Madhu Sudhan

Applause Award for NBA Assistant Validation Abderahmane Naidjate Jun 2024 Thank you team for helping out the NBA Data Science team with an adhoc ask to deliver testing on our NBA Assistant system (Over 200 records of tests). You efforts are greatly appreciated!

Bravo Award fpr Next Best Action 2.0 AI/GAI Implementation Erin Kurusz Jun 2024 Congratulations to this exceptional team for collectively ensuring the successful completion of the largest-scale AI/GAI implementation in Dell Technologies Services to date. Thanks to the unwavering dedication of this team, we have onboarded nearly 5,000 CSG Tech Support agents into Next Best Action (NBA) 2.0, an advanced AI/GAI-powered diagnosis engine that collects contextual data and leverages APIs to generate intelligent responses to queries, continuously incorporating user feedback to… Show more Congratulations to this exceptional team for collectively ensuring the successful completion of the largest-scale AI/GAI implementation in Dell Technologies Services to date. Thanks to the unwavering dedication of this team, we have onboarded nearly 5,000 CSG Tech Support agents into Next Best Action (NBA) 2.0, an advanced AI/GAI-powered diagnosis engine that collects contextual data and leverages APIs to generate intelligent responses to queries, continuously incorporating user feedback to improve relevancy and accuracy. This team worked around the clock to roll out NBA 2.0 to the intended agents, ensuring the capability met quality standards and promptly resolving any issues that arose during deployment. Team – your innovation, collaboration, diligence, teamwork, and relentless “can-do” attitude are commendable. Please take a moment to celebrate this significant milestone, and keep up the excellent work! Show less

Bravo Award for Dynamic Model Execution Production deployment Abhishek Dokania May 2024 A big thank you to the Telemetry Insights Integration team for the launch of the Dynamic Model execution capability providing near real time Thermal Telemetry Insights to DTC/Boomi powered by collaborative efforts from multiple Engineering teams. All changes delivered to date serve to drive important dispatch / warranty cost savings for Dell, as will the integrations to follow through the remainder of the fiscal year. We sincerely appreciate all the effort you have put into the TIV program, and… Show more A big thank you to the Telemetry Insights Integration team for the launch of the Dynamic Model execution capability providing near real time Thermal Telemetry Insights to DTC/Boomi powered by collaborative efforts from multiple Engineering teams. All changes delivered to date serve to drive important dispatch / warranty cost savings for Dell, as will the integrations to follow through the remainder of the fiscal year. We sincerely appreciate all the effort you have put into the TIV program, and we look forward to the additional releases to come later in FY25! Show less

Bravo Award for Telemetry Integration Wendy Le Maire Araya May 2024 Telemetry Integration: Real-time data insights were essential for course correction. Madhu championed the integration of telemetry insights, allowing us to monitor performance, identify bottlenecks, and make data-driven decisions

Game Changer 2 Award Wendy Le Maire Araya Apr 2024 Telemetry Integration Project - for $120k savings achievement

Bravo Award Pramod Siddabattuni Oct 2023 I want to take a moment to express my sincere appreciation to team for the exceptional work done in completing the analysis and savings estimate for upcoming Telemetry Integration use cases for FY25. Each team member's unique contributions and expertise complemented one another, and the savings estimate team provided will not only guide us in making informed decisions but also serve as a foundation for a successful launch

Bravo Award Pramod Siddabattuni Sep 2023 Team did fabulous job from Idea to Implementation of Thermal Telemetry Intelligence collaborating with wide ecosystem of teams and their processes, handling many challenges in the journey and making the difference

Delight Award Neeraj Lakshminarayanan Mar 2023 I would like to express my awe and appreciation for Madhu's herculean efforts towards keeping our Boomi Solutions up to date. Boomi Guided Solutions are a critical enabler for our frontline when it comes to faster resolution. However, keeping these solutions up to date is a challenging task, given the changes in our call drivers, product features, system diagnostics etc. Madhu brilliantly led and coordinated an effort to review the Top 40 Guided Paths last year and in the process captured over… Show more I would like to express my awe and appreciation for Madhu's herculean efforts towards keeping our Boomi Solutions up to date. Boomi Guided Solutions are a critical enabler for our frontline when it comes to faster resolution. However, keeping these solutions up to date is a challenging task, given the changes in our call drivers, product features, system diagnostics etc. Madhu brilliantly led and coordinated an effort to review the Top 40 Guided Paths last year and in the process captured over 300 step level feedbacks/improvements! Madhu is very analytical and data driven in his efforts. For FY24, based on usage volumes he identified the Top 18 Guided Paths that account for ~75% of overall usage and is currently leading an effort to revamp these Guided Solutions. He brought together all key stakeholders in his "Path-by-Path" review meetings to exhaustively review and get SME input on any changes that affect the frontline. I am sure his efforts will contribute to improving CX and reducing dispatches and Time to Resolve. Wishing Madhu every success in FY24 Show less

Applause Award Jennifer Hammadi Oct 2022 I want to take this opportunity to say thank you for your valuable contributions in the preparation and follow-up of this year’s **Tech Support Showdown. There were a lot of actions to cover and often tight timeframes for completion. Mobilizing quickly and being responsive to all actions coming your way helped the project progress smoothly! Thanks so much for your ongoing support in all things Customer Experience!

Applause Award Wendy Le Maire Araya Sep 2022 Thanks team for putting the effort on closely looking a DPS vs NDPS outcomes when using PSQNs, this level of attention and quick turnaround would be vital to make an informed data based decision on how to measure DTC usage when using PSQNs and also to validate possible enhancement needs Nicely done!

Game Changer Award Eduardo Matos Apr 2022 The team led a cross functional effort to re-design how all of our front-line teams in CSG are able to find and consume engineering content to solve customers issues. This included the review, re-categorization of platform and metadata of of 900+ articles. They also worked with the IPS team from PG, the NBA team from GPE and the Content Creation team to design an new authoring process that would ensure each new engineering article would be easily found within DTC. This has resulted in 100% of… Show more The team led a cross functional effort to re-design how all of our front-line teams in CSG are able to find and consume engineering content to solve customers issues. This included the review, re-categorization of platform and metadata of of 900+ articles. They also worked with the IPS team from PG, the NBA team from GPE and the Content Creation team to design an new authoring process that would ensure each new engineering article would be easily found within DTC. This has resulted in 100% of new engineering content passing our audit process. This new process will ensure that our customers are always provided the right resolution for their systemic issues and will provide improved warranty cost performance for Dell. Well done team! Show less

Applause Award Wendy Le Maire Araya Sep 2021 POC for CLCA team - Madhu has been pivotal in enabling the success of our recent CLCA “Technical Elevation” Project. The CLCA teams analysis on enhancements to content driving engagements into the ATS teams was quickly actioned when Madhu was engaged from the Knowledge Excellence team. Madhu was able to provide his knowledge and expertise to drive change where it was needed, and even expand the scope of the initial request to make broader change where it made sense. Thank you Madhu for your… Show more POC for CLCA team - Madhu has been pivotal in enabling the success of our recent CLCA “Technical Elevation” Project. The CLCA teams analysis on enhancements to content driving engagements into the ATS teams was quickly actioned when Madhu was engaged from the Knowledge Excellence team. Madhu was able to provide his knowledge and expertise to drive change where it was needed, and even expand the scope of the initial request to make broader change where it made sense. Thank you Madhu for your continued drive to help empower our agents with the ability to quickly and easily provide solutions to our customers, without having to escalate to find the answers they need! Show less

Applause Award Anthony Martin Feb 2020 Customer Lens Readiness

Delight Award Wendy Le Maire Araya Aug 2019 Madhu was great at leading the third version of Tech Squad. This version had a lot of innovative factors such as the introduction of soft skills, customizable sections for the sites, pre KC, etc all of them came from Madhu who continues taking care of the evolution and success of this project. Madhu has been super communicative with regional leaders and stakeholders in order to make this training impactful and useful for TechSupport which definitely has shown in the KC results as well as survey… Show more Madhu was great at leading the third version of Tech Squad. This version had a lot of innovative factors such as the introduction of soft skills, customizable sections for the sites, pre KC, etc all of them came from Madhu who continues taking care of the evolution and success of this project. Madhu has been super communicative with regional leaders and stakeholders in order to make this training impactful and useful for TechSupport which definitely has shown in the KC results as well as survey comments. Amazing work Madhu! Show less

Delight Award Wendy Le Maire Araya Feb 2019 Madhu did an amazing job at leading the L2 TechSquad for the Basic Network. He delivered the second version of this training and did improvements to it such as branding and expansion to EMEA and SMAC. He coordinate content creation, leader engagement and logistics. While doing this, Madhu never lost site of his tasks such as L3 reporting, RA Management and also engage with regional leads for L3 recommendations leaving his brand and the team's brand very high Truly an amazing job!… Show more Madhu did an amazing job at leading the L2 TechSquad for the Basic Network. He delivered the second version of this training and did improvements to it such as branding and expansion to EMEA and SMAC. He coordinate content creation, leader engagement and logistics. While doing this, Madhu never lost site of his tasks such as L3 reporting, RA Management and also engage with regional leads for L3 recommendations leaving his brand and the team's brand very high Truly an amazing job! "Success is the result of perfection, hard work, learning from failure, loyalty, and persistence" - Colin Powell Show less

Cheers Award Wendy Le Maire Araya Oct 2018 Madhu had outstanding ratings from the L2s he trained during the L2 TechSquad that took place in July. He went the extra mile meeting with site leads and gathering feedback not only about the training but about the overall L3 participation. Some of the inputs gathered proactively by Madhu helped shaping some of our Q3-Q4 strategies towards the continuous evolution of the support provided by our team“People of excellence go the extra mile to do what’s right” - Joel Osteen

Silver Award - Q4FY18 Moby George Jan 2018 Development and Delivery of L2 Boot Camp [OSP Version] - A vitality training program for Level 2 technicians across various LOB & Region

Silver Award - Q3FY17 - Nov 2016 Contribution as People SPOC for India Tech Support and organizing various large scale volunteering events

Best Team Manager of the Quarter award - Q1FY17 - Mar 2016 Best Team of the Quarter award for Q1FY17 (India Tech Support) and Tell Dell Score of 94%

Bronze Award - Q3FY16 - Nov 2015 Contribution as Productivity SPOC for India Tech Support

Bronze Award - Q1FY16 - May 2015 Contribution as People SPOC for India Tech Support

Bronze Award - Q2FY15 - Aug 2014 Training SPOC for Canada Tech Support

Dell Champion Award - FY14 Michael Dell Mar 2014 To: Dell Champions for FY14I am pleased to congratulate you on being chosen as one of the first Dell Champion award recipients. This is our way of recognizing your outstanding achievements in FY14 and rewarding you for the strong results you consistently deliver on Dell’s behalf. Exciting times are ahead for Dell, and I look forward to us winning together in the months and years to come. On behalf of the entire Dell team, thank you for all you’ve done to move our business… Show more To: Dell Champions for FY14I am pleased to congratulate you on being chosen as one of the first Dell Champion award recipients. This is our way of recognizing your outstanding achievements in FY14 and rewarding you for the strong results you consistently deliver on Dell’s behalf. Exciting times are ahead for Dell, and I look forward to us winning together in the months and years to come. On behalf of the entire Dell team, thank you for all you’ve done to move our business forward.Michael Show less

TSS of the Quarter award - Q1FY15 - Mar 2014 Top Performer of the segment

TSS of the Quarter award - Q4FY14 - Dec 2013 Top Performer of the segment

Bronze Award - Q3FY14 - Nov 2013 SME/SPOC for Windows 8/8.1 launch

Bronze Award - Q2FY13 - Aug 2013 For efficient management of Canada Tech Support Lab

Bronze Award - Q1FY13 - May 2012 For driving CE/XPR in Solution Station segment

Bronze Award - Q4FY12 - Feb 2012 Driving Customer Experience for Dell Solution Station segment