Global Service Delivery Manager
Dell Computers
Total years of experience :26 years, 11 Months
DELL Dubai UAE and Dublin, IE - Promoted through Multiple Positions (see below) 2006-Present
Sr. Global Service Deliver Technical Account Manager, Dubai, UAE (2010-Present)
Overseeing services and support analysis for key regional enterprise and client customer accounts.
Managing the technical support relationship between the customer, partner, and local Dell business unit.
Developing advanced critical customer support by growing technical relationships at service and support levels.
Deploying and controlling professional services to achieve key solutions and EDT (Enterprise Deployment Teams).
Contributing to the company’s position as a global customer experience leader by identifying and resolving all customer needs and support-related issues.
Proactively engaging customers to increase the voice of the customer results satisfaction.
Consulting and interfacing at the CFO/CIO level; Developing/delivering technical presentations and proposals.
Using a deep understanding of major IT vendor technologies and products to uphold a trusted advisory regarding the TCO analysis.
Providing both 'incident' based support and proactive support markets within the UAE Business Unit.
Collaborating with 3rd party vendors and Dell to delivering monthly and quarterly asset and incident management reports.
Employing advanced analytical skills, and developing efficient teams to reduce issue resolution turnaround times.
Using product marketing engineering tools/techniques; Translating technical information for regular audiences.
Working cross-functionally at all organizational levels, independently and collaboratively, adapting to diverse and changing business needs.
Sr. Global Service Delivery Manager/Consultant, Dublin IE/Dubai UAE (2006-2010)
Managed customer benchmarking and coordinated all Dell technical support engagement for escalated incidents.
Minimized customer down time by ensuring all appropriate resources were available and accessible.
Over saw the on-boarded process for all Platinum Plus clients on a global basis.
Developed and presented periodic, quarterly and annual customer service reviews to Dell and senior management.
Identified transitional issues per ITIL standards to resolved issues before they affect the customer's environment.
Coordinating with Global regional TAMs; Served on a standby Rota responding to customers (24x7) as required.
Ericsson -Multiple Positions and Roles (see below) 1997-2006
Project Manager, Ericsson Sofia, Bulgaria-Bahrain (ETB-BBH)
Oversaw dynamic teams to managed all phases of projects, from planning to execution and follow-up.
Managed the transition development of 650 K radio enhancement, a key time-driven project.
Facilitated the implementation of Wireless Enterprise Network Solution (WENS) in 2G and 3G networks projects.
Acquired all resource to implement change management and transitional issue to SW and HW purchasing and supply for the project; Succeeding client service expectations while interfacing with customers across all levels.
Supported operator network implementation/integration; staffed local/3rd party personnel for key integrations.
Documented project deliverables (time plans, test acceptance plans, solution descriptions, and implantation plans).
Technical Training Consultant/Wireless Enterprise Applications (Ericsson Enterprise Networks)
Developed a wide range of course material to deliver pilot courses, Technical training and seminars.
Material included WLAN systems and networks supporting 802.11 a/b/g broadband technologies (USB and Ethernet client interfaces, and security).
Project Manager Ericsson South Africa (PTY) LTD (ESA)
Acted as Senior Project Manager to process, transition, build, implement, and hand over Ericsson office support.
Supported offices in African regions of Nigeria, Congo, Tanzania, Cameroon, Botswana and Ghana.
Ensured all facility needs, from electricity and A/C to Mobile Internet/Intranet and telephony access, server setup, Wireless LAN, LAN/WAN Networks, and SAN server implementation, as well as wireless video conferencing, content security and copy protection standards.
Managed customer confidence building and commercial arrangements with customers and suppliers.
Reported to Stockholm IS/IT (GIS) on progress and BAM (Business Assessment Module) reports for IT-outsourcing agreements, and SLA (Service Level Agreement) assessment.
Analyzed training requirements and competence development implementation to outsource vendors/resources.
Resource and Competence Manager, Ericsson Euro Lab Germany (EED)
Led 27 software engineers to provide guidance and service of departmetal competence management activities.
Defined, predicted, and managed competence to strengthen the HR strategies competence-related based practices.
Analyzed gaps to Identify and describe critical and strategic competencies.
Used a variety of alternatives for sourcing in to gain knowledge and achieve business goals.
Developed all company competence management guidelines, ensuring internal process alignment.
Developed company overall Data over IP competence and technology by leading the Knowledge Step Projects.
Built up in the GPRS, UMTS, TRAM, TRAM Express and SDL object-oriented design.
Learning Product Developer/Instructor (EBC)
Developed and delivered training products for the MD110, DECT, CAP and GAP systems, Mobility server 2.0 Wireless internal and external applications.
Created seminars and course materials for 802.11b WLAN applications and theoretical implementations.
Delivered materials to engineering groups/customers; Coordinated global instructors for product development.
Delivered all documentation for an MS2X training product. Experience with HTML Windows NT, UNIX.
Sr. Support Engineer Radio Base Station Sub Systems, Ericsson Radio (EUS)
Prepared, adapted and verified implementation instructions for Hardware and Software support projects.
Troubleshot Data transcripts and analyzed impacts on the CMS8800 TDMA and CDMA structure.
Masters in computer sicience focusing on emerging technologies
Majored in Computer Science and Minored in litature