Mounica Veggalam

Mounica Veggalam, Leadership Coach

Most impactful leadership lies at the intersection of:
- Personal growth
- Showing up with strong presence
- Learning to connect and lead other humans

I support leaders to scale their impact and create business results by guiding them through the above areas.

Career and Leadership Coach

Microsoft

I often get asked, “How are you a leadership coach when you haven’t been a manager yourself?”

The leadership I talk about is not strategic or tactical.

It’s self-leadership.

Your career trajectory — whether you reach C-Suite heights, or stay stuck in the middle — it starts with you. With what’s going on inside you.

This is the powerful lesson I realized at Microsoft. 

I observed inadequate leadership, average leadership, and excellent leadership. 

I was in heated design discussion rooms, witnessed managers make technical choices from their insecurities, and noticed the best empathetic leaders lost in overwhelm without any recognition.

I also saw powerful leadership from people who challenged the status quo. And challenged their own beliefs.

They were the people who did the right thing
- even when they’re anxious,
- even when they’re frustrated,
- even when they were at the edge of saying, “screw this sh**”

Your frustrations, disappointments, and resentments are where your growth opportunities lie.

When you understand and transform your inner landscape, your capacity for leadership expands, and you'll see the outside results: the promotion, the better project, and the better titles.

That’s the best way to make an impact in this world.

This is transformational leadership.

If you want to learn to lead your people from the inside-out, reach out and we’ll talk.

I am deeply invested in my personal transformation and leadership. That’s how I’m a leadership coach. That’s how I lead my clients to discover entirely new ways of presenting themselves.

I offer trainings, coaching and deep personal transformation, so you can feel fulfilled in your leadership mission. Send me a private message and we’ll chat.

Software Engineer

Practice Fusion

One of my mentors there asked, “Would you rather teach your kids to be smart or to be kind?”

What if I could do both?

With that question, I realized how starkly I’m drawn to deep philosophical concepts and the nature of the human mind. 

And this realization would set it in years later. But I didn’t know that then.

This internship was my entry into the software engineering world. 

It was incredible, surrounded by brilliant people in the startup culture. This is where I released my first feature into production, had my first exceptional manager, and gave my first talk in front of 200 smart people (I was terrible). 

It paved the way for another incredible role at Microsoft.

I won’t lie— I was arrogant about my IQ and my ability to grasp technical concepts quickly.

But I also had crippling self-doubt and introversion that got in the way of my impact.

Even through all that, a couple of things are common today:
— I value people and human connection. Regardless of my arrogance and self-doubt.
— I’m constantly pushing myself beyond my comfort zone. No matter how scary it is.
— I always look at my side of things. Even when I don’t want to. Especially when I don’t want to.

Today, this helps me serve my clients powerfully, 
— I point to the truth at the risk of them not liking me.
— I can deeply support them in facing the risks and uncertainities.
— I invest time and energy in confronting my beliefs and blindspots, so they don’t have to manage my ego.

It's a deeply rewarding experience.

Software Development Engineer Intern

Life & leadership coach for professionals, leaders and entrepreneurs | Software engineer turned coach & inner-work guide

Hi there! 👋 I’m Mounica. I help visionary tech leaders fast-track their careers so they can create more impact, build stronger teams, and bring their vision to reality, all with joyful life-balance.

I’m a software engineer turned transformational coach. Throughout my career, I was driven and confident on the outside. I achieved accolades, promotions, and patents. On the side, I tried to handle all my dissatisfaction with life through meditation and spiritual studies.

But none of that changed the *experience of life.*

I was always looking into the future for everything to settle down. My conversations lacked joy. I was subtly controlling in my relationships so I didn't break down. I was obsessed with achievement. 

Now I have a general sense of creative joy while taking up big projects. And I'm more present with my family.

It wasn't an overnight transformation (nothing worthwhile ever is). I approach this work from an intersection of developmental psychology (think ontological leadership and Robert Kegan's constructive map) and Eastern non-dual spirituality. 

Here are 3 levels of transformation you can expect through working with me:
1. Embodying your leadership voice & an internal compass, so you show Executive Presence.
2. Holding multiple, often conflicting, perspectives, so you bring a vision you deeply desire to reality.
3. Holding multiple identities, so you find creative joy in every choice you make (and have you ready for non-dual interconnected perception of the world).

This work is not about adding knowledge or skills but creating a *fundamentally different kind of mind* that takes the largest perspective, is more complex, and can handle more uncertainty.

My clients report:
- Influence without losing their ethics or empathy
- Command respect in a room full of brilliant (or skeptical) people
- Have ease, joy, and fun creating the results they want

If you’re curious, send me a DM!

Helping tech managers fast-track their careers with personalized 1:1 coaching.

I help with -
- Making tough career decisions
- Landing the next big role and making a vertical moves
- Transforming into a leader who delivers, impacts, and inspires.

Management skills and Relationships come easy to people managers. But what sets you apart is the Leadership mindset. I help managers become leaders and achieve their career goals along the way. 

The typical titles of my clients include:
- Engineering Manager
- Director of Engineering/Program/Product Management
- PM Manager
- Senior/Principal Engineers/PM

Celonis

•	Lead and develop  9-10 high-performing L1 and L2 Customer Support Engineers through transparent leadership, fostering a collaborative and customer-focused culture.
•	Managed daily operations of customer support delivery, including scheduling, operational meetings, and process optimization to elevate customer satisfaction.
•	 Spearheaded cross-regional partnerships, aligning support strategies and resources with global peers to ensure cohesive service delivery.
•	 Demonstrated resilience and adaptability in fast-paced settings, ensuring team responsiveness to high-pressure situations and customer escalations.
•	Utilized over 11 years of leadership experience within innovative, global environments to elevate team performance.

Software Support Team Lead

Teleport

•	Led the development and growth of an early-stage Technical Support team, working towards 24/5 coverage capabilities.
• Implemented cost-saving measures through migration from Zendesk to Salesforce, improving customer experience with a single source of support.
• Improved team productivity, efficiency, and effectiveness through identification and implementation of process improvements.
• Recruited, trained, and mentored a rapidly expanding support workforce, promoting career growth and development.
• Established individual and team goals through definition of key performance indicators.
• Analyzed metrics to identify trends and opportunities for improvement in response times and customer satisfaction and developed, reviewed, and implemented support processes, KPIs, and procedures.
• Assisted teams in problem resolution by coordinating technical resources, outlining requirements, and agreeing on timelines.
• Acted as a mentor and advocate for individuals and teams, providing feedback and opportunities for growth and acting as a liaison with leadership to ensure team needs are met.

Technical Support Manager

Rubrik, Inc.

•	Achieved promotion from Manager, Customer Support (2018-2020) to Senior Management (2020-2021)
•	Led regular team meetings and one-on-ones to discuss individual and team progress and identify opportunities for efficiency
•	Recruited and mentored a fast-growing support workforce, promoting and encouraging career growth
•	Reviewed metrics and identified trends for opportunities for improvement in response times and customer satisfaction, and developed, implemented and reviewed support processes, KPIs, and procedures
•	Provided Root Cause Analysis for critical customer escalations and responded to requests from account teams or customers for escalated cases
•	Assisted teams with problem resolution by uniting technical resources, outlining requirements and agreeing on timelines, ensuring KPIs were in line with trends.

Senior Manager, Customer Support

• Hired and managed a team of Customer Success Engineers/Technical Support Engineers to support Pacific time zone operations from the East Coast. 
• Led and supervised 2nd shift operations for the customer success and technical support teams. 
• Developed and implemented processes and procedures to improve customer service and support efficiency. 
• Regularly reviewed metrics and identified areas for improvement, implementing changes to increase customer satisfaction and resolve issues more quickly. 
• Provided training and mentoring for team members to help them grow and advance in their roles. 
• Acted as a liaison between the customer success and technical support teams and other departments, collaborating to resolve customer issues and improve overall performance.

Customer Support Manager

Infoblox

Managed a team of support engineers responsible for resolving hundreds of support and systems issues for up to 1,200 active external clients.
• Collaborated with third-party software vendors, professional services groups, and internal departments to successfully resolve customer issues.
• Implemented support processes and procedures as the tier-2 technical leadership and support manager, ensuring KPIs were in-line with response time for the entire region in handling critical support escalation issues.
• Recruited, trained, and promoted a top-tier support workforce, building workforce loyalty for greater productivity and developing training programs for program specifics and troubleshooting strategies.
• Led team training efforts on OpenStack technology, lab creation, and training of junior/new personnel utilizing created documentation that streamlines new personnel training initiatives.
• Created documentation for each process and line management initiatives that facilitates laser-focused workforce scheduling.
• Maintained 80% higher customer satisfaction rates for up to 1,200 active customers from 9000+ install base.

Manager, North America Technical Support

Managed critical customer escalations and resolved customer inquiries and issues by phone, email, and the web by leveraging strong IT knowledge, service, and support expertise.
• Led to a promotion to Manager for Tier 2 team, where managed a team of Tier 2 support engineers and provided guidance and mentorship for resolving escalated customer issues
• Served as the point of contact (POC) and support resource while mentoring Tier 1 and 2 support teams located in India.
• Assisted software engineers to create bugs and resolve bug issues as well as collaborated with Escalation and Engineering teams to prioritize issues focused on severity levels.
• Partnered with customers and sales teams to break down communication silos and provided with accurate diagnosis and problem analysis to deliver solid workaround for client issues.
• Resolved major corporate technology issues including network problems for corporate clients like Best Buy and AT&T; served as the escalation point for a DNS problem at AT&T.
• Served as a key contributor in adding new and editing existing knowledge base articles to provide accurate tech solutions.

Senior Technical Support Engineer

Vernier Networks/Automatic Networks

TECHNICAL SUPPORT ENGINEER

★ Provided pre- and post-sales IT support as well as company IT operations oversight; setup multi VLAN and multi-switched networks that simulated client environments and gained knowledge of current client issues.

★ Collaborated with all resources to assist in intrusion detection and vulnerability assessment. 

★ Built IP filters and/or HTTP redirects that blocked certain protocols or redirected traffic.

Technical Support Engineer

Definitive Networks

★ Served as the onsite IT support and administrator for public municipalities and setup/supported IT services including Exchange and SQL, configured Active Directory and documented the enterprise network environment. 

★ Trained end users on new software and completed hardware/software projects; authored documentation on FAQ and how-to instructions for newly installed software or systems. 

★ Standardized configuration changes for clients using ScriptLogic.

Network Administrator

ACT1 - SGI

★ Resolved all network issues as the Tier 1 support and point of contact, documented each item in the trouble ticket as well as the current network setup.

★ Troubleshot and resolved outage and router, switch and proxy issues as well as DNS, FTP, LAN/WAN and mail relay issues.

Network Analyst - NOC

Monitor global connections and take action when there is a service problem

NOC Admin

- Monitor server services, LAN, WAN connections
- Troubleshoot connection or service problems
- Escalate to 2nd level or carrier
- Support remote users and VPN connectios (Cisco software/hardware)

ComputerCare

Contracted out to other organizations to provide, Helpdesk, Desktop, or Network Engineering help.

Network Engineer

As a highly experienced Technical and Customer Support Manager with over 15 years of experience, I specialize in leading and improving support teams, driving quick resolution of customer issues, and implementing new technologies for enhanced performance. My ability to manage and train technical support staff, develop and implement support policies and procedures, and build strong internal and external relationships have been key to my success. My track record of delivering excellent customer service and my commitment to business growth are evident in my leadership skills and communication abilities. My passion for delivering high-quality support and my expertise in driving team performance have been instrumental in ensuring a positive customer experience. I am a results-driven leader who excels at building and leading high-performing support teams, while continuously seeking new ways to improve and drive business growth. 
Key achievements include:

Key achievements include:

•	Led a 2nd shift team of 10-12 support engineers to provide customer service and support to external clients and field sales teams worldwide.
•	Led and oversaw the operations of a geographically dispersed tier 2 support team, providing technical expertise and guidance to over 1,200 active external clients, resolving a high volume of support and systems issues with efficiency and effectiveness.
•	Reduced resolution times for customers by working to shorten Mean Time To Resolve (MTTR) and responding to customer requests, resolving up to 25 cases per Support Engineer per month, resulting in an average utilization and billable time of 75%.
•	Led efforts to improve SLA from 85% to 90% and increase customer satisfaction as reflected in survey responses from 90% to 95%.

taplio

The Battle

Mounica Veggalam

Steven Browning

Followers

Posts

Engagements

Likes

Ready to grow your LinkedIn presence?