PRADEEP RAGHURAMAIAH

Email: ad2nw6@r.postjobfree.com Phone: +1-408-***-**** Address: 256 Shimmer Court Milpitas CA 95035 ABOUT

I am an experienced SaaS Product Service Delivery and Support professional with over 18 years of experience in Cloud Operations Management, Customer Success, and Project Management. I am skilled in executing platform architecture, development, and support services in a global multidisciplinary team in a cloud-first environment. I am also well-versed in enterprise software, including Strategic, Operational, and Analytical CRM solutions. KEY HIGHLIGHTS

● Experience in providing product solutions for key customer projects in Customer Success and Digital Transformation.

● Expertise in analyzing & mapping existing operations processes to the desired levels (GAP Analysis).

● Build AI or analytical models using Naïve Bayes theorem and knowledge of other modeling algorithms like the Clustering model, Logistic regression, Neural networks, etc.

● Keen customer-centric approach with skills in addressing client priorities and resolving escalations within prescribed TAT, achieving high compliance scores (NPS).

● Proven ability to lead a Product Support & Cloud Operation Team through groundbreaking change.

● People leadership experience including coaching, mentoring, and conflict management.

● Proven ability to adjust quickly to shifting priorities, multiple demands, ambiguity, and rapid change.

● Hands-on experience in service delivery, planning, scheduling, and execution of projects.

● Optimized existing processes, set up new processes, implemented, and documented.

● Goal-oriented, organized, motivated, active team player, and detail-directed problem solver with excellent communication skills and leadership capabilities.

EDUCATION

● Bachelor of Engineering (BE) in Electronics and Communication from Visvesvaraya Technological University (VTU), India

● Pega CSA (Certified System Architect- PRPC, 2010 (v5.5))

● Pega Certified Decisioning Architect (2012 (v7.4) and 2022 (v8.7))

● Redhat certified Engineer (2003)

● AWS Solutions Architect Associate

CERTIFICATIONS / TRAINING

● Product Support Management

● Project Management

● Operation Management

● Team Management

● Cloud Operation

● Customer Success

● 24x7 Operation

● Customer-Centric Operations

● Escalations Management

PROFESSIONAL SKILLS

● Performance analysis and optimization Incident management Customer service Cloud operations management Technical leadership Product support Roadmap planning Java/J2EE AWS RDBMS Enterprise Application Servers Cassandra Hazelcast Elastic search Kafka AI and Machine Learning Database management and SQL

WORK EXPERIENCE

Software Solutions, Manager Gipfel & Schnell Consultings Pvt Ltd (G&S Software Division) March 2023 – Till date Projects:

1) Stakeholders’ requirement for an inhouse Recruitment Software Platform specifically for staffing agencies (Development in progress)

Created functional specification or document to include “Application tracking system”: Chrome sourcing extension directly from LinkedIn etc, Resume Parser, Kanban view, Profile update from Candidate directly,

“CRM”: Automated Emailing and SMS, Candidate marketing, Sales flow, Invoice Management, “Analytics”: Robust Reporting Suite for Candidates and Client.

Created a tech stack to utilize Golang, React and Postgres SQL.

Created a small team to include backend and frontend developers. 2) As a Non-profit initiative to help Community development, visited a village with G&S team (Samse, Karnataka, India) which is tourist place to improve business for Homestay’s run by owners. We gathered requirements, current state and created a minimalist website to highlight key points to improve SEO (with domain name purchase and G&S inhouse hosting). Configured Google business profile to include

“Call” and “Website”, “Reviews” link. The business received at an average 40-50 calls directly from google maps. You can see an example at www.dhupalihomestaysamse.in Technical Product advocate (Contract) Blackstone Gaming and Knighted Ventures September 2022 - January 2023

● Maintained systems related to gaming, security, and other operational aspects to include working on software for slot machines, security protocols, or data analysis tools to enhance the overall casino experience.

● Designed software for slot machines that managed game logic, graphics and interactions. This was achieved utilizing random number generators for fair outcomes, animation and sound effects for an engaging player experience, and systems to track and display winnings.

● Created data analysis tools to help analyze player behavior, optimize operations, and personalize offerings. These included,

Player Tracking Systems: Monitor and analyze player activities, preferences, and spending patterns to offer personalized promotions and rewards,

Customer Relationship Management (CRM) Systems: Manage customer interactions, track customer feedback, and tailor marketing strategies based on player data. Predictive Analytics: Forecast player behavior and trends, helping casinos optimize game placement, pricing, and promotional strategies.

Business Intelligence (BI) Tools: Provide insights into casino operations, revenue streams, and performance metrics, aiding decision-making processes. Skills : Java, Database, Kafka, AWS Cloud

Director, Software Solutions Engineering PEGASYSTEMS INC AND AI4PROCESS July 2014 - April 2021, June 2022 - August 2022

● Established and refined delivery processes for a better customer experience.

● Responsible for leading & managing a team of Engineers and Leads across the global Product Support organization.

● Active in strategic planning discussions to provide insightful ideas on Product, Process improvements, and Customer service delivery.

● Tracked, monitored, and reported on support metric KPIs, and SLAs.

● Part of the organization which transformed from BPM to SaaS-based CRM offering.

● Leadership role in Follow-the-Sun or 24x7 escalation management.

● Built cross-functional relationships with Sales, Consulting, and Core Engineering teams on critical escalations.

Projects:

1) Automate new case routing to appropriate team instead of daily Triage.

Designed and implemented an application with use cases to include “Identify the “Next Best Team” or “Next Best Engineer” for a clarified service request”, “Team member knowledge about a specific Pega Hfix or specific third party software or technology”

The Solution was to utilize NLP based word bank and intersect service request description context keywords against Engineer word bank from past actions (SR resolution notes). Keywords were extracted using NLP Parts of Speech like Nouns, Verbs, adjective etc.

Skills: Stanford NLP Libraries, Java, and SQL server DB 2) Extract and convert service request resolution notes into publicly available Support articles to reduce cases for known issues.

Gathered short comings from support engineers, designed a universal template to cover the problem description, problem type (question, issue etc.), root cause analysis, resolution and type (Hfix, question answered, product change, third party etc.)

Created a Support article approval process which then was published and available in Support Community as Articles.

Skills: Pega Platform, Java, Postgres DB

Manager, Software Solutions Engineering PegaSystems Inc July 2010 - June 2014

● Managed, built, and enabled product support and cloud operations teams.

● Prepared and maintained short-term and long-term operations roadmaps.

● Championed the team with the process and technical help to yield better results.

● Monitored KPIs like average cycle time, aging cases, and communication SLA.

● Served as SME in resolving performance issues, such as heap dump analysis for memory issues and thread dump to get the current call stack of all container threads, and application logs review.

● Conducted proactive monitoring on production down sev-1's.

● Developed strategies for handling critical customer issues and yielding success.

● Worked with stakeholders and the development team for monitoring the application. Sr. Software Solutions Consultant Chordiant Software/PegaSystems Inc (US) May 2008 - July 2010

● Acted as an SME for Chordiant Decisioning product around modules like adaptive analytics and models.

● Led the sustaining engineering team.

● Conducted onsite visits before production go-live for critical customers. Sr. Software Engineer Ness Technologies India Private Ltd/Chordiant Software May 2005 - May 2008

● Served as an SME for an analytical component within the product where you can predict which top offers in the system can be presented to the customer based on his/her profile properties.

● Proposed different processes and technical analyses for analyzing logs and issues, thus enabling resources to proactively handle incidents.

● Handled various product and server-level issues.

● Proactively contributed to Pegasystems forums.

Technical Consultant [24]7.ai March 2003 - May 2005

● Analyzed and provided solutions to performance issues, production down, and J2EE-based applications.

● Installed, configured, and administered Oracle databases.

● Provided production support for 24x7 environments. SOFT SKILLS

● Interpersonal Communication Leadership Skills Team Work Conflict Resolution Emotional Intelligence Active Listening Patience Workplace Etiquette Positive Attitude Team facilitation Collaboration Problem-solving Diversity Negotiation Employment Status: Green Card or Permanent resident

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