MAHESH BN
Service Delivery Lead
Bangalore
Summary
To work in an environment that would enable me to utilize my knowledge, commitment and hard work and provide an ambiance to sharpen my skill sets. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
8
8
years of post-secondary education
Work History
Contract Management Officer
HP India Sales Pvt Ltd
Bangalore
1 2020 - 5 2024
- Manages post-sales order management (e.g., specialized product builds, performance reports, data analysis); handles a limited number of highly complex customer accounts
- Coordinates non-exempt and Entry level team members by providing project management (e.g., coordinates day-to-day activities), mentoring, and coaching
- Manages open order (backlog) report issues resolution and reaches out to supply chain or factory to determine source of delay; communicates status and escalates issues as necessary
- Ensures resolution of order management issues for all product lines using specialized subject matter knowledge and analysis; serves as a subject matter expert to other departments on sales data management topics
- Reviews and analyzes reports detailing performance indicators, sales trends, and other sales data-related analysis, providing recommendations as appropriate
- Generate and share invoices to customer for HP Printer services utilized on monthly basis
- Prepare and share monthly utilization report to HP customers for all the HP devices deployed at customer site
- Which includes usages, base charges, PO utilization.
Contract Management Officer
MAGNA INFOTECH ( Division of QUESS CORP)
01.2019 - 01.2020
- Manages post-sales order management (e.g., specialized product builds, performance reports, data analysis); handles a limited number of highly complex customer accounts
- Coordinates non-exempt and Entry level team members by providing project management (e.g., coordinates day-to-day activities), mentoring, and coaching
- Manages open order (backlog) report issues resolution and reaches out to supply chain or factory to determine source of delay; communicates status and escalates issues as necessary
- Ensures resolution of order management issues for all product lines using specialized subject matter knowledge and analysis; serves as a subject matter expert to other departments on sales data management topics
- Reviews and analyzes reports detailing performance indicators, sales trends, and other sales data-related analysis, providing recommendations as appropriate
- Generate and share invoices to customer for HP Printer services utilized on monthly basis
- Prepare and share monthly utilization report to HP customers for all the HP devices deployed at customer site
- Which includes usages, base charges, PO utilization.
Senior Project Consultant - PMO
DYNAMIC PLACEMENTS & INTERIORS (DPI)
01.2017 - 10.2018
- Contracted to work with HP Inc
- Business Unit: Managed Print Services
- Place orders, arrange installations upon delivery and manage consumables supply
- Prepare CHANGE ORDERS and other supporting documents based on customer requests
- SPOC for clients regarding MPS services and products
- Action and record customer updates, inquiries and escalations (via email and phone queue)
- Liaise with the Project Manager (PM) and Account Delivery Managers (ADM) to align day to day responsibilities with that of the business
- Service Level Agreement (SLA) reporting and Invoicing
- Ad hoc reporting
- Maintain and update the asset list and HP Internal systems with new order and shipment details
- Ensure installations are occurring as per schedule to meet the customer and HP SLA's
- Escalate any issues to the ADM and PM
- Assist ADM on their ongoing projects and liaise with the client until deployment
- Assist ADM with their audit queries
- Other tasks as directed by ADM and PM.
Case Manager - Customer Relations Team
Hewlett Packard
07.2014 - 02.2016
- Business Unit: HP India Sales PVT LTD, Bangalore
- Handling escalation faced by HP Customers (end users, dealers and service providers)
- Trained to exercise independent judgment to resolve and de-escalate issues within HP boundaries
- Point of contact for action Commercial printer, Commercial desktop and Commercial Laptop related cases (consumer, commercial and enterprise)
- Liaise with Account Delivery Manager, tech support and support teams to resolve the complaint cases
- Able to order units for commercial accounts and handle escalations when shipment TAT is too long
- Handhold customers till the reported concern is completely resolved to customer satisfaction
- Handle escalations received through social media or CEO's office
- Engage onsite technicians and second level (2LS) support on complex issues
- Engage India country team, product specialist and legal team to handle Large Format/Design jet printing situations
- Evaluate situations and modify advisories and disclaimers to be presented to customers to answer from senior management's office
- Attend tech/RCA calls with India country team to provide insights from a CRT perspective.
Technical Solutions Consultant
Hewlett Packard
12.2006 - 06.2014
- Provide supervisor support for Desktop, Laptop and Printer product line support
- Handle calls from partner's site and provide second level technical support for the customers
- Provide technical solutions for the level 1 technicians
- Handle hardware related calls from all the three product lines
- Validate and replace hardware parts when required.
Education
Bachelor's in engineering -
SCT Institute of Technology
01.2000 - 04.2004
Pre-University College - undefined
Seshadripuram Pre University college, Bangalore
01.1998 - 04.2000
SSLC - undefined
Seshadripuram Boys High School, Bangalore
01.1997 - 04.1998
Skills
MS Office (Word, Excel, Power Point)
Customer Satisfaction
Customer Engagement
Client Relationship Management
Service Level Agreement Management
SAP
Invoicing / Billing
Multitasking Abilities
Problem-solving abilities
Teamwork and Collaboration
Contract Management and Review
Accomplishments
- Was a part of Onsite TIGER TEAM to Philippines to support and mentor the IPG 5M MAC core ops team in STREAM MALL OF ASIA, Manila.2013
- Was a part of Onsite TIGER TEAM to Philippines to support and mentor the IPG 5M core opsteam in SITEL Manila. 2011
Personal Information
- Father's Name: Narayan K T
- Date of Birth: 09/11/82
- Nationality: Indian
Languages
English
Hindi
Kannada
Timeline
Contract Management Officer
MAGNA INFOTECH ( Division of QUESS CORP)
01.2019 - 01.2020
Senior Project Consultant - PMO
DYNAMIC PLACEMENTS & INTERIORS (DPI)
01.2017 - 10.2018
Case Manager - Customer Relations Team
Hewlett Packard
07.2014 - 02.2016
Technical Solutions Consultant
Hewlett Packard
12.2006 - 06.2014
Bachelor's in engineering -
SCT Institute of Technology
01.2000 - 04.2004
Pre-University College - undefined
Seshadripuram Pre University college, Bangalore
01.1998 - 04.2000
SSLC - undefined
Seshadripuram Boys High School, Bangalore
01.1997 - 04.1998
Contract Management Officer
HP India Sales Pvt Ltd
1 2020 - 5 2024