Uday Kasinadhuni
Cumming,GA
Summary
- 8 Years of experience in the IT industry. Worked in multiple different customers facing technical roles.
- Worked as Technical Consultant under professional services, Worldwide Consulting services, VMware
- Worked as senior support engineer in Global support enterprise team and providing best possible solutions for customer issues
- Good on-site experience with a customer and helped their environment to get stabilized.
- Worked as Quality assurance analyst with Citigroup and gained very good insights of financial sector
- Worked with Amazon as a Risk Investigator providing safe and secure online transactions and best customer satisfaction
- Currently pursuing a PMP certification course to gain more knowledge on project successes.
Overview
2026
2026
years of professional experience
Work History
Senior Technical Account Manager
Twilio
03.2021 - Current
- Work with enterprise customers (ARR >$12million) and own the customer accounts to build great partnerships.
- Maintain customer relations and help them with technical strategies and use case implementation.
- Create proactive reports to avoid escalations by performing product usage analysis and track product wise spend.
- Organize product roadmap discussions and hold quarterly business reviews and present to customers executive and leadership team.
- Act as a liaison between product managers and the customer for product improvements, feedback and recommend beta pilot products to customers based on use case.
- Handled red customers, led escalation and worked with the engineering team to resolve issues by priority.
- Recognized by multiple enterprise customers for great customer support.
- Mentor new recruits and train them on Twilio products, processes.
- Created multiple internal process improvement tool which increased efficiency of entire TAM team to proactively monitor customers.
- Created scripts using Javascript for proactive alert monitoring which helped us to notify our customers and internal teams before the issue happens.
- Troubleshoot networking, SSL/TLS, server certificate issue and troubleshoot customer code to analyze issues.
- Troubleshoot Voice/messaging issues at enterprise scale and work with multiple telecom carrier partners towards resolution.
Technical Consultant
VMware
09.2016 - 03.2021
- Conduct design meetings with customers and understand the key project requirements.
- Design and architect Airwatch solution that best fits the use case.
- Perform network design, analyze the business use case and implement business use case and offer technical solutions to achieve the use case.
- Good experience working with enterprise customers and making sure customers are happy with project implementation.
- Worked on SAAS, on premise deployments and comfortable with configuring Identity access management, Identity bridging on multiple different device platforms.
- Worked on REST API scripts for customizing admin related activities.
- Troubleshooted SSL/TLS network issues for customers while deploying on-premises Airwatch components.
- Excellent troubleshooting skills with respect to networking, TLS/SSL Cipher suites which played a crucial role in multiple deployments.
- Very good experience with Windows servers, load balancers and server level configuration/networking/troubleshooting.
- Handled multiple projects in different phases which includes tracking project status and related activities ensure projects are completed in a timely and professional manner.
Senior Technical Support Engineer
VMware
- Understand customers high level use cases and recommend best possible fixes and workarounds to customers issues.
- Work with enterprise customers and suggest scalable solutions based on the customer's device scale.
- Collaborate with internal, R&D and Account Manager team to provide solutions to the customers issues.
- Self-starter and was always proactive person in identifying the problems in the team and works towards to possible solutions.
- Have onsite experience with one of our customers and helped them stabilize their environment and ensure customer satisfaction.
- Working on developing customers use case report on a POD basis to ensure we track customers history of cases.
- Help team to troubleshoot the toughest issue and develop creative thinking to find a solution to the customers' issue.
- Maintain internal labs and deploy VMware components and help team to perform testing in the internal labs.
- Worked on creating roles and responsibilities for a senior TSE position in the team and created a process for seniors to help the TSE's.
- Work with internal senior resources to resolve the issues and act as a liaison between the teams to get the issue resolved.
- Create on-boarding program for new hires and prepare on boarding technical materials.
- Collaborate with VMware core team in Broomfield to identify the necessary building blocks and develop an onboarding program.
Developer
Amazon Inc.
09.2012 - 05.2014
- Developed an automated training tool called 'MENTOR TOOL' which guides employees in investigations.
- Developed in C# language and on .NET platform and used IIS for hosting the application on a web server.
- Used SQL database for maintaining the backend scores and investigation history.
- Designed database using SQL server and developed UI for generating the performance reports.
- Developed a search engine for finding defects and designed queries and UI for searching mechanisms.
- Performed SWOT analysis and feasibility check before the new application development.
- Designed data flow, use-case, activity flow diagrams for the internal web application which is used to find the fraudulent pattern and preventions.
- Developed a supporting application to take the feedback from the users and documents the change for requests (CRF) to discuss the changes in JAD sessions.
Risk Analyst & Peak Team Lead
Amazon Inc.
09.2012 - 05.2014
- Co-ordinated with customers and banking institutions in fraud prevention.
- Collaborated with the On-Shore US team and arranged the meetings to discuss the team progress and excelled in suggesting internal changes and new applications.
- Led a 10-member team totaled 1500 fraud investigations per day on customer's orders worth $2.2millions.
- Managed the planning and execution of workflow scheduling 10 members in different shifts and achieved 98% service level agreement maintenance against the goal of 92%.
- Designed VB Macros and pivot tables for reports and graph generation of team quality metrics.
- Excelled as investigator in preventing fraudulent activities on Amazon website such as spoofing, credit card compromise, Session hijacking and ID-Theft, skimming.
- Performed data analysis and discovered a new fraud pattern called 'BUYER-SELLER COLLISION' preventing $50000 loss to the company.
- Mitigated spoofing activity by finding that the encryption of Session ID was weak and decreased the vulnerability of amazon website.
- Recognized as a top-10% performer and selected as Peak Team Lead in just 1 year vs. firm average of 2 years.
Education
Master of Science - Management Information Systems and Operation Management
University of Florida
08.2016
Bachelor of Technology - Information Technology
Sri Sivasubramaniya Nadar College of Engineering (SSNCE)
04.2012
Skills
- C#
- ASPNET
- Java
- REST API Scripts
- JIRA
- ServiceNow
- SharePoint Designer
- Visual Studio
- Microsoft SQL Server
- MySQL
- Postman
- Wireshark
- Fiddler
- Microsoft Office
- Windows servers
- Linux servers
- F5 load balancer
- SSL/TLS protocols
- Certificate management
- Workspace One Access
- Okta
- OneLogin
- SAML configuration
- SSO set up
Timeline
Senior Technical Account Manager
Twilio
03.2021 - Current
Technical Consultant
VMware
09.2016 - 03.2021
Developer
Amazon Inc.
09.2012 - 05.2014
Risk Analyst & Peak Team Lead
Amazon Inc.
09.2012 - 05.2014
Bachelor of Technology - Information Technology
Sri Sivasubramaniya Nadar College of Engineering (SSNCE)
Senior Technical Support Engineer
VMware
Master of Science - Management Information Systems and Operation Management
University of Florida
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