Sheldon Lazaro

Experience

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  C.J. Computers

  Jun 2004 - Jun 2005

  Service Engineer

  • Trained staff and customers in computer-system setup and operations.• Business Development.• Gained excellent experience in system operations and various types of hardware and software.• Handled AMC’s with software companies.

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  Convergys

  Jan 2007 - Apr 2010

  Sr Support Engineer

  Worked with Microsoft's Home & Enterprise clients. Roles & Responsibilities were as follows.• Troubleshooting remotely Active Directory for Enterprise Level Customers as well as desktop related issues for home customers. • Consulting System Administrators on Active Directory configuration and best practices.• Managing and mentoring junior engineers on technical issues.• Contributing to achieving parameters like meeting SLA & CSAT levels.• Documentation of each case handled with all the troubleshooting steps for future references. • Creating Technical Articles\Solutions for engineers and customers. Show less

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  Symantec

  May 2010 - Aug 2010

  Technical Analyst

  • Troubleshooting remotely backup related issues for Enterprise Level Customers.• Worked on Backup Exec & other storage related tools to resolve customer issues.• Consulting System Administrators on backup configuration and best practices.

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  Mphasis

  Sept 2010 - Sept 2014

  Principal Infrastructure Engineer

  • Demonstrate leadership on various facets of management – Operational Performance, Technology, People Care, and Project Management.• Work closely with multiple teams to ensure that the Windows Infrastructure is maintained & the required standards are met.• Co-ordinate with the Account Delivery Manager and Service Delivery Excellence team to support client delivery and implement a Service Improvement Plan with the Operations Manager where necessary.• Responsible for backfill & recruitment within the team along with an evaluation of engineers based on their day to day work & performance.• Plan, schedule, monitor, and report on activities related to the team as well as mentor & train members in the team on ITIL processes.• Reviewing of all SEV1 & SEV2 calls for the team as well as owning the RCA. Show less

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  BMC Software

  Sept 2014 - Apr 2021

  • Responsible for running the operations of the Customer Experience Center at BMC India, along with setting up executive briefings by working in collaboration with the Sales Manager.• Strategies the flow of the agenda, line up, and prep relevant discussion leaders and executives along with reporting.• Helped build a customer-centric, "Innovation Lab" within the premises to foster brainstorming sessions with customers and prospects.• Worked on generating briefing pipelines in EMEA and APAC regions.• Assisted sales teams with strategic deals and aligned executive briefings accordingly.• Travelled across India & ANZ region to engage with customers and facilitated these executive briefings.• Led a cross pillar SME program focused on knowledge sharing and product updates within the site.• Participate in briefing related conferences, CEC on the Road program, and other program-related activities. Show less • As a Support Account manager for SaaS Operations the primary responsibility was to work closely with the BRM(Business Relationship Mgr) to ensure that client requests & concerns are addressed. • Co-ordinating efforts with the onshore and offshore operations team to ensure that all client requirements in the application are met thus leading to achieve Customer satisfaction.• Review customer service improvement plans with SDM’s & Executives for T1/T2 customers.• Consulting with respective teams & coordinating efforts to ensure that all client requirements are achieved. • Oversee preparation of documents related to changes made to the product or its related infrastructure. Show less

  • Briefing Program Manager (Lead Briefing Consultant)

    Dec 2017 - Apr 2021

  • Support Account Manager

    Sept 2014 - Nov 2017
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  Icertis

  Apr 2021 - May 2022

  Customer Success Manager
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  HCLTech

  May 2022 - now

  Deputy General Manager