Customer Service Management
Resume:
Puran S Tewari
Union City, CA http://www.linkedin.com/in/purantewari *****.******@*****.***
Technical Operations and ITSM Professional
Highly technical with excellent people management skills cultivated over 17 years of hands on
experience in a wide area of support, project & people management, testing & system
administration. Adept in managing 24X7 global customer support and call center, customer
deployments, managing production environments (hosted and licensed), datacenter infrastructure
management, network & IT management, professional services and SQA testing.
Proven track record of managing and delivering stringent timeline based projects successfully.
Demonstrated competence in providing turn key solutions, root cause analysis, workflow and system
integration of hardware/software deployment for end to end solution. Successful history of
working cohesively with cross functional teams, customer and vendor management.
Reputation of leadership by example and ensuring execution of safety, security, quality and
operations policies according to ITSM standards.
Areas of Expertise
24x7 global customer support/ call center environments (SaaS/PaaS/IaaS)
mgmt Project Management
Large customer deployments of hardware & Technical pre sales and post sales support
software applications Customer & Vendor Management
IT and Network administration Teambuilding & Training
(Win/UNIX/OS X) Agile and SCRUM SDLC methodologies
Managed Services & Production Amazon AWS EC2 Cloud Services
Professional Experience
INTERSHOP COMMUNICATIONS SAN FRANCISCO, CA 05/12 to Current
Director of Managed Services
Responsible for eCommerce managed infrastructure business in the Americas. This comprehensive
‘one stop’ E Commerce solution catered to both B2C and B2B customers to scope, define and architect
solutions customized to each customer’s unique needs.
• Manage and coordinate 24x7 support, infrastructure and deployment teams
• Managed high availability infrastructure at multi vendor data centers and Amazon Cloud Solutions to
improve SLA by 25%and provide improved business continuity by 50%
• Customer and Vendor relationship management
• Created processes and procedures using ITSM methodologies for continual improvement and
scalability.
• Working with Sales and Solutions teams to respond to RFP’s, negotiate and maintain contracts.
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Puran S Tewari
Union City, CA http://www.linkedin.com/in/purantewari *****.******@*****.***
JPCUBE CONSULTING – UNION CITY, CA 02/11 to 04/12
Operations and IT Consultant
Responsible for providing hands on design and technical knowledge to several stealth startups and major global projects in the area
of ITSM, SaaS/PaaS environment build out and best practices for customer support, deployment, DR sites and Business Continuity
COMCAST CABLE SANTA CLARA, CA 10/08 to 01/11
Director of Technical Operations and ITSM
Responsible for 24X7 customer support of SaaS hosted product, IT administration and deployments/workflow integration supporting
fortune 500 hosted and licensed customers. Collaboration with other cross functional teams like Product Management, Engineering,
SQA and Marketing.
• Managed 24x7 global teams from across US and India to support tier1, tier2 and escalation support via phone and email to
improve customer satisfaction by 25%
• Managed deployment teams (FSE) consisting of internal and external SE’s to deploy and integrate workflow solutions at
customer locations consisting of hardware and software for both cable and broadcast customers to achieve 85% coverage of
DMA’s.
• Managed all aspects of running 3 separate managed hosted environments for enterprise class SaaS product for multiple
customers with uptime of 99.5%
• Cloud computing management of Amazon EC2 servers to improve redundancy and workflow management.
• Delivered 3 to 5 major and minor releases annually to customer production networks.
• Created knowledge bases, FAQ’s and troubleshooting guides to improve, train, mentor the team to improve customer resolution
time by 50%.
RADIANCE TECHNOLOGIES LOS ALTOS, CA 05/04 to 09/08
Director of Operations
Responsible for 24X7 global customer support, IT administration and deployments/workflow integration supporting fortune 500
hosted and licensed customers. Overall management and coordination with other cross functional teams Product Management,
Engineering, SQA and Marketing.
• Managed 24x7 global teams from across US and India to support tier1, tier2 and escalation support via phone and email to
improve customer satisfaction by 25%
• Managed deployment teams (FSE) consisting of internal SE’s to deploy and integrate workflow solutions at customer locations
consisting of hardware and software across all continents.
• Managed all aspects of running 2 separate managed hosted environments for enterprise class SaaS product for multiple
customers with uptime of 99.5%
• Delivered 3 to 5 major and minor releases annually to customer production networks to significantly improve the system uptime
and resolve major bugs.
PROFICIENT NETWORKS (INFINIROUTE NET) 10/02 to 04/04
SAN FRANCISCO,CA
Lead SQA Engineer
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Puran S Tewari
Union City, CA http://www.linkedin.com/in/purantewari *****.******@*****.***
Chartered with qualifying Proficient’s proprietary route control technology to optimize the performance of dual homing internet traffic for cost,
quality and reliability. Conducted functional, stress, longevity and performance tests of hardware and software with Cisco and Juniper routers.
Work closely with Engineering and Product Management for developing and improving product.
• Validated Proficient proprietary algorithms for route control and conducted performance, stress and longevity tests thus
achieving improved quality and acceptance in customer production networks.
• Regular bench marking of routes against Cisco and Juniper routes improved overall accuracy and reliability of the product by 30%
PLURIS NETWORKS CUPERTINO, CA 11/99 to 07/02
Lead SQA Engineer
Qualified software and hardware for Pluris Teraplex routers. Conducted scaling & stress testing of routing protocols and measured traffic
performance of hardware. Validated Pluris EMS/NMS and worked as a liaison between the customer field support team and QA.
• Validated overall performance of Pluris router through scaling and stress tests on routing protocols like OSPF, ISIS, BGP & MPLS thus
outperforming the competitor products in benchmark tests.
• Created large customer simulation networks to carry out comprehensive performance level tests that yielded over 50% success in the field
tests.Prepared extensive test plans, tracked testing progress, automated for regression testing and created test reports that contributed to
higher productivity and decreased defects.
11/98 to 11/99
CISCO SYSTEMS San JOSE, CA
Senior Networking Consultant
Provided 24x7 worldwide customer support to Cisco suite of products.
• Supported tier1, tier2 and escalation support via phone and email to improve customer satisfaction by 20% for our department. Received
multiple Customer Service appreciation awards for individual achievement.
• Created knowledge bases, FAQ’s and troubleshooting guides to improve team knowledge and improve customer resolution time by 30%.
CYBERTECH INTERNATIONAL TREVOSE, PA 06/98 to 10/98
AFL LIMITED MUMBAI, INDIA 04/97 to 05/98
NELCO LTD MUMBAI, INDIA 03/96 to 03/97
UNLIMITED SOFTWARE NETWORK KATHMANDU, NEPAL 08/94 to 02/96
Education & Training
Bachelor of Computer Science Engineering INDIA 07/90 to 07/94
Training: Completed training courses and attended seminars in customer service, ITILv3, inventory management, leadership, CNE, Oracle
Database, NMS, MIBS and networking fundamentals.
Certifications In progress: MBA ISKM
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