Project Manager Technical Support

Pramod P

Contact No.: +91-990*******

E-Mail: ************@*****.***

EXECUTIVE SUMMARY

• 15 Years of Rich Work Experience in BPO/KPO, E-Business, Operations and Manufacturing

• Project Manager Positions held in Large MNCs – Dell International Services Pvt Ltd.

• Consumer ASPM-to provide/ensure the on time delivery of new products/services to the America’s regions with a focus on Product

Excellence, Quality Metric, Cost Reduction, CE and Reduce Services Total Cost Per Active Service Unit

• The REC advisor handles escalations from our internal customers (i.e. CQM's, AE's, Sales, Executive Services, etc.) that have not been

resolved by normal technical support channels.

• Leading Large Global Cross-functional Tool Effectively – Dell Connect(Remote Connection), DTT(Training Tool), Qfiniti(Call recording)

• Effective Communicator with Strong Interpersonal Skills

• Extremely Analytical & Process Oriented and Demonstrates a very high sense of Ownership, Commitment & Dedication

• Constantly Over-performing on Objectives & meeting all Deliverables in Time with High Levels of Accuracy

• Proven expertise in delivering several complex and business critical projects.

• A well rounded professional with a balance of Technical & Management skills who enjoys working on diverse assignments in a fast paced

environment to achieve business goals in a short time frame.

EXPERIENCE SUMMARY (15 Years)

Dell International Services (May’02 till Date)

(Dell is a Large MNC Manufacturing Computers, Servers & Peripherals and Providing Managed Services to Corporates and Consumers)

Designation: Project Program Management Advisor

• Consumer ASPM-to provide/ensure the on time delivery of new products/services to the America’s regions with a focus on Product

Excellence, Quality Metric, Cost Reduction, CE and Reduce Services Total Cost Per Active Service Unit

• The REC advisor handles escalations from our internal customers (i.e. CQM's, AE's, Sales, Executive Services, etc.) that have not been

resolved by normal technical support channels. And will assume full case ownership and act as a liaison for the customer with the

appropriate resolver groups to drive the issue to resolution.

• Responsible for Planning, Designing, Implementing and Sustaining Technical Support, Quality Initiatives, IT Tools, Systems, Applications

and Programs across Contact Centers Globally

• Leading Process Re-Engineering & Re-Design, Process Compliance and Process Auditing Globally

• Responsible for end-to-end Global Program / Project Management – Dell Connect, Qfiniti, DTT

• Testing Lead & SME for Delta Siebel CRM Tool for CSMB Technical Support

epowerten Pvt Ltd (Mar’00 – Apr’02 )

(epowerten is a Small Organization providing End-to-end Customer Management Services to Large Clients in India)

Designation: System Analyst & Network Admin

• Running day-to-day system admin Operations and Managing server & Tech support in the Organization

• Responsible for a Team of 10 employee

• Introduced the use of Linux OS in the company

Indian Institute of Science, Dept. of Aerospace Engineering (Feb’99 – Feb’00)

(I.I.S.C is a Research Institute providing Research & Solutions to the Industry)

Designation: Project Assistant

• Design, maintenance and working of Hypersonic Close Circuit Wind Tunnel

• Introduced into automation of testing, measuring in the wind tunnel.

EDUCATIONAL QUALIFICATIONS

• Bachelor of Engineering Degree - First Class : October ' 1998

CERTIFICATIONS

• ITIL V3 Foundation

• PMP Trained

• Sun Solaris System Administration from RCS Education

• Advanced Linux Administration from Linux learning center

• Linux System & networking Administration from Linux learning center

• Microsoft Certified Professional - MCP Id 2206925

• Diploma in E - Commerce TATA INFOTECH Online

• Course in Design Software (AutoCAD, Auto lisp, Advanced Modeling & C Course) I.S.C.T.

PRESENT ORGANIZATION:

DELL INTERNATIONAL SERVICES: May - 2002 TILL DATE

(Dell is a Large MNC Manufacturing Computers, Servers & Peripherals and Providing Managed Services to Corporates & Consumers)

PRESENT ROLE, RESPONSIBILITIES & ACCOMPLISHMENTS

(Geographies Managed - US, EMEA, and APJ)

ROLE & RESPONSIBILITIES:

Project Program Management Advisor - February 2012 – Till Date (2 years) Bengaluru Area, India

• Provide/ensure the on time delivery of new products/services to the America’s regions with a focus on Product Excellence, Quality Metric,

Cost Reduction, CE and Reduce Services Total Cost Per Active Service Unit

• Institutionalize lessons learned and best practices, Sustain product portfolio with scalable operational support model

• Continue to improve and expand service capabilities focus on NPS/CE, Revenue and Cost

• Manage product hardware, software and solution cycles thru End Of Service Life.

• Drive global Technical Support (T/S) approval & readiness for all NPI & Sustaining programs

• Establish & led the Global T/S Extended teams for the successful launch of all programs.

• Handles escalations from our internal customers (i.e. CQM's, AE's, Sales, Executive Services, etc.) that have not been resolved by normal

technical support channels. And will assume full case ownership and act as a liaison for the customer with the appropriate resolver groups

to drive the issue to resolution.

• Consistently apply experience and knowledge to reduce reoccurring defects and focus on defect prevention.

• Documentation Product issues and resolution, Product Changes, Address customer concerns that can result in support escalations &

Provide technical direction is intended to evaluate acquired entity’s product support documentation, tools and process and the need or

ability to transition to common tools sets and process.

Project Program Management Sr. Analyst - February 2011 – February 2012 (1 year 1 month) Bengaluru Area, India

• Responsible for Planning, Designing, Implementing & Sustaining Technical Support Tools & Applications

• Responsible for end-to-end Global Program / Project Management – DellConnect/Retail Registration / AWE

• Responsible for Sustaining Technical Support Training Tool – DTT for CSMB

Project Manager - February 2009 – February 2011 (2 years 1 month) Bengaluru Area, India

• Responsible for Testing & SME for Delta – CRM Tool for CSMB Technical Support

• Leading Process Re-Engineering & Re-Design, Process Compliance & Process Auditing

Master Resolution Expert - August 2007 – February 2009 (1 year 7 months) Bengaluru Area, India

• Directed a team of 15 in all aspects of technical support for customers.

• Managed direct sales and up-selling of products and warranties to potential and current customers.

• Ensured highest levels of customers service delivery, liaising between Dell-on-Call and Wireless specialty department to ensure quick

resolution of escalated and advanced configuration issues.

• Conducted performance audits. Supported team members using IDD Tool.

• Led audit process aimed at driving compliance while boosting protection of confidential data during card transactions.

• Ensured customer service excellence throughout department. Awarded Customer Experience Champion.

Process Standardisation Specialist II - May 2006 – August 2007 (1 year 4 months) Bengaluru Area, India

• Provide process understanding, process audit and process re-engineering inputs to increase business efficiency

• Devise various strategies to reduce overall costs, provide more efficient use of scarce resources and better support to customers

• Conduct analysis and research on process orientation, of concentrating on and rethinking end-to-end activities that create value for

customers

• Provide input to senior management team with focus on root cause analysis and comprehend requirement both from internal teams as well

as customer interfaces

• Travel to OSP and badged sites to assess training needs and provide required training or feedback to technicians

• Highlight risks attached to any of the processes and Drive best practice sharing and ensuring its adherence across processes

Site Effectiveness Specialist II - May 2006 – November 2006 (7 months) Bengaluru Area, India

• Led initiatives & projects aimed to driving process standardization across organization. Inspired process audits and process re-engineering

efforts to address issues. Provided critical business insights to support strategy and roadmap development.

• Involved formulated methodology to interface L3 Organization, Product Group, Manufacturing, and Technical Support contact center

operations.

• Mapped training procedure based on strategic analysis of current needs to boost technical troubleshooting functions and define current

policies and procedures for new hires.

• Launched successful new site through strong emphasis on business environment assessments, best practices approach, and process

improvement focus.

Technical Support Coach I - March 2003 – May 2006 (3 years 3 months) Bengaluru Area, India

• Managed a team of 15 Technical Support Reps offering support on Dell Laptop, Dell Desktops, Dell-branded Wireless routers and E&A

products.

• Provide resources and tools to achieve desired customer satisfaction and Resolve Rate

• Co-ordinate with Team Manager and Customer Experience Coach to help agents improve their technical, customer handling, and

communication capability

• Provide weekly review to the business AM on action plans on AHT, Resolve Rate and Warranty Cost Metric

• Review warranty cost metrics with TSS to avoid repeat dispatches and unwanted cost

Technical Support Representative - May 2002 – February 2003 (10 months) Bengaluru Area, India

• Worked as a Voice Tech Support Representative, handling Dell Laptop and Desktop related technical queries and concerns for resolution

for EMEA region.

epowerten: March 2000 – April 2002

(epowerten is a Small Organization providing End-to-end Customer Management Services to Large Clients in India)

ROLE, RESPONSIBILITIES & ACCOMPLISHMENTS

(Geographies Managed - APJ)

ROLE & RESPONSIBILITIES:

System Analyst & Network Admin - March 2000 – April 2002 (2 years 2 months) Bengaluru Area, India

• Running day-to-day system admin Operations and Managing server & Tech support in the Organization

• Responsible for a Team of 10 employee

• Introduced the use of Linux OS in the company

Indian Institute of Science, Dept. of Aerospace Engineering: February 1999 – February 2000

(The Indian Institute of Science (IISc) was conceived as a Research Institute or University of Research by Jamsetji Nusserwanji Tata, in the

final years of the 19th century. A long period of almost thirteen years was to elapse from the initial conception in 1896 to the birth of the

institute on May 27, 1909)

ROLE, RESPONSIBILITIES & ACCOMPLISHMENTS

(Geographies Managed - APJ)

ROLE & RESPONSIBILITIES:

Project Assistant - February 1999 – February 2000 (1 year 1 month) Bengaluru Area, India

• Design, maintenance and working of Hypersonic Close Circuit Wind Tunnel

• Introduced into automation of testing, measuring in the wind tunnel.

SKILLS & COMPETENCIES

• Excellent Functional Experience, Process Management Competence and BPO Specialist Experience

• Good Project Management, Problem Solving and Decision Making Skills

• Excellent Leadership, Communication & Interpersonal skills

• Excellent Presentation and Analytical skills

• Governance & Program Sustenance

• Strategic Insight and Problem Solving

• Process Standardization and Deployment

• Business Interactions and Coordination

• Call Center Operations

Personal Information

Date of Birth: October 24th 1975

Hobbies: Listening to Music, Travelling, Games and Cricket

Languages: English, Hindi, Kannada (Read, Write, & Speak)

Marital Status: Married

Address: No 23/1, Puttanna road, Basavanagudi, Bangalore – 560004

I hereby declare that this information is true to the best of my knowledge.

Thanking You,

Yours Sincerely,

(PRAMOD P)

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