Vamsi Ivaturi

* Lead the RPM Support Team and work closely with the other regional support teams * Maintain proactive communication within the team, with customers and stakeholders * Adopt and promote Knowledge Centered Support methodology * Handle escalations by engaging the resources necessary to resolve issues in a timely fashion * Follow up and address issues raised by dissatisfied customers * Work on infrastructure improvements and personnel development * Key member of the post-acqusition systems integration team to help with data migration and new process workflows * Manage and post releases on download site as part of release management cycle

* Successfully managed Support operations combining TAC management, infrastructure improvements and personnel development * Enhanced communication between support teams via knowledge sharing and cross training * Influenced product strategy by providing feedback from the field to key decision makers * Help predict hiring requirements and plan for resource adjustments using severval metrics * Initiated and helped implement new programs and process enhancements which resulted in large ROIs * Led several infrastructure improvements that directly resulted in increased productivity and customer satisfaction * Designed and implemented a next-gen CRM solution for ticketing * Automated several manual processes which resulted in saving of several 100's of staff hours * Built a strong knowledge library of FAQs, online video content and training material for internal and external consumption * Help drive revenue by supporting sales and professional engagements

* Managed Global Technical Support operations for multiple products * Managed and coached a team of support engineers to help them align their goals with those of the company * Continued to support customers, handle complex cases and escalations * Identify process inefficiencies and make necessary changes to improve productivity * Led the effort in recording and posting audio/video content of our annual conference proceedings for the first time ever, which resulted in a widely used video library for training customers and new staff members; improved this process year over year with better tools and processes resulting in large ROI on invested staff hours * Actively participated in Solution Strategy discussions with senior management to represent the voice of the customer

* Supported a wide range of products in the Application Performance Management (APM), Network Engineering, Planning and Operations (NEOP), and Research & Development space * Communicated effectively with customers and engineers to provide timely resolution of issues * Worked closely with high profile customers to help resolve their real world issues * Identified and logged bug reports, set customer expectations and delivered patches to customers * Presented technical lectures and demos at the annual OPNETWORK customer conference