Surya Ram Kumar

Manages service delivery, escalations, customer retention risk, and SLA/KPI governance across 40+ accounts. Created SDM Intelligence Agent concepts and workflows, and developed Catalyst to improve account intelligence, escalation prioritization, and guided resolution.

Managed client delivery and transitions for three technical projects, supporting onboarding, training, and service performance. Applied process-mapping and knowledge-transfer practices relevant to defining repeatable agent workflows and operational decision rules.

Oversaw project reporting, quality audits, and SLA metrics across three projects and a team of approximately 90. Developed structured reporting, CMDB, and SharePoint knowledge practices that support reliable data foundations for enterprise AI assistants.

Supported SailPoint IdentityIQ, SSO/IAM, RSA access processes, and ServiceNow CMDB/incident management.

Supported Azure AD and Windows Virtual Desktop administration, relevant to cloud identity and automation prerequisites for agent deployment.

Delivered application support, troubleshooting, ITSM ticket management, documentation, server dispatch, and team mentoring.

Delivered application support, troubleshooting, ITSM ticket management, documentation, server dispatch, and team mentoring.

Delivered application support, troubleshooting, ITSM ticket management, documentation, server dispatch, and team mentoring.

Delivered application support, troubleshooting, ITSM ticket management, documentation, server dispatch, and team mentoring.

Bachelor of Computer Applications degree from Bangalore University, completed in 2010.

Microsoft Azure AZ-900 certification, covering fundamental cloud concepts and Azure services.

Datto RMM Certified Administrator certification, validating expertise in remote monitoring and management.

Master of Computer Applications degree from Visvesvaraya Technological University, completed in 2013.

Google Project Management / Agile coursework, focusing on project management and agile methodologies.

Datto Backup for Microsoft Azure certification, focusing on cloud backup solutions.

Advanced Model Context Protocol (MCP) Certification from Anthropic, demonstrating advanced knowledge of MCP.

Datto Autotask PSA Certified Administrator certification, covering professional services automation.

MCP Basics coursework, covering foundational concepts of the Model Context Protocol.