Kiran Kumar

Dynamic Technical Lead with 14+ years of experience spanning technical operations, customer support, HR, and international distribution. Proven expertise in leading high-performing teams, handling complex escalations, and driving service excellence with measurable KPI improvements. Adept at coaching, mentoring, and implementing process enhancements that strengthen customer satisfaction, SLA compliance, and operational efficiency.

Technical Support - Technical Lead at VCC India Pvt Ltd (2019-01 – 2026-04)

Led escalation specialists and technical support operations with focus on high-priority case resolution and customer satisfaction.

• Lead Escalation Specialists, maintaining a 95%+ resolution rate for high-priority cases
• Reduced turnaround for CCTS complaints by 20%, improving customer trust
• Oversaw social media support operations, safeguarding brand reputation
• Implemented workflow improvements, significantly reducing repeat complaints
• Coached agents, L2s, and escalation specialists, boosting QA/KPI scores by 15–20%
• Managed shift schedules and leaves, ensuring 100% team coverage
• Functioned as key liaison between management and team, ensuring smooth communication
• Mentored agents, improving SLA adherence by 10–15%
• Delivered frontline support for Internet, TV, Phone, and Home Security
• Acted as SME, supporting agents to achieve first call resolution (FCR)
• Handled escalated calls with professionalism, ensuring customer satisfaction
• Managed outbound troubleshooting, RMA processing, and technician dispatches

Senior Analyst at HCL Technologies (2012-10 – 2018-02)

Provided remote support for Microsoft infrastructure with 5+ years of experience managing servers and client applications.

• Provided remote support for more than 6000 servers hosting www.Microsoft.com, Windows update and Microsoft online services across 8+ datacenters
• Worked on Microsoft Reference Management Center (MRMC) supporting Microsoft's Connected Sales and Marketing vision
• Suppressed servers with the help of service engineers in OPS Light Tool by making calls based on priority 24x7
• Followed up with Engineers in data center in OPS call
• Took ownership of Incidents and Service requests and worked on SQL server upon SE advice
• Co-ordinated with MOC (Microsoft Operations Center) Team for timely updates and informing property owners
• Troubleshooting and administration on Microsoft client applications Regsys, VLSC and VAM tool

MBA in Marketing & HR – Osmania University (2013 – 2015)

Bachelor of Technology in Electrical and Electronics – JNTU Hyderabad (2002 – 2006)

10+2 – Board of Intermediate Education, Andhra Pradesh (2000 – 2002)

10th – State Board of Secondary Education, Andhra Pradesh (1999 – 2000)