Abhishek Pal
Bengaluru
Summary
An accomplished Technical Manager with an illustrious 16-year career dedicated to propelling customer success through technical excellence. A proficient leader skilled at merging operational strategies into high-value technical consulting projects, resulting in superior service delivery and exceptional customer satisfaction. Excels in managing and mentoring diverse teams of 16+ members, optimizing critical processes, and fostering collaborative environments for engineering professionals. Energetic Supervisor successful at motivating and building positive team dynamics to accomplish aggressive goals. Dedicated to open, communicative culture where employees feel empowered to contribute to company's success.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Leader, Customer Delivery
Cisco Systems
07.2014 - Current
- Spearheaded a dynamic security team catering to pivotal sectors: BFSI, Education, IT, and Health
- Successfully addressed a significant attrition challenge within 6 months, augmenting headcount by 200% and redistributing workload by 50%
- Pioneered a 3-week training program, fostering a collaborative learning environment among team members, resulting in 30% reduced support tickets in 6 weeks
- Collaborated with sales & Cisco Learning Network teams to conduct Security technology webinars, benefitting 300+ partners and customers
- Orchestrated initiatives promoting a true hybrid work environment, including Return to Office (RTO) strategies, while actively participating in CSR activities.
- Increased customer satisfaction ratings to 86%
Technical Team Lead & Services
Cisco Systems
07.2018 - 01.2021
- Played a pivotal role in resolving technical issues for clients, managing escalations, and driving cross-team collaboration for product enhancement
- Achieved a 30% reduction in cases with quicker resolutions, consequently boosting customer satisfaction
- Led global projects, such as the IC digitization initiative and AODW, resulting in significant process enhancements and customer satisfaction improvements
- Contributed substantially to bug detection and resolution, enhancing product quality and reducing critical issues by 10%.
Technical Consulting Engineer
Cisco Systems
07.2014 - 01.2018
- Leveraged extensive product/service expertise to handle executive-level escalations, deliver training sessions, and drive improvements in issue resolution.
- Spearheaded adoption of brainstorming sessions, simulation and prototyping.
- Processed technical feedback reports from production staff, integrating suggestions and reported issues into future engineering tasks.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Senior Specialist
HCL Technologies
03.2010 - 07.2014
- Conducted independent technical reviews of current processes and records to proactively identify and correct process and system issues.
- Evaluated customer needs and feedback to drive product and service improvements.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Supported department leadership in implementing new policies, procedures and controls.
- Offered coaching and resources to help program participants maintain progress and achieve goals.
Technical Customer Support
vCustomer
10.2007 - 02.2010
- Took ownership of issues and set proper and realistic expectations to deliver prompt solutions.
- Answered incoming support inquiries via chat, phone and email.
- Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service.
- Answered calls and emails at help desk to assist customers with basic support, bug fixes and configuration issues.
Education
Bachelor of Engineering in Electronics & Telecommunication -
IETE
New Delhi06.2008
Skills
- Executive Escalation management
- Strategic Planning
- Analytical Skills
- Automation & Innovation
- Service Level Agreements
- Team Building
- Risk Management
- Attention to Detail
- Teamwork and Collaboration
Certification
- ITILV4
- Certified Scrum Master
- CCIE Collaboration Written
- CCNA
Authorship Public Technotes
Published tech notes on Cisco platforms addressing critical collaboration and meeting server configurations.
Timeline
Technical Team Lead & Services
Cisco Systems
07.2018 - 01.2021
Leader, Customer Delivery
Cisco Systems
07.2014 - Current
Technical Consulting Engineer
Cisco Systems
07.2014 - 01.2018
Senior Specialist
HCL Technologies
03.2010 - 07.2014
Technical Customer Support
vCustomer
10.2007 - 02.2010
Bachelor of Engineering in Electronics & Telecommunication -
IETE
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