Global Client Account Manager / Busin. Dev. Associate
TRT
Total years of experience :19 years, 7 Months
Providing Service Delivery led business development within the companys existing accounts with key deliverables including Incident Management, Problem Management, Service Reviews, Service Reviews, Growth of Clients IT Spend with the company (Existing Business and New Business), Finance and Administration Focal Point, Configuration Management Database Accuracy, Knowledge Base Focal Point.
Played a crucial role, as a vital team member of the IT Enterprise Service Desk, in delivering remote technical support to Global Enterprise-Level users encompassing a broad spectrum of tasks. Leveraged a diverse set of IT Service Management (ITSM) tools to ensure exceptional customer satisfaction (CSAT), and meet or exceed Service Level Agreement (SLA) benchmarks. Extended contributions beyond traditional support by assisting leaders in various functions including Service Delivery, Project Management, Team Productivity, Team Development, and Knowledge Management to contribute to the broader goals of the organization, optimize IT processes, and align IT services with global standards and regulations. Provided high-quality support services for a wide array of IT components, including mobile devices, IT infrastructure, network devices, server operating systems, virtualization platforms, cloud resources, desktop environments, and web applications & browsers, rooted in strict adherence to international frameworks and standards, such as ITIL, ISO, NIST, PCI-DSS, SOC, HIPAA, and GDPR.
As a key member of the Board, provided strategic, substantial, and pragmatic advice to top management, leveraging deep insights into technology trends and industry best practices to inform critical decision-making. Demonstrated proficiency in overseeing and meticulously budgeting ICT operations, aligning expenditures with established strategic goals to optimize resource allocation and cost-efficiency. Initiated comprehensive analyses of business requirements across all departments, leading to the identification of their specific technology needs and facilitating alignment with organizational objectives. Spearheaded the development, establishment, and consensus-building of in-house policies, procedures, and standards, ensuring a unified approach to technology governance and compliance. Acted as a catalyst for change and played a pivotal role in supervising the transformation and enhancement of performance and quality in diverse facets, including personnel development, process optimization, and systems refinement. Fostered a collaborative environment by facilitating focused group discussions with both senior management and employees, promoting cross-functional dialogue and the exchange of innovative ideas to drive organizational excellence. Demonstrated a keen ability to translate the change vision into practical actions, ensuring that technology initiatives were aligned with the broader business strategy while promoting a culture of continuous improvement and excellence throughout the organization.
Proactively established and nurtured strong, enduring relationships with current clients and expanded the companys client base. Elevated awareness about the companys distinctive capabilities, fostering a deep understanding of how the solutions could benefit their unique needs. Served as a passionate advocate for the companys visionary approach to business, emphasizing the commitment to driving performance improvements that far exceeded industry standards. Aligned with the companys mission to make a positive impact on Cyber Security, consistently delivering innovative solutions, expert consultation, unwavering support, and top-notch training.
Directed and managed three business units, Technical Support, Annual Maintenance Contracts Renewals, and Professional Services (Project Management) across the Middle East, Africa, Asia, and Europe regions, this encompassed coordinating and optimizing operations in diverse international markets. Spearheaded the creation and refinement of new policies, procedures, and Service Level Agreements for the Technical Support and AMC Renewal departments to ensure that customers received high-quality services while adhering to stringent IT, Information Security, and Management Frameworks. Oversaw day-to-day activities of the Support team, along with coaching, motivating and influencing Service Desk team. Acted as the primary point of escalation for complex issues unresolved by support staff. Managed the end-to-end AMC renewal process, orchestrating efforts to guarantee customer satisfaction with the companys solutions, services and technical support. Coordinated and executed quarterly health checks for AMC customers, actively seeking feedback to gauge and enhance customer satisfaction metrics, thus continuously improving service quality. Prepared comprehensive technical and financial proposals for professional services, extending services to non-Middle East countries. Provided strategic advice and guidance to teams on the installation, implementation, and maintenance of an extensive array of cybersecurity technology products and Managed Services including Security Assessment, Penetration Testing (Red Team, Blue Team, Purple Team), Security Awareness, Governance Risk & Compliance, Data Classification, Infrastructure Risk Assessment, Risk & Standards-Based Audits and Cyber Intelligence. Regularly met with strategic customers on a quarterly basis, reviewing and analyzing customer satisfaction metrics to ensure alignment with organizational goals and driving improvements where necessary.
Took charge of managing core IT services in the Middle East, including vigilant monitoring of network performance, activity, and resource utilization. Additionally, oversaw the management of servers disk space for all offices within the Middle East region, ensuring optimal IT infrastructure functionality. Successfully orchestrated the migration of Exchange Servers and Windows Servers. Demonstrated proficiency in maintaining critical IT components, encompassing Domain Controllers, Exchange Servers, DNS, DHCP, FTP, File, Print, Blackberry servers, Storage Technologies (SAN/NAS/DAS), and Backup systems. This extended support to offices in the Middle East, Malaysia, and India. Played a pivotal role in preparing the primary data center for the MPLS project of Middle East offices. This involved re-designing the server room layout, addressing power requirements, overseeing the installation of fiber optic links, and deploying additional networking infrastructure. Conducted comprehensive testing and provided status reports following the successful migration of offices from VPN to MPLS. Provided robust support for various IT security aspects, including virus protection, network monitoring & acceleration, Citrix, and Check Point. Diligently documented all issues and support calls through the trouble ticket system on a daily basis, ensuring timely issue resolution and accurate reporting. Actively engaged in and led multiple regional projects aimed at enhancing IT operations, performance and data security for Middle East offices.
Assumed responsibility as the dedicated point person for night shifts within the call center, ensuring seamless operations and consistent support for customers during non-standard hours. Meticulously documented all customer interactions by recording calls in a dedicated trouble ticket system daily, utilizing ERP/CRM tools. Provided invaluable first-line post-sales telephone technical support, serving as the initial point of contact for customers experiencing hardware, systems, and application-related issues. Offered comprehensive assistance for Dial-up, DSL, and Satellite customers, including addressing queries regarding installation, operation, configuration, customization, and usage of assigned products. Proficiently identified and escalated complex technical problems to the appropriate teams, including Remote Support Engineers and Field Engineers. Leveraged creative and technical skills to design and develop a user-friendly website for the Customer Care Department.