Ramya Janardhan

• Act as the primary post-sale customer contact for priority customers, managing IT line of business and key customer stakeholders
• Lead cloud migration projects and collaborate with channel partners
• Develop strategic technology roadmaps and address gaps in solution implementation
• Manage customer adoption lifecycle and proactively resolve issues
• De-escalate complex customer situations with effective communication and problem-solving skills

• Develop and execute customer success plans to align Citrix capabilities with customer goals
• Advocate for customers, ensuring seamless service delivery and stakeholder alignment
• Identify and mitigate risks while fostering peer and client connections
• Drive retention and expand Citrix’s footprint through cross-selling opportunities

• Delivered priority service and support to customers, enhancing overall satisfaction
• Created business review documents, reports, and provided back-office support to global TAMs
• Proactively resolved mission-critical customer issues and optimized service delivery processes

• Managed end-to-end priority incident lifecycle, collaborating with application owners and stakeholders
• Led service restoration efforts, ensuring minimal business impact and adherence to SLAs
• Provided strategic recommendations for issue resolution and service improvements
• Developed incident trend reports and conducted regular stakeholder meetings
• Mentored new incident managers and contributed to ITIL-based process improvements

Hilton Project

• Acted as the single point of contact for global end users, troubleshooting application, network, and hardware issues
• Managed access control and incident escalation, ensuring timely resolution
• Handled critical incident management for Hilton Group’s network and applications

Microsoft Project

• Provided technical support for Microsoft Windows and Office suite, including installation, activation, and troubleshooting
• Resolved complex Outlook and Office application issues, ensuring seamless user experience

Global Capacity Project

• Managed network troubleshooting and Layer 2/Layer 3 configurations
• Monitored and reported network errors, collaborating with the NOC for resolution