Abraham Simons

Experience

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  GECIS

  Jan 2001 - Jan 2002

  Helpdesk analyst

   acted as leader of the pc-support team – a six sigma initiative to reduce onsite repair cost. worked on the green-belt project for pc support, successfully redesigning workflow.

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  Dell Technologies

  Jan 2003 - Jan 2008

  Senior team manager

   specific training undertaken: six sigma green belt, lean sigma, mbti (myer brigg type indicator – 3 days x 8 hours) and leadership excellence ( 5 days x 8hrs) active part of green belt project on reduction of repeat dispatch rate,  best of breed on customer satisfaction for the years 2004, 2005, 2006, 2007 played a key role in establishing the ownership process for xps (premium queue) and dtp, thereby enabling these queues to be bob (best of breed) on csat across india sites through ownership model. acted as manager of quarter for fy’04 - q3 & q4; fy’05 - q3 & q4, fy’06- q1, q2, q3 & q4 and fy’07 - q1, q2 & q3. recipient of following awards & appreciations: • dell community service ambassador – 2005. • virtual dinner with kevin rollins (ceo dell).• special contribution award from dick hunter. show less

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  Wipro

  Jul 2011 - Apr 2013

  Senior group leader

   contribute to the development of short and long term strategic business goals maximizing customer experience while optimizing costs. shift scheduling assist with training and identify training needs within the group ensure adherence to legal & regulatory requirements as applicable to the nature of work. ensure adherence to the contractual requirements of the process/function assume the responsibilities of the avp in his absence

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  Unisys India

  Apr 2013 - May 2016

  Manager - incident management

   manage a team of incident managers - responsible for high priority critical incidents for 7 processes spanning across 300 agents. transition new processes and develop sops ensure sla’s and olas are met consistently.  responsible for functional and hierarchical escalation of incidents drive group chats and bridge calls effectively with resolver groups to resolve incidents  facilitate communication with clients, team members, suppliers, etc. to ensure the actions and changes which may affect them are known. examine work queues for problems in jeopardy of missing service agreements. show less

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  IBM

  May 2016 - Jun 2019

  Business program manager

  identify automation opportunities to improve efficiency through rpa (automation anywhere)responsible for implementing rpa solutions in service desks across geosmanage multiple teams responsible for e2e, level-2, level-1 service desk activities.

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  HCLTech

  Jun 2019 - now

  Associate general manager