Manager, Customer Support Field team - EMEA
EMC
Total years of experience :27 years, 7 Months
Assigned to lead the field support team in Dubai, mission was to deal with critical escalations in the region and assist the sales.
Business development for Value Added Services, VAS.
Contributions
• Built team readiness and got them engaged in critical escalations in the region
• Dealt directly with escalations within EMEA region and brought to resolution.
• Built close relation with the sales team within MENA region.
• Build VAS pipeline with the sales by attending weekly sales review and QBRs.
Promoted to manager position to recruit, train and supervise a team of 11 talented and highly skilled TSE engineers in the EMC CoE in Cairo. Foster a very positive and dynamic work environment to deliver top performance. Managed a team to deliver support to 5 security products to RSA customers globally.
Contributions
• Major success and achievement was choosing Cairo to expend by 30+ engineers.
• Recruited 6 talents and enabled them to work on the RSA Security products within 2 month.
• No staff turnover and lifted team enthusiasm and passion to excel in delivery.
• Elevated the CSAT for the Cairo team to above 90% thus contributed highly to EMEA.
• Ability to work remotely and coordinate with the sales and delivery team in Dubai / EMEA.
• Escalations management, with ability to deal with strategic customers globally and turn them over to satisfied and gaining their trust.
• Organized teams to cover with different regions, Timezones and various products.
• Presented the support team in the regional sales QBR, and doing 30 minz PPT.
• Process developing for support.
The company is the premier provider of security solutions for business acceleration. Handled key customers in the EMEA region and major acconuts like Nokia & TeliaSonera.
Achievement :
• Awarded with the "Reward of Recognition" during the companies worldwide meeting in April 2008.
• Restored faith for 3 major accounts in RSA support organization, two of which were major public key infrastructure customers and received management recognition and appreciation.
Responsibilities :
• Working closely with the customer to understand his business requirements and software implementation architecture in addition to devising solutions considered appropriate in line with business environment.
• Performing escalation management for the customer and serving as a linking pin between the support team, engineering & product management groups and senior RSA/EMC Directors ensuring that no grievance reaches critical capacity.
• Identifying critical business issues and developing immediate and long term solutions including enhancements to existing core applications, new software packages and customer programs across various platforms.
• Reporting to senior Directors on key issues faced with while servicing clients after analysis of the customer's situation and locating resources needed to facilitate management action.
• Influencing the generation of a products road map by identifying customer requirements for enhancements in future product releases and providing for developments through R & D.
• Generating new opportunities for Premium Services by working with the sales team and conducting presentations for prospect customers.
• Scheduling quarterly on site customer meetings, soliciting customer training WebCasts for new product enhancements and features and instigating a variety of programs to lead the customer toward self sufficiency.
• Nurturing a steadily growing and loyal clientele in addition to ensuring their service and satisfaction at all times.
Aside from my major roles, took over a Designated Project Manager for Middleast Clients : ENBD (UAE), ANB (KSA), Alinma Bank (KSA) etc..
• Built relationship with various stakeholders and operations team.
•Business growth by engaging in POCs and presenting the service value to prospect customers.
• Managed the AntiFraud service with the customer and provided support with various aspects of the service via onsite meetings, webexs and phone calls.
• Managed customer escalations for Fraud attacks
The company is among the leading IT groups in the Middle East employing more than 400 professionals with offices in UAE, Kuwait, Saudi Arabia, Yemen & Turkey and operations in broad range enterprise software solutions.
Achievements :
• Handled a portfolio comprising of many key clients like Etisalat, Army, ADIA and Sheikh Khalifa Medical Center as the Project & Technical Support Manager.
• Oversaw and supervised major issues pertaining to the planning, administration, installation, configuration, support, trouble shooting, up-gradations and security of Solaris, SUN Servers, SUN Storage Systems, Solaris Volume Manager, SUN Cluster, SUN Ray, SUN Control Station, SAN and Switches.
Responsibilities :
• Performed installation and configuration of Veritas Cluster and Volume Manager, Linux Red Hat and Suse, Legato Backup Software and ADIC Tape Libraries in addition to EMC SAN and NAS Storage.
• Spearheaded the conceptualization and implementation of key network storage and system frameworks primarily on SUN interface, delivered written directions across all functional units about the project's work scope, schedule and budgets to be administered by task managers.
• Reported to the senior management and requisitioned for additional resources as per requirement simultaneously justifying overheads, effecting cost reduction and optimizing employee throughput.
• Worked closely with department heads and designated staff to identify and prioritize information systems requirements, identified critical business issues and developed immediate and long term solutions including enhancements to infrastructure.
• Planned and devised ways of optimizing existent resources to improve throughputs thus enhancing system performance parameters .
Deputed to develop a turnkey Management Software using Microsoft Access as the front end other database packages as back-end.
Responsibilities :
• Evaluated and identified organizational requirements to establish operating procedural standards and concurrently recommended IT infrastructure requirements and upgradations, to ensure acceptable levels of security in addition to sufficiency of disaster management and data recovery plans.
• Coordinated with various departments, liaised and negotiated with vendors, suppliers and external outsourcing agents on matters pertaining to pricing, deadlines and timely execution of day to day operations.
• Managed security, network and database installations -in both a Windows and UNIX environment and handled issues encompassing Internet/Intranet services, FTP, DNS, NIS/NIS+, NFS, Anti-Virus solutions and remote access authorization.
• Formulated design reports, data flow diagrams (DFD), flow-charts, entity relationship diagrams (ERD) and functional specifications in order to ensure seamless execution of envisaged processes.
• Incepted blueprints for networking, intranet and security administration systems and demarcated database administration systems for different departments.
Responsibilities :
• Managed the overall operations of the computer lab, configured PCs, printers and oversaw network management in addition to assisting students in using computers and SUN workstations.
• Monitored and generated reports for students and instructors time tables, academic plans, final examination plans and all supporting administrative activities.
• Performed regular system checks and preventive maintenance to ensure optimum system performance.
• Worked extensively on various types of routers and switches, established systems continuity, disaster recovery management protocols and procedures.
• Monitored day-end system performance reports for anomalies and implemented immediate remedial measures in case of contingency in addition to providing technical support on DOS, Windows for workgroups, Windows 95, 98, 2000, MS Office and Windows 2000.
• Trained staff and students about any new developments incorporated in the system and equipped them to deal with the same.
Other Relevant Experience :
Jun '97 - Oct '97
Systems Engineer
Uni-Lebanon, Lebanon
Highlights :
• Installed and troubleshot Windows on Unisys PCs and rendered exemplary customer support.
• Maintained highest standards of quality on deliverables according to envisaged implementation methodology and ensured that escalation procedures are followed avoiding surprises by resolving all work issues.
• Conceived and maintained, logs and extended support to users in system orientation by employing problem-solving & root cause analysis techniques to assist with issue resolution.
• Dec 2006 : Access Manager Training, UK. • Dec 2006 : Authentication Manager Training, UK.
TDC 103, is a three weeks course required for the TDC 189 SPARK III Accreditation Track covering the following hardware : • Midframe & Midrange Servers SFV1280, SF4800, SF4900, SF6900 and SF6800 • Entry-Level Servers SFV240, SFV250, SFV480 SFV490, SFV880 and SFV890 • Desktops and Workstations Blade 2500, Blade 2000 and Blade150 • Storage A5000, A5200, T3 and T3+ • Switches and SAN Topologies
TDC 100 is a one week course required for TDC 189 SPARK III Accreditation Track.
Other Major SUN Certifications to Credit : • Aug 2002 : Certification in Workgroup Product Knowledge. • Aug 2002 : Sun Certified Enterprise Sales Representative. • Aug 2002 : Certification in Sun Cluster 3.0 Administration. • Aug 2002 : Sun Certified Workgroup Sales Representative. • March 2000 : Sun Certified System Administrator.
