Simmaran Singh

Experience

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  Dell Technologies

  Jan 2006 - Apr 2014

  Moved from Business Customer care to Technical Support department.Guiding customers about Chassis tear-down while troubleshooting, Installation of Software: Operating system re-installation(Windows Vista and XP), Supporting Drivers and Antivirus installation like McAfee, Norton, Trend micro PC Cillin and many more.Take Heat check and customer rating how the call was handled by the Agent.Preparing action plan for every agent to ensure that we meet the team’s metrics.Assist in escalations and contact with other departments when issue arises.To take ownership and accountability on all customer issues and ensure effective resolution by thinking “out of the box”. Show less Moved from Dell Home Customer care to Business Customer care department.Have a good exposure of dealing with corporate customers like: Fujitsu, JP Morgan Chase and many more.Coordinating with team manager in weekly reviews and work towards achieving the team’s goal.Representing on daily Process update and to discuss the issues related with the other departments and problems encountered by the customer care dept.Handling all the process related queries and assisting agents to perform better on calls and ensure quicker resolution for the customers.Handling the escalations for the team at times, this includes on call and off call escalations.Coordinating with the team manager in planning the leaves. Show less To maintain acceptable levels of Emails/Calls per Hour as per business goals.To ensure availability during the stipulated period to accept calls with minimal After Call Work (ACW).Be visibly active in demonstrating the workforce diversity initiative for the business unit.Drive to develop the “optical” culture that appropriately balances productivity, quality and effectiveness.Demonstrate effective communication skills through active listening; appropriate tone; exhibiting empathy; verifying understanding and utilizing style appropriate for audience in oral and written communication. Show less

  • Client Technical Support Specialist

    Jan 2010 - Apr 2014

  • Technical Support Expert

    Sept 2008 - Jan 2010

  • Customer Care Resolution Expert

    Feb 2007 - Sept 2008

  • Customer Care Associate

    Jan 2006 - Feb 2007
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  Launch Consulting Group

  Jul 2014 - Jun 2015

  Escalation Manager

  Provides primary initial incident support. Documents, categorizes and prioritizes incidents as they occur. Ensures that incident routing does not meet bottlenecks and that appropriate resources have been engaged to effectively investigate and diagnose critical incidents. Engage right resources for Major Incident, escalated P1 which have critical and high impact on business. Provides comprehensive and accurate information to management about the quality of support for each interaction.Understands SLA requirements and works to ensure those requirements are met when possible. Aggressively drives conference calls with the client and internal support teams.Ensures that the customer/user agrees that the resolution provided addressed their needs prior to incident or service request closure closes the record in agreement with applicable procedures and authorized caller's agreements once incident is resolved or service request is completed. Work with all the internal Infrastructure, Business application and Collaboration teams on daily basis and provide quick fixes, workaround and resolution to Users.Provides timely feedback to upper level management, both Launch IT India and Microsoft IT India on all incidents. Feedback includes but is not limited to incident descriptions, executive summaries, detailed timelines, action plans, workarounds and resolution of incidents. Show less

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  OpsRamp

  Jun 2015 - Feb 2024

  Provide technical, business consulting and product expertise to customers enabling comprehensive solution to be delivered to the marketFacilitate technical discussions and white boarding for project integrations and technical solutions from one to many technical applications with OpsRamp SaaS based IT Operation Manager Platform.Determine the scope of the implementation for Large, SMB, Enterprise and MSP customers Identify use cases, roles and other business requirements for each project implementation scaling from 2000-600,000 Hybrid monitoring resources.Develop/code technology solutions for customers using REST API(OAUTH 2.0/Webhook) based integrations, product extension and enhancements to tailor customer specific requirements.Understand and Provide technical solution strategies for POC/POV for Enterprise and MSP customers.Provide OpsRamp value proposition within 2 weeks of POVs by Onboarding Hybrid Infrastructure using OpsRamp instrumentation to showcase “Hybrid Infrastructure discovery and monitoring” Event and Incident management “Automation and Remediation”, and “Service Centric AIOPS” Ensure sales upselling, and achieve Customer Success (NPS).Produce and manage client-facing documentations like Statement of Work (SOW), Best Practices and RFI/RFP/RFE Conduct implementation pilots and help customer envision final solutionIdentify areas for process improvement within the Professional Services organization and make recommendations to ManagementDevelop risk mitigation plansEnable Partners by Train the Trainer program on OpsRamp platform on new features and functionality. Show less Responsible for driving support related initiatives, goals and vision of the global organization. Executes and manages the delivery of technical support and customer care services to ensure consistent and high-quality service is delivered at all times to the customers.Provide coaching, feedback and guidance to Product Support Representatives to ensure service goals are being achieved. Working with Sales, Development and other internal departments and gets involved with customer feedback to manage expectations in a professional and courteous manner.Accountable for recruitment, training and performance reviews as well as other responsibilities and tasks assigned by Senior Management.Develop support strategy and associated processes to deliver SaaS solution support. Lead and mentor support teams in SaaS solution support delivery.Responsible that efficient Queue management and triage of incoming service requests is performed.Manage daily Service Delivery including Incidents, Problems, Client Interaction. Lead the resolver group for any Major Incidents.Preparation of weekly and monthly operational reports for internal and external stakeholders, Attend and participate in weekly and monthly delivery management meetings.Improvement and automation of customer service delivery using appropriate automation tools. Show less

  • Lead Solution Architect

    Feb 2023 - Feb 2024

  • Senior Solution Architect

    May 2019 - Feb 2023

  • Lead Support Engineer

    Jun 2015 - May 2019
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  Hewlett Packard Enterprise

  Jul 2023 - now

  Principal Information Systems Architect

  Information Systems Architect at OpsRamp now HPE