George Xavier

Experience

• 

  Dell Technologies

  Jun 2000 - May 2002

  Senior Faculty/System Administrator

  Joined as Faculty for this NIIT Franchisee. Was quickly promoted to Senior Faculty with additional responsibility of System Administration for the IT and Network equipment at the Center.• Coordinated with Marketing team regarding deployment of new products, staffing, scheduling and batch allocation of students• Trained, Guided and evaluated Faculty and Students on products and software• Maintained and updated the reports and reporting software at the center• Represented the center at Zonal Technical Conferences Show less

• 

  Customer First Services Pvt Ltd

  May 2002 - Apr 2003

  System Administrator/Tool Developer

  Joined as System Administrator for the IT, Network and Telecom equipment at the Call Center. • Coordinated with clients with regards to the channels through which data and voice was supplied• Maintained equipment at site to ensure minimal downtime• Provided reports to the Call Center teams, Management and Clients based on requirements• Designed, developed & implemented Excel based applications for Payroll, Attendance, etc. for the Call Center Management

• 

  Dell Technologies

  Apr 2003 - Mar 2017

  • Started in Reporting for Small Business Sales for the EMEA region, moved to Reporting and Automation for Commercial EMEA Sales and finally Commercial Global Sales• Automated existing reports to speed up reporting• Involved in various phases of Software Development Life Cycle (SDLC) like Requirement gathering, Design, Analysis and Code development for creating new tools/reports and to upgrade existing tools/reports• Used Agile process for creation and upgrade of tools/reports to provide transparency on product and backlogs• Tools created for EMEA region were considered Best of Breed across Dell• Globalized EMEA based BOB tools/reports for all Commercial Sales• Liaised with IT teams on data/other issues identified with CRM Databases/Data• Suggested improvements to IT based tools, Developed Business requirements by using use cases and worked with IT teams towards implementation of the same• Supported cross-functional teams on various projects and processes providing data required as well as guidance on processes/tools• Was SME for the tools created and for certain IT based tools• Was part of the team handling governance for data in IT based Sales tools• Guided and mentored other team members on tools and processes• Was recipient of various awards and recognition for my work Show less • Led a L2 team of between 8-10 Technical Support Specialists for Consumer Technical Support supporting 8-10 Technical Support teams covering 100-125 L1 reps• Performed Performance Planning, Appraisals, IDP, Payroll, Coaching and Development activities for team members• Identified training requirements and conducted training on new products• Handled L3 escalation calls to resolve customer’s Technical issues• Liaised with the L3s, Product group, etc. to find solutions to customer issues • Actively Participated in Site Level Reporting, Compliance, Analysis, RCA, L2 Hiring & Staffing, Site Initiatives Show less • Led teams of between 12-15 people for Consumer Technical Support including Specialty Technical Support L1 team for US and Reporting & Dispatch Team for Canada.• Led a Project to Reduce Average Handling time variance in the process using Six Sigma methodology that resulted in a $175K annualized saving• Performed Performance Planning, Appraisals, IDP, Payroll, Coaching and Development activities for team members• Designed, developed & implemented multiple reports for monitoring performance• Led Site Level Reporting for Canada Technical Support• Led Weekly performance calls for the site with stakeholders• Handled Executive Escalations calls to resolve customer issues Show less

  • Program Manager/Developer - Automation and Reporting

    Aug 2007 - Mar 2017

  • L2 Manager/Quality Manager

    Dec 2006 - Aug 2007

  • Team Manager

    Apr 2003 - Dec 2006
• 

  Dell Technologies

  Oct 2017 - now

  Business Intelligence Sr. Advisor