Experience

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  Mazenetsolution

  Sept 2011 - Feb 2013

  L2 corp.trainer(cisco\microsoft)

  • Provide high-level corporate training for the major companies Like CTS, L&T including classroom training, train-the-trainer, video conferencing, Seminars.• Develop document-teaching procedures for a team of 10 technical trainers, encompassing instructional manuals, quick reference guides, and test results forms. Maintain documentation on intranet. • Responsible for Manpower Recruitment and Training Process depends on the Client requirement. • Train company representatives on corporate and business guidelines, customer relationship management (CRM). • Pursue emerging training technologies and strategies. • Oversaw aggressive on-site training workshops for all Clients of MAZENET SOLUTION Ltd. • Uploaded/downloaded testing results to track progress. Submitted reports to division managers. • Conducted workshops and seminars on different technologies in many engineering colleges.• Training the counsellors on people management and client interaction. Show less

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  Concentrix

  Feb 2013 - Jul 2014

  Senior enterprise technical support analyst

   Configuring and maintaining the Backup Exec environment of various companies around the world using Symantec Backup Exec  Troubleshooting and resolving the issues related to all versions of Symantec Backup Exec from 11d to 2012 SP3 Assisting in installing the application software and creating the backup jobs as per the requirements Assisting in Migrating and upgrading the software from one server to another without loss of database. Troubleshooting the issues related to SQL Database backup, VM-WARE 4.0 to 5.5, HYPER-V 2008 and 2012, MS SHARE POINT and Symantec Desktop and Laptop option. Taking care of problems and issues related to Symantec DLO version up to 7.5 SP1. Resolving the backup and restore queries of DB, SharePoint, Exchange server and Active Directory. Configuring and Supporting Physical to Virtual and backup to Virtual conversion. Configuring and Supporting Disaster Recovery of servers using Simplified Disaster Recovery and Intelligent Disaster Recovery Configuring and Supporting File level restore using VMDK and VHD file, DB level restore in MS. SQL, list and file level restore in SharePoint, User level restore in AD, Mailbox level restore in Exchange Using GRT ( Granular Recovery Technology). Configuring Tape Storage, Disk Storage and Dedupe Storage in Backup Exec. Configuring and Maintaining Robotic Tape Library and Virtual Tape Library.  Handling the issues with the Central Admin Server and Managed Media Server. Supporting customer’s ADBO and Synthetic backup Configuring NAS share backup with and without NDMP Show less

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  Xerox

  Aug 2014 - Jan 2015

  System development specialist

   Administrating and configuring the windows server environment of Planned Parenthood federation of America Providing quick solutions and guidance to user provisioning team in all the activities related to active directory and windows server. Configuring and Maintaining the Galsync environment of all the affiliates of the client SCCM and Casper management for all the windows and MAC environment Providing technical training and guidance for the entire team on a periodical basis. Planning and Implementing all new projects of the client related to windows servers  Complete windows server configuration and administration of the client environment Technical Quality management and auditing of all the incidents, work orders and tickets raised for all the windows server related issues Show less

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  Dell emc

  Jan 2015 - Jul 2022

  Leading the business operations of Enterprise Technical Support and Working closely with theManagers, Developers, L3/L4 and first level service operations teams to effectively run thebusiness.Leading a team of Front Line and Backline members in managing the shift timing andassigning the shift rosters.Monitoring the team performance and conduct regular team meets to share ideas, getfeedbacks and help identify areas where process can be improved and made more efficient.Involved in all the escalation calls and made sure that the customers requirement is met as perthe expectationManaging the complete operations metric for the team and making sure that the team goaland the service level is met every Fiscal quarter consistently.Create presentations for business review with diverse audiences in timely manner per theplanned schedule.Prepare a diverse set of reports & analysis for management reporting.Conducting meetings with project personnel and Stake holders to identify and resolveproblems.Participate in carrier management processes, such as Interview selection and performanceevaluation.Conducting meeting with Development and engineering team to analyze the bugs reported andcreating road maps for future firmware or hot fix releases.Collecting and analyzing performance data, creating and delivering reports to the Topleadership team and make recommendations on ways to increase the productivity throughmore efficient process. Show less

  • Resolution Manager

    Mar 2017 - Jul 2022

  • Operations Team Lead

    Jan 2015 - Mar 2017
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  Movate

  Aug 2022 - May 2023

  Project manager

  #Leading and Managing a Team of Enterprise Tech support Engineers for an Enterprise Cyber Security Product. #Managing the Tech Support Project by implementing new ideas,Project Readiness and continuous Improvement plans. #Taking Care of Defined KPI's which includes CSAT Scores, Service Level Agreement, Warranty Cost and Backlog Management#Mentoring Tech Leads in Preparing and Publishing Knowledge Base Articles# Prepare and Present the team Metrics in WBR, MBR and QBR Meetings. #Managing Shift Rosters, Attendance Ratification, Performance Appraisal and Performance Improvement plans# Effective part of Hiring process to identify the right talent and Define the training plan for The product and the process. #Mentoring New Managers in learning the process and the Business requirements. Show less

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  Salesforce

  Jun 2023 - now

  Manager technical support engineering

  Creating a High performance Team Culture and Achieve Success with Integrity,Fostering high level Customer Success culture in the team. Demonstrating High Emotional Intelligence with a Coaching Leadership style.Monitor the team performance & Conduct Regular team meets/1x1s to share ideas, provide & get feedbacks to identify areas whereprocess can be improved & made more efficient. Leading and Managing the Top level Signature Success Business for Mulesoft with a team of Signature Support Engineers. Primarilyfocussed on delivering excellence with Quality which reduces Customer Churn Ratio and helps increasing the Longevity of the customerMeeting the Defined KPI's Month on Month which includes CSAT Scores, Time to Resolve,Service Level Agreement, EscalationManagement,Backlog Management and Close loop Corrective Actions.Involving in Incident Managements, Organisation level Tool-Migration projects, New Process implementations and process improvementideas to bring efficiency and drive results. Function as a Liaison to Technical support team,Customer Success Management Team, Engineering team, Account Executives and theSenior Leadership group to address the business and Technical challenges and identifying areas to improve the quality of the businessActing as a Primary point of Contact and a Key Stake holder from India for AMER Region support to communicate with other regionalManagers and the Broader Leadership team. Training and Mentoring Peer-managers to help them groom further in the leadershipprocess. Effectively involved in Capacity Planning by planning & allocating the resources to Ensure Timely and efficient Support Delivery.Identifying the training area and actively involved in Planning the technical and process training to enable and groom the engineers. Being a Hiring Manager and take Effective part of Hiring process to identify the right talent and Define the training plans for The productand the process improvement. Show less