SUMATI NATARAJAN

Sunnyvale, CA ***** 650-***-****

ad3v1d@r.postjobfree.com www.linkedin.com/in/sumatinat/ TECHNICAL TRAINER MANAGER

Build & Lead High-Performing Global Teams & Technical Projects, Forging Customer Success Strategic technology and management leader with progressive experience in technical support, project / program management and strategic partner management. Customer-focused, natural leader who thrives in taking projects to completion, managing scope, time, budget and risk to deliver innovative solutions that meet changing, competing needs. Adept at building various delivery models and mentoring highly talented, geographically dispersed teams, inspiring to align with company vision and goals while driving accountability. Certified ScrumMaster (CSM) who guides support and sustaining teams to implement Agile / Scrum practices. Led TIBCO’s growth from startup to $1B global software company. Business Analysis Escalation Management Continuous Learning High Performing Teams New Feature Delivery / Customer Communications KPI Monitoring Customer Issue Resolution Written & Verbal Communication / Presentations SaaS, iPaaS, Databases & Distributed Systems PROFESSIONAL EXPERIENCE

TIBCO SOFTWARE, INC., Palo Alto, CA

Director, Technical Support and Sustaining Engineering, 2015 - Present Promoted to oversee support entire product suite with all customer-facing teams, drive customer satisfaction and sustain products through product retirement. Support management of 150+ connectors / plugin products on-premises via TIBCO Cloud deployed on AWS and Azure. Managed 30+ matrixed members, 24x7 follow-the-sun team handling high-priority customer escalations and event activities. Continue responsibility as Support Project Manager.

• Drove customer self-service by creating knowledge management system using SFDC CRM. Decreased case volume by 8% through case deflections and reduced open-to-resolution time by 40% by developing process and policies for support engineers to populate system with community articles and customer newsletters.

• Enhanced open-to-case resolution by 20%, lowered case backlog (20% to 0%), achieved initial SLA of 100% and boosted CSAT from 89% to 93% by building dashboards and continuously monitoring KPIs with continual process improvement to achieve better results.

• Maintained partner relationships, negotiations, drafting agreements, budgeting, resource planning, cost optimization, performance management and delivery model for partner services provided, adding to bottom line while building strong, reliable partner for Engineering services.

• Decreased global support costs by 20% by implementing scalable support models and processes for new cloud product suite, providing ability to support customers without hiring new resources.

• Advocated for customer needs and feedback, leading escalations and providing immediate resolutions.

• Managed critical production incidents to closure, quickly delivering timely solutions. o Prevented reoccurrence by working with cross-functional teams for root cause analysis and process / tools improvement.

o Maintained customer-facing status page, issue ticket and internal c-exec continuous updates until resolution.

• Led L2 / L3 support team, improving employee satisfaction by forging consistent onboarding of new engineers and skills development per latest technologies through various vendor training platform evaluations. Oversaw resource management, performance management and career planning.

• Communicated with c-execs via estimates, data analysis and operational product review, enabling management to give required attention to product growth and timely account management, which helped secure renewals of existing products and sale of new products / licenses.

• Enhanced training and development by evaluating vendor training (Udemy and Pluralsight) of global support resources for efficiency / required technologies / team growth and creating plans for new hires / current team.

• Program manager for ISO 9001 Global Support Certification, developing and delivering audit training for 350+ resources.

• Program-managed Project Utilization VSOP Standard, leading stakeholder meetings, eliminating obstacles and addressing issues.

o Launched SOP worldwide for 350+ users within 3 months with minimum user impact / managerial costs. o Designed time-tracking system; managed ~6 global resources via TIBCO Spotfire dashboards for data analysis. o Used JasperSoft ETL for transfer / transformation of data to database. SUMATI NATARAJAN ad3v1d@r.postjobfree.com PAGE TWO TIBCO SOFTWARE, INC. (Continued)

Senior Manager, Technical Support / Sustaining Engineering, 2008 - 2014 Managed partners in Mexico (Neoris), India (Aalayance / Xoriant / Infosys) and China (CDC), expanding responsibilities to 50 products and 45 team members.

• Led ISO 9001 Certification for Global Support, achieving zero nonconformance, playing pivotal role in penetrating healthcare line of business (LOB) and expanding customer base by 30%.

• Helped cut Engineering operational costs by 18% over several years through product lifecycle management as Product Manager for integration products.

• Managed entire SDLC, including requirements gathering, design, code analysis, development, testing and release management of complex enterprise products, partnering with Product Management, Release, fulfillment, Renewals, IT and Legal.

• Ensured on-time, within-budget delivery of complex enterprise products for mission-critical enterprise customers, aiding move to new technology, building valued customer base and increasing ARR by $7M - $25M over 20 years. Manager, Technical Support / Sustaining Engineering Promoted to senior customer-facing role, sustaining legacy products and driving customer satisfaction.

• Built 1st-ever Sustaining team from scratch, including developers, testers and on- / off-site support engineers, slashing operational costs by 50% and generating $7M - $10M+ in annual revenue.

• Selected outsourced technology partners to deliver engineering and support services based on cost, performance and schedule by leveraging vendor management and budget control methodology.

• Created strong technical outsourced offshore staff augmentation support team, filling gaps in 24x7x365 support while decreasing budget by 30%.

ADDITIONAL RELEVANT EXPERIENCE

TIBCO SOFTWARE, INC., Palo Alto, CA

Senior Member, Technical Staff: Global Support

Grew bottom line 20% by supporting customers, including Goldman Sachs, Ariba, SWIFT and FedEx. Senior Member Technical Staff: Engineering

Led design and development of critical software components, enhancing product capabilities of various adapters. INFORMIX SOFTWARE, Menlo Park, CA

Senior Database Software Engineer

Defected fixes in RSAM and MT (multithreading) interfaces, lock manager, log manager and archive / recovery subsystem of Online Dynamic Server, still in use today.

EDUCATION / CERTIFICATIONS

Master of Science (MS), Computer Engineering, Santa Clara University, Santa Clara, CA Bachelor of Science (BS), Computer Engineering, Bombay University, India Bachelor of Science (BS), Physics, Bombay University, India Certified ScrumMaster, Scrum Alliance

Project Management, IEEE

RABQSA-QM: Quality Management Systems, ISO 9001 - RABQSA Certified; 2011 RABQSA-AU: Management Systems Auditing, ISO 9001 - RABQSA Certified; 2011 COMMUNITY INVOLVEMENT

Governance Chair at TGPP https://gratefulgarment.org/, Feb 2023 - Present Volunteer at CMSJ https://www.cmsj.org/, 2005 - Present TECHNICAL SKILLS

OS: Unix, Linux, Windows, Mac

Languages: Java, C, C++, Perl, Shell, Google Scripts (JavaScript), SQL Tools: OpsGenie, Slack, Confluence, Jira, MS Project / Excel; all TIBCO products SCCS: Perforce, SVN, ClearCase

Analytical Tools: TIBCO Spotfire, Salesforce Reports CRM: Siebel, Salesforce, Zendesk

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