Vijaya Konakanchi - California

Vijaya Konakanchi
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About Vijaya Konakanchi

Vijaya Konakanchi is currently living in California, working as a Director, WW Customer Support in "Aster Data systems, Inc." and is interested in Call Centers, Computer Hardware, Internet / IT, Services, Software & Services.
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Job Title

Director, WW Customer Support




Categories of Interest

Call Centers, Computer Hardware, Internet / IT, Services, Software & Services

Company Size



Vijaya Konakanchi
5146 Sea Side Court
Union City, CA 94587
(510) 551-5587 (cell)
(510) 471-1919 (home)

SUMMARY: Started/managed customer support and services divisions in
several companies and successfully automated most processes to reduce cost.
Managed small-2-large accounts with executive relationships and recovered
100% renewal revenue. Escalation management, On-time Delivery and
Commitment to 99% customer satisfaction are my strengths. Currently, I am
seeking a management position in Technical Support & Services areas.

Aster Data Systems, Inc. Jul 2009 - May
Director, Customer Support and Services
Aster is a Terra-Byte database company on all Platforms & Cloud Computing
for every media data
. Established/Managed world-wide 24/7 customer support & services with
offices in CA and India
. Deployed Support structures for Partners, Channels, Enterprise customers,
Presales, POCs
. Automated 60% of technical debugging and support processes
. Recovered 100% maintenance renewals from existing customers
. Increased new renewals with Support/Services Offerings, SLAs & Data
. Proactive Escalation Management and Onsite Services Solutions for major
accounts in US - MySpace, LinkedIn, Verizon, ShareThis, Comscore,
Specific Media, BuddyMedia, Akamai
. Remote and onsite services for international accounts - Pocketkings,
Telefonica etc.
. Deployed fast training programs for Support, Services and Partners
. Responsible for Yearly reviews, Budgets, Career Plans for Level 2 and 3
support engineers

Sana Security, Inc. (Acquired by AVG Technologies in Czech Republic)
Feb 2003 - Jun 2009
Director, Customer Support & Services Operations
Sana is an internet security software company with SaaS, Enterprise, Video
and Consumer products
. Established/Managed World-wide Support & Services groups with
existing/new hires
. Established and managed SaaS services, demo projects and presentations to
increase presales
. Deployed Support structures for Consumers, Partners, OEMs and Enterprise
. Outsourced paid support to YTO and Symantec 1st & 2nd line vendors.
. Acquired and managed remote pre-sales services with demos, training,
installs and reviews
. Deployed customized Training material onsite for partners & vendors (in
USA, Asia & EMEA)
. Ongoing maintenance, career plans, reporting & flexibility to
successfully deploy any projects
. Increased maintenance renewal rate to 98% for all product lines
. Customer Satisfaction Survey resulted in 92% success rate almost every

Acta Technologies (acquired by Business Objects) Jun 2001 -
Sep 2002
Director, Worldwide Customer Support & Services Operations
Acta is a software ETL tool vendor with Enterprise products, SDK and
. Managed Worldwide Customer Support organizations including Technical
Support, Customer Service, Client Services, Applications & Renewal
. Designed/deployed Support Offerings and collected 1.5 mil in renewal
revenue per quarter
. Managed offices in CA, setup office in Germany and managed presales in
France and UK offices
. Outsourced 1st & 2nd level support to Korean distributors.
. Exec level Account Management and OEM support for HP, IBM, Unilever,
Manugistics & more
. Automated Support Processes: Remote access, Remote diagnostics, 24/7
services, Surveys, Followup/Closure CallBacks, Metrics & Measures
. Deployed Promotional packages for Professional Services and managed
onsite services
. Setup support for Acta SDK for connectors to several databases
. Deployed Training material to partners and OEMs in US and Asia
. Responsible for Daily Activities, Budgets, Yearly reviews, Career Plans &
Escalation Management for Level 1, 2 and 3 support engineers
. Increased Customer Satisfaction from 58% to 92% over 3 quarters

Optivo Corporation (Company Shutdown - lack of funding) Jul 2000 -
Jun 2001
Director, Customer Support & Services
Optivo is a SaaS provider for retail businesses
. Established /Managed Customer Support and Services organization
. Deployed On-Line demos for SaaS pre-sales Evaluations
. Automated Ongoing Reports to increase Gross margin rates for retailers
. Exec level Account Management for Amazon, Cameraworld, Bluelight and more
. Deployed Training Material for Retail & IT Users
. Automated/managed internal processes with Engineering, Sales & Marketing
. Setup SaaS Procedures, Policies, Service Offerings & Automation of
Services on-line

Entegrity Solutions (Support Dept. moved to MA due acquisition of Gradient
Director, Worldwide Technical Support & Services May 1999 -
Jul 2000
Entegrity is a Security company with Java/PKI SDK, cert engine & secure
consumer email signatures
. Established/Managed Worldwide Technical Support, Customer Service &
Applications groups
Deployed 24/7 Support & automated Websites to reduce Support cost by 50%
. Managed Offices in San Jose, London and Boston
Deployed Training and Professional Services programs
Deployed Clientele CRM Applications & Clear Quest Bug Tracking Systems with
Responsible for Daily Activities, Budgets, Yearly reviews, Career Plans &
Established Partner/Vendor relationships and Beta Coordination
Executive Account Management for Reuters, Goldman Sachs, FBI and more

Informatica Corporation Sep 1996 - May
Director, Worldwide Customer Support
Informatica is a software ETL tool vendor with Enterprise, SDK, Connectors
& Reporting products
. Established /Managed Worldwide Customer Support and Services Centers
Globally by hiring strong/dedicated engineers with offices in Palo Alto,
London & Brazil
. Established Procedures, Policies, Measures, Offerings and created a World
Class Support Organization
. Deployed Partner and OEM Account Management both at executive and
technical levels for 30+ companies including HP, Microsoft, IBM, SAP and
Always maintained customer satisfaction above 95% recorded through direct
Customer surveys
. Responsible for Daily Activities, Budgets , Yearly reviews, Career Plans
& Escalation Management for Level 1, 2 and 3 support engineers
Launched 24/7 Support globally and automated processes to reduce support
Deployed Clarify CRM applications, Goldmine Accounting systems & Training

Sybase, Inc., Emeryville, CA Oct 1991 - Sep
Technical Support Manager
. Managed Connectivity & SDK application Support teams in Emeryville and
. Provide/Measure quality support on WebSQL, Object Connect C++ Libraries,
Openserver, CT-Library, DB_Library & ESQL/C Connectivity Products.
. Established Career Plans, Budgets, Yearly Reviews, 24/7, Escalation and
Queue management.
. Deployed Partner and OEM support for - Microsoft, Intersolv & PeopleSoft
. Support for Sybase Database, Connectivity and SDK products (CTLib,
DBlib, OpenServer)
. Deployed Account Management for Goldman Sachs, Lehman Brothers, Solomon
Brothers and more wall street accounts

Technical Support Engineer
. Provided support for all Connectivity/Server Sybase Products for
Customers & Field Operations.
. Replicated test environments, debugged C & C++ code, provided suggestions
and workarounds.
. Problems include installations, upgrades, corruptions, design,
performance & tuning.
. Technical Account Manager (TAM) for NBC and Dun & Bradstreet.

Mobil Solar Energy Corp., Boston, MA Dec 1989 -
Sep 1991
System Manager, MIS Dept.
. Coordinated company wide database and network systems for 250 people.
. Managed group of 5 technicians for Hardware support.
. Managed all the computer software and hardware setups, profiles, trouble
shoot and installs.

Education: MS in Computer Engineering, May \'89
Villanova University, PA

BS in Architectural Engineering, Dec \'87

JNTUniversity, India

Hardware: Sun, HP, PC, IBM & Vax
OS: Windows 2000-2008, NT, Linux, UNIX, SUN Solaris, HPUX, AIX &
Databases: Oracle, Sybase, MS SQL Server, SAP, nCluster
Languages: C, C++, Object Oriented, Java, J2EE
Applications: Sales Force, JIRA, Clarify, Remedy, GoldMine, TechExcel,
Sybase CTLib, DBLib, OpenServer, Replication Server, Navigation
Server, Informatica\'s Powermart, Connectors and Integration API,
Aster\'s nCluster(Cloud), nCluster (SaaS), Tibco, Siebel,
Security: Entegrity\'s PKI SDK, LDAP, CA, VeriSign, Sana\'s SafeConnect
Primary Response (attack protection), AVG (Identity Protection)

Honors: Awarded Teaching Assistantship by Villanova University for
Masters Degree
Awarded Gold Medal in Bachelors Degree by JNT University, India
Awarded National Merit Scholarship by the Govt. of AP, India

Quick Profile Summary

Vijaya Konakanchi
Name: Vijaya Konakanchi
Location: California,United States
Job Title: Director, WW Customer Support
Company: Aster Data systems, Inc.

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