APURVA AJIT

• Managing technical support team with 25 support engineers
• Tracking KPIs and creating continuous improvement plans.
• Analyzing and developing service goals for in-bound call center.
• Increased customer satisfaction ratings to 90%.
• Developing and implementing training initiatives for new hires.
• Overseeing development and implementation of improvements to support network operations.
• Communicating regularly with customers on escalations
• Excellent communication skills, both verbal and written.

• Managed /Lead team of 17 CritSit Managers ( India and Overseas ).
• Managed the remediation process and technical resources by facilitating cross departmental collaboration, coordinating the end to end customer experience and owning the internal and external communications. Also acted as customers and account team's main contact during critical situations and work with the technical specialists to manage the critical issue and resolution of problems and incidents.
• Initiated and facilitated the discussion with customer and respective resolution partners during critical issues. Ensured timely, professional and effective communication with the customer and internal groups from both the technical and management perspectives.
• Oversaw top tier customer critical account technical support situations to ensure all elements of technical support are progressing to issue resolution.
• Developed and delivered executive communication to customer and Citrix sales executives on status of critical Service Requests.
• Designed, implemented and supported processes with Product Management and Engineering regarding customer's needs and experiences with Citrix products.
• Made sure appropriate resources are made available to help mitigate the issue quickly and also Issues during engagement are escalated appropriately.
• Identified, analyzed, and initiated the escalation process in the organization based on the escalation criteria specified by the organization.
• Initiated hierarchical escalation process as per the incident management process, including senior authorities and securing their support

• Facilitated quick resolution of the Critical incident
  Provided ongoing status updates to Executives and related audience.
• Made sure appropriate resources are made available to help mitigate the issue quickly and also Issues during engagement are escalated appropriately.
• Identified, analyzed, and initiated the escalation process in the organization based on the escalation criteria specified by the organization.
• Initiated hierarchical escalation process as per the incident management process, including senior authorities and securing their support.
• Assembling the escalation team, which includes the incident owner, problem owner, and other professionals in the specified area of expertise.
• Worked with internal stakeholders to ensure that field communications are updated, as necessary.
• Demonstrated leadership in crisis management situations

SHAREFILE / XENMOBILE SUPPORT:

• Provide end to end ShareFile and XenMobile technical support to customers.
• Work closely with engineering team to get resolution of critical ShareFile cases.
• Report ShareFile Hot issues to stakeholders and update customers at the same time.
• Involved cross departmental collaboration during ShareFile outages.
• One of the primary contact for customers during critical ShareFile issues.
• Independently manage Sev1 without any intervention of escalation team formally.
• Acting ShareFile Lead/SME in the team.
  Provide help to all the team members including Escalation and DevA in resolving complex issues.
• One of the primary contacts for any ShareFile escalation in team.
• Train all the new joiners on the product and help them setting up the lab.
• Quite active on slack and other ShareFile forums and try to address customer and internal engineers'
  queries.
• Manage communication flow between engineering team and customers.
• Manage red accounts and related issues when assigned my manager to avoid any escalation.
• Handled Citrix ShareFile Data Hacking issue alone in the team for most of the APAC customers and managed
  to get appreciation from customers for the same.
• Also helped all the teams including customer service and XenMobile EMEA/NA to handle the situation to
  avoid any chaos from customer end.

GPA: 74.92%

GPA: 92.5 %

GPA: 87.4%