SHASHIKANTH THATE

+918861448457 [email protected]
Hyderabad, Telangana, India

OBJECTIVE

I am an accomplished Customer Success Manager - Project Manager - Cyber Security with more than
12 years + of experience including 10 years in Service / Support Management.
~ Capable of leading technical teams and applying customer service concepts to improve user
experience for customers.
~ Analytical thinker, creative problem solver and a highly motivated individual with a zeal for customer
service and building relationships.
~ Proven leader in building successful global teams, problem solving, and optimizing IT
~ Seasoned operations manager with experience in Service Operations, transitions, projects, quality
and people management.
~ Proven track record of driving processes, operations, projects and integrating with strategic business
objectives.
~ Passionate about continuous learning and leveraging the experience and expertise as an
organization transformation catalyst.

EXPERIENCE

ColorTokens, Inc.

Customer Success Manager – Project Manager – Support Manager I Hyderabad I

17-Jun-2019 - Till Date

 In charge of managing product support efforts on behalf of the organization, organizing support tasks,
and delegating activities in the department. Excellent communication abilities to lead a group of
professionals in meeting all company project objectives.

 Coordinate with other managers, sharing crucial product support data and resolving issues as they arise.
Ensuring product quality control and rectifying any potential issues before / during product delivery.

 Lead, Mentor and motivate teams to achieve productivity and engagement.

 Oversee the implementation of technology solutions throughout the organization.

 Coordinate customer service operations and find ways to ensure customer retention.
 Implement efficient processes and standards.

 Advanced analytical and problem-solving skills to make product / Support decisions. Participate in
business meetings to suggest innovative support strategies to raise product recognition. Ability to work
in a fast-paced environment with tight deadlines.

 Advanced knowledge of the latest technologies to meeting market standards and expectations. Identify
technical problems, manage product performance using established metrics, and work efficiently with
minimal supervision.

 Facilitating client and company communication channel to resolve customer complaints. Regular
Interaction with department members, as well as respond to external product feedback. Manage team of
Customer success engineers ensuring all means of support agreements are being met post product
delivery and maintenance.

 Project manager for completion product delivery ensuring project developments and deliveries are being
documented and completed on timely basis. Proficient in troubleshooting methods and modifying
support plans.

 Report progress to the product support / services to Vice President. Provide excellent client service and
strive to develop brand loyalty.

BT Convergence Pvt. Ltd.

GIS India Field Services - CA Technologies (A Broadcom Company)

I Bangalore I 06-Sep-2016 – 30-Mar-2019

 Designated as Principle IT Customer Support Engineer, with roles of site in-charge at CA Technologies,
Bangalore heading GIS operations and service management.

 Monitor, control and support the execution of Service Management processes across all processing areas
ensuring system methodologies, procedures, policies, and SLAs, are adhered to the aspect of GIS
Service Management ensuring compliance principles.

 Internal advisor and consultant for an aspect of Service Management process related work and the
integration with other aspects of Service Management.

 Advising management and staff on current industry trends and service management processing concepts
and strategies. Propose, design, develop and implement a strategy in line with the industry's future
direction.

 Building and maintaining relationships with all areas of GIS that are responsible for delivering Service
Management

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 Being goal and customer-service focused. During times of emergencies, outages and project planned
work and to be on-call and available until the event is addressed.

 Identify trends and process improvement opportunities. Make recommendations and propose automated
solutions.

 Provide highly visible customer support through overseeing any necessary diagnosis, troubleshooting,
service, and repair of complex Lab, Product / Project Support and AV equipment systems.

 Involved in supporting conferences and large training meetings of users within location & remote. Build
strong relationships with stakeholders across products and product lines, sales, marketing, education,
etc.

Magna Infotech Pvt. Ltd.

Desktop Support Engineer - CA Technologies I Hyderabad I 21-Oct-2015 -

 Provide support services to employees with information technology issues involving applications or data,
and educational technologies.

 Advocate for the team and promote their successes, learning and share key learning throughout the
organization.

 Be present, support and guide the team during all relevant Agile processes and practices. Support and
participate in programs aimed at increasing levels of employee engagement and satisfaction.

 Worked as part of the extended User Experience Team in facilitating the processes, practices and
principles necessary to delivering an exceptional customer experience.

 Worked with end-users, stakeholders, Product Managers, and Product Owners to maintain a high-level
understanding of the current and upcoming User Experience requirements for the solution/service.

 Communicate user needs and expectations to various internal stakeholders owning the voice of the
users.

 Recognize user experience (UX) methods in the creation of well-designed user experiences for the
company's solutions/services.

 Involved in the overall strategy of increasing reach of solutions/services.

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Dell International Services PVT. LTD

Client Technical Support Associate I Hyderabad I 01-Oct-2012 - 23-Jun-2015

Tech Mahindra - (Formerly Mahindra Satyam)

Sr. Tier II Tech Support Agent I Hyderabad I 01-Dec-2009 - 05-Dec-2011

TCES Pvt Ltd.- (Subsidiary Group of Jet Airways)

CSP Telereservations - Training Co-ordinator I Mumbai I 20-Feb-2009 - 17-

Menzies Bobba Aviation GHS Pvt. Ltd

Sr. LL Agent - Sr. PSA I Hyderabad I 23-Mar-2008 - 13-Dec-2008

GG India Pvt. Ltd.- (Subsidiary Group of Lufthansa German Airlines)

PSA - CC I Hyderabad I 01-Feb-2006 - 21-Mar-2008

EDUCATION, CERTIFICATIONS AND SKILLS

 Alagappa University - Bachelors in Computer Science - IT.

 Frankfinn Institute Of Air Hostess Training - Diploma in Aviation Hospitality and Travel
Management.

 ITIL V4 2020

 Business Analyst - IT Project Management

 BCMS -Business Continuity Management system- ISO 22301:2019 

 ISO 27001 – Lead Auditor

 Lean Six Sigma Green Belt (Preparing)

 Lean Six Sigma Black Belt (Preparing)

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 Product Management (Preparing)

 CompTIA Security + (Preparing)

 Project Management PMI- PMP (Preparing)

 Cyber Security (Preparing)

 Ethical hacking and Forensic Investigator (Preparing)

 AWS Cloud Computing (Preparing)

 CISSP (Preparing)

 Skills: Strategic Planning, support and Remote Infrastructure Services, Integration of