G Zubair Ahmed

• General management of a number of VMware’s existing technical support teams, including hiring, management, and professional development of support engineering staff
• Develop and implement practices that measure the effectiveness and performance of the Technical Support Function
• Innovate, Design, develop, and implement processes, systems, and technology to support and enhance the technical support function, including workflow, incident management, and telephony
• Work with VMware’s sales teams to establish requirements for enhancement of existing support programs and/or establishment of new one
• Work with VMware’s engineering team to implement formal feedback mechanisms for incidents, causes, and resolutions
• Establishes and implements short- and long-range organizational goals, objectives, strategic plans, policies, and operating procedures
• Monitor and evaluate programmatic and operational effectiveness, and effects changes required for improvement

• Maximized performance by monitoring daily activities and mentoring team members.
• Onboarded new employees with training and new hire documentation.
• Developed and maintained relationships with customers and suppliers through account development.
• Cross-trained existing employees to maximize team agility and performance.

Driving Regular meetings and business updates with Key Stake holder and partners

· Regular Review with all the business enabling functions to ensure smooth operations

· Manage front-line operations to ensure friendly and efficient after sales service to VMware customer for VMware products.

· SLA Management.

· Operations Management

· Single Point of Contact for all the Business and Customer Escalation and management of the same.

· Performance Management

· One-on-One meetings and Career Planning for employees

· Performance Appraisal for all the direct reported employees

· Driving Regular meetings and business updates with Key Stake holder and partners

· Regular Review with all the business enabling functions to ensure smooth operations

· Manage front-line operations to ensure friendly and efficient after sales service to hp customer for hp products.

• Managed schedules, accepted time off requests and found coverage for short shifts.
• Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
• Coached team members in techniques necessary to complete job tasks.
• Worked different stations to provide optimal coverage and meet production goals.

• Served as primary point of contact for support relating to owned solutions and products.
• Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.

• Providing the resolution at first instant
• Being aware of the products and process updates.
• Supporting the commercial high end HP LaserJet Printers
• Providing solutions for Network issues for the Printers and Desktops
• Ensure a positive CSAT with faster resolution times

• To handle American Customers with their Queries on AT & T Long distance bills
• TO up sell AT & T Long Distance phone connections
• To explain tariffs and sort out billing differences.
• To sell AT & T Broad band services
• To conduct sessions related to Processes.
• To train new joiners on the processes
• To drive metrices within the team, especially in Sales.
• To provide Floor support and handle escalations.