Gurubalan Krishna

Experience

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  MCSB Systems

  Jan 2004 - Jan 2005

  Account Development Manager

  Successfully managed relationships with both new and existing clients, ensuring their needs were met and providing comprehensive system support and tailored software solutions. Proactively engaged in cold calling and marketing efforts, effectively promoting Microsoft education services to potential clients, resulting in increased brand awareness and business opportunities.

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  Datacom

  Feb 2005 - May 2009

  Established targeted technical training for Microsoft Technical Support, focusing on upskilling CSRs based on feedback. Revamped on boarding for new hires, ensuring alignment with Microsoft standards and product expertise. Effectively manages agent ASA (Average Speed of Answer) by continuously monitoring the queue. Ensures all set KPIs are met, maintaining a service level below < 80% to optimize customer service efficiency.Initiated high-performance team-building activities and facilitated certification training for ITIL, Comp Tia A+, and MCDST. Show less

  • Technical Mentor

    Feb 2007 - May 2009

  • Level 2 Technical Engineer

    Feb 2005 - Jan 2007
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  Dell

  Jun 2009 - Sept 2017

  Strong client focus: Ability to operate at prime customer contact level typically at senior level. Strong leadership engagement to make sure deliverable on time. Operational Model Innovation: Collaborated with leadership to launch new operating models and solution development processes, driving continuous improvement.Resilient Business Continuity: Ensured robust Business Continuity Planning (BCP) and disaster recovery through annual reviews, mitigating potential risks, and ensuring uninterrupted service delivery. Show less Implemented Right Sizing strategy for optimal staffing levels, eliminating overtime while maintainingperformance metrics.Expanded service scope to offer Advanced Technical Support, Quality/CSAT administration, and global training initiatives.Contributed to site-wide enhancements at DELL Malaysia, focusing on employee engagement, leadership development, and effective communication.Championed transparent performance indicators to drive team success and foster overall performance and governance. Developed and implemented innovative rewards and recognition programs, reducing attrition, and promoting operational focus. Show less Led a team of over 15 subordinates in overseeing the delivery of services in line with set KPIs.Oversaw resource planning, vendor management and operations. Initiated knowledge transfer, streamlined support policies, and enhanced transparency of performance indicators. Pioneered team-building activities, driving operational excellence. Assisted Team Manager in the management of staff member’s performance and skill level, manage poor performance / attendance providing timely feedback to maximize individuals contribution to the Service Desk Show less

  • Field Service Manager

    Jun 2016 - Sept 2017

  • Global Service Desk Manager

    Jul 2013 - Jun 2016

  • Service Desk Supervisor

    Jun 2009 - Jul 2013
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  NTT DATA Services

  Sept 2017 - now

  Field Tech Associate Director

  Strategic Resource Management: Successfully integrated and motivated a team of over 50 resources, ensuring seamless deployment and exceptional service delivery across regions for End User services. Efficient Transition Management: Orchestrated a flawless End User Services transition for five countries, achieving a 100% success rate within a short timeframe and maintaining on-time Go Live dates. Effective Partner Onboarding: Led the successful onboarding of essential partners/vendors, collaborating with cross-functional teams to ensure optimal pricing and deliverable management. Service Level Excellence: Achieved field support SLA attainment across all countries, preventing penalties and contributing to enhanced service quality. Performance Enhancement: Elevated SLAs and KPIs, reducing MTTR by over 60% in Year 1 and improving CSAT by 18%, thereby ensuring exceptional customer satisfaction. Quality Accreditation Leadership: Successfully led the accreditation of NTT Data Services Malaysia. on ISO 9001:2015, showcasing a commitment to operational excellence. Show less