative partner to sales teams, through tailored proposals and proactive account management. Recognized for achieving 95% client retention by combining technical excellence with strategic knowledge-sharing and user-centric training programs.

Overview

13
13
years of professional experience

Work History

Senior Technical Consultant

Zoho Corporation
01.2018 - Current

IT Operations and Account Management Specialist
ManageEngine Solutions
January 2018 – Present

  • Expertise in IT Operations & Product Implementation: Delivered end-to-end IT operations management and product implementation for ManageEngine OpManager, ensuring seamless integration and optimization for enterprise clients.
  • Global Enterprise Support: Provided high-level technical and business support to clients across the US, Canada, and UK, resolving complex operational challenges and driving customer satisfaction.
  • Onsite Client Engagement: Led onsite onboarding and implementation of OpManager for clients in the US, Canada, Dubai, and Qatar, fostering trust and ensuring alignment with client-specific workflows.
  • Training & Knowledge Transfer: Conducted 25+ workshops, seminars, and end-user training sessions to educate clients, stakeholders, and end users on OpManager’s functionalities, enhancing product adoption and reducing onboarding timelines.
  • End-to-End Account Management: Owned the full lifecycle of enterprise accounts, from initial scoping to post-implementation support, ensuring retention and long-term client success.
  • Sales Collaboration: Partnered with sales teams to design tailored proposals that highlighted product value, directly contributing to a 30% increase in enterprise contract closures.
  • End-User Empowerment: Delivered targeted training to end users of OpManager, focusing on maximizing tool efficiency, troubleshooting workflows, and customizing dashboards to meet daily operational needs.
  • Knowledge Sharing: Developed comprehensive instructional materials and mentored cross-functional teams, enhancing organizational expertise in OpManager and IT operations best practices.

Key Achievement: Recognized as a top performer for driving a 95% client retention rate through proactive account management and customized solutions.

Technical Support Engineer

Concentrix Technologies
01.2016 - 01.2018
  • Providing support for VERITAS BACKUP EXEC (VERITAS formerly known as Symantec) Application at enterprise level
  • Working with VMware and HYPER V to perform backup and restore
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
  • Converting backup files from physical machine to perform restore on Virtual Machine
  • Interacting with System Administrators from various organizations over email, phone and chat to provide support for implementing and planning Data Backup and Disaster recovery including Bare Metal Recovery
  • Working with Windows Server, Active Directory backup and restore

Senior Consultant

Sutherland Global Services
11.2011 - 12.2015
  • Worked with Windows Vista, 7, 8, 8.1 and 10 and Android Mobile devices
  • Installed software, modified and repaired hardware and resolved technical issues
  • Worked closely with team members to meet or exceed all customer service requirements
  • Provided on-call support for critical issues
  • Maintained high departmental standards for quality and productivity metrics
  • Mentored junior consultants, helping them enhance their skills and contribute more effectively to projects.
  • Delivered high-quality solutions for clients through comprehensive research and analysis of industry trends.

Education

B. Tech - Information Technology

Hindustan College of Engineering
CHENNAI
01.2010

Higher Secondary School - SSLC

Adharsh Higher Secondary School
Erode
01.2006

Higher Secondary School - Matriculation

Ideal Higher Secondary School
Erode
01.2004

Skills

  • Windows Server Administration
  • Network Devices Management
  • Knowledge in WMI, SNMP, API, Webhook
  • Virtualization Technologies and Hyper-Converged Infrastructure Expertise
  • Active Directory, SQL, Exchange
  • NAS, SAN, Tapes
  • Cisco ACI, Meraki SDN
  • IT infrastructure management
  • Expert problem solving
  • Cloud computing
  • AWS, Microsoft Azure , Google Cloud Storage
  • Configuration Management, Traffic analysis
  • Applications Management

Personal Information

Date of Birth: 07/29/89

Languages

English
Full Professional
Tamil
Full Professional

Timeline

Senior Technical Consultant

Zoho Corporation
01.2018 - Current

Technical Support Engineer

Concentrix Technologies
01.2016 - 01.2018

Senior Consultant

Sutherland Global Services
11.2011 - 12.2015

B. Tech - Information Technology

Hindustan College of Engineering

Higher Secondary School - SSLC

Adharsh Higher Secondary School

Higher Secondary School - Matriculation

Ideal Higher Secondary School
Gowtham Ramasamy