Premier Support Tower Leader-India
Lenovo
Total years of experience :24 years, 4 Months
Heading Premier Support For India, providing Contact center Support for India Premier Support Customers. Products Supported are Lenovo Premium Laptops and Workstations for IT/ITES/Banking and other Key Industries. Responsible for Key Contact Center KPIs, Customer Satisfaction/NPS, Warranty Cost and P& L
Managing a team of 75 people consisting of Technical Agents, Account Management Personnel and L2 Tech Specialist and Quality Management Personnel.
I Manage the Call Center+ Technical Remote Support Team and Additionally am Responsible to managing Service Delivery across india and Sri Lanka for IBM clients. Supporting IBM Servers, Storage and Services and Lenovo Service Delivery.
Role in Wipro was that of a Service Delivery Manager. Handling close to 200 customers across India. responsible for ensuring Service delivery and Maintenance of IT infra structure of customers ranging from IT, Manufacturing and Banking sectors.
Managed a Team of close to 20 Field engineers skilled in networking, servers and storage.
responsible of SLA's committed to customers and to ensure systems uptime.
responsible for CSAT of Wipro customers .
As a Technology Consultant, My responsibility involved in positioning EMC technology at Customers locations. Responsible for exhibiting key features of EMC backup solutions by Seminars, Proof of concepts in Customer locations across South India and Sri lanka.
Started out as a Customer Support Engineer, worked on Windows, IBM Computer hardware ( Desktops/Servers and laptops) and IBM Storage and Tape Libraries.
Worked on Cisco switches and Routers.
Worked on Sun Servers and Storage Systems. Certified in MCSE, SA1, SA2 and SCFE. Worked on Backup Solutions like Tivoli Storage Manager, Symantec Backup Exec and Netbackup and EMC Legato. Certfied on TSM 5.2.
Worked on Netapp Storage and was certified Netapp Field engineer.Handled Pre sales for Sun Servers and Storage technolgies ( IBM/Sun) and Backup Solutions ( TSM/Veritas). Managed the Support team across India for Break Fix calls on IBM Servers/storage, Sun Servers and Storage and Netapp Storage Across India.