Customer Service Manager

Rahul Chaudhari

**-** ********** **.,

Framingham, MA - 01702.

Cell: 508-***-****

*******@*****.***

OBJECTIVE:

. To work for a fast-paced, growing organization in a position where I

can utilize my excellent oral and written communication skills along

with my technical knowledge and contribute towards the company's

growth.

PROFESSIONAL PROFILE:

. Excellent communicator with well developed oral, written, presentation

and negotiation skills. Able to forge and maintain mutually beneficial

relationships with customers and colleagues

. Proven ability to work as Trusted Advisor for customers and be their

primary Technical Resource

. In-depth knowledge of most prevalent Networking Technologies.

Proficient in Database Systems concepts. Broad knowledge of Object

Oriented Programming along with experience in Software Development

. Capable of leading teams, building camaraderie within members and

successfully accomplishing the project within the given deadline

EDUCATION & CERTIFICATIONS:

. M. S. in Computer Science Sept 2002 - inc.

University of Massachusetts Dartmouth Current GPA of

3.43/4.0

. B. S. in Computer Engineering Aug 1998 - Jun 2002.

University of Mumbai, India GPA of 3.2/4.0

. IT Infrastructure Library [ITIL] - Foundation Certificate

April 2007

. Microsoft Operations Framework [MOF] - Foundation Certificate

July 2007

WORK EXPERIENCE:

. Strategic Account Manager - eClinicalWorks Sep 2009 -

Current

. Acted as the main point of contact for Support and Service

requirements for Enterprise, Community and Convenient Care

accounts. Assisted in the adoption of eClinicalWorks software

during their Go Live phase and coordinated all projects throughout

the life of the account.

. Conducted weekly Service review meetings with client's IT personnel

and/or eCW super-users. Coordinated efforts at eCW Support to

ensure optimal performance of the system. Ensured all Support

related contractual terms and SLAs are met.

. Conducted Product demos, trainings and process-related

presentations for customers. Ensured correct expectations are set,

developed a Service Management Plan to meet those expectations and

communicated the progress periodically.

. Ensured availability of suitable levels of service personnel and

awareness during problem resolution process. Coordinated the

planning, approval and implementation of all Change Management

Requests.

. Acted as a Project Lead for certain high profile accounts with 3 -

5 SAMs.

. Initiated and led an internal project for developing a

knowledgebase tool for Support Engineers. Gathered technical

articles from support and added a window for this tool in the

internal ticket tracking system. This led to significant increase

in an average tech's expertise skill-set, thereby allowing higher

flexibility in support ticket traffic and a significant reduction

in average handling time of a ticket. Awarded second prize in this

Implementation.

. Acted as a liaison between SAM Team and Network Support team for

Data center issues as well as Support related escalations.

. Strategic Account Manager [SAM II] - EMC Corporation. Jul 2008 -

Jul 2009

. Functioned as a Single point-of-contact for strategically important

accounts having multi-million dollar EMC equipment. Managed all

service activities and ensured consistent communication internally

as well as within the client's organization.

. Maintained awareness of all service matters including Technical

Solutions implementations and activities. Coordinated service

activities with EMC account team and local Customer Service

resources to ensure all customer needs and expectations are met.

. Conducted regular review meetings with customer's operational

personnel team. Participated in the planning, approval, and

implementation of approved Change Management Requests and Field

Change Orders.

. Developed a joint Account Management Plan (AMP) and executed against

that plan in conjunction with Technical Solutions and account team.

Ensured compliance levels are met in accordance with all maintenance

contracted service level agreements

. Maintained high level of awareness of service issues effecting the

EMC product environment including proactive problem avoidance

behavior and maintenance practices.

. Conducted and lead Customer Service account review meetings with the

customer. Identified, facilitated and ensured effective

communication of all technical queries and problem resolution from

the customer to corporate resources.

. Ensured suitable levels of service personnel and activity during

problem resolution at all locations.

Documented action items, assigned owners, and timeline of events

during a break/fix customer impact event; drove corrective action

plan.

. Participated in Root Cause Analysis for incident and problem

management activities. Participated in technical and management

conference calls with management; provided executive level status

updates to customer, CS management and account team.

. Ensured EMC best practices and methodologies are adhered to on a

consistent basis.

. Managed pre-installation site planning, layout, installations,

upgrades and servicing of all EMC equipment in conjunction with

Systems Engineering and local Customer Service at all locations of

assigned customer. Also managed the processing and implementation of

all service changes, including changes related to customer requests,

product upgrades, FCOs and reconfigurations.

. Technical Account Manager - Microsoft Corporation. Nov 2005 -

Jun 2008

. Managed customers' technical support requests. Involved myself in

preliminary investigation and severity decisions. Ensured

appropriate resource allocation, timely resolution and Customer

satisfaction

. Acted as a technical resource to business customers. Analyzed and

determined the most effective way of problem resolution for break-

fix as well advisory issues by utilizing internal resources

. Worked with accounts to develop and maintain a Support plan.

Communicated proactively with customers regarding Product and

program information as well as supportability issues. Maintained

effective relationships with customers and Microsoft-internal

account teams

. Served as a Primary point of contact for all Microsoft related

issues for accounts ranging from $8000 to $200,000. Successfully

managed accounts worth $600,000 or more at all times

. Increased Customer satisfaction ratings by creating and following up

on a Conditions of Satisfaction [CoS] document. Included this

document in all Service Delivery Planning [SDP] discussions. Drove

NSAT up from 150 to 175

. Reduced percentage of Non-decremented cases from an average of 10%

to below 3% by including a 'non-decrement policy' section in the

Service Delivery Planning document consequently saving the

organization above $25,000

. Contributed in increasing Product Support teams and TAM

communication by arranging and participating in TAM-SE meetings.

Based on that created best practices documents leading to clearer

communication between Product Support teams and TAMs and higher

Customer Satisfaction numbers

. Contributed towards SOX-compliance for my organization by reviewing

old support case logs and retaining logs as per the Sarbanes-Oxley

Act of 2002 and archiving the rest

. Trained new hires and educated them with the organization policies

and procedures. Conducted mock customer calls and provided the new

hires with constructive criticism

. Participated in Microsoft internal beta-testing programs for a

number of upcoming technologies and provided feedback to improve

product quality

. Created best practices documents to enhance quality and efficiency

of Customer Support by getting feedback from customers, colleagues

and support teams

. Intern at Advanced Tech. & Manufacturing Center. Dec 2004 -

May 2005

Fall River, MA.

. Project Leader for a software development team to test

simulated network system. The main purpose was to saturate 100 Mbps

Ethernet network, along with Bandwidth calculation and limitation

. Provided Desktop/Networking technical support for ATMC and

Incubator users' computing needs

. Configured computers, networking equipment such as

routers, modems, personal firewalls, infrared and wireless

technology

. Intern at CEDC, New Bedford, MA. Sept

2003 - May 2004

. Provided technical support for software, hardware and

networking needs

. Conducted seminars and tutoring sessions for software of daily

use

. Research Asst. for 'QoS Issues in VoIP' Sept

2002 - May 2003

CIS Dept., University of Massachusetts Dartmouth, MA.

. Installed and managed network consisting Windows and Unix

PCs, Cisco 36xx series VoIP routers and 3Com hub

. Configured the routers for carrying VoIP traffic and

conducted various experiments to observe the corresponding effect on

Delay, Jitter and Packet Loss in Voice over IP

TECHNICAL EXPERTISE:

. Platforms: Windows 95, 98, 2000, XP and Vista, UNIX, MAC Oss

. Office Package: Microsoft Excel, PowerPoint, Word, Access, Outlook

. Hardware: Routers, Switches & Hubs, working knowledge of Cisco IOS

. Networking Technologies: Routers, Switches & Hubs, Cisco Routers. Good

knowledge of most prevalent Networking Technologies

. Databases: SQL, MySQL, Microsoft Access

. Programming: Java, Python, C, C++, Pascal

. Other: Oracle, Visual Basic, Rational Rose, Design/CPN, CPN Tools

ACHIEVEMENTS:

. Awarded second prize for design & implementation of the Knowledgebase

Tool project at eClinicalWorks [2009 - 2010]

. Received a 'Reward & Recognition' certificate from EMC Management in

recognition of the extraordinary work for my accounts [EMC - Jan 2009]

. Recognized as one of the 'Performers of the Quarter' at Microsoft for

my role in helping customers adopt the changes due to the modification

in the Daylight Saving times in 2007 [Microsoft - Apr 2007].

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