A.K. Meharaj Begum
Bangalore
Summary
Motivational team builder dedicated to fostering a positive work environment and achieving ambitious goals. Committed to cultivating an open and communicative culture that empowers employees to drive company success.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Supervisor Technical Support
Dell Technologies
Bengaluru
11.2018 - Current
- Experienced technical manager with strong team task allocation, monitoring, and integration skills. Seeking a manager position at your organization and offering a mix of technical skills and interpersonal abilities.
- I am currently working as a Lead (Wipro Team) for one of the Dell EMC Products.
- Directed and supervised team of 15 employees in daily operations.
- Prepared and presented reports on team performance, challenges, and achievements to senior management.
- Managed team of XX employees, ensuring high productivity and quality standards were met.
- Fostered a positive and motivating work environment, leading to an increase in team morale.
- Monitored employee attendance, addressing any punctuality or absenteeism issues.
- Trained new employees on company policies, job duties, and performance expectations.
- Acted as a liaison between upper management and staff, facilitating open communication.
- Led weekly team meetings to discuss progress, address issues, and plan future actions.
- Reviewed the performance of the team and conducted 1:1 coaching with team leads and frontline employees.
- Monitored individual performance and delivered timely and constructive feedback to team members.
- Interview and hire staff, and oversee technical training.
- Handled customer escalations quickly and effectively around the globe from large enterprise customers, including directors and C-level executives, leading to high customer retention (over 97%).
- Conduct or arrange for ongoing technical training and personal development classes for my team members.
- Captures escalated cases to provide fast and efficient resolution.
- Utilized KPI metrics to help guide team performance through behavior-driven coaching.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Tracked progress on projects and provided timely feedback to staff members.
- Assisted in creating budgets for departmental expenses including personnel costs.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
- Evaluated employee performance through periodic reviews and documented results accordingly.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Organized special events such as company picnics or holiday parties for employees.
- Reviewed reports from subordinate staff members before submitting them to senior management.
- Collaborated with other departments to coordinate workflow processes between teams.
Technical Support Engineer
EMC2
Bengaluru
10.2014 - 11.2018
- Worked in a team of 40 members operating across the Globe 24/7 shifts
- Provided Technical solutions to the customers via Remote Desktop Sessions
- Effectively troubleshoot various software problems and upgrade as needed
- Responsible for providing remote support for resolving customer issues, analyzing system logs and identifying potential issues
- Proven problem analysis/ resolution skills, ability to troubleshoot, solve problems quickly & completely
- Expedite solution through channelized tools & resources
- Promptly go with customer calls and answer queries regarding technical / non-technical problems
- Proactively Collaborate with required cross product teams internally and Raise Engineering tickets to resolve the Issue at the earliest
- Effectively handle escalations and customer complaints and resolve them
- Maintain constant communication with the management of the status of troubled customers and try to resolve them at the earliest
- Ensured customer-centric operations and identified areas for improvement and enhanced customer service initiatives through implementation of feedback received from them
Education
M.TECH - Software Engineering
Birla Institute Of Technology And Science
Pilani04.2019
BSC - Computer Technology
Nandha Engineering College
Erode05.2014
Skills
- Decisive
- Patience
- Effective Solution Development
- Technical Support
- Customer service
- Preventive Maintenance
- Employee Feedback Process
- Performance Evaluation
- Delegation
- Effective Team Collaboration
- Staff Management
- Process Improvement
- Employee Motivation
- Staff Development
- Complex Problem-Solving
- Processes and procedures
- Staff Discipline
- Process Monitoring and Improvement
- Priority management
Certification
- ISM Certified.
- Data Protection Advisor Intermediate level certified.
- Amazon AWS Certified Cloud Practitioner certified.
- VMware Certified Professional - Data Center Virtualization 2021.
- Microsoft Azure fundamentals.
Accomplishments
- Recruited and trained a team of support specialists that achieved 98% customer satisfaction rating.
- Implemented customer experience improvements to turn around falling customer base which increased conversation by 10% and sales 15%
- Implemented a documented training course for new hires.
Languages
Tamil
First Language
English
Proficient (C2)
C2
Malayalam
Intermediate (B1)
B1
Hindi
Intermediate (B1)
B1
Technical Skills
Reporting/Analytics: Data Protection Advisor.
Tools : Lightning, Case Navigator, S360,EAS,Workday, Avaya,Zoom,WebEx,JIRA and MS Office tools.
Operating System : Windows and Linux basics
References
References available upon request.
Timeline
Supervisor Technical Support
Dell Technologies
11.2018 - Current
Technical Support Engineer
EMC2
10.2014 - 11.2018
M.TECH - Software Engineering
Birla Institute Of Technology And Science
BSC - Computer Technology
Nandha Engineering College
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