Satish Guru

• Led delivery of a financial automation platform for a US-based billion-dollar investment firm—streamlined portfolio-level drawdown and wire transfer approvals.
• Developed custom CRM applications for four EdTech companies in collaboration with the University of Pennsylvania.
• Spearheaded the company’s ISO27001/2022 compliance project, acting as both Product Manager and Business Analyst—drafted 70% of the company policies, led the audit, and achieved certification within six months.
• Facilitated all Scrum ceremonies (Sprint Planning, Reviews, Retrospectives) and maintained agile documentation across JIRA, Monday.com, and GitHub.
• Managed and motivated a cross-functional team of 10+ developers, leads, and analysts.
• Identified project risks early and implemented effective mitigation plans to ensure timely delivery.
• Maintained consistent stakeholder alignment via weekly progress reports and status meetings.

• Delivered proactive support for Veritas licensing and backup products, handling 500+ enterprise cases monthly.
• Designed a Customer Success Dashboard to visualize KPIs and trends, enhancing data-driven decision-making.
• Identified blockers in customer onboarding processes and coordinated with internal teams to streamline support delivery.
• Played a key role in enhancing the Veritas Backup Exec product for Cloud Protection compatibility.
• Contributed to the UAT testing of the Universal Queuing System, improving support team performance and SLA adherence.

• Supported enterprise customers with Symantec SaaS security tools (e.g., Endpoint Protection, BlueCoat).
• Resolved 1,100+ live chat cases in a single quarter, maintaining high CSAT and resolution accuracy.
• Collaborated with Severity 1 escalation teams to resolve high-impact issues for global clients.
• Acted as a Subject Matter Expert (SME) for Symantec licensing, mentoring peers on complex issue resolution.
• Provided insights on Salesforce (SFDC) process optimizations to improve case handling workflows.

Managing maximum calls for the post-pay customer, and helping
them with their billing queries for T-Mobile, now known as EE (UK).
Troubleshooting EE Broadband connection issues. Arranging local
technicians and providing router assistance to comply.
Internally worked with the WellPoint (USA) project. Handled health
insurance claims (HIPAA) for the US customers.