Kubernetes
Vignesh Nadar
Manager
Houston,TX
Summary
Innovative and goal-oriented Technical Management professional with 14 years of success orchestrating operations and leading employees. Develops and promotes value realization that translates into closed new business, renewal and upsell opportunities. Analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proven record of successfully proposing technical solutions by presenting complex concepts in easy to understand terms and building strong, long-lasting relationships with senior executives and project level resources.
Overview
5
5
Certifications
3
3
years of post-secondary education
13
13
years of professional experience
Work History
Manager
BMC Software, Inc
Houston, TX
10.2017 - Current
- Leading a Global team of customer-centric Engineers helping Customers to onboard, operate, enhance and adopt BMC latest solutions and innovations effectively in the Cloud and On-premise.
- Developed a comprehensive understanding of the customer’s industry business challenges and objectives to appropriately map SaaS features and associated business benefits to address their needs.
- Developing success plans/customer journey for customers that outline their critical success factors, metrics for success, potential issues, track progress and provide recommendations.
- Onboarded 100+ large Enterprise customers, migrating from Remedy on-premise to BMC Cloud.
- Driving customer adoption and success by providing governance advice, usage/adoption recommendations, risk identification and mitigation.
- Proactively working with customer to identify any upcoming changes that may impact the customer’s business.
- Developed and maintaining relationships with Tier-1 customers and partners through continual communication.
- Applied customer feedback to develop process improvements and support long-term business needs.
- Conducted in-depth product/operations research and investigations by performing Root Cause Analysis and Problem Management into recurring incidents and alerts.
- Produced detailed and relevant reports for use in making business decisions.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Participated in product innovation by identifying and representing customer needs and presenting new product capabilities.
- Engaged in tool and process improvements to streamline customer success activities and services.
- Closely managing client transition from go live to steady state is stable and positive client experience.
- Onboarded new employees, including training, mentoring and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Lead high impact, cross-functional initiatives with measurable results.
Lead Technical Analyst
BMC Software, Inc
Houston, TX
10.2016 - 09.2017
- Resolved diverse range of technical issues across multiple BMC Software ITSM applications for customers and end-users across.
- Developed highly effective incident response team and trained extensively in preparation for possible events.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Created support documentation, blog and videos that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Trained end-users of BMC Remedy ITSM (Helix) on use, functionality and application to business problems.
- Collaborated with other developers to identify and alleviate software errors and inefficiencies.
- Experienced with Gainsight customer relationship management (CRM) system.
- Grew Customer Satisfaction from 75% to 90% within a year by planning and executing customer success methodologies.
Senior Technical Analyst
BMC Software, Inc
Santa Clara, CA
07.2014 - 09.2016
- Install and configure BMC Remedy ITSM (Helix) applications which includes AR Server, Midtier, ITSM, Service Request Management, Digital Workplace.
- Customized BMC Remedy applications based on customers needs and documented the customization for stakeholders to refer in future.
- Performed root cause analysis and general troubleshooting.
- Evaluated current processes to develop improvement plans.
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
- Provided technical assistance in a pre-sales capacity.
Staff Technical Analyst
BMC Software, Inc
Santa Clara, CA
05.2010 - 06.2014
- Delivered Level-2 expert support customers on BMC Software products focused on boosting customer adoption and experience.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Provided technical troubleshooting and problem solving for clients with BMC Remedy (Helix ITSM) products.
- Conducted orientation sessions and on-the-job training for new hires.
- Monitored issues carefully and reached out to customers to provide immediate resolution and maintain satisfaction.
- Built and maintained relationships with new and existing clients while providing high level of expertise.
Software Engineer
Wipro Technologies
Pune, India
08.2007 - 05.2010
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Developed remediation plans for potential incidents ahead of time and made appropriate changes during emergencies.
- Implemented, developed and tested installation of various application servers in Windows and Linux.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Helped customer configure and use VPN's network.
- Installed and upgraded internal and third party software.
Education
Bachelor of Science - Computer Science
Pune University
Pune, India 06.2004 - 04.2007
Skills
Strategic Planning
Critical Thinking
Customer Relations
Business Development
Operations management
Continuous improvements
Natural leader
Collaboration
Data analysis
Verbal and written communication
Detail-oriented
Technical Analysis
Cloud services
Relationship-Building
Flexible & Adaptable
Change Agent
Customer Advocate
Software
Docker Containers
Rancher
OpenShift
BMC Remedy / Helix ITSM
Cloud Platforms
Certification
ITIL v3 Foundation
Quote
There’s no shortage of remarkable ideas, what’s missing is the will to execute them.
Seth Godin
Accolades
- BMC Software's top award for Outstanding Employee was given in 2014 and 2018.
- Multiple awards were given to me for coming up with innovative ideas that positively affected consumer and corporate growth.
Timeline
Site Reliability Engineering (SRE) Foundation
03-2021
Manager
BMC Software, Inc
10.2017 - Current
BMC Certified Professional - Helix ITSM
04-2017
Lead Technical Analyst
BMC Software, Inc
10.2016 - 09.2017
Senior Technical Analyst
BMC Software, Inc
07.2014 - 09.2016
BMC Certified Service Request Management Administrator
06-2011
ITIL v3 Foundation
01-2011
Support Certified Professional
08-2010
Staff Technical Analyst
BMC Software, Inc
05.2010 - 06.2014
Software Engineer
Wipro Technologies
08.2007 - 05.2010
Bachelor of Science - Computer Science
Pune University
06.2004 - 04.2007