Ismail Ahmed

Experience

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  Dell Technologies

  Nov 2004 - May 2013

   SME for a team of 20 members in Computer hardware & software configuration/troubleshooting maintenance & networking. Responsible for Team’s Technical Resolution, Call Quality, Dispatch Accuracy, Customer Satisfaction, Controlling Warranty Cost & Quality Assurance in Dell’s Small and Medium Business Segment. BQ Management & Sustain/Improve Trainings aimed at reducing variance and improve the baseline scores within the team on all business KPIs. Reviewing and planning team level strategies to meet/balance business goals. Client Escalation management and approval authority for SOP deviations within the Team.  Deep dive & root cause analysis on business metrics to improve and sustain performance within the team. Sustain and improve performance of the team through regular interactions, 1x1s & reviews with Team members. Manage team productivity, service levels, Abandon Rate & utilization. Liaise with L3 team to ensure new product training materials, resolution, product failures reach frontlines. New Product Trainings and team engagement activities. Show less

  • Technical Support Supervisor

    Nov 2009 - May 2013

  • Resolution Expert

    Jun 2006 - Nov 2009

  • Technical Support Associate

    Nov 2004 - Jun 2006
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  联想

  May 2013 - Nov 2015

  Associate Manager Technical Support

   Currently managing 27 FTE and 3 Team Leads managing diversified teams like Field Service Desk, Proof of Purchase Validation Desk and Escalation Desk. Responsible for delivering business metrics and manage Team Engagement, Performance Reviews, Career Discussion, Team Hygiene, One on Ones, Customer Satisfaction Score (CDS) and Warranty Cost Metrics. Responsible for driving Warranty Cost of Service Partners across PAN India. Currently responsible for the Final Ops & Technical Interviews for Frontline Agents.  Point of Contact (POC) for Final Level for all Technical Escalations across PAN India Service Partners. Key member in Process Improvement for Field and Contact Centre Business Metrics. Successfully completed Just Do It Projects like, - Development and Implementation of Technical Guide aimed at Improved Part Prediction and Technical Troubleshooting for Frontline agent.- Development and Implementation of Decision Tree aimed at Logical Troubleshooting for Frontline agents- Primary and Secondary analysis to identify monitor and control business metrics like Repeat Repair Rate (RRR) and Parts per Dispatch (PPD).- Have done periodic Train The Trainer (TTT) for SMEs, Trainers and PAN India Field Regional Champions on Top Call Drivers (TCD) Responsible for maintaining controls and checks for all parts dispatch from warehouse. Responsible for reporting performance on few key metrics to SLT (Weekly and Monthly). Responsible for driving tail end and open cases to closure. Reviewed partner performances on a monthly basis and supported Service Delivery Managers and Partner Managers for effective field management.  Supervising Team Leads for supplementing data to Partner Managers on Engineer Induced Damages, field failures and other performance for their review and action.  Responsible for Audit Analysis for the frontline  Conducted regular Field Audits to validate the quality of engineers Show less

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  IBM

  Nov 2015 - now

  Service Delivery Manager