Abraham Robert

I am tasked with assembling a team of core subject matter experts to oversee critical functions within ChargePoint's electric vehicle charging network. This team will include specialists in network performance analysis, technical compliance with CARB regulations, outage resolution, root cause analysis, and automation workflow requirements.

Their primary focus will be on ensuring the smooth operation of ChargePoint's charging stations, activations, installations, and ELS services. This entails overseeing both the Central Network Operations Center (NOC) and regional operations for preventive and corrective maintenance, as well as handling internal, external, and customer problem escalations while ensuring strict process adherence.

Externally, the team will interface with Original Equipment Manufacturers (OEMs) and vendors for technical issue resolution, while internally, they will serve as the prime interface with Assure-Pro, Assure, and Standard Engineering Operations for planning and coordination purposes.

One of their key responsibilities will be driving resolutions for customer complaints within service level agreements (SLAs) and ensuring effective operational performance and management. Additionally, they will spearhead efforts to drive automation for Mean Time to Repair (MTTR) reduction and resource optimization.

This team will also provide overarching technical oversight for managing cross-functional teams, observing and analyzing Key Performance Indicators (KPIs), and implementing necessary changes for optimum network performance. They will ensure that the operated network meets agreed assurance KPIs and SLAs, manage outages and emergencies, and handle team expansion, people management, resource planning, recruitment, and appraisals, all while prioritizing the delivery of customer service excellence.

As the manager overseeing India Operations for a Healthcare Service Desk, I lead a team of 104 Agents, Team Leaders, Quality Leads, and Training Leads. My responsibilities encompass various facets of operations, including identifying and implementing cost-cutting measures, negotiating contracts in recruitment and vendor management, and maintaining client relations through SLA adherence and metric management.

Furthermore, I am deeply involved in training and knowledge maintenance for current healthcare projects, fostering client partnerships as the primary offshore point of contact to ensure alignment with business goals. I provide comprehensive oversight of day-to-day operations, including system maintenance, while also driving strategic direction and cultivating the company's culture, values, and corporate policies.

In terms of HR management, I oversee the hiring process, identify risks and opportunities, and ensure compliance with corporate laws and regulations. Additionally, I formulate long-term strategic plans based on industry trends and opportunities, negotiate contracts with vendors and business partners, and develop human resource policies to promote employee satisfaction and productivity.

Central to my role is managing employee relations to uphold high levels of performance and morale within the organization.

• Acted as the primary point of contact for customers, leading the delivery team and coordinating resources for assigned accounts.

• Managed delivery costs while ensuring a superior customer experience.

• Monitored service levels against agreed SLAs and ensured compliance with contractual obligations.

• Proactively identified and proposed improvements to customers’ IT environments to enhance performance and stability.

• Provided consultative IT advice, fostering collaboration and sharing operational best practices with customers.

• Leveraged Value-Based Delivery (VBD) processes to minimize customer business risks, maximize IT investment returns, and demonstrate the value of proactive services.

• Gained an in-depth understanding of customers’ end-to-end IT environments to align IT support with business objectives within the scope of the support contract.

• Conducted regular Support Planning and Review Meetings to ensure customer alignment, value realization, and accelerate delivery of contractual commitments.

• Supported customers in problem resolution and escalation management, ensuring quick turnaround and satisfaction.

• Identified opportunities for upselling and account expansion, contributing to growth, profitability, and retention of accounts.

• Collaborated with Sales and Pursuit teams to align with cross-business-unit strategies and deliver comprehensive solutions.

• Participated in pre-sales, post-sales, and contract renewal activities, providing critical inputs on services and account management.

• Maintained a strong understanding of customer IT environments, industry-specific trends, and relevant market developments.

• Actively communicated with customers on all aspects of service support to ensure transparency and alignment.

• Applied standard Project Management and Change Management procedures to ensure smooth execution of IT initiatives.

As the leader overseeing the delivery and profitability of a $150 million technical service operations program, I am responsible for defining program objectives, creating strategic roadmaps, and aligning initiatives with business goals. Leading ITIL service lines with a team of up to 120 members, I drive operational excellence and ensure alignment with organizational strategy.

I have championed a culture of innovation and continuous improvement, evaluating methodologies and tools to standardize and harmonize processes across multiple engagements, resulting in annual cost savings of approximately $1 million. Additionally, I played a pivotal role in integrating the acquired company, Aruba Networks, with HPE, facilitating seamless resource migration during entity transfers.

In my capacity, I develop and implement quality frameworks and service governance aligned with CMMI, ISO standards, and client regulatory requirements. As a trusted advisor to clients, I forge strong professional relationships with senior-level management and stakeholders, ensuring the successful delivery of services.

Actively engaged with staffing companies, managing all vendors and contingent workforce (CWF) employees.

Spearheaded relationships with 12 staffing companies, collaborating closely with recruiters to source talent for networking (wired and wireless) projects.

Led efforts to restructure salaries based on market studies, enhancing employee retention and reducing hire-to-train time.

Furthermore, in my previous role as a Trainer, I conducted over 400 sessions, educating 2,000 employees on ITIL and Salesforce processes over a span of two years, demonstrating my commitment to knowledge dissemination and professional development.

- Spearheaded the development and implementation of Internet and Intranet applications across diverse platforms.

- Achieved substantial reduction in equipment downtime and minimized major repair instances.

- Successfully conducted Salesforce (SFDC) Platform training for over 300 batches.

- Collaborated with Customer Relations within the organization to address and resolve dissatisfaction among end-users and small-medium businesses.

- Functioned as a Process Trainer for the business, achieving a success rate of 96% across over 200 training batches.

- Enforced consistent process adherence across multiple centers in Bangalore, Dalian, US, Canada, & Philippines.

- Acted as the sole Point of Contact for all cost-centers to meet organization-wide SLAs efficiently.

• Optimized PC performance through regular updates, patches, and system upgrades.
• Configured hardware, devices, and software to set up work stations for employees.
• Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
• Managed inventory of IT assets including hardware components and software licenses to maintain accurate records and ensure compliance with company policies.

• Led a team of junior engineers, ensuring timely delivery of high-quality support services to clients.
• Worked closely with product management teams to identify potential areas for enhancement based on customer feedback and usage patterns observed during support engagements.
• Achieved high client retention rates through consistent delivery of excellent technical support services tailored to individual needs.
• Streamlined troubleshooting processes for improved issue resolution times and minimized downtime.

• Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
• Mentored junior members of the team on best practices in issue resolution techniques.
• Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
• Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.