Jul 2017 – Sep 2019 · 2 yrs 2 mos · Hyderabad Area, India

• A team full of experienced and enthusiastic engineers located in India, Germany, and Barcelona. Which is responsible for a high level of customer satisfaction, yielding results exceeding the goals month on month.
• That's how I define the team I serve.
• I like to push my limits and hence I engage in multiple projects apart from managing a high-value team.
• Leading the transition to service cloud, I underwent a rigorous online training from salesforce trailhead and built a complete working environment in my playground. This helped in refining and fine-tuning some of the existing processes and replacing old business rules to achieve more relevant system. This also helped us to build a better dashboard for KPI's.

May 2016 – Jul 2017 · 1 yr 2 mos · Hyderabad Area, India

• Owning the score card of a large support team to provide first class pre/post sales support for primarily North America, Canada and Latin America for Arcserve suite of products.
• Key Items, I manage are
• 1. Performance management and Career planning
• 2. Volume and Escalation Management
• 4. Incident/problem management
• 5. Support Quality Management
• 6. High priority customer engagement programs.
• Along with the above, I manage Zendesk Administration as well as provide inputs to product enhancement.

Jun 2015 – Apr 2016 · 10 mos · Hyderabad Area, India

• Responsible for managing the implementation of business objectives for a global support team with the focus on a specific product solution set and to expedite the successful resolution of external and internal customer support issues and escalations. As well as managing support ticketing system (Zendesk) for the support and operations team.
• Key Items that I manage are
• 1. Virtual Teams performance
• 2. Escalations
• 3. Partner relation by providing priority support
• 4. Focusing on continuous improvement of people skills and processes
• 5. Process Simplification to reduce overheads
• 6. Zendesk Administration

Jul 2013 – May 2015 · 1 yr 10 mos · Hyderabad Area, India

• I am responsible for managing the implementation of business objectives for a global support team with the focus on a specific product solution set and to expedite the successful resolution of external and internal customer support issues and escalations.
• Key Items I managed
• 1. Queue
• 2. Escalation
• 3. Virtual Teams performance
• 4. Key Metrics

Jul 2011 – Jun 2013 · 1 yr 11 mos · Hyderabad Area, India

• A senior level professional role. recreates customer problems and provides technical assistance to less-experienced support personnel to deliver quality and customer satisfaction. Evaluation, originality or ingenuity required. Knows and applies the fundamental concepts, practices, and procedures of a particular field. Has mastered the basic job duties. Performs work under general supervision that is varied, and may be difficult, yet typically involves limited responsibility. Assignments can be broad in nature. May serve as a resource to others to resolve complex problems and issues. Instructions generally provided in general terms. Can take on project lead role as required.

Jan 2008 – Jul 2011 · 3 yrs 6 mos · Hyderabad Area, India

• Responsible for providing front-end technical support to customers by providing solutions to most product usability and functionality questions, including performing minor recreations to deliver quality and customer satisfaction. I worked on problems where analysis of situations or data requires a reviewed variety of factors to build a necessary solution.

Nov 2006 – Jan 2008 · 1 yr 2 mos

• Leading a team responsible for Microsoft internal help desk, providing assistance on networking, operating system and messaging along with the line of business applications.
• Attending the escalated tickets by L1 engineer and then work with Global networking team to provide the end user with the solution.
• Creating and managing knowledgebase.
• Conducting training on new technologies like IPSEC, Extranet, SharePoint etc.
• Providing feedback as and when required by the L1 engineers.
• Working closely with team managers to achieve the SLA as described.
• Also worked on a few projects like reducing the number of HST (hall-a-way side technicians), Reduction in AHT etc (described in the project handled section).

Apr 2005 – Sep 2006 · 1 yr 5 mos · Bangalore

• Working on issues from the customers all over Australia and New Zealand for the imaging and printing products of HP (Inkjets, All in One’s, PSC’s, Office Jets, Digital Projectors, Digital cameras) and providing intensive troubleshooting with their hardware, software, and networking.
• Also helped coworkers and tried building team rapport, thus meeting the targets such as First-time resolution, CSAT’s (complete satisfaction). Trained new hires on the Product and Processes. Also delivered refreshers training.

Dec 2003 – Apr 2005 · 1 yr 4 mos · Delhi

• I was working for CompuServe a sister concern of AOL as a TSE. My role was to provide technical assistance to end-users for their Dial up connection and the CompuServe browser cum dialer.