About

Ratnesh Ranjan is an accomplished professional with nearly 15 years of experience in Application & Product Support, Process Excellence in Software Support Services, Logistics & Supply Chain Management. He has proven expertise in setting up technical & product support processes from scratch, defining & developing tools, and strategizing the growth of the function and the organization. Ratnesh has demonstrated excellence in gathering and understanding requirements of clients and other multiple stakeholders, followed by translation into functional specifications and provisioning of suitable solutions. Ratnesh has worked in a global team environment and coordinated with various stakeholders. He has trained & developed a team from 5 to 110, extending technical support to clients across the globe including EMEA, APAC, GCC, EU, US & India. He is recognized as a Certified Lead Auditor for ISO 27001 and has delivered excellent results in exceeding quality of service commitments and resolving complex & critical system issues within defined SLAs. Currently, Ratnesh is the Director of Technical Support at FarEye, where he is heading three different functions of Support, Quality, and Technical Writing, including LMS. He maps client/business requirements, provides customized solutions involving finalization of product specifications and selection of appropriate techniques. He administers end-to-end development of applications utilizing some of the breakthrough and emerging technologies available in the market. Ratnesh is also leading a team of 5 members from the Quality Team for maintaining and improving the quality of Support. He is coordinating with cross-functional/onsite and offsite teams for ensuring adherence to specified SLAs. Additionally, he is heading a Technical Writing Team of 4 members to document product manuals, release notes, Knowledge base articles as per the specified norms, and heading the LMS Team for internal stakeholders as well as clients & partners learning. In his past roles, Ratnesh has worked as a Manager at Leo Burnett, where he led a team of 7 Technical Support Specialists supporting regions including APAC, EMEA, and NA. He maintained a dynamic knowledge base of technical solutions to ensure that the organization's IT infrastructure is as efficient and productive. He also developed technical documentation for released products or versions. Ratnesh has also worked as a Senior Product Consultant at Adobe, where he extended customer support via telephone, e-mail, and portal for LiveCycle Server and LC Designer at Adobe Systems. He handled prestigious clients such as Bank of America & NASA for product consultation. Ratnesh holds a B.Sc in IT from Kuvemp