Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Rashmi Upadhye

Jacksonville,Fl

Summary

Experienced Customer Success Manager with a proven track record of delivering exceptional service in customer support supervisory roles. Skilled in mentoring team members to provide outstanding support and fostering team morale through effective communication and positive feedback. Proficient in resolving escalated customer complaints using conflict resolution strategies. Passionate about training others in customer satisfaction and known for implementing creative customer support strategies. Resourceful Manager with a history of successfully coordinating and monitoring operations across various departments, dedicated to streamlining processes to decrease costs and promote organizational efficiency. Highly committed with a strong work ethic to maintain the quality of services and products. Proficient Sr Operations lead offering encouragement and feedback to help employees succeed, with expertise in troubleshooting Linux, cloud, and database technologies. Adept individual with over 11+ years of experience as a Manager for a revenue-generating business, skilled in mentoring and challenging team members to meet and exceed company goals. Proactive and meticulous Operations Support Professional with 7+ years of experience in the Cloud and Virtualization industry. Proficient in inventory control, sales, staff training, and development. Customer-oriented team player who generates optimal satisfaction levels while building profits and client generation. Collaborative leader who partners with coworkers to promote an engaged and empowering work culture. Documented strengths in building and maintaining relationships with diverse stakeholders in dynamic, fast-paced settings.

Overview

17
17
years of professional experience

Work History

Customer Success Manager

Akta Tech
10.2021 - Current
  • Understand customer’s digital workflows and their information systems setups
  • Map the customer needs to Akta video platform technical capabilities Demonstrate continuous effort to client operations, decrease turnaround times, streamline workflows, and work cooperatively and jointly with internal personnel to provide quality customer service
  • Analyze and address how these technical capabilities solve the customer business problems
  • Monitor Google cloud compute, Network through Grafana.
  • Setup live streams by understanding and maintaining customers live streams SCTE triggers
  • Train customer admin users to deploy the live streams and related platforms
  • Manage, understand customer features for future releases
  • Build technical workarounds such as Linux, shell scripts
  • Write best practice document and solution documents
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Created customer support strategies to increase customer retention.
  • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
  • Delivered expert support and counsel to independent promotional product distributors focused on boosting sales and gross profits.
  • Developed detailed plans based on broad guidance and direction.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Provided management oversight and operational control of assigned programs valued at $300K.
  • Implemented PDCA process improvement initiatives within department.
  • Recruited and developed employees for Project Management department.
  • Supervised staff of 4 personnel by implementing company policies, protocols, work rules and disciplinary action.
  • Assisted customers with onboarding and product setup to foster successful adoption and usage.
  • Established strong relationships with key customers National Football League(NFL) $2.5 million and TelevisaUnivision $3million resulting in increased customer loyalty.
  • Coordinated with internal teams to provide prompt support and address client needs efficiently.
  • Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
  • Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
  • Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
  • Met project deadlines without sacrificing build quality or workplace safety.
  • Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
  • Identified plans and resources required to meet project goals and objectives.
  • Collaborated closely with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business growth.
  • Coordinated with cross-functional teams to resolve project issues and mitigate risks.
  • Achieved significant improvements in project quality by establishing rigorous quality control processes.
  • Reduced project costs, negotiating contracts with suppliers and optimizing resource allocation.
  • Pursuing PMP certification, planned for Oct 2024

Operations software Analyst Senior

Fidelity National Information Services
05.2016 - 11.2018
  • Demonstrate continuous effort to improve operations, decrease turnaround times, streamline workflows, and work cooperatively and jointly with internal personnel to provide quality customer service for SaaS and installed clients
  • Superior customer service orientation and skills
  • On-call/pager support experience & professional presence
  • Establish and maintain standard automated server provisioning configurations
  • Strong experience with VMware infrastructure and tools
  • Demonstrable skills writing best-practice documentation and solution documents
  • In-depth knowledge of state-of-the art engineering technical approaches in design, build, testing and debugging problems
  • Analyze, report, resolve without affecting client SLAs and document issues as needed and when required
  • Update documentation for future reference
  • Share updates with team for awareness about issue for future reference
  • Work with other team members to learn new areas and new products
  • Resolving issue and fulfilling client request are two different aspect of the process, issue resolution is abort in ongoing scheduled batch job in production
  • And client request is new request which needs to be addressed so as to fulfil client requirement may be in form of report, document, job(script) Job is created using scripts, JCLs
  • Create and maintain shell scripts (Bourne, Korn, Perl, Python) which support client extracts, application updates and database maintenance
  • Develop or enhance client requested jobs like FOMI’s and pricing extracts, SUBMs
  • Test scripts and promote to production environment
  • Upon satisfaction of the client about report receipt, jobs can be moved to production to run on daily, weekly, monthly or quarterly basis as per client requirement
  • Which needs to create JCL, Scripts, add new procedures, PARMIO and JOBBR
  • Participate in various projects like maintaining client PROD and UAT environments
  • Keep environments up to date by executing or scheduling account copies, defining new userbanks and decommissioning unwanted userbanks
  • Follow defined processes of archival, retrieval of accounts before deleting userbanks
  • Retrieving unwanted archived data
  • Updating online screen for various purpose
  • Co-ordinating with client services to perform this task
  • Test and deploy operational components of applications during periodic software and hardware upgrades
  • Deploy Quarterly maintenance patches during off production hours
  • Participate on major release upgrades consisting of different waves to cover all clients
  • This is ongoing task for all new releases on yearly basis and quarterly releases for patches and hot fixes
  • Apart from this, take care of performance upgrades for client environment
  • Ensure the well-being of the overall operating environments supporting adhoc and scheduled batch processes related to InvestOne operations
  • Monitor email alerts and react accordingly
  • Escalate to appropriate team to resolve issues
  • Rotate through on call schedule to provide support for day, evening, weekend, and Holiday coverage
  • Being on call, support scheduled batch process is main aspect
  • Apart from batch process, system alerts for disk usage, report delivery failure, NDM process, AutoSys response, DBA connections, Enterprise requests, FTP site, printer issue etc., all these things need to consider as a part of resolution
  • Keep connected as and when required with different teams like Distributed architecture, database administrators, system engineers, scheduling specialists, pricing specialists, operations, resolution coordinators and sometimes with client
  • Provide updates and communicate about on-going issues and drive through to resolution
  • Work with Customer Service teams and directly with clients to resolve operational and technical issues
  • Understand client requirement by asking many relevant question, study historical tickets and documents
  • Develop and execute test jobs and provide results to clients
  • Triaging client batch schedule issue as needed
  • Triaging Severity 2 and Severity 3 issues for clients as a part of daily work and on call process
  • Building good rapport and understanding application flow to provide proper technical gaps for customer service teams
  • For setting up client environments with certain configurations, discussing with SME’s and client service executives
  • And provide end to end solution from analysis to deployment
  • Discuss new request approach, scrub documentation, and come up with implementation strategy for client request by discussing with client service teams
  • Troubleshoot application, communication, and system errors as needed to maintain delivery of extracts, reports and online system availability
  • As batch process aborts, all relevant one or more job flow can be affected
  • So, analyze, react, rerun, resolve, take appropriate action after analyzing logs for failure of job
  • Keeping in mind client SLAs and job pattern
  • Every job has its own kind, needs to rethink before taking proper action
  • Most of nightly jobs, can’t be simply rerun as resolution
  • They need some extra steps to resolve
  • Sometimes needs to be escalated to next level
  • Keeping client system up to date with batch job schedule and enabling client proper business hours access without any errors
  • Utilize command-line, scripting, data manipulation, and editor commands, as well as, sophisticated technologies including Linux and Solaris
  • Use of command line is basic aspect of this job
  • Environment is Solaris and Unix like
  • To analyze, study, parse, report, search command line utility is most important in environment
  • Having Unix expertise and operating system expertise can serve this purpose
  • Creating job in Jenkins and executing it for periodic software upgrades and patches
  • Troubleshooting MQ channel
  • Troubleshooting docker ongoing new project
  • Technical capabilities: Micro Focus COBOL, Pro COBOL, UNIX shell scripting, Perl, Unikix TPE(MTP), UniKix BPE (MBM), Python, SQL, JCL, Jenkins, GIT, Ansible, Docker
  • Created customized development frameworks for customers based on specific business goals and budgetary constraints.
  • Developed and implemented workflow templates, prioritizing efficiency and ease-of-use for end-users of InvestOne software.
  • Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
  • Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.

QA Engineer

Veritas Software Pune, Symantec Software
05.2013 - 06.2015
  • Operating Systems: Linux and Windows Servers
  • Hypervisor:- Vmware, HyperV
  • Responsibilities:
  • Part of Test team for Netbackup for VMware
  • Proliferating new platforms like VDDK 5.5, VDDK 5.5.3
  • Creating test plans
  • Test execution and debugging
  • Defect reporting and Defect verification
  • Worked on extensively on Netbackup Instant Recovery for Vmware
  • Worked extensively on Netbackup Vcenter Monitoring and Recovery Plugin for VMware
  • Configuring test environment with various Vmware Vsphere versions
  • Hypervisors, - VMware Vsphere 4.0,4.1, 5.0, 5.1, 5.5
  • Description: Backup and restore of Virtual environment like, VMware and Hyperv
  • Java scripting
  • Technical capabilities: VMware, HyperV, Redhat Linux
  • Integrated diagnostic automation to accelerate and sharpen post-production testing.
  • Supported quality team members during corrective action updates.

Sr QA Engineer

Calsoft, Pillar, Oracle Axiom Storage
09.2010 - 05.2013
  • Operating Systems: Linux and Windows Servers
  • Description: Pillar Data Systems develops midrange and enterprise network storage systems
  • The Pillar Axiom platform, driven by its policy-based management capabilities, integrates SAN and NAS environments and enables management of tiered storage on one platform
  • Pillar Data Systems offers Application-aware storage platform with various Quality of service levels
  • Responsibilities:
  • Leading team of customer escalations
  • Part of system test team
  • Configuring Pillar Data Systems Axiom
  • Worked on ISCSI test suite
  • Configured Brocade Fabric with Zoning
  • Created setup for ISCSI test suite
  • Involved in System level testing of the Pillar Data Systems
  • Test execution and debugging
  • Defect reporting and Defect verification
  • Worked on Falconstor IPStor CDP/NSS solution right from installing, configuring and zoning of the appliance
  • Well versed with functions of FalconStor’s IPStor CDP/NSS
  • Worked on both SAN and NAS testing of axiom
  • Configuring VSphere cluster for DRS and HA
  • Configuring OVM 3.1.1 cluster
  • Technical capabilities: VMware, HyperV, Redhat Linux, SAN, NAS, ISCSI, FC
  • Performed quality inspections and drafted reports to detail non-conforming material issues.
  • Maintained compliance with industry standards and regulatory compliance during managed projects.

Sr QA Engineer

Calsoft, Panasas Customports
08.2007 - 11.2008
  • Operating Systems: Linux, UNIX, HP-UX, Solaris
  • Description: Panasas ActiveStor Storage Clusters meet the demands of a massively parallel data movement by offering scalable performance and capacity via an object-based approach to Storage Responsibilities:
  • Worked as Team lead for Custom ports
  • Constructing RPM’s for new release Test planning, Test execution and debugging
  • Ports testing
  • Preparing reports
  • Doing client-side testing for PanFS for different linux OS platforms
  • Defect reporting and Defect verification
  • Technical capabilities: VMware, HyperV, Redhat Linux, NAS storage
  • Maintained compliance with industry standards and regulatory compliance during managed projects.

Cybage- Esoft
08.2007 - 11.2008
  • Description: InstaGate security gateways are scalable unified threat management (UTM) solutions that combine Anti-Virus, Spyware, Spam, Phishing and Intrusion Prevention and more into a high-performance Deep Packet Inspection (DPI) Firewall and IPSec VPN architecture
  • Through its sophisticated inspection capabilities, InstaGate gateways offer unparalleled protection from dynamic, content-based threats that elude traditional firewalls
  • Responsibilities:
  • Transferring build from FTP site
  • Configuring devices using build server
  • Wrote and reviewed test cases and executing them
  • Defect reporting and Defect verification
  • Defect reporting and Defect verification
  • Transferring build from FTP site
  • Configuring devices using build server
  • Wrote and reviewed test cases and executing them
  • Defect reporting and Defect verification
  • Technical capabilities: Redhat Linux

Education

RHCE completed with version 4.0(expired) Kubernetes Kubernetes certified administrator CKA -

Redhat
Tampa, FL
11.2019

Certified Kubernetes Administrator - Computer And Information Sciences

Docker Io
04.2019

Vmware Vmware Certified Professional 5.1 - Virtualization

VMware
05.2013

Master’s - Master in Computer Management

Shivaji University
2002

GED -

Shivaji University
2000

Bachelor of Science - Statistics

Shivaji University
06.1999

Skills

  • Inter-department collaboration
  • Team Building
  • Schedule Management
  • Client service optimization
  • Staff mentoring & leadership
  • Strategic communications
  • Customer Relations
  • Staff Management
  • Business planning

Accomplishments

  • Performance award winner for consecutive year in Calsoft Pune
  • Collaborated with team of 4 in the development of Project Management..
  • Resolved product issue through consumer testing.
  • Supervised team of 4 staff members.
  • Single point of contact for premium tier clients like NFL, Univision, Bloomberg, Fox in current role
  • Handled efficient client communication for Bank of New York Melon, Jackson National, BOA, CitiBank

Timeline

Customer Success Manager

Akta Tech
10.2021 - Current

Operations software Analyst Senior

Fidelity National Information Services
05.2016 - 11.2018

QA Engineer

Veritas Software Pune, Symantec Software
05.2013 - 06.2015

Sr QA Engineer

Calsoft, Pillar, Oracle Axiom Storage
09.2010 - 05.2013

Sr QA Engineer

Calsoft, Panasas Customports
08.2007 - 11.2008

Cybage- Esoft
08.2007 - 11.2008

RHCE completed with version 4.0(expired) Kubernetes Kubernetes certified administrator CKA -

Redhat

Certified Kubernetes Administrator - Computer And Information Sciences

Docker Io

Vmware Vmware Certified Professional 5.1 - Virtualization

VMware

Master’s - Master in Computer Management

Shivaji University

GED -

Shivaji University

Bachelor of Science - Statistics

Shivaji University

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