Deepak Chawda

Experience

• 

  NCR Corporation

  Jul 2007 - Mar 2019

  Key Roles and Responsibilities:Process & Infrastructure/ Bus Sys Support:• Accountable for successful design, development, and deployment of global service processes and related infrastructure. Participates in requirements gathering process and user testing. Manages all phases of a project. Contributes to recommendations on process redefinition to adapt processes to solutions.Knowledge Management and Network Support:• Serves as a technical expert in a specialty area and Customizes knowledge application software• Analyzes data and tests usability and correctness of job aids, process, technical solutions and metrics• Conducts quality peer reviews of authored material• Applies thorough understanding of Operations activities and resolve customer problems• Interprets routine information and develop appropriate course actionProject/Program Management• Works on multiple projects or a project with global scope. Owns the overall management of the project, coordinating resources across organizations and managing to timeline.• Assigned to strategic projects in a consulting capacity supporting less experienced project managers. Works on global projects and solves difficult to complex problems in creative and effective ways.Management Accountability/Competencies:• Applies awareness of business objectives and general day to day operations of areas supported• Continuous learning through tradeshow participation and familiarity with industry publications.Service impact analysis(SIA). Show less • Develops information capture and knowledge management tools to support day-to-day operations• Supports other areas in using tools and multiple customer sub-systems• Establishes metrics and reporting• Troubleshoots undocumented problems• Conducts service and asset audits• Provides feedback regarding accuracy of knowledge articles and other customer service tools• Allocates work load, trains new employees, and provides feedback for improvement• Used various system tools such as Dispatch 1, BMC Remedy to process customer requests and continually provide real time updatesFunctional Skills & Competencies:- Leverages techniques for developing customer service and complete asset management functionality- understanding of knowledge management database tools and functionality to support service delivery Show less • Responds to unusual customer special requests• Provide service to critical customer accounts or enhanced/ premium service accounts• Provides direct remote resolution support- Assesses the root cause of problems and informs customers on steps to resolve problems• Coordinates engineer work assignments based on volume and availability; requires multiple resources in routinely complex assignments.• Acts as team leader for Service Coordinators managing work flow and process issues.• Handles planning on critical customer accounts or enhanced / premium service accountsFunctional Skills & Competencies:• Applies diagnostic and troubleshooting scripts, protocols and related systems• Develop resource planning and supervisory skills• Develops and applies knowledge of: - Call center procedures and troubleshooting protocols- A small number of product domains or customer specialties. Show less • Works directly with customers to resolves recurring or standard problems• Generates daily and weekly incident reporting• Reviews incident history to determine recurring faults• Allocates engineer appointment times for jobs requiring multiple resources on-site• Updates work orders and provides status information• Assigns and distributes workload of Representative to meet SLA’s across broader areas. • Responds to escalated calls• Participates in product set or customer base training• Handles planning and call creations across large geographic territoryFunctional Skills & Competencies:• Applies troubleshooting checklists• Uses desktop tools to maintain ongoing customer information and generate regular reports• Acquires and applies knowledge of troubleshooting techniques Show less

  • Supervisor Global FSC - Nort America(NAMER) and South Pacific Asia(SPA)

    Jan 2015 - Mar 2019

  • Asset Data Administrator(ADA)

    May 2013 - Dec 2014

  • Subject Matter Expert (II)

    Jul 2011 - May 2013

  • Subject Matter Expert (I)

    Jul 2007 - Jun 2011
• 

  Excis Compliance

  Mar 2019 - Apr 2023

  • Country Manager(India)

    Jan 2023 - Apr 2023

  • Service Delivery Manager - Asia Pacific(APAC)

    Mar 2019 - Apr 2023
• 

  REX TECHNOLOGIES

  May 2023 - now

  Head of Global IT Service Delivery