Technical Support Information Technology

Venkatesan (Ven) Kidambi, MBA, CSP, SSPA

Tracy, CA 408-***-**** ******@*****.*** www.linkedin.com/in/VenKidambi

SUMMARY OF QUALIFICATIONS

Pragmatic Technical Support Manager offering a wealth of experience augmenting storage systems, cloud platforms, support tools, and business operations that drive employee and customer engagement.

Change management catalyst with a reputation for leading complex system migrations within highly technical and rapidly evolving environments to streamline workflows and support operational excellence.

Engaging team leader who builds consensus among diverse and geographically distributed teams by empowering employees with the technologies, resources, and environment to flourish professionally.

AREAS OF EXPERTISE

Key Skills Account Management Technology Strategy Process Improvement Escalation Management

Technical support Management Team Leadership Hiring & Recruiting Customer Engagement

Technical ITSM on ServiceNow Cloud ITIL 4 Foundation SaaS Email Security Storage Management

Clustering Technologies Networking and Security Systems Database Virtualization

PROFESSIONAL EXPERIENCE

Power-Up Engineer and Technical Lead CapitalOne Financial Services 2022 – 2024

Managed Power-Up for over 700 employees spanning San Francisco areas, providing application and hardware support for Macs, Windows laptops, mobile devices, re-image systems, reconfigure, upgrade, and support. Direct supervisory responsibility for twelve junior engineers in San Francisco, Plano and McLean.

Work on security issues surrounding Falcon, Symantec Security, Google Security, Cloud Security, McAfee and other Security protocols.

Deploy software using SCCM and Microsoft Intune, reset systems, check system status, usage and other pertinent information.

Assisted employees with onsite technical questions and procured and implemented tools and technologies.

Managed Power-Up inventory, produced monthly reports, accounted for all goods and services delivered.

Shifted Power-Up to onsite thereby reducing shipping and receiving costs for end-user, which saved the company $100K+ annually and decreased turnaround time to 0 days.

Manager of Customer Success Opsara Corp. 2021 – 2022

Small Start-Up with the founders and small IT shop, predominantly offshored IT. Liaised between management, IT remote development, remote support, Site-IT and the end customer to ensure the customer is successful with their deployment and happy. Drive deployment projects from conception to completion. Supervised about twelve IT services professionals situated in Ahmedabad, India.

Troubleshoot Microsoft Outlook, Windows Server deployments, AWS environments. Look at the console logs, system logs and system activity for sources of issues.

Saved $100K annually while simultaneously bolstering customer satisfaction and engagement by hiring an onside engineer to configure, reimage, and ship laptops, which eliminated ordering and shipping delays.

Spearheaded migration from On-Prem Windows Exchange to cloud on AWS platform, exercising prudent control over budget and adhering to rigorous deadlines.

Global Support Account Manager Zero Chaos for NetApp 2019 – 2020

Provided remote and onsite services to customers. Install base configuration and support for NetApp virtual cluster in the VMWare Virtual environment for Verizon Media Group globally distributed data center Storage Operations. Direct client engagement. Shared reporting and work environment.

Engaged in high-level technical discussions, oversaw support interactions, and provided expert guidance to both support teams and customers, ensuring exceptional service delivery.

Utilized Oracle eBS proficiency to generate comprehensive installation base reports and metrics, contributing to strategic decision-making and operational excellence.

Led customer meetings, adeptly managing interactions, addressing escalations, curating content, and optimizing operational efficiency for seamless service delivery and client satisfaction.

Software Support Consultant Gensis-10 2018 – 2019

Proactive initiative to meticulously analyze campaign performance, collaborating closely with Account Managers to guarantee strict client compliance. Direct engagement contractor with individual contributor responsibility.

Provided robust support for the Universal App Campaign Re-Engagement product via the Google CASES portal, ensuring seamless operation and client satisfaction.

Manager, Product Support Verint Systems 2017 – 2018

Led twelve Tier-2 Support engineer and leads. Managed escalations for the VERINT Workforce Optimization product, ensuring swift resolution of complex issues and maintaining high client satisfaction.

Work in collaboration with the Escalation Engineering team in patch management, release management, custom source code management and technical account reviews.

Commanded Business Continuity and Disaster Recovery project, defining clear objectives, engaging stakeholders, and meticulously addressing operational gaps to fortify resilience.

Senior Manager, Technical Support Delphix Corp. 2014 – 2016

Managed and mentored fifteen direct reports across three diverse geographical regions, ensuring alignment with strategic objectives and fostering high-performance cultures.

Participated in release testing, mission control, review windows server logs jointly with support and root cause analysis.

Spearheaded DevOps initiatives to enhance enterprise support, leveraging Good Data metrics, comprehensive reporting systems, knowledge management platforms, CRM integration, and tailored support tools.

Charged with providing comprehensive end-to-end support to Delphix customers, system integrators, and partners, delivering unparalleled service and fostering long-term relationships.

Executed a pivotal project to document and implement the Follow-The-Sun support model for Delphix Global Support, ensuring continuous and efficient support coverage across international time zones.

Manager, Tier II Software Support Proofpoint 2013 – 2014

Directed support operations for Proofpoint SaaS/Hosted Security and Sendmail applications, focusing on assembling, training, mentoring, and coaching a top-tier team.

Orchestrated the response to the Secure Socket Layer (SSL) Heartbleed bug, interfacing with Product Operations team to drive a strategic decision to implement SSL key changes for host-based systems.

Manager of Technical Support Symantec Corporation (Formerly Veritas) 2004 – 2013

Oversaw twenty-five support engineers spanning multiple global locations, including India, Australia, and the United Kingdom, ensuring effective leadership and alignment with strategic objectives.

Document process, collaboratively troubleshoot systems issues, review crash dumps, core dumps, system logs, console logs, root cause analysis.

Manage teams, reporting and performance management.

Instrumental member of Change Management Team for the Salesforce.com (SaaS) Support application tasked with leading rollout of the Inquira Knowledge Management project for Global Support.

Utilized the Workday HCM application to manage team performance, integrating global objectives and fostering alignment with organizational goals across diverse geographical locations.

ADDITIONAL EXPERIENCE

Director of Support, responsible for Support & Services Jareva Technologies (acquired by Veritas)

Technical Support Manager Lynuxworks, Inc.

Technical Support Manager Rainfinity, Inc. RAINFINITY INC.,

Technical Support Supervisor Sun Microsystems Inc.,

Senior Technical Support Analyst Aspect Telecommunications

Communications Specialist MCI (formerly Tymnet)

PROFESSIONAL DEVELOPMENT

Information Technology Infrastructure Library (ITIL) Certified Peoplecert.org Issued 2023

AWS Training Udemy 2019

IT Service Management, Service Now Developer Mindmajix.com 2019

Certified Support Professional (CSP) Symantec Issued 2015

SCRUM Developer Certified SCRUM Study Issued 2015

Support Service Professional Association (SSPA) Certified Symantec Issued 2007

Cioffi & Associates Management Training Certification Symantec Issued 2006

Oracle P/SQL and Developer 2000 Certified Coresoft Corporation 2001

EDUCATION

Master of Business Administration University of Phoenix, San Jose, CA

Bachelor of Science, Business Administration in Marketing SUNY Buffalo, Buffalo, NY

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