Harishankar Selvaraj

Managed accounts with annual portfolio of $36 million, overseeing daily requests tracking, project progress, quarterly reviews, and weekly client cadence.

As Primary liaison between customers project team and technical teams, ensured close coordination of timely progress tracking of tasks to meet customer requirements by project deadlines

Coordinated change scheduling for orchestrated implementation, managing over 190 complex and simple changes monthly.

Adopted Scrum ceremonies for sprint planning, daily scrums, sprint review to reduce controllable backlogs and to take actionable insights. Thus, helped to meet >95% project completion by customer deadlines and controlling T&M efforts efficiently.

Supported on-prem to azure migration projects, data shipping through QNAP Network attached storage from one datacenter to another for critical transition of data as per client requirement ensured secure movement of critical data for the client

Owned projects to onboard customers ensuring it meets their expectations for timely Go-Live of Sandbox, Dev, Staging to Production systems phase by phase.

Transitioned accounts ranging from $5mil to $30mil Annual Contract Value - ACV to the business.

Worked closely with solution architect to build and deploy systems catered to match customer systems and also upgrade migrations as per customer requirements.

Oversaw 1400+ critical changes and maintaining 5K+ service requests under SLA with cross functional team coordination and standups for timely go-live.

Enhanced user experience for Dell driver portal, reducing customer phone call efforts by 40% and increasing site usage by 50%.

Streamlined technical team processes with a flow tool, improving issue resolution time by 18 minutes and reducing repeat part dispatch by 33%.

As a key contributor to develop an inhouse tool to enhance consumer system preventive maintenance which are sophisticated through manual intervention thus reducing efforts by 66%.

Led an initiative to create an agentic tool that can detect and recommend firmware and driver critical to upgrades, which reduced customer calls inbound by 39% and also forecasted reduction in memory failures and securing from security vulnerability attacks.

Contributed to strategic planning, process engineering, and ROI analysis for project implementations

Provided expert support for Dell PowerEdge servers and HCI appliances, covering deployment, management, upgrades, and decommission of product lifecycle

Leveraged proficiency in virtualization, cloud computing, storage, and networking to troubleshoot complex infrastructure issues.

Delivered remote hands and eyes support (RHES) and performed diagnostics and log analysis for storage controllers and computing systems.

Represented on user experience project cadences to provide feedback on the tools tested in lab environment to enhance quality and report bug checks, contributing to a stable release of tools and system firmware's

Taken initiatives beyond KPI, to help reduce resolution time on top repeat issues which reduced time efforts by 40% to the team. Raised awareness of high failure parts to engineering team to address the cause and worked closely for the teams to revamp dispatch warehouse with remediated part to avoid repeat dispatch to the team that impacted 16% of teams KPI.

Resolved a high volume of software and hardware issues for Consumer and Small Medium Business (CSMB) end-users, ensuring efficient problem resolution.

Delivered comprehensive technical support, enhancing user satisfaction and system performance through effective troubleshooting.

Managed diverse support requests, demonstrating strong problem-solving skills in a fast-paced technical support environment.