Santhosh Kumar
About Santhosh Kumar
Santhosh Kumar is an Application Support Team Lead at Kaseya, with extensive experience in technical support roles at Vodafone New Zealand. He holds a Bachelor of Engineering in Computer Science from Anna University Chennai and has multiple professional certifications in IT and network administration.
Current Role at Kaseya
Santhosh Kumar serves as the Application Support Team Lead at Kaseya, a position he has held since 2016. He operates from Auckland, New Zealand, and leads a 12x7 APAC core technical support team comprising 10 members, including Level 1, Level 2, and Level 3 Support Engineers. His responsibilities include overseeing technical support operations and ensuring high-quality service delivery to clients.
Previous Experience at Vodafone New Zealand
Santhosh Kumar has a substantial background in technical support, having worked at Vodafone New Zealand in various roles from 2010 to 2015. He started as a Technical Support Specialist for one year, then transitioned to a Technical Escalation Specialist for nine months, and finally served as a Technical Support Team Lead for three years. His tenure at Vodafone provided him with extensive experience in customer support and technical troubleshooting.
Educational Background and Certifications
Santhosh Kumar holds a Bachelor of Engineering in Computer Science from Anna University Chennai, where he studied from 2003 to 2007. He furthered his education with a Graduate Diploma in Information Technology from the Auckland Institute of Studies, completed in 2010. He has also obtained various certifications, including COMPTIA A+, Network+, Cisco Certified Network Associate, and multiple Microsoft Certified IT Professional qualifications.
Achievements in Technical Support
In his current role at Kaseya, Santhosh Kumar has significantly reduced voice-based customer escalations by 90% through his technical and customer handling skills. He has collaborated with the NOC and SaaS Operations team on cloud migration projects and has been proactive in scheduling regular meetings with potential churn customers to enhance service quality. His performance metrics consistently exceed KPIs, including customer satisfaction and ticket closure rates.
Involvement in Software Testing and Continuous Improvement
Santhosh Kumar participates in software testing initiatives, specifically in Ring 1 software testing, where he evaluates out-of-band fixes and reports issues to the Software Engineering Team. He is committed to Continual Service Improvement, conducting high-level technical walkthroughs to assist clients and enhance overall service delivery.