Sr Manager, EMEA ISG Support Resolution - MERAT & CEE
Dell Technologies
Total years of experience :25 years, 5 months
EMEA ISG Support RM leader covering the MERAT & CEE region leading a team of 15 Resolution Managers spread across 7 countries. Responsible for people management, coaching, performance management, executive escalation handling and executive communication across the region providing support when needed for Dell senior executives or complex solutioning.
Resolution Managers support Dell Technologies customers on critical and complex cases, driving them to resolution becoming the single point of contact, owning direct customer and internal communication, coordination, and stakeholder alignment. On every engagement, the RM owns:
End-to-End Resolution Management, Communication and Stakeholder Alignment
Coordination across wider Dell Technologies organization
Customer/ Partner/ Stakeholder satisfaction
Initiating and leading process optimization in the region and globally
Services delivery lead managing support services delivery in the region and enabling channel operation to ensure operational excellence and business growth. Responsible for the end to end global support and deployment (GSD) operations for the Middle East region ensuring the required infrastructure is in place for support delivery like remote support, managed deployments, parts availability, partner management and logistics.
Streamline GSD operations and evaluate expansion needs to maximize services revenues/margins
Support the business unit through DTS operational excellence and channel excellence
Prepare the weekly BMS for EMEA Commercial Client for review with global services president
Manage and chair weekly ops for EMEA Commercial Client
Sales Manager for the Middle East region with quarterly targets of US$ 10M+
Responsibilities include customer workshops and presentations, driving business results/strategies, management reporting
Forecast and Pipeline Management
Program Managed the deployment of world's largest Oracle stretched cluster over 3 sites, upto 5 Kms apart.
Project Managed a cluster deployment with 640 Dell 10G Blade servers from manufacturing, staging, deployment to production. Coordinating all project activities of staging in the Dell EMF and on site at the Aramco’s EXPEC Data Centre.
Successful resolution of executive escalation related to the inconsistency and scalability of the Infiniband cluster in Saudi Aramco. Responsible from driving the teams involved around the world in different time zones remotely and onsite. Communication and coordination between all project members, internal and external stake holders regularly and around the clock. Setup communication plans on daily basis at different levels of management up to the Directors and VPs. Coordinated and led all communications between the vendors involved (Dell, CISCO, RedHat, Platform, Clustervision and WL Gore). Met the customer expectations and requirements within a very tight time constraint.
Worked on a HPCC deployment as a Project Manager involving the deployment of 1400 server running over RHEL 5 and Platform Manage. Internal traffic running over Infiniband and performances rated as number 35 in the top 500 super computers.
Worked for DELL as a Senior Server Analyst at the Enterprise Expert Center in Dublin, Ireland providing Enterprise support to Platinum and Gold Customers. Objectives include meeting the customer expectations set forth in the Service Level Agreements with 24/7 support and a resolution of 4 hours all over EMEA (Europe Middle East and Africa) in addition to meeting strict Call Center Metrics like CSAT, SL, RDR, RiX, AR, etc.
Project managed multiple large-scale deployments for Saudi Aramco and SABIC across the Kingdom of Saudi Arabia for IT and EXPEC business units dealing with multiple products from Tandberg visual communication, Dell servers, networking, and client devices with team sizes up to 70+ IT engineers. Some of the key projects include:
Workstation Replacement Project rolling out 17, 500 systems, SAP installation of 12k systems
AD and Exchange cluster with 83 DELL PE servers to provide E-Mail service to more than 50k users
System upgrade and Windows NT Migration Project 12, 267 workstations
Y2K Remediation Project at Saudi Aramco for a total of 29k+ workstation kingdom-wide
The project resulted in a reduction of 80 % in the time taken to collect links for updates and compose customer e-mails. This reduction resulted in savings of approximately US$ 207,851
IT Project + Certified
Training and Associate certification of Tendberg visual communication systems.
Training and Expert Certification of Tendberg visual communication systems.
Training and Associate certification of Tandberg IP specialist.
RH300 Redhat Rapid Course and Certification. Linux Certification from DELL.
Microsoft Certified Systems Engineer on the Windows 2000 Track.
Computer Fundamentals (Win95/98) MS Word 97 Fundamentals MS Windows NT 4.0 Workstation Administration Networking Concepts TCP/IP Administration
A 5-day training about SAN 1.1 - Dell Storage Area Network involving DELL 51F switch, DELL PowerVault 650F and 630F, DELL PowerEdge Servers.
A 2-day Training Seminar on Cylink's product Private Wire regarding the Encryption and Decryption.
DCSE for the following: Servers Workstations Desktops Laptops Certifications in Ver. 3.0, 4.0, 4.5, 5.0
Degree Completed from the Lahore Campus - Institute of Leadership and Management with a G.P.A. of 3.3 out of 4.0.
A 1-day Business Leadership Seminar held at Avari, Lahore.