Rashmi Dixit
San Jose,CA
Summary
A Technical Manager with over 12 years of industry expertise in a dynamic, high-volume technical SaaS setting. Demonstrates effective leadership capabilities and a wellestablished history of guiding and overseeing a team of Specialists to achieve outstanding outcomes. Possesses robust critical thinking and problem-solving skills, coupled with exceptional communication and end-user interaction abilities. My team members reflect the diversity and inclusion that brings together some of the best minds in our business.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Technical Support Manager
Vagaro
02.2023 - Current
- Built and led a high-performing technical support team, ensuring timely resolution of customer issues and maintaining high customer satisfaction levels
- Conducted User Acceptance Testing (UAT) and tracked post-release bugs for reporting to the Product and Development teams
- Implemented streamlined processes and procedures to optimize technical support operations, resulting in improved response times and minimized customer downtime
- Provided mentorship and coaching to the staff, fostering their technical skills and ability to troubleshoot complex issues
- Fostered an environment of continuous improvement through active solicitation of feedback from both customers and internal staff members
- Cross Collaboration with product development and engineering teams to incorporate customer feedback into product improvements
- Initiated customer-focused initiatives, including knowledge base enhancements and self-service resources, to empower customers and reduce reliance on Support Staff
- Analyzed support metrics and KPIs to identify trends and drive continuous improvement in service delivery
- Acted as a point of escalation for critical issues, demonstrating strong problem-solving abilities and ensuring prompt resolution
- Conducted regular training sessions and workshops to keep support staff updated on new technologies and support processes
- Cultivated and maintained strong relationships with key stakeholders, including Enterprise customers, vendors, and internal teams, to facilitate effective communication and collaboration
- Played a pivotal role in hiring and onboarding new team members, ensuring alignment with team goals and values
- Contributed to company growth by identifying upsell opportunities during client interactions and coordinating closely with sales teams
Platform Support Manager
ON24
08.2020 - 01.2023
- Oversaw a team of Platform and Integrations specialists delivering technical support to global customers utilizing the ON24 platform for digital engagement
- Participated in escalations and provided after-hours support on weekends
- Managed daily operations to ensure smooth functioning of the support department
- Monitored and assessed team performance, collaborating with Senior Manager to identify areas for additional training and coaching
- Utilized customer feedback to drive continuous process improvement initiatives
- Monitored employee and customer interactions to assess quality of service
- Demonstrated proficiency in Integrations platforms including Marketo, Salesforce, HubSpot, Tibco Scribe, etc
- Conducted annual reviews for all direct reports, set quarterly SMART goals, and provided ongoing feedback to enhance performance and achieve objectives
Database Team Lead
Birlasoft/SAP
05.2015 - 09.2019
- Led a team of 12 Engineers providing Database support to global SAP NetWeaver Customers
- Conducted Root Cause Analysis, efficiently handled escalations, and drove issues end-to-end for closure
- Installed, configured, tested, and maintained operating systems, application software, and system management tools
- Demonstrated strong customer communication skills, effectively communicating technical issues to non-technical stakeholders
- Followed standard procedures for issue reproducibility and escalation to appropriate internal teams
- Provided technical support for installing, upgrading, administering, and troubleshooting SAP NetWeaver on Microsoft SQL Server, MaxDB, LiveCache, and Windows-based systems
- Maintained and supported SQL Server Mirroring, Log Shipping, Clustering, and other disaster recovery methods on SAP-based systems
Database Administrator
Allscripts
09.2011 - 05.2015
Education
Bachelor of Engineering - Computer Technology
Nagpur University
Nagpur, IndiaTechnology Project Management -
UC Berkeley Extension
Skills
- Time management
- Prioritization
- Collaboration
- Communication
- SFDC
- Zendesk
- Jira
- Asana
- Workforce analysis
- Hiring processes
- Customer communications
- De-escalation techniques
- Technical troubleshooting
- Quality control
Certification
- Data Analytics
- 70-761 Querying Data with Transact-SQL
- Scrum Master
Timeline
Technical Support Manager
Vagaro
02.2023 - Current
Platform Support Manager
ON24
08.2020 - 01.2023
Database Team Lead
Birlasoft/SAP
05.2015 - 09.2019
Database Administrator
Allscripts
09.2011 - 05.2015
Bachelor of Engineering - Computer Technology
Nagpur University
Technology Project Management -
UC Berkeley Extension
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