Keerthi Choolakkal

Served as primary technical escalation specialist for complex enterprise customer challenges, providing expert resolution and technical guidance to global support teams and customer success managers. Designed and implemented incident management processes for customer-impacting issues, coordinating technical response strategies, maintaining stakeholder communication, and ensuring SLA compliance.

Provided expert technical resolution for complex customer tickets, leveraging deep technical expertise in SaaS solutions and Pivotal Tracker's project management platform architecture. Contributed to Agile sprint planning and Technical Program initiatives, utilizing JIRA for technical issue tracking while developing automated processes through API integrations and AI-powered solutions, improving o

Provided technical leadership for Twilio's Customer Interfaces, Messaging APIs, and Voice APIs, delivering expert resolution of complex API integration challenges for enterprise customers. Architected comprehensive technical training programs for new engineering hires, designing technical skill assessments and development frameworks for optimal onboarding.

Architected enterprise SCCM infrastructure at Hexion, designing technical solutions for software distribution and patch management across large-scale corporate environments. Consistently recognized for technical excellence in infrastructure architecture.

Specialized in enterprise escalations resolution at TCS, serving as technical expert for high-severity incidents, developing technical processes and best practices that improved resolution efficiency. Consistently recognized for exceptional technical escalations expertise.

Provided expert technical support for enterprise HP customers for 5+ years, consistently recognized as top technical performer for 4 consecutive years, delivering comprehensive technical solutions across hardware, software, and infrastructure challenges while maintaining exceptional customer satisfaction and resolution accuracy. Consistently recognized for outstanding technical performance.

Completed an Executive MBA program at a prestigious institution, focusing on advanced business administration and management principles. Gained expertise in strategic leadership, organizational development, and financial management.

Earned a Bachelor of Engineering in Computer Science from Sambhram Institute of Technology, accredited under Visvesvaraya Technological University. Developed a strong foundation in computer science principles, including programming, data structures, and algorithms.