Kashif Ahmed
Bangalore
Summary
Seeking a challenging and exciting career in an organization, where exceptional technical and management skills will be applied to meet client's specific needs and enhance the reputation of the company.
Overall, 9+ years of experience in Networking domain. 6 years of experience working in HPE under varies roles like Managed Services Manager, Subject Matter Expert, Level 2 engineer. 2.2 years of experience working in Hinduja Global Solutions as Network Operations Engineer (NOC).
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Success Manager/Managed Services Manager
Hewlett Packard Enterprise
Bangalore
06.2017 - Current
- Successfully oversee and manage three critical accounts crucial to the organization's success, ensuring effective project delivery within specified timelines
- Act as the customers single IT management focal for service-related issues, technical escalations, and integration actions, guiding them through digital transformation initiatives.
- Provided guidance and support to customer service representatives.
- Developed strategies for improving customer service processes and procedures.
- Conducted regular staff training sessions on customer service policies and best practices.
- Gathered customer feedback and monitored satisfaction levels.
- Implemented systems for tracking customer issues and resolutions.
- Created reports detailing key performance metrics such as average response times and resolution rates.
- Analyzed data to identify trends in customer interactions.
- Maintained accurate records of all customer interactions using CRM software tools.
- Established relationships with customers through proactive communication initiatives.
- Generated ideas for enhancing the overall quality of customer service experience.
- Collaborated with other departments to ensure that customers' needs were being met.
- Coordinated with vendors to resolve any product or service-related issues quickly.
- Monitored team performance against established goals and objectives.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Monitored phone calls to provide feedback and coaching.
- Evaluated and authenticated returns, exchanges and voids.
- Conducted research and reviewed findings to solve customer issues.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Led team engagement to assist cross-functional departments and achieve goals.
- Conducted training and offered staff development opportunities to decrease process lags.
- Audited customer account information to identify issues and develop solutions.
- Explained benefits, features and recommendations to maximize client retention.
- Reviewed accounts for payments received or approved credit arrangements.
- Rolled out operational improvements and solutions to deliver top-notch customer service.
- Provided resolution of unusual billing by conducting research, reviewing findings and making recommendations.
- Coordinated with other departments to ensure timely resolution of customer inquiries.
- Analyzed performance metrics to identify trends and recommend process improvements.
- Established effective working relationships with customers to promote satisfaction and loyalty.
- Developed training programs for employees on best practices in customer service delivery.
- Conducted regular meetings with staff to review customer feedback and discuss strategies for improving service levels.
- Reviewed incoming requests from customers, assigned tasks accordingly, and tracked progress until completion.
- Created reports detailing key performance indicators such as call volume, first contact resolution rate, average handle time.
- Identified opportunities for process automation and cost reduction initiatives related to the services department operations.
- Collaborated with senior management on developing a long-term vision for the services department.
- Ensured compliance with applicable laws, regulations, policies and procedures related to the services department operations.
- Handled escalated complaints from customers regarding their experience with our services or products.
- Managed vendor relationships related to the services department operations.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Adhered to customer service standards to foster satisfaction and retention.
- Reviewed inventory levels and ordered supplies to keep products in stock.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Created employee work schedules to keep shifts properly staffed.
- Motivated and supported employees to maintain low turnover.
Subject Matter Expert (HPE)
- Provided on-floor support to L1/L2 engineers, addressing hardware, configuration, troubleshooting, and replacement queries
- Demonstrated expertise in Aruba Products, including Controllers, Switches, and Access Points
- Offered hardware technical assistance for internal and external business and end-user contacts
- Proficient in utilizing tools such as Aruba Airwave, Aruba Central, Aruba SD-WAN, and Aruba ClearPass for reliable network services
- Handled escalations and effectively resolved network-related issues through troubleshooting
- Delivered training on changes implemented, ensuring a smooth flow of operations
- Managing telephony SLAs, SLOs, and KPIs, achieving the highest level of customer satisfaction
- Managing headcount to meet business requirements, including hiring and collaboration with vendors
- Provide technical and process coaching to new hires, ensuring a skilled and efficient team
- Collaborate with MSMs, SDMs, and SMEs to set up new processes, improving workflow and reducing fault tolerance
- Creating reports and dashboards on various CRM tools to provide data to customers and support team operations
- Maintained high levels of customer satisfaction through effective telephony management and insights provision
- Successfully managed team headcount and collaborated with vendors for efficient recruitment processes
- Implemented process improvements that enhanced workflow and reduced fault tolerance
- Developed and maintained reports and dashboards to support customer data needs and team operations.
Network Operations Engineer (NOC)
Hinduja Global Solutions
- Provided technical support to customers of a US broadband company, Global Capacity
- Conducted network maintenance and performed system upgrades, including service packs, patches, hot fixes, and security configurations
- Delivered Level-1/2 support and troubleshooting to resolve issues, ensuring seamless operation of broadband services
- Provided remote support to on-site engineers and end-users/customers during installation processes
- Conducted remote troubleshooting on DSLAMS such as Diamond Craft (Nokia), Acemap (Samsung), Total Access 5K (Adtran)
- Possessed hands-on experience with switches like BPX (Broadband Packet Exchange), MGX (Multi-Service Switch-8850), SES (Service Expansion Slot)
- Demonstrated knowledge of Layer 3 devices including SEB Smart Edge BRAS (Broadband Remote Access Server), ASR (Aggregation Service Router), and OSR (Optical Switch Router).
Education
BCA (bachelor’s in computer applications) -
CMR Institute of Management Studies
01.2014
II PUC - PCMC -
Stracey Memorial Composite PU College
01.2011
SSLC -
St. Aloysius High School Bangalore
01.2008
Skills
- Customer Relationship Management
- Project Management
- Stakeholder Collaboration
- Risk Mitigation
- Process Optimization
- Strategic Guidance
- Service Delivery
- Problem Management
- Data Analysis
- Leadership and Team Coordination
- Incident Management
- Punctuality and Time Management
- Able to handle multiple tasks simultaneously
- Quick learner and work efficient
- Network Configuration and Installation
- Networking Protocols: TCP/IP, Routing, DNS, DHCP, SSH, VPN, HTTP, HTTPS, SMTP, FTP, GRE Tunnel, and IPsec Tunnel
- Networking Tools: Aruba Central, Airwave, ClearPass, Net Cloud
- CRM Tools: SFDC (Salesforce), ServiceNow
- OSI Layers
- Switching and Wireless networking
- Customer Account Management
- Stakeholder Management
- Strategic Communications
- Schedule Management
- Training and Mentoring
- Customer Service
- Report Analysis
Certification
- SD-WAN Silver Peak (SPSP) Certified
- CCNA Trained
- ITIL V3 & ITIL 4 Certified
- CAPM/PMP Trained
Accomplishments
- I've been able to develop a solid relationship with the client by offering outstanding help whenever necessary and was appreciated for the great work.
- Won multiple awards throughout the carrier.
- Won the Best Performer of the Year in 2021 & 2022.
- Implement proactive measures to drive efficiencies, optimize processes, and enhance overall performance, resulting in improved customer satisfaction.
- Ensure all project deliverables are met within specified timelines, identifying, and mitigating risks.
- Continuously optimize processes to drive efficiencies and improve overall performance.
- Act as a trusted advisor, not only resolving issues but guiding clients through digital transformation and long-term strategic initiatives.
- Provide insights on quality-of-service delivery, IT assets, and resources to achieve the highest level of customer satisfaction.
- Manage and deliver service-related queries, technical escalations, change requests, migrations, and tool integrations in accordance with client requirements.
- Lead weekly and monthly calls to present data to clients, ensuring compliance with SLAs/SLOs and other KPIs.
- Manage outage bridge calls and develop, update, and distribute Outage Communications and Action Plans, including Root Cause Analyses (RCA) to stakeholders.
- Collaborate with the Problem Management team to perform trend analysis on reported issues, taking proactive steps to prevent future incidents.
- Successfully completed and managed various complex projects, including store migrations, telephony business phone tools migration, CRM tool migration, and data centre changes.
- Possess a deep understanding of the complexities involved in large-scale technology projects, demonstrating strong leadership and coordination skills.
Hobbies and Interests
- Listening to music.
- Watching Movies.
- Hanging Out with Friends.
Timeline
Customer Success Manager/Managed Services Manager
Hewlett Packard Enterprise
06.2017 - Current
Subject Matter Expert (HPE)
Network Operations Engineer (NOC)
Hinduja Global Solutions
BCA (bachelor’s in computer applications) -
CMR Institute of Management Studies
II PUC - PCMC -
Stracey Memorial Composite PU College
SSLC -
St. Aloysius High School Bangalore
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