Sathishkumar Seetharaman
Aurora,IL
Summary
Dynamic individual with hands-on experience in Production Support and Automation Testing and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
16
16
years of professional experience
Work History
QA Team Lead
Cognizant Technologies Solutions
01.2009 - Current
- 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
- Mentored junior QA analysts to develop their skills and contribute more effectively to the team.
- Tested functional and compatibility of new programs or updates in comparison to existing applications.
- Operated under Agile and Scrum frameworks to complete releases and well-organized sprints.
- Kept scripts and test cases updated with current requirements.
- Built automated test scripts to handle repetitive software testing work.
- Gathered data on integration issues and vulnerabilities, reported findings and recommended improvements.
Production Support Engineer
Aetnagroup
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
- Contributed to higher client satisfaction rates by ensuring consistent product quality through rigorous testing procedures.
- Mentored junior production support engineers, providing guidance on best practices and helping them develop the skills necessary for long-term career growth within the industry.
- Facilitated seamless integration between various systems by developing custom interfaces tailored specifically to each unique use case scenario.
- Enhanced team productivity by providing technical support and training to colleagues.
- Stayed current with emerging technologies in order to ensure that the organization''s infrastructure remained competitive and up-to-date, contributing to ongoing business success.
Production Support Team Lead
LIBERTY MUTUAL INSURANCE COMPANY
05.2016 - 01.2020
- 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
- Proactively identified root causes behind delays or inefficiencies in the production line.
- Collaborated with other team leads to identify bottlenecks and implement effective solutions.
- Evaluated existing production processes and identified areas for improvement.
- Coordinated with other departments to maintain smooth and efficient product flow.
- Resolved issues quickly to maintain productivity goals.
- Established clear priorities and production quality standards.
- Reduced downtime for equipment by implementing a proactive maintenance schedule.
- Delivered consistent product quality by closely monitoring manufacturing processes and conducting regular audits.
- Mentored junior staff members, fostering professional growth opportunities within the organization.
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
Bachelor of Engineering - Computer Science
Adiparasakthi Engineering College
India05.2003
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
- Jira/Confluence administration
- NetSuite, SalesForce and Zendesk administration
- Remote Support
- Training and mentoring
- Teamwork and Collaboration
Timeline
Production Support Engineer
Aetnagroup
03.2017 - 05.2020
Production Support Team Lead
LIBERTY MUTUAL INSURANCE COMPANY
05.2016 - 01.2020
Director of Technical Support
Rogers Software Development
01.2013 - 03.2017
QA Team Lead
Cognizant Technologies Solutions
01.2009 - Current
Technical Support Shift Manager
Company Name
09.2008 - 01.2013
Bachelor of Engineering - Computer Science
Adiparasakthi Engineering College