Manager Technical Support

Name: Satish. G Tech Lead/Rotational Manager

Email: ******.*********@*****.*** Hewlett Packard Enterprise.

Mobile: 916-***-****

Professional Summary:

A result-oriented business professional with proven abilities in strategic planning, managing projects and change management. Able to identify areas of strength and weakness and implement company policies, standards, changes in operation and systems that optimize productivity. Demonstrated ability to motivate staff to maximum productivity and control costs through the most effective uses of manpower and available resources.

Areas of Expertise:-

Project Management

Process Analysis

Team building& Leadership

Quality Assurance

Resource Management

Change Management

Career Profile:-

Technical Lead/Rotational manager (July 2010 – Till date)

Hewlett Packard

Sr.Technical Support Analyst (Nov 2007 – June 2010)

Dell International Services

Qualifications:

Tertiary: Master Of Business Administration (presently pursuing) – 2015

Sikkim Manipal University

Bachelor of Commerce – 2012

Periyar University Salem

Professional: PMP, ITIL, Lean Six sigma yellow belt

Secondary: Stracy Memorial Pre-University College – 2002

Kendriya vidhyalaya asc(central)- 2000

Work profile:-

Organization : Hewlett Packard

LOB : US and Canada

Designation : Manager

Duration : July 2010 to Present

Location : Bangalore, India.

Roles and Responsibility:

Working as a centralized hardware dispatch team lead for 5 years, where the key responsibility was to ensure the fulfillment of North American customers-working with various stakeholders to resolve the order blocks to enable the shipment of orders.

Promoting high degree of collaboration amongst employees as needed to achieve a common goal

Interaction with Key stakeholders (Internal & External) across different countries and making strategies to improve overall performance.

Managing one or more multi discipline teams working on new products and solutions, including design, development, maintenance, testing, and quality and performance assurance of products/solutions.

Expertise in developing project baselines; monitoring & controlling projects with respect to cost, resource deployment and quality compliance to ensure satisfactory execution of the same.

Maintaining relationship with cross functional teams like POP and care pack to ensure warranty is updated in a timely manner to reduce delay in services

Monitoring & reporting on standards & performance targets.

Focusing on Technology Services, identifying and helping drive process improvement initiatives for partner transformation

Actively participate in strategic technical and/or business initiatives

Projects and Initiatives:

Proposed a plan to reduce the shipment of recovery media, formulated a process and discovered troubleshooting steps to mitigate the shipment and cut down on cost. As a result Net promoter score increased by 4% and saved cost by 27%.

Catalyzed a project for a Quarter to identify warranty that was due for renewal and provide appropriate entitlement options to the stakeholder there by showing a revenue of $3.5million.

Piloted a Team and strategized a plan in order to reduce cost on shipment and provide faster turnaround time by collaborating with authorized service providers, thereby saving $5million annually.

Organization : Dell International Services

LOB : US and Canada

Designation : Sr. Technical Support Analyst

Duration : Nov 2007 to June 2010.

Location : Bangalore, India.

Roles and Responsibility:

Generate/analyze reporting specific to L1 reps to perform coaching needs analysis. (technical performance metrics only)

Ensure entire team meets its business target for warranty cost metrics (DR, RDR, Dispatch cost) and resolution metrics (RR, XPR).

Generate/analyze reporting specific to L1 reps to perform coaching needs analysis. (technical performance metrics only)

Arrange mentoring sessions based on needs analysis (through audits and failure scrubs) and coach to proper troubleshooting and guideline adherence improvements.

Corporate Achievements:-

Was awarded for getting more number of customer satisfaction scores as a Trainee in Dell

Was awarded as the best sales agent for making more number of sales for a Q1&Q2 in Dell

Was awarded for Overall Best performance in meeting all the Parameters for the month of July-2012 in HP

Was awarded for Superb customer satisfaction score for the month June-2011 in HP

Was one of the best performer for meeting all the parameters for the month of May-2011 in HP

Won numerous contest on the sales front.

Was Awarded Best Technical Lead of the Quarter, Q4 FY’14 in HP

Training Undergone-

Personal productivity & communication training on American accent, customer handling skills by Dr. Ambasuthan, organized by Hewlett Packard.

Career Enhancement program by Dr. Ambasthan, organized by Hewlett Packard.

Trained on Time and stress Management Organized by Dell International services.

Trained on people and conflict management by Dr. Ambasuthan, organized by Hewlett Packard

Co-curricular activities-

Was 2nd runners up in Karnataka bodybuilding competition organized by the KABBA

Represent Bangalore in district level football tournament

Was awarded Rajyapurskar in scouts

Have completed my B certificate in NCC

Love hiking and mountain climbing

Love to read books and writing poetries

Personal information

1. Date of birth : 29th march 1983

2. Present& permanent address: #19 3rd cross gowthmapuram

Halasuru Bangalore, pin- 560008

3. Marital status: : Married

4. Spouse name- : Saranya.S

5. Language : English, Hindi, Kannada, and Tamil

Disclaimer

I hereby declare that the above info is true to the best of my knowledge and belief

Place-Bangalore Signature

Date- (Satish.G)

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