Gowtham Ramasamy

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.

• 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

• 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.