Naresh Sampath

Experience

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  ClientLogic Services Pte Ltd

  Oct 2003 - Sept 2004

  Technical Support Executive

  Worked as Technical Support Executive for BT Yahoo Process.Help the Customers with regards to their Internet related Issues.

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  Sutherland

  Oct 2004 - May 2005

  Helpdesk Engineer

  Worked as Helpdesk Engineer for HP Process, handling Customers (Home Users) Problems w.r.t All-in-One Printers Issues through both Calls and Emails.

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  Accenture in India

  Jun 2005 - Jan 2006

  Technical Support Associate

  for 6 Months for SBC Yahoo Process.Since the process was Shutdown, I had to leave the Organization for a better growth.

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  HP

  Feb 2006 - Oct 2007

  Cons Tech Support Representative

  Served as a Cons Tech Support Representative handling Customers (Home Users) Calls with regards to 6J Process (Desktop) Issues.Later, Moved to the Dispatch team verifying the troubleshooting steps performed by L1 Support and accordingly dispatching Hardwares to the Customers.Key achievements – Won Best CSAT Award in Oct’ 06.Got Cash awards for the second Best Sales on Floor.

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  Dimension Data

  Oct 2007 - Aug 2013

  Service Delivery Manager

  • Deliver a high level of Customer Service during client transitions and operations• To provide project reports to an agreed schedule (or on request), including management summary. • Monitor and manage the performance of services provided by external and internal service providers as agreed in relevant SLA and contracts and ensure that the service levels are achieved and customer satisfaction is maintained.• Managing a Network team of 10 members at Client’s premises as a part of our Service - Team Empowerment.• Responsible for the Internal Infrastructure Monitoring.• Responsible for 3rd party coordination – Vendor Management.• Conduct Regular Monthly Team Meetings.• Attending Monthly Operation Review.• Conduct Quarterly Review Meeting with the team on Service Improvement.• Providing Weekly & Monthly Reports to the Clients.• Handling Escalations and Providing Incident reports.• Identifying the Gaps in the Services delivered to the Client, Plan and to define a Service Improvement plan and implementing the same on priority in accordance with the Client.• Create Trend analysis for Quality.• Awareness of various Problem Solving methods.• Lean implementation.• Preparing Business Rules as per Client’s requirements & our deliverable & ensure to keep the same updated on regular basis.• Asset Verification to be done on receiving the Bill of Material from the Client to ensure there is no mismatch in the devices to be supported.• Asset Management for Crucial Clients – To Ensure the dedicated spares allotted for a particular client is readily available at any given time.• Ensure to maintain the Service Level agreed & signed off with the Client and the same is reviewed on monthly basis at Client’s premises.• Resource Management – I ensure to provide / manage the agreed number of resources to be given to the Clients during resource crisis. Show less

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  IBM

  Oct 2013 - Aug 2015

  Incident Manager

  • High-level ownership of the technical service restoration plan across all IBM delivered Infrastructure services and the Resolver Group Managers involved in Severity 1 & 2 incidents.• Drive Management & IBM internal meetings to ensure corrective action is being taken to restore service/s• Business impact is to be quantified and documented for reporting purposes.• Reduce restoration time and escalation to Situation Management for Severity 1 & 2 Incidents, via BRM ownership supplemented by delivery support teams Responsible for the Internal Infrastructure Monitoring.• Plan, coordinate and control the restoration of complex and high impact system problems that occur within the production environment• Prioritize major incidents and assign tasks to Service Support and Delivery resources as required.• Prioritize major incidents based on business impact to the client• Providing updates / communication to senior management on the status of Severity 1 & 2 Incidents• Providing Status updates on Severity 1 & 2 Incidents to business on a daily basis on Daily Status Report Call• With respect to my MI (Management Information) LoB, Ensure proactive checks are made on Incident and update the same to the Service Manager on the LoB call. Show less

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  Dell Technologies

  Aug 2015 - now

  • Senior Advisor, Customer Incident Management

    Aug 2015 - now

  • Global Escalation Manager

    Aug 2015 - now

  • Sr. Program / Project Manager

    Aug 2015 - Aug 2015