Summary
Overview
Work History
Education
Skills
Software
Certification
Quote
Accolades
Timeline
Volunteer
Vignesh Nadar

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

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Software

Kubernetes

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

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