Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Neela Srinivasan

Fremont,CA

Summary

Seasoned support professional with nearly 30 years of progressive skill acquisition in various capacities including escalation/incident management, support account management,software support, technical training, project management. Operates well in both individual and team capacities, leveraging seasoned work ethic to quickly adapt to different processes and drive company objectives. Seeking to utilize excellent problem-solving, communication, interpersonal, and organizational skills to provide exceptional customer experience.

Overview

27
27
years of professional experience
1
1
Certification

Work History

Senior Incident Manager

VMware
10.2020 - 01.2024
  • Assembled, coordinated and led cross-functional teams/leadership to de-escalate and resolve priority incidents rapidly to meet SLA requirements while reducing overall impact.
  • Established strong relationships with stakeholders across various departments to facilitate seamless collaboration during high-pressure situations.
  • Timely and frequent executive (internal and external) communication during incident resolution.
  • Conducted root-cause analysis, process, product and people improvements to identify trends and underlying causes of incidents.
  • Managed and provided oversight of software upgrades/deployments for the top 4 priority customers.
  • Provided dedicated support to VMW's largest VMC on AWS customer.

Critical Account Program Manager

Palo Alto Networks
02.2017 - 10.2020
  • Owned and managed critical accounts that are at the highest level of escalation within PANW by assembling virtual cross-functional teams (engineering and non-engineering)
  • Frequent and timely status updates to internal and external executives and invested stakeholders.
  • Successfully re-established productive partnerships and rebuilt relationships with distressed accounts
  • Led meetings with external and internal teams to align on project goals and improving customer engagement through relationship management and timely communications.
  • ACCOMPLISHMENTS
  • Raised awareness/visibility with Engineering leadership on technical shortcoming that led to acknowledgement of a systemic issue and subsequent multi-department efforts to address the problem.
  • Long-term engagement with a priority customer led to successful sell of premier support services.

Senior Principal Support Engineer

SYMANTEC
01.2005 - 08.2016
  • Case Management of both high profile and routine escalations for expedited problem identification, replication & resolution
  • Routinely called upon to handle challenging situations where case management duties included communicating detailed, concise summaries and status to all levels of stakeholders.
  • Responsibilities included authoring Root Cause and Possible Cause documents in addition to contributing articles to the technical knowledge base
  • Engage and collaborate with various engineering and support organizations and resources on complex technical issues for speedy and efficient problem resolution
  • Host conference calls and WebEx sessions in a multi-vendor scenario and drive joint analysis and root-cause identification activities
  • Analysis of system and application cores, source code review (C, shell scripts)

Principal Support Engineer

SUN OEM
01.1999 - 01.2005
  • Successful member of SUN OEM team - technical liaison for Veritas Sun OEM alliance)
  • Primary liaison and first point of contact for all escalations from Corporate Technical Escalation Group including 24×7 support during critical (PRI0 and PRI1) incidents
  • Responsibilities included research of known issues (internal database search), problem replication, engage, participate and drive Engineering and associated
    groups (global labs, QA) in all related activities to meet aggressive SLAs for resolution while assuming and retaining ownership of escalation life cycle
  • Chartered with hosting weekly escalation status update meetings with escalation engineers from Veritas and Sun Microsystems that consequently
    yielded higher customer satisfaction outcomes and improved time-to-resolution statistics
  • Hosted bi-monthly product defect & bug-scrub engineering meetings that enabled timely necessary updates regarding re-prioritized defects resulting in near compliance of meeting the target of 100% P1 & P2 bug fix inclusions in quarterly patch release cycles
  • Responsible for negotiating defect priority upgrades/downgrades based on criticality and business impact
  • Acted as advocate/voice of customer in Engineering Product Release ''Go/No-Go'' meetings
  • Participated in Veritas-Oracle-Sun Joint Escalation Center escalations and weekend coverage of escalations
  • Started career at VERITAS providing front-line support for Volume Manager, File System and Cluster products.
  • Enhanced system performance by identifying and resolving complex technical issues.

Technical Support Engineer

SILICON VALLEY NETWORKS
01.1997 - 01.1998
  • Software support for test & source control management software

Training Project Coordinator

SUN MICROSYSTEMS
  • Worked with SMEs to identify course content that met with Management mandated course requirements as identified by Engineering Management
  • Manage training roster to ensure 100% training compliance for the System Engineering community
  • Responsible for all training logistical activities including scheduling training rooms, trainers and student enrollment
  • Assist with developing and printing training material
  • Develop survey questions to institute feedback loop to improve content and training experience.

System Administrator

Sun Microsystems
  • Responsibilities included installation, maintenance and administration of hardware and software for internal customers in North America Western Region Sales offices
  • Projects: AFO (American Field Offices) Standardization
  • AFO Solaris 2.x upgrade
  • AFO Sales desk upgrade
  • System Administration Support for Western Region Area Sales Office in Mountain View and satellite offices in Santa Clara, Pleasanton and Sacramento
  • Maintained email alias database for east.sun.com as part of East Coast Network Operations Team.

Education

Bachelor's Degree in Computer Science and Engineering -

Bangalore University
Bangalore, India

Skills

  • Excellent written and verbal communication skills
  • Experience dealing with complex escalated situations
  • Project management
  • Attention to detail
  • Holistic approach to problem solving

Certification

Certified Scrum Master

References

References available upon request

Timeline

Senior Incident Manager

VMware
10.2020 - 01.2024

Critical Account Program Manager

Palo Alto Networks
02.2017 - 10.2020

Senior Principal Support Engineer

SYMANTEC
01.2005 - 08.2016

Principal Support Engineer

SUN OEM
01.1999 - 01.2005

Technical Support Engineer

SILICON VALLEY NETWORKS
01.1997 - 01.1998

Training Project Coordinator

SUN MICROSYSTEMS

System Administrator

Sun Microsystems

Bachelor's Degree in Computer Science and Engineering -

Bangalore University

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Neela Srinivasan