Gaurav Dubey

The Job profile involves finding New Ideas, Project Planning, Designing, Budget and Flash Forecast, Project Implementation via Control Metrics and End to End collaboration with Stakeholders for successful Project completion.

Seeking an opportunity to use my expertise to successfully drive Projects and help the organization grow.

• Directed simultaneous projects to reduce Product Warranty Spend by 30% for fiscal year.
• Executed and managed Warranty Spend reduction programs to save $1.02M.
• Identified new tool usage opportunity and executed drive which resulted into more than $2M savings for a year.
• Worked cross-functionally and implemented solutions with multiple internal stakeholders, Partner Management, Engineering R&D.
• Find project Control Metrics using Data Modelling via Python.
• Created and presented data using MS Excel spreadsheets, Power Point, Power BI
• Regular meetings with project stakeholders on regular basis to assess progress and make adjustments
• Resolved problems and providing solutions to customers by communicating requirements to subordinates
• Tracked and reported weekly/monthly program results to customers and stakeholders to facilitate change management activities.
• End to End Project Governance.

Current Job Role: Project Manager

Roles and Responsibilities.

• Identify Areas of opportunities and implement Projects to save Warranty Spends.
• Plan and Implement Projects, Monitor and help the project succeed.
• Be a bridge between Stake holders and target audience.
• Project Governance and lead the projects upfront.
• Also responsible for Flashing the projects performance month on month. I am responsible to track performance of Projects from different Project Managers and FLASH the Savings and performance for the rest of the year. Real time data analysis, seasonality, risks are some of the parameters taken into consideration.
• Partner Management - Was managing one of the HP Parts with regular site visits and helped then in improving KPIs like TPR, FTF, Remote Resolve by providing real time support, technical trainings.
• Training - Also responsible for need based training on Product Technologies, NPIs to sub-ordinates and partner centers. Conducted Product Training to the entire support population of a Partner center. Also conduct Holiday Season Readiness training once in a year for Support Teams.

AREAS OF STRENGTH:

TECHNICAL

• Python programming using Jupiter Interface
• Data Insights and Data Modelling via Python
• Data Visualization via Power BI
• Root Cause Analysis
• MS Office Tools - MS Excel (Advanced Excel, Automation with Excel, Excel AI), Power point.
• My SQL Basic Programming
• MS Visio, Adobe Photoshop, Salesforce and other tool Knowledge

OPERATIONAL

• Project Management
• Problem Solving
• Project Planning, Designing and Implementation
• Budget and Flash Forecast
• Project Monitoring via Control Metrics and effective collaboration with the Stake Holders to successfully complete the projects.
• Conducting Technical Trainings
• End to End responsibility for any escalations, collaborating between support team and customer.
• Customer Service
• Strategic Thinking
• Agile Methodologies

CORE COMPETENCIES

• Project/Stakeholder Management
• Design and Implementation of Projects
• Waste Management
• Testing and Reporting
• Quality management
• Training and Development
• Team Building/Leadership
• Data Insights, finding Key Metrics using Data Modelling via Python programming.
• Have worked on various Projects from Planning and Designing to Implementation to Monitoring and Measuring the success and driving the Projects successfully with Stakeholders.
• Expertise in leading all projects through aggressive project governance processes; presented changes, issues, risks and contingency plans
• Skilled in managing Product Life Cycle Management (PLC)
• Gained multi-cultural experience by working with varied cultures Globally–AMS, EMEA and APJ.
• Led cross-functional teams, including teams beyond direct sphere of influence to meet platform / product objectives
• Good Knowledge of ITIL or equivalent processes (Incident, Change and Problem Management).
• Have ITIL Foundation Certification (via EXIN)
• Certified for Python Programming via NIS (Natural Intelligence Solutions)

Key Projects

Part Optimization.

An initial study of commercial Product data resulted into a finding where Field Engineers used to order Multiple Core parts to the customers place and more than 85% of the times Resolution would be provided by either no parts or just part replacement.

• An initial sizing resulted into an opportunity to save costs by $1.5M for fiscal year Fy23.
• I planned the project along with one more colleague, conducted workshops for initial approvals, implemented the project, monitored the progress with weekly meetings.
• Implemented process for the Field Engineers to carry only 1 Core part. This saves on Logistics and shipment cost.
• The project was implemented at various global locations AMS, EMEA, APJ and with a slight challenge for but in at certain locations; it resulted into a $1.3M savings @ 87% for FY23.
• Project is continued for FY24; Currently seeking for stretched goals.

Remote Resolve

• This is a project to improve Remote Resolve for HP customers(End Users).
• When a Phone support agents is unable to provide resolution over the phone, Field Engineers are sent to diagnose and fix the issue at customers end.
• On analyzing historical data found 25% of the times Engineers could resolve the issue by simple adjustments which a Support Agent could have performed.
• Projects were implemented to guide and help the support agent build better understanding of the products hence providing resolution over the phone, resulted into better Remote Resolve and Saving on Engineers travel.
• This is implemented with Partner centers and Weekly progress reports are shared to track the performance.

Re-Repair Reduction

• This is a project which enables Field engineers to take End to End ownership and provide Total Problem Resolution on 1st go avoiding multiple repairs within 30 days.
• Engineers need to ensure they diagnose the Product issues correctly, provide correct resolution to the customer.
• This would avoid multiple unnecessary repair of the products.

• Managed a group of Supervisors and helped them and their team to Excel in the performance.
• Improved customer satisfaction and sales through considered coordination with colleagues, enhancing overall care and service.
• As a part of the role, used to train the new comers regularly on Technical contents.
• Was able to improve the Remote Resolve and hence reduce the shipment of products in a quick span of 3 months.
• Was able to drive to reduce the Waste Shipment rate from as high as 20% to ~ 6%, Correct Troubleshooting, Process Adherence effective usage of Technical Modules.
• Open Case Management responsibility.

• The job role involves studying data, finding insights, working with Support team for Corrective actions which would help improve KPI Metrics.
• Providing Technical Product Trainings.
• Replicate Customers scenario and find solutions and work with R&D team to implement the solutions in upcoming HP Products. This would involve Firmware update, Product Design change.
• Compiled, evaluated, and reviewed Sales Force data to identify top issue contributors.
• Identified and documented detailed business rules and use cases based on requirements analysis.
• Produced Weekly/Monthly reports using advanced MS Excel spreadsheet functions from QlikView.
• Data Visualization tools like Power BI, Tableau used.
• Developed database objects, including tables, views and materialized views using MS Access, Excel.

Key Projects

Re-Service Reduction

• This project was a Part Optimization project which involved reduction of unnecessary and incorrect Part shipment and improve product repair, hence providing better FTF and Total Problem Resolution to the customer.
• I analyzed the initial Raw data and found areas of improvements.
• Planned the project end to end and implemented with help of another colleague.
• The Re-Service rate reduced by 40% for the fiscal year.
• Was also rewarded for Project identification, implementation and success.

FPLA (First Product Launch Analysis):

• This project involved analysis first 2000 cases for Newly products to understand End User experience, Product behavior, bugs if any and report the same to R & D team for further product enhancement.
• Find the Product behavior, Top Call Generators, Emerging issues.
• Provide feedback to the R&D team who would further enhance either the firmware, driver or do a design change update on upcoming products.
• Used Advanced excel, MS Access and visualization tools like Power BI, Tableau.

Other Projects

Unit No Fault Found - This project was based on Product repair which were done at the the Repair Center where opportunities were found to have better Diagnosis by the Support Team during customer interaction.

• Also involved opportunities of Technical content creation and enhancement.
• These were driven with Partner Support teams, Operations management via regular calls, feedback and monitoring.

PSDr Software Tool Analysis: PSDr is an internal HP Tool known as Product Support Driver. It helps diagnose customers symptoms, provide resolution and guide to the correct diagnosis path, capture log files.

• The tool fixes basic issues like connectivity, basic driver issues, Windows services related issues, if unable to fix would guide to the correct path.
• It will also capture basic details like customers products used, OS used, Network information, Connectivity, Driver version used.
• My role was to capture PSDr data, study and analyze the data. Create reports with various views and comparisons to understand how Product behaves in various Environment.
• Later would collaborate with the R&D team on a weekly basis and provide inputs on the same.
• Based on the inputs product and software enhancements were done in co-ordination with Microsoft to understand product behavior on Windows platform.

• Technical Support Engineer Level 2 –Supervisor Role Roles and Responsibilities: Monitoring and analyzing cases of the front level engineers (FLE)
• Reviewing the cases and authorizing the part replacement, services and exceptions for the customers.
• Handling customer escalations and providing exceptions.
• Generating daily reports like open cases, number of cases handled on the daily basis.
• Performing hardware replacement call backs.
• Performing Technical Escalated call backs and assisting the customer to resolve the issue.
• Conducting Training for the New Hires.
• Case Auditing and Process check.

Roles and Responsibilities

• Expertise in providing Technical resolution on all hardware and system related software issues for Computers (Windows as well as MAC) and Printers
• Skilled in Voice as well as Email Support
• Improvement suggestions for Technical Documents and Knowledge Base based on Call and Email Experience.
• Performing Technical Escalated call backs and assisting the customer to resolve the issue.
• Was awarded for best Total Problem Resolution and Customer Experience on various occasions.