Alok Shukla

Gurgaon, Haryana, India

+91 xxxx xxxxx

[email protected]

555 followers

Timeline
Sept 2004 - Mar 2005
Tech Support Engineer
HCLTech
Mar 2005 - Sept 2009
Technical Support Consultant
Hewlett Packard Enterprise
Sept 2009 - Feb 2019
Sr Technical Account Manager
Dell Technologies
Gurgaon, India
Current Company
Feb 2019 - now
Technical Account Manager (Cloud Professional Services)
Google
About me
Technical Account Manager at Google Cloud
Education
- Mindfulnyu
  2021 - 2022
  Innermba mindful leadership
  Activities and Societies: Art & Science of Self management, Overcome immunity to change, setting impactful goals, and building a leadership culture. Engaging in difficult conversations, mindset and practice of compassionate leadership. A 9-month virtual program that teaches you how to lead from within and bring your deepest values to business.
- Mahanagar boys inter college
  1985 - 1996
- Indira gandhi national open university
  2001 - 2004
  Mca computer application
Experience
- Hcltech
  Sept 2004 - Mar 2005
  Tech support engineer
  Technical support to enterprise customers for a leading telecom company in the USA. Support involved assisting and troubleshooting issues with DSL Networks Static IP's etc.
- Hewlett packard enterprise
  Mar 2005 - Sept 2009
  Technical support consultant
  Account Support Management for HP Mission Critical Support customers. ITSM assessment. Installation / Configuration and Technical Support on Servers, Blades, EVA, Enterprise Libraries, XP1024, XP12K.
- Dell technologies
  Sept 2009 - Feb 2019
  Service Delivery Manager for key Fortune 500 companies. Providing strategic guidance and Technical support [Proactive & Reactive] on Dell Products & Services. Using Support data identify areas for operational improvement and implement changes. Help customers better leverage dell products & Services to fulfill IT & IT aligned business objectives. Key responsibilities includeTechnically focused Account Management, stakeholder management etc.Aligning support activities with customer IT business goals, Support Planning,Single point of contact to help customers leverage Dell Technologies & resources to meet IT & business objectives.Enhance / optimize the IT infrastructure efficiency using personalized reporting & proactive notifications.Escalation Management & Support optimization, including training, support and change management.Service Delivery reporting on support metrics, support quality. Utilizing feedback to improve overall customer support experience. Quarterly Support review & Yearly Executive Business review. Show less Escalation Management for complex issues on Dell Servers, Storage, and Systems Management. Conduct technical / operational training, mentoring technical teams to improve Service Delivery quality. Major Projects 1. Identified improvement areas, implemented changes to reduce number of incoming calls from onsite support engineers. Effort led to 90% decrease in the number of incoming calls. 2. Setup enterprise lab to assist remote support engineers replicate customer issues in the lab. Directly improved Customer CE on complex issues. Show less
  - Sr Technical Account Manager
    Jul 2013 - Feb 2019
  - Technical Support Advisor
    Jun 2011 - Jul 2013
  - Technical Support Engineer
    Sept 2009 - Jun 2011
- Google
  Feb 2019 - now
  Technical account manager (cloud professional services)
  Helping enterprise customers’ accelerate journey to the Cloud. My role involves helping customers transform and evolve their business through the use of Google Cloud . Key task include guiding customers derive the most value from their Google Cloud Platform and G Suite investments.
Licenses & Certifications
- Hp-ux certified system administrator
- Itil v3 foundation
- Red hat certified engineer (rhce)
- Professional data engineer
  Google cloud
  Dec 2021
  View certificate
- Project management professional[pmp]
  Project management institutue [pmi]
  Jul 2012
- Trusted advisor, level 3
  Dale carnegie training
  Oct 2018
  View certificate
- G suite administration specialization
  Coursera
  Nov 2019
  View certificate
- Professional collaboration engineer
  Google
  Dec 2019
  View certificate
- Google cloud platform fundamentals: core infrastructure
  Coursera
  Jan 2019
  View certificate
- Learning cloud computing: serverless computing
  Linkedin
  May 2018
  View certificate
- Google cloud certified professional data engineer
  Google
  Dec 2021
  View certificate
Honors & Awards
- Awarded to Alok Shukla
  Silver Award - Jul 2017 Silver Award for leading Support Transformation Initiatives, Process Automation and bringing productivity Change in Account Services Management team.
- Awarded to Alok Shukla
  Dell Champion Award CEO's Office Feb 2017 Award for Leading and successfully completing Technical Account Manager, Resolution Manager escalation handling project. The project led to 20% increase in customer facing activities of the TAM team post go live. TAM's can now focus more on customer centric transofrmation activities instead of escalation management.
- Awarded to Alok Shukla
  Silver Award - Oct 2016 Silver Award for creating Services Sales engagement model for Technical Account Management Team.
- Awarded to Alok Shukla
  Silver Award - Aug 2016 Silver Award for designing Globally unique customized services for Hyper scale customers where standard support offerings are expensive and do not meet customer requirements. With this Customized service, the department will earn incremental revenue from service upsell and customers receive enhanced support services.
- Awarded to Alok Shukla
  Dell Champions Award CEO's Office Mar 2015 Dell Champions award for 2x increase in the Premium Support attach and 2x increase in services revenue.
- Awarded to Alok Shukla
  Gold Award - Jul 2014 Gold award for quickly closing multiple business critical escalations in a quarter.
- Awarded to Alok Shukla
  Silver Award Dell Services Jul 2012 Silver Award for leading the Dell India Customer Proactive Support transformation by introduction of Dell OME / Support Assist / Auto Call logging.