Raghavendra N.Krishnamurthy is seeking a challenging position in the ITES industry utilizing over 14 years of experience in technical support, operations management, and team leadership. He currently works as a Senior Manager of Technical Support at VMware Software India, managing a team of 55 employees. Prior experience includes positions at ECCI, TransWorks, Tesco Hindustan Service, and Hinduja TMT providing technical support, customer service, and quality management.

1. Raghavendra N.Krishnamurthy
Santhrupthi Nilaya, Door # 5, 3rd
Floor, 4th
Main, 1st
Cross, Gaurav Nagar, J.P. Nagar 07th
Phase,
Bangalore-560026
Phone: 91- 9972198001. E-mail: raghuamudha67@gmail.com
Objective:
Seeking a challenging position in the ITES industry that provides opportunity to utilize my
skills and vast experince for organizational and professional growth.
Summary:
A Certified Professional with demonstarted success in the management and delivery of Quality
management, Technical support & Enterprise support. Over 14+ years of extensive experience
working with Enterprise & Consumer support. Proven ability to lead and motivate high
performance teams. A track record of building teams with improved productivity and meeting
critical requirements consistently. Excellent analytical and problem solving skills.
Educational Qualification: - Bachelor's Degree (BBM)
Certifications:
► Advanced Team Leader Certification.
► Green Belt
► A+ Certification
► DCVCA
► ITIL Certification
Key Functional Areas:
Operations / Process Management
► Deliver operational results by ensuring alignment of operational goals to strategic
business goals
► Identifying improvement areas by performing gap analysis and implementing process
improvement initiatives through system changes, process migration, and process
realignment / redefining & efficiency management
► Maintaining the agreed OLA/SLA & thereby focusing on maximizing customer experience
while optimizing costs
► Capacity and capability planning - scheduling staff to meet anticipated workload to
ensure faster turnaround time
► Managing daily operations such as implementation of any new standard operational
procedures & new tools, reporting lines etc.
► Ensure delivery readiness

2. Service Delivery
► Developing efficient processes to all transaction and administrative processing,
ensuring that team delivers impeccable services to customers and meet & exceed
performance metrics, customer satisfaction and budget
► Manage the coordination, implementation, administration and execution of technical
support programs, personnel, communications, projects, products
► Making efforts to improve the quality and response times of the team, having proper
contingency plans in place and efficiently handling crisis situations
► Updating and maintaining documentation and procedures for the clients that the team
administers
► Ensure Compliance and full implementation of Company, Customer policies and
procedures
Training & Development/ Team Management
► Hiring and monitoring engineers, thereby ensuring optimum performance
► Identifying and implementing strategies for building team effectiveness by promoting a
spirit of collaboration among team members
► Creating and sustaining an environment that fosters professional career development
opportunities and motivating the employees for enhancing the existing performance
levels
► Conduct training on effective Business communication
Six Sigma / Lean Six Sigma Management
► Analyzing processes for improvements, applying Lean Six Sigma Management tools &
techniques in different business processes to enhance productivity & profitability
► Imparting knowledge on Lean Six Sigma methodologies and application of Six Sigma
tools
Work Experience:
VMware Software India Ltd, Bangalore [Sep-2009 – till date]
Working as Senior Manager- Technical Support
Team Size – 55
Job Profile
► Manage and develop the support teams, including hiring, professional development and
proactive project work
► Interface TAM, Field team or directly with the customer base on critical escalations
► Design, develop, and implement processes, systems, and technology to support and
enhance the technical support function, including workflow and incident management
► Develop and implement practices that measure the effectiveness and performance of the
Technical Support Function

3. ► Lead / involve in Global Strategic Initiatives
► Coordinating with appropriate technical, professional or service team to resolve
continuing problems and to ensure the support organization is current on technologies
utilized.
► Ensure that support activities are logged, monitored, tracked and resolved appropriately
and in a timely manner.
► Gather and summarizing critical customer feedback to senior management. Preparing
reports regarding support operations and participate in meetings regarding enterprise
support operations, new customers, and projects. Delegate projects and monitoring
project status through completion.
► Overseeing the selection, hiring, training, coaching, performance management, and
disciplinary actions of support team members. Establishing or directing the
establishment of clear performance expectations for individual jobs and team members.
► Adhere to Standard Operating Procedures to facilitate smooth functioning of process.
Ensure conformance to Service Level Agreements and Operational Level KPIs.
► Involved in streamlining internal processes through Gap analysis and setting
benchmarks with specific timeframes for each activity.
► To work along with the other departments like, MIS, Support functions, Escalation
engineers etc. and achieve a common goal of success.
► Mentoring and Motivating subordinates individually and during team meets to enhance
service standards, customer satisfaction & team development.
Performance Management:
► Goals and objectives settings for direct reports
► Ensure business / operational goals are understood and aligned to departmental /
individual goals
► Develop Technical Support Engineers with coaching and appropriate technical training
– support Career development plans
► Performance management and rewards
Significant Achievements:
► Successfully ramped up teams from inception
► Worked with NASA EST, EMEA and now Severity 4 teams all in the last 2 years
► Introduced process changes to ensure better customer experience
► Training readiness focal for aligned business unit

4. ECCI, Manila, Philippines [Apr-2008 – May-2009]
Worked as a Business Process Consultant for IT/ITES projects in Manila,Philipines.
► Compiled training programme for CBTS [Certified BPO Team Leader Specialist].
► Involved in Consulting for ISMS , ITSM , QMS & BPR projects.
► Initiated an enterprise wide programme for the implementation of QMS in ECCI.
► Facilitated public and in-house trainings on various programmes for top clients.
TransWorks, Bangalore [Nov-2006 – Apr-2008]
Worked as a Team Leader for Client Apple. Was also deployed for Transition programme in
Saskatoon, Canada for Apple new operating system [Leopard] from Jul -2007 to Nov – 2007.
► Conducted pilot training programmes for Apple products [Ipod Nano & Ipod touch].
► Maintained a +5% CSAT score over the target and stabilized Customer Loyalty.
► Designed projects for continual improvement in Training, Processes and CSAT.
► Implemented new pilot sales campaign for increasing RPC (Revenue Per Call) by 60%.
► Identified measures to increase ROI (Return on Investment) by 20%.
► Provided Technical and process related assistance to agents for problem resolution.
► Handled Customer escalations.
► Coordinated Queue Monitoring and break management to handle call volumes.
► Performed Root Cause Analysis for various metrics like CSAT, TPR, FCR and Process
Improvement
Tesco Hindustan Service Ltd., Bangalore [Apr 2006 – Nov 2006]
Worked as a Product Specialist providing front line support.
► Supported hardware and Applications to Petrol Filling Station for Tesco stores in UK.
► Escalated “system down” issues to Tier 2 for onsite support as required.
► Provided floor support to all new hires.
► Updated Daily Call metrics in Phone Stats Dashboard.

5. Hinduja TMT Pvt. Ltd., Bangalore [May 2002 – Nov 2003]
Worked as CSE and Sr. CSE for Telecom client in USA.
► Maintained call flow & quality standards.
► Actively participated in Team huddles to share customer experience.
► Achieved an Overall Quality Score of 86% .

6. Hinduja TMT Pvt. Ltd., Bangalore [May 2002 – Nov 2003]
Worked as CSE and Sr. CSE for Telecom client in USA.
► Maintained call flow & quality standards.
► Actively participated in Team huddles to share customer experience.
► Achieved an Overall Quality Score of 86% .