Director Technical Support
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Digitally-driven, seasoned technical support leader with ~20 years experience leading high-performance Global Support, TAC Operations, and multi-tier/premium support programs across Americas, EMEA, and APAC.
Enterprise, Telcos, Government, Hyperscaler customers.
I specialize in building scalable support organizations, leading managers and senior engineers, cross-functional collaborations, and improving customer experience through data-driven operations, escalation leadership, support transformation programs, and shaping customer success strategies.
My technical awareness spans across AI Datacenter Networking, Cybersecurity, Cloud, Wireless and Wi-Fi, SD-WAN, Virtualization and Kubernetes, by virtue of the product lines managed. My problem-solving mindset, stakeholder engagement and management, and strategic leadership ensure seamless customer engagement and business growth.
20 years experience leading high-performance Global Support, TAC Operations, and multi-tier/premium support programs across Americas, EMEA, and APAC.
Enterprise, Telcos, Government, Hyperscaler customers, I have delivered measurable outcomes including:
📈 30%+ revenue influence YoY via escalation recovery & renewal protection
⭐ Consistent 80–90+ NPS & industry-leading CSAT performance
⏱ Improved MTTR & Time-to-Resolution across priority support issues
🔁 50% faster RMA cycle times through process re-engineering
🤖 Automation & AI-assisted triage in support processes and reports
🧠 Knowledge-centric service model & content reuse at scale
B.Tech, Electronics and Telecommunications
2003 - 2006
Digital Image Processing- Watermarking and Denoising an image using Wavelet Transform;
under Dr. M. Roy (Department of Applied Optics and Photonics, Rajabazar Science College, West Bengal)
