Karthik Prabhakar
Plano,TX
Summary
Senior Technical Support Manager with over 16 years of combined experience in operations leadership, customer success, user experience, technical support, customer service, production support, implementations, training, onboarding, quality assurance, project management, administration and IT. Excellent written and verbal communication. Highly motivated, loves to learn, strong work ethic, adaptable and self starter. Passionate about customer experience, tech and the tech industry. Has worked and managed remotely since 2007.
Overview
16
16
years of professional experience
Work History
Technical Support Manager
Incredible Software Solutions
03.2024 - Current
- Managed the Technical Support, DevOps/Infrastructure and Data Migration teams
- Assisted in managing and collaborating with the Customer Service teams
- Supervised staff of personnel by implementing company policies, protocols, work rules and disciplinary action
- Analyzed and developed service goals for in-bound Technical Support requests
- Collaborated with Stakeholders, Development, Product and Customer Service teams to improve processes, product and provide timely resolution, both internally and externally
- Established team priorities, maintained schedules and monitored performance
- Created and maintained the internal Technical Support wiki
- Onboarded beta clients with new integrations through collaboration with Development, Product and Customer Service
- Tracked KPIs and created continuous improvement plans
- Significantly decreased average Technical Support unassigned case backlog
- Significantly decreased average Technical Support assigned case backlog
- Defined clear targets and objectives and communicated to other team members
- Developed and implemented training initiatives for new hires
- Recruited, interviewed and retained multiple new hires
Production Support Engineer
Genpact
05.2020 - 08.2021
- Coordinate projects with multiple teams and departments (Leadership, Development, Support, Sales, Implementations, Documentation and Accounting teams)
- Knowledge, implementation and system administration of various systems, Amazon Web Services (AWS SSO), Kubernetes, MYSQL, Jira, Confluence, NetSuite, Office365, Zendesk, GitLab, and internal proprietary systems/software
- Documentation of ticket resolutions via Jira and Confluence
- Administration of Office365, Azure Directory, MS Exchange for 100+ employees.
- Knowledge of MYSQL server and database to assist in resolving Support Escalations
- On-Call for Critical Support Escalations and IT/DevOps Server failure
- Performed root cause analysis and implemented corrective actions
- Designed and incorporated process design improvements
Manager, Customer Success Team
Cox Automotive
03.2017 - 05.2020
- Managed Customer Success team, including onboarding, implementation and training
- Provided positive and thorough customer success experience for VIP and escalated accounts
- Collaborated and worked closely with Technical Support to improve customer satisfaction and customer experience through E-learning, video-call and article-based training methods
- Facilitated penetration of key accounts via strategic planning initiatives
- Hosted bi-monthly webinars, accessible by new or existing customers on data-driven, high volume, complex topics or new features
- Reduced process lags and improved productivity by supervising customer success managers
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals
Director of Technical Support
Rogers Software Development
01.2013 - 03.2017
- Worked directly with executive team and CEO to improve customer satisfaction and customer experience
- Monitoring and executing key metrics to run Customer Success and Technical Support operations
- Developed and implemented training initiatives for new hires.
- Understanding of how to determine staffing needs and support structure to ensure customer satisfaction
- Ability to execute team processes and projects in collaboration with various departments
- Track, evaluate and report KPIs to executive team through multiple systems
- Collaborate with and mentor Technical Support Management team, including performance management, setting goals and consistent feedback
- Work with Support Management to identify and implement individual, performance based plans and metrics for Support Technicians
- Analyzed and developed service goals for in-bound call center
- Managed customer contact center with 60+ support representatives
Technical Support Shift Manager
Company Name
09.2008 - 01.2013
- Tracked KPIs and created continuous improvement plans.
- Provide training and guidance for Support Technicians to resolve complex customer issues
- Provide escalation paths for Support Technicians
- Provide advanced troubleshooting on hardware, software and network configuration
- Provide feedback and awareness of new issues to Support Management
- Coordinate with various departments to resolve technical issues outside of Technical Support scope
Education
Associate of Arts - Visual Development
Academy of Art University
San Francisco, CA05.2023
Skills
- Leadership and mentoring
- Team building, management and training
- Customer success and user experience
- Operations management and efficiency
- Process design and improvement
- Escalation management
- Data, analytics and reporting
- Technical proficiency
- Budgeting and forecasting
- Documentation/Technical Writing
- Microsoft Office365 administration
- Atlassian/Jira/Confluence administration
- NetSuite, SalesForce and Zendesk administration
- Excel/Google/Spreadsheets
- PC hardware, software, networking
- Decision-Making
- Analytical and Critical Thinking
- Excellent Communication
Timeline
Technical Support Manager
Incredible Software Solutions
03.2024 - Current
Production Support Engineer
Genpact
05.2020 - 08.2021
Manager, Customer Success Team
Cox Automotive
03.2017 - 05.2020
Director of Technical Support
Rogers Software Development
01.2013 - 03.2017
Technical Support Shift Manager
Company Name
09.2008 - 01.2013
Associate of Arts - Visual Development
Academy of Art University
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