Enterprise Technical Account Manager with 12+ years owning post-sale technical relationships across a 100+ account portfolio spanning Department of Defense, federal civilian, Fortune 50 financial services, global technology, and healthcare/education verticals. Trusted advisor to C-level and program-level stakeholders on adoption, architecture, and renewal risk; known for resolving multi-vendor incidents where accountability is contested, and for converting recurring failure patterns into permanent process and product fixes. Applies AI and automation directly to account operations — from Copilot-driven QBR and case-review pipelines to Salesforce Agentforce agentic automation and independently engineered agentic systems. MS Computer Science; published IEEE researcher.
Assumed incident command on a stalled three-vendor bridge during a full voice-services outage affecting 12,000 users; isolated root cause within 6 hours and authored the RCA the agency adopted as standing change-control.
Inherited a $6M account 4 months from renewal with 25 open escalations; ran a joint remediation plan closing 90% of the backlog in 6 weeks and secured a multi-year renewal with expanded scope.
Led zero-downtime cutover planning for clinical voice across 15 facilities; established the pre-cutover checklist reused on subsequent healthcare deployments.
Customer identities withheld; sector and scale only.
M.S., Computer Science — University of North Texas (2001–2003)
B.E., Computer Science — University of Madras (1997–2001)
Boukerche, A. & Pattabiraman, V. "A Dynamic Bandwidth Management Scheme for Wireless Multimedia Networks." IEEE Local Computer Networks, Vol. 1, pp. 837–846.