Anthony Dsouza
Technical Support Manager
Tallinn
Summary
IT engineer by education, Product technical and customer support expert, – 10+ years of managerial experience in the gaming industry, have successfully led large engineering teams to produce products for customers.
Overview
22
22
years of professional experience
10
10
years of post-secondary education
Work History
Consultant. Technical Account Manager
HCL Technologies
05.2019 - 06.2020
- Manage and provide technical consultancy to 7x Companies for Symantec products
- Broadcom (SED) Premium Designated Tech Support, Tasks Manage and provide technical consultancy to 3 x Fortune 100 Companies
- This includes contract negotiations, being a technical coordinator between customer and development teams
- Track and report on Technical support performance metrics, and consult product performance improvement with Software Developement teams.
Operations Manager
Dgrid.eu
07.2013 - 02.2019
- Tasks Defining Product roadmap
- Creating new Business opportunity with new and current customers, market research
- Aggresively negotiating with vendors for best pricing and service contracts
- Ensuring the operations is as automated as possible, for customers to be able to purchase service from us.
Technical Support Manager
Videobet, Playtech
07.2008 - 05.2013
- Tasks Creation and maintaining ITIL incident management process documentation, managing delivery of product deployment to customers, coordinating production Critical issues scheduled into Agile Sprints
- Managing a team of 12 technical support engineers, preparing budget proposals
- Accomplished Building a new team from scratch growing from 0 to 12 engineers
- Response times to customer was greatly improved after the deployment of 25,000 slots machines in the UK
- Succesfully altered and maintained 3 levels of technical support, with the integration of software developer to have quick turnaournd for bug fixes
- Close collaboration with cross-functional teams to ensure company policy and product compliance as per Management stakeholders.
Associate Technical Support Manager
Symantec Corporation
04.2007 - 07.2008
- Managing a team of 4 Tech Support Engineers, personally dealing with customer escalations, evaluating current escalation process and improvising on processes, Pre and post sales technical support for new and existing customers, projection of team budgets, salaries and bonus programs
- 360 degree valuation on engineers performances
- Accomplished Promoted from Technical Escalation manager to Associate Technical Support Manager, and build a team of 4 Tech Support engineers.
EMEA Technical Escalations Manager
Altiris Inc
06.2004 - 04.2007
- Tasks Provide Altiris customers with onsite, remote, telephone, e-mail and forums support on Altiris software
- Reproduce, troubleshoot and resolve customers’ issues
- Accomplished Promoted from a technical support engineer to escalation manager, because of my skills to be able to deal with hot burning customer issues and ensuring that the customer is happy once the issue has been resolved with my intervention.
Project Manager
El-Hoss Eng. And Trans. Co
09.2003 - 01.2004
- Tasks Digitizing spare parts inventory, issuance of Us military orders, recording of Mack truck engine faults with computerized diagnostics for the mechanics, maintaining history of damaged truck reports
- Accomplished Managed to digitize 100% of the spare parts inventory, create a process for faster repair times on trucks.
IT System Administrator
Kuwait Drilling Company
09.2001 - 09.2003
- Tasks Procurement of IT equipment and GPS mobile phones, managed 8 personnel to coordinate interdepartmental jobs, manage web services and all corporate servers, such as Cisco routers, MS exchange, SQL database
- Accomplished Every IT equipment was up to date and well documented
- All systems were working per the corporate SLA downtime of minimum of 95%.
Technical Escalations Manager
El-Hoss Eng. And Trans. Co
05.1998 - 09.2001
- To create a digital environment for staff to move from paper oriented workplace to computer oriented workplace
- Upgrading of current computers, create a new office network that didnt exist
- Digitizing contract documents of the company and correspondences, troubleshoot daily employer computer issues and trainings
- Accomplished Successfully accomplised the tasks.
Education
Data Science - Data Science
04.2022 - 04.2023
Notification Server Advanced Technical Training Course Managing -
01.2007 - 04.2008
Management Hiring Training -
01.2004 - 04.2007
ITIL Trainings -
07.2007 - 08.2007
Technology Diploma - Computer hardware maintenance and Networking Technology
01.1996 - 04.1997
Industrial Electronic Diploma -
01.1993 - 04.1996
Skills
Key stakeholder relationship building
Policies and procedures
Staff Management
Job inspections
Strategic planning
Budgeting
Key Performance Indicators
Contract Management
Project Management
Timeline
Excelr Institute - Data Science, Data Science
04.2022 - 04.2023
Consultant. Technical Account Manager - HCL Technologies
05.2019 - 06.2020
Operations Manager - Dgrid.eu
07.2013 - 02.2019
Technical Support Manager - Videobet, Playtech
07.2008 - 05.2013
HEART Technical Support Training - ITIL Trainings,
07.2007 - 08.2007
Associate Technical Support Manager - Symantec Corporation
04.2007 - 07.2008
Symantec - Notification Server Advanced Technical Training Course Managing,
01.2007 - 04.2008
EMEA Technical Escalations Manager - Altiris Inc
06.2004 - 04.2007
HEART Technical Support Training - Management Hiring Training,
01.2004 - 04.2007
Project Manager - El-Hoss Eng. And Trans. Co
09.2003 - 01.2004
IT System Administrator - Kuwait Drilling Company
09.2001 - 09.2003
Technical Escalations Manager - El-Hoss Eng. And Trans. Co
05.1998 - 09.2001
Insitute of High Institute - Technology Diploma, Computer hardware maintenance and Networking Technology
01.1996 - 04.1997
Fr. Agnel Technical Institute - Industrial Electronic Diploma,
01.1993 - 04.1996