Purushothama K
Driver
System delivery to employee’s house. My thanks to Purushothama, our office driver, who has ensured smooth delivery of the systems to our employees, house during the stringent lockdown phase.

Chandrahasa Poojari
Driver
System delivery to employee’s house. My gratitude to Chandrahasa, our office driver, who has ensured smooth delivery of the systems to our employees, house during the stringent lockdown phase.

Ramachandra D
Security
12 Hours at Office premises. I would like to thank our Security personnel, Ramachandra D, for his relentless services during the strict lockdown phase by being at our office premises for 12 hours a day during the daytime.

Nanjunda Swamy
Security
12 Hours at Office premises – Night. I would like to thank Nanjunda Swamy, our Security personnel, for his relentless services during the strict lockdown phase by being at our office premises for 12 hours a day during the night-time.

Rajesh
Security
Helped for system delivery. I would like to thank Rajesh from our Security team who assisted in delivering the systems to our employees’ house in a smooth manner during the lockdown phase.

Rukkyya Poojari
Security
Helped for system delivery. I would like to thank Rukkyya Poojari from our Security team who assisted in delivering the systems to our employees house in a smooth manner during the lockdown phase.

Balasubramanya K P
HRIS
TeamSystem, UPS coordination. I would like to extend my gratitude to Balasubramanya for his efficient support and services provided during the stringent lockdown phase for the smooth transition of the WFH for all our staff by coordinating and providing all the necessary equipments in a timely and organized manner.

Vinith Kulal
Office Runner
System delivery to employees house. I would like to thank Vinith, our office boy, who ensured that the systems were delivered to our employees during the strict lockdown phase in a smooth, efficient and organized manner.

Vijay Kumar
Asst. Manager Admin
General administration and coordination of all equipment. I would like to convey my gratitude to Vijay who has shown exceptional dedication and support for the smooth transition of the WFH during the stringent lockdown phase by coordinating and providing all the necessary equipments in a timely and organized manner.

IT TEAM
Systems Configuration, etc. I would like to thank the entire IT Team for their relentless support and efficient services provided to all the staff working from home who had major networking/connectivity issues during the stringent lockdown phase. They ensured smooth functioning of all the processes without major hassles.

Arulkumaran Thanga Kaliyamoorthy Senior Network Administrator   H Manohar Rayker Senior System Engineer (Network)   Kevin Fernandes Senior Network Engineer   Sandeep Kumar System Administrator (Network)   Syed Nazeer Ahmed Network Administrator   Raghavendra Senior System Administrator (Desktop)   Keerthesh Senior Network Administrator (Server)   Prajwal Shetty System Administrator   Nishanth K Senior System Administrator (APAC)

Chethan Senior System Administrator (Server)   Orine Cyntheya Alva Senior System Administrator (Compliance)   Vaishakh M R Trainee – System Admin (Compliance)   Pradeep Baby Rao System Administrator (Compliance)   Veeramani Team Lead – Desktop Administration   Prasad Ferrao System Administrator (Desktop)   Shreehari Prasada A Senior System Administrator (Desktop)   Parthasarathy Rao K Associate Project Manager (APAC)

HOUSEKEEPING TEAM
Office maintenance and cleanliness. My gratitude to the entire House Keeping team who continued to work throughout the stringent lockdown phase to keep our office neat and clean.

SRIDEVI CATERERS
Food supply to our accommodation/office. During the most challenging times of the lockdown phase with limited resources, Sridevi Caterers continued their services in an organized manner to provide food supply to our office staff. My gratitude to the entire catering team.

Balakrishna

EIG TEAM – APAC:

Vinay Miranda
EIG APAC/Trainer
Vinay has played a pivotal role in helping our teams move to WFH and operate smoothly thereafter. He assisted in coordinating with various teams across the organization for all IT related asset set up, allocation, troubleshooting and fixing of issues and continues to do so. He goes above and beyond his role as a trainer in ensuring that onboarding of new hires is completed on time and in the most convenient manner possible for those involved. Any team member seeking help on any matter never hears a no from him.

Gaopalakrishna Sheni
EIG APAC/Team Leader 1
Gopalkrishna has always been on his toes to ensure that our teams are well sorted in the WFH arrangement. He has been extensively involved in IT asset allocation and tracking, coordinating with other departments to ensure timely delivery and set up to avoid any production loss. He takes complete ownership of issues at hand and is quick in doing whatever it takes to resolve it. He has managed to efficiently balance between his responsibilities as a Team Lead and being available for the entire APAC team at any time, toggling between working from home and visiting the office to help the team out.

Santosh Karthik / Guruprasad Achar / Raghuveer Pai
EIG Team – Engineering
These 3 folks were in the forefront of the entire effort to make sure that WFH transition takes place smoothly. They worked day and night during the transition to make sure every machine is moved, all the documentation is in place and all the testing is done. Some of them even personally delivered the systems to their team member’s home. Due to their efforts, Engineering did not face any downtime during the transition.

Sachin Rolf Pinto / Shivaprasad Pavoor / Bhargav Shekar Shettigar
EIG Team – NOC
Worked with IT team to set up WFH devices. Coordinated with logistics to ensure the machines are delivered to team members in time. Been in touch with the team members at the initial stages of setting up WFH environment at individuals house. Helped in keeping up teams motivated throughout various WFH stages. Also, troubleshooting issues in Windows machines.

Shodan Nayak / Shyamasundara Bhat / Keerthan G Rao
EIG Team – NOC
GlobalProtect VPN application which is used to connect to the EIG network was not working in NOC Linux machines. Also, we had Dongle issues, it failed to detect in the Linux Machines. They worked on Weekends to troubleshoot the VPN issues, without the fully functional VPN application it was not possible to start WFH. Sysadmin (Chethan) gave us instructions on how to fix the dongle issue. The VPS issue was rectified and by the end of the week we were ready for the WFH. Shodan was like an exacted hand to System Admins, on the majority of the NOC Linux machines they installed the GlobalProtect and resolved the Dongle issues. Also, initially after moving to WFH mode few admins had application issues. Shodan helped each of them remotely by giving instructions over the phone and chat.

WFM TEAM:

Megharaj Kumble
Sr. Analyst – WFM
During initial days of the pandemic, Megharaj shown an exceptional support by completely turning as agent and helping the production to achieve the billing gap. Also he provided WFM support by clocking extra hours during those days without getting paid for the same as voluntary support.

Covid Special Contribution: CSAT – 4.71 (March – June) when deployed to production WFM recommendation to the operations on the best practices with respect to Schedule adherence and highlighting the agent behavioural issues

Akshay Bhaskar Shetty
Analyst – WFM
Akshay clocked extra hours pre/ post his WFM shift and logged in as a chat agent to give a boost on the service level during the transition period of the production agents to WFH mode. This helped in covering a slight gap in terms of service level. He used to produce 12 hours per day over a period of 3 weeks (9 hrs into regular WFM shift and 3 hours of overtime as a production agent)

COVID Special Contribution: Dual mode of support during the initial days of the pandemic between March and April, also maintaining the quality while handling the chats. Recommendation for Implementing the commentary on the mail that sent to the client (Amit) which goes out every 4 hours that speaks about the detailing in case of service level impact

SITELOCK CS:

Tilak Raj
Sitelock Research Team
Tilak is with the team since March – 2011. He is part of the Sitelock research team. Research teamwork towards building a strong malware database for Sitelock. During this pandemic situation, he has undergone additional training during US day hours, be covering his daily work in day time here. On successful completion of the training, on request from clients, he is working on US day hours only during the weekend and makes sure that the queue is handled and all the requests are completed in a given time. Being a senior member of the team, he was always there to help the team members, whenever they approach him. He has received much appreciation from clients for his performance.

I have had the pleasure of working with Tilak for the past 7 years. He was instrumental in the startup of our SiteLock Research team, moving from Expert services to Research. I have watched Tilak grow and develop as a professional over the years. His contributions to SiteLock and our customers have made a lasting impact.
– Norm Bunton (Vice President, Product Support, Sitelock)

Tilak does a great job working with his team and improving in areas where feedback is provided. Tilak has taken on extra weekend coverage to help assist the Research team in meeting their weekly review goals. Additionally this year he was trained on new aspects of the work and quickly
got up to speed with these new responsibilities.
– Marty Fiegl – (Senior Manager, Security Concierge, Sitelock)

Deekshith Kamath
Sitelock Research Team
Deekshith is with the team since March – 2011. He is part of Sitelock Research team. Research work towards building a strong malware database for Sitelock. Deekshith took his personal interest in learning the advance concepts of the process and learned how to write clean signatures for the scanners by working additional hours. He is now one of the key members of Sitelock Research team and his work is being appreciated by Scott Lovell, Neil Feather, Norm Bunton and Marty. Being a senior member of the team, he was always there to help the team members, whenever they approach him.

Deeks strong leadership and technical skills was a natural fit for the SiteLock Research team. Moving from Expert Services to Research, he continues to be a leader on the Research team. I want to personally thank Deeks for all his contributions to SiteLock and the Research team. I look forward to working with him for years to come. Thank you Deeks your efforts and hard work have made a huge impact to SiteLock and our customers.
– Norm Bunton (Vice President, Product Support, Sitelock)

Deeks has been a top performer since he started in research. He’s the go to resource for the overnight research team, always available to help out whether he’s helping train or just be available to answer any questions his team has.
– Marty Fiegl – (Senior Manager, Security Concierge, Sitelock)

Bhanuprasad Kunde
Team Lead
Bhanuprasad is with the team since September 2014. Bhanu promoted as Process Specialist (Team Lead) for the team. Apart from working on regular tickets in the queue, he always helps the agents who approaches him for help with any technical query. He is also handles escalated issue, and helps the US team members to solve the complex issues. He also trained the new agents on the process and made sure they are following the same. He works extra hours to make sure that the assigned task is completed. He also responsible for QA auditing to make sure that the team is delivering skillful resolution to the customers. He is actively participating on all the calls along with his Manager, and passes the updates to the team members on regular basis. He works along with Sandheep on Critical vulnerability patching. His hard work and dedication is always being appreciated by the client.

Bhanu is an absolute pleasure to work with. His inquisitive nature and strong work ethic have really set the tone for the entire Expert Services team. It has been exciting watching Bhanu grow over the years. When I travel to visit the team in Mangalore, Bhanu is always the one going the extra mile, to ensure that my stay is productive and enjoyable. Thank you Bhanu for all you do for SiteLock and me. It really means a lot.
– Norm Bunton (Vice President, Product Support, Sitelock)

Bhanu’s always looking for ways to help the team be successful. He assists in reviewing work, coaching agents and being a mentor to the team members. Bhanu has great ideas and insight into improving the teams work.
– Marty Fiegl – (Senior Manager, Security Concierge, Sitelock)

Sandheep K
Sitelock
Sandheep is with the team since March 2012. He is one of the senior member of the team. Sandheep along with Bhanu works on critical vulnerability patching. He also responsible for training agents on XSS (Cross Site Scripting) vulnerability fix and SQL injection Vulnerability fix. He helps his team members with resolving their technical query and always there to back up when any agents goes on emergency leave. He is constantly sharing his knowledge on resolving complex issues with team members. His hard work and dedication is always being appreciated by the client.

Sandheep is one of the original members of the Expert Services and we are so lucky to have him on the team. He is quick to learn new processes and technology. He provides mentoring to new members and is extremely reliable. Sandheep provides a solid foundation to the team, and it has been a joy working with him over the years. I want to thank Sandheep for all his hard work and dedication to Sitelock and our customers. It really has made a difference.
– Norm Bunton (Vice President, Product Support, Sitelock)

Sandheep’s always willing to help out his team when needed. He’s always consistent and accurate in his work.
– Marty Fiegl – (Senior Manager, Security Concierge, Sitelock)

APPLICATION DEVELOPMENT:

Shashiranjan Sharma
Application Development
Shashiranjan works for one of healthcare clients and manages their dev ops operations. Recently client of another team in GlowTouch was in trouble because of some key job losses at their end and were aware what they need to do to get control of their infrastructure environment. Shashiranjan offered to help the team and remotely walked them through and got the client up and running. Client was very appreciative of Shashi’s knowledge and helpfulness.

Govardhan Chakrapani / Sathish K / Ananth K
App Dev – Sitelock Team
When a colleague of another team was facing challenge of being asked to work on a task that he didn’t have any prior technical knowledge, these members jumped in to help and worked on Weekends and holidays to train and work with the colleague to get the deliverables completed on time.

Rajendra Rao / Sandeep Vinay / Krishnaprasad N / Anantha Krishna K / Shivakumar Karanth K / Lokesh K L
Atria Development Team Members
Team did great job in analyzing the complex system and completing the Atria Mobile Android conversion work within the schedule. Team worked on weekends to provide deployment support and also helped Atria in-house development team in fixing Web-service related issues. The app was launched on Aug 17^th. Overall, it was a splendid team effort across multiple Atria projects.

Praveen Kumar S / Shubhashree / Shivaprasad Shetty / Sajan Shetty / Mahesh Kumar Shettigar
Genscape Development Team Members
Team did outstanding job in learning Python quickly and switching to new product development within few days. This helped in retaining the existing contract with the client and showcasing our ability with the new acquired company (Verisk). Also, team effort was very much appreciated by client.

Renukaprasad / Shruthi / Martin / Ruby / Chandrakanthi / Suman
Hivedesk Team Members
Team had to work on several weekends and holidays to resolve issues out of their control and malicious attempts by hackers on their clients environment. In all cases the team got together immediately irrespective of the time and worked on resolving the issues faced.

DELUXE:

Mohammed Fahad
Deluxe
The team had a new process being transitioned while working from home. They had 3 weeks of remote training and had to go live immediately after the training ends. We had a lot of power outages challenges during our training hours – and most of the team members missed some sessions. Mohammed Fahad volunteered to take a refresh training on the topics that were covered the previous day, before the client training for the next day started. He would login for 2.5 hrs extra every day for 4 weeks to conduct this session to help the team catch up with their missed sessions, always available for the team members to clarify their questions. The best thing about Fahad is – the team doesn’t ask him, he volunteers and clarifies any doubts diligently.

ON24:

Nagaraj Acharya
On24
When we moved to WFH mode, ON24 had record number of chats pouring in and we had staffing challenges on some days of Apr/May 2020. This agent was a queue killer and was the top chat picker. In the month of April and May he handled 1085 and 948 chats respectively . We had around 8000+ chats coming in during this time.

Vipulananda Ganapa Kanchan
On24
With an experience of just 10 months, he ensured to understand the platform well. He was another person who pitched in during peak volume and handled 925 and 908 chats in the month of April and May respectively. We had around 8000+ chats coming in during this time.

Nayana Nagesh
On24
This agent was a key player in ensuring that training project was a success. Even though not much experienced in training, she took this project as a challenge and mastered the techniques of training in a short period of time. She ensured that training project was not hit during initial WFH phase and installed broadband for strong internet connection. She handled most of the tickets when the training team had connectivity challenges (which has been subsequently sorted out)

EIG CCO – iPAGE:

Ganesh Shetty
iPage Team Manager
Agents those who are working in office accomodation were finding it difficult to work without table and chairs. He spoke to the vendor and distributed the chairs and tables to the employees. Also helped a lot with the system movement.

COVID Special Contribution: During critical

situation (no curfew relaxation) he distributed the chair and table.

Rekha Shetty

iPage Team Manager
During lock down, she Worked more than 15 hours at a stretch to help with the movement of systems for agents in day as well as night shifts

COVID Special Contribution: Helped the IT team to setup the systems to quickly initiate the WFH process.

Prashanth Shetty
iPage Team Manager
During lock down, he too Worked more than 15 hours at a stretch to help with the movement of systems for agents and also helped admins to setup the required software installation.

COVID Special Contribution: Helped the IT team to setup the systems to quickly initiate the WFH process.

Akash Durgadas Shetty
iPage Agent
Worked on his off days when it was required. Most importently maintained good CSAT above 4.72 consistently and more than $10,000 Sales

Savio Dalan Menezes
iPage Agent
Worked on his off days when it was required. Most importantly maintained good CSAT above 4.72 consistently and more than $10,000 Sales

EIG CCO – Bluehost:

Waseem Katipalla
Bluehost – Team Manager
During the lock down, Agents working via accomodation were finding it difficult to work without table and chairs. He came down to Mangalore from surathkal and spoke to the vendor and distributed the chairs and tables to the employees.

COVID Special Contribution: He came down to Mangalore during crititcal situation to help the agents.

Sam Mathew
Bluehost – Team Manager
He created a group and a list of agents who needs table and chairs and also helped in distributing chairs and tables.

Gladson
Bluehost – Team Manager
He helped in delivering chairs and tables and also helped in the Chat Groups for long hours for the agents and also got more OTs from his agents which was required during the lockdown period.

COVID Special Contribution: He made his agents work to on their weekly offs which helped us to control SL.

Gautham Royal
Bluehost Agent
Worked on his off days and also extended his shift for 3 hours when it was required. Also, maintained good CSAT above 4.70 consistently.

Manoj Hegde
Bluehost Agent
Worked on his off days and also extended his shift. Also, maintained good CSAT above 4.70 consistently.

EIG CCO TEAM – HGUS/BUILDER:

Krishna Kumar Kasargod
HGUS – Team Manager
Contributed additional hours to train the new agents and met the team goal as per the client expectations, especially when the team was having over 50% new agents in WFH situation

COVID Special Contribution: Came to the office during the OFF work hours to help the IT team to set up the systems to quickly initiate the WFH process. Also contributed to moving some PCs to home.

Shilpa Chernappa
Builder – Team Manager
When I was busy with the HostGator ramp up, Shilpa coordinated with the Builder client to send/receive feedback, manage training sessions along with managing her team.

Vishal Shridhar Sali
HGUS – Team Manager
Came to office during the OFF work hours to help the IT team to setup the systems to quickly initiate the WFH process. Also contributed to move some PCs to home.

Shrithika Vijaya
HGUS Agent
Was moved from BlueHost to HostGator during the start of the pandemic and was consistently above 4.75 ratings even with the WFH situation.Worked during the OFF days to help the new agents without impacting her performance.

Harshith Nekkilady
Builder Agent
Trained a new T3 agent from WFH.

COVID Special Contribution: Came to office during the OFF work hours to help the IT team to setup the systems to quickly initiate the WFH process. Also contributed to move some PCs to home.

EIG CCO TEAM – ASO:

Sudheer Prabhu
ASO – Team Manager
Other than running the ticket team smoothly, he helped in creating few google docs to track the WFH agents performances. Also, providing online trainings for Web coaches and agents whenever there was a need.

COVID Special Contribution: Came to the office during the OFF work hours to help the IT team to set up the systems to quickly initiate the WFH process.

Adarsh Devadiga
ASO – Team Manager
Other than frontline assistance and team management, he created the google docs to track clock-in and clock-out timings, automatic fetch of absenteeism from the schedule. These are helping us for better management of WFH situation.

COVID Special Contribution: Even though he was from Udupi, to which there was no transport facility from Mangalore due to sudden implement of lockdown, he sat extra to help the IT team to setup the systems to quickly initiate the WFH process.

Sanjana Devadiga
ASO Agent
Agent is able to deliver above 4.80 rating from March to July. Being consistent even in WFH situation.

Soundarya Shetty
ASO Agent
Agent is able to deliver above 4.79 rating from March to July. Being consistent even in WFH situation.

CTCT Team:

Meghana Salyan
Team Manager
Worked 20 hours at a stretch to help with the movement of systems for agents in day as well as night shifts.

COVID Special Contribution: Came to office during the Covid situation to complete OJT for a new hire batch and get them up to speed.

TICKET – BILLING (BH AND iPAGE):

Yashwanth Murthy
Team Manager
Managing 24 members BH Billing Ticket team. Helping T1 team managers as well on Billing related issues. Helped the IT team to setup the systems to quickly initiate the WFH process.

TICKET – TECHH 2 AND TECH 3 (BLUEHOST AND iPAGE):

Ranjith Karichery
Team Manager
During lock down, he worked along with the System Admins to install the required software for most of the systems before transit to the agents home. He was there in the office more than 15 hours to help to transit the systems and also came to office on OFF days to help.

COVID Special Contribution: Helped the IT team to setup the systems to quickly initiate the WFH process. Also, helped to solve the system issues remotely after transision

Ashwin Rao
Team Manager
During lock down, he worked along with the System Admins to install the required software for most of the systems before transit to the agents home. He was there in the office more than 15 hours to help to transit the systems.

COVID Special Contribution: Helped the IT team to setup the systems to quickly initiate the WFH process.

Murali Shettigar
Team Manager
During lock down, he worked along with the System Admins to install the required software for most of the systems before transit to the agents home.

COVID Special Contribution: Helped the IT team to setup the systems to quickly initiate the WFH process.

EIG CCO – TRAINING:

Prateeksha Raikar
Technical Trainer
She has taken her dedication to the next level after WFH by regularly clocking 11+ hours and working on her off days to handle chats when needed and to ensure that she is available to help the new hires. She has managed to maintain a very good throughput of 80%+ even during WFH. Additionally, she has taken up critical refresher training sessions and created job aids for the agents in production. She has already bagged the Best Trainer award 3 times this year.

EIG CCO – QUALITY:

Prajna Jogi
QA Auditor
Prajna does the best in any role that is given to her. During initial days of WFH mode, she transformed herself as a chat agent to help the team to control AHT and SLA. She also co-ordinated with the team to complete the audits and the task that was assigned. Any task that is given, she would lead the team to make sure that the work is done. Every work is neatly plan and executed. Takes lead in conducting calibration, creating newsletter and also recently conducted quiz to enhance the knowledge level of the agents.

COVID Special Contribution: During initial days, she worked as a chat agent and also as an auditor to make sure that the quality of the agents are not compromised. Week offs are scarificed to make sure that the audits are completed.

EIG CCO – CSAT:

Shruthi Poojary
CSAT Auditor
Shruthi is one of the most dedicated and result oriented person in the CSAT team. She, not only completes her task on time, but also goes on to achieve an extra mile to make sure that proper quality checks are met and best customer service is provided to our customers. She does comes up with creative idea on preparing documents and scenario based situation to help the agents to tackle tough situation. During Pre-WFH days she used to sit extra to do additional task and this has continued during the WFH mode as well. She has received the “Auditor of the year” for 2 consequent years (2018 and 2019). She has also received “Best Auditor – Monthly” on multiple occasions.

COVID Special Contribution: Proactively came to office, collected her PC, so that she can get going and start the work without waiting for the system to be delivered to her place. Handled chats during the initial days of WFH mode and was consistent with CSAT score of 4.73 and made sure that customer satisfaction was provided with utmost care and concern.

ENDURANCE TEAM:

Rajesh Kannan
Endurance Engineering ( iPage ) Team
Quote from Endurance VP of Engineering: “Rajesh is Super Human and a Super Hero. He never stops working. He is available during US Day and US Nights. I have tried to stop him and have him take some rest, but I have not been successful so far. Rajesh is a Lead and Mentor not only for the team in Mangalore but also for the team in US”.

Ashlesh Malli
Endurance Engineering ( Business Intelligence ) Team
Contribution: BI team has grown 200% in the last 8 months. Ashlesh Malli’s through his hard work, customer connect and thought leadership has been the crucial factor driving this growth.

Praveen KK
Endurance Engineering ( FOS ) Team
Contributions: Praveen KK through his skills and strong performance in the FOS team has played a key part in the success of the team which was formed in Q2 2020.

Aishwarya Jagadish
Endurance Engineering ( QE ) Team
Contributions: Aishwarya is quick in automation and even manual testing. Her code for API has got good reviews from clients. She has been consistent in her performance.

Chethan S
Endurance Engineering ( iPage ) Team
Contribution: Chethan’s contribution has been instrumental in the success of several projects on the Proton team. He has mentored several Engineers on full stack development.

Neethi Shivaram
Endurance Engineering ( Builder ) Team
Contribution: Neethi has been consistently performing well and the recent switch to Store testing has been smooth all because of her hard work and efforts. She is always a step ahead that does make all the difference in the quality of the work.