Mohamed Dastagir
Bangalore
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
3
3
years of professional experience
Work History
Technical Support Manager
Citrix Systems
2023.05 - Current
- Lead, organize and motivate teams to ensure that the highest possible quality of service is provided to customers in resolving technical issues
- Manage key metrics which measure the effectiveness of the organization in meeting key goals such as CSAT, NPS, Customer Loyalty, and productivity
- Documents cases, recommendations, and resolutions(TTR, TTC, CSAT, Case Closures) clearly in the CRM system take ownership of hot and/or more political cases escalated from less senior engineers
- Responsible for providing technical assistance on Citrix products to customers of medium to large size, scope, and/or political complexity - via phone, email, and/or remote access
- Partner closely with the regional Customer Success organization to ensure POC's, Key Strategic Customers, and Sales driven escalations are handled with a high priority
- Monitors technical support situations for senior customer critical accounts to ensure all aspects of technical support are on track to resolve the issue
- Identifies team and individual training needs and help implement these training initiatives
- Provides assistance for several types of requests: Product issues, Troubleshooting, Break-fix requests
- Performs advanced problem analysis and isolates problems of moderate to high complexity, with little instruction from team leads and/or management
- Participates in and manages recruitment to acquire the best available talent
- Achieves and maintains targeted call statistics such as number of calls answered, number of cases closed or issues resolved, along with other established goals
- Initiates and facilitates discussions with clients and relevant resolution stakeholders on critical issues
- Ensures timely, professional and effective communication with the client and internal teams from both a technical and management perspective
- Mentors and coaches Technical Support Engineers by conducting regular one on one and Team meetings, soft skills, case management, technical skills, etc
- Monitor coverage of incoming jobs and ensures manpower is available to process those jobs.
- Enhanced customer satisfaction by addressing technical issues and providing timely resolutions.
- Streamlined support processes for improved efficiency and faster response times.
Project Manager- Paloalto Networks
CSS Corp Pvt. Ltd.
2022.05 - 2023.05
- Ensured compliance with predetermined contract terms, handled invoicing to assigned customers by identifying up-and cross-selling opportunities, handled customer inquiries and issues in TAT
- Revitalized the company and renewed the business model and strategy to build more responsive and market-oriented organization; development of management model/plans/internal controls and continuous improvement of metrics, SOPs, KPIs, SLAs and performance management to take business to next level
- Led a team of 17 TAC engineers and 2 TL ; managed work schedules, time sheets, forms and operational KPIs
- Drove customer satisfaction, engaged with customer to address any dissatisfaction, and drive correction actions
- Drove and co-ordinate among technical resources for faster restoration of services and Root cause analysis during critical outages
- Assisted clients in implementation of services and efficient planning of projects
- Managed and monitored customer service delivery and ensure compliance with Service Level Agreements (SLAs)
- Created new businesses and report on project performance
- Built team of customer-focused engineers with strong technical capabilities
- Mentor and coached technical support engineers and unlock their potential talents
- Recruited quality future employees by Interviewing, recruiting, coaching, training, motivating, disciplining, performance appraisal, conflict resolution and managing company policies and initiatives
- Closely monitored progress of critical cases and activities to ensure successful completion
- Continuous analysis and improvement of existing support processes to improve resolution time and customer satisfaction
- Provided overall leadership and management to achieve strategies and operational business plans to achieve business and financial goals with across-functional team
- Collaboration with core activities to increase company's footprint, increase market share and increase sustainable turnover
- Acted as escalation point and collaborating with other functions to resolve operational issues to support customer/partner requirements.
Technical Support Manager
iOPEX Technologies
2021.02 - 2022.04
- Led Palo Alto Networks TAC Network Engineers along with EMEA operations at partner site with 18+ employees who deliver quality services to Palo Alto Networks Customers
- Established working relationship with Palo Alto Partner technical managers and service managers
- Well versed with TAC environment, handled critical events
- Ensured adherence to committed quality, accuracy & turnaround of processes, render service within agreed SLA's and timeliness
- Coordinated among multiple stakeholders in a client environment to gain consensus on prioritizing goals
- Resolved escalation cases & presented it to the management
- Implemented policies and standard operating procedures for continuous improvement, reducing TAT
- Managed multiple functions including KPIs, Service Level Agreement (SLA) management, Volume Management, Team Utilization, C-SAT (Customer Satisfaction), Capacity Planning, Attrition Rate and RCAs (Root Cause Analysis), Staffing and Forecasting, Time -unit review and training needs.
Education
B.Com. -
Dr. C V Raman University
04.
Diploma in System Information Management -
APTECH, Bangalore
Skills
- Problem resolution skills
- Staff Training
- Customer de-escalation
- Team building
- Communication Skills
- Analytical Skills
- Leadership Skills
- Team Management
- Decision Making Skills
- Operational Excellence
- Interpersonal Skills
- Managing service level agreements
- Vendor Relations
- Escalation management
Languages
Hindi
English
Kannada
Urdu
Areas Of Excellence
- Strategic Business Planning & Excellence
- Enterprise Support
- Operations Management
- Executive Visibility
- Stakeholder Engagement
- Business Requirements
- Incident Management
- Ticket System
- Customer Request Management
- Escalations Management
- KPI/ SLA Management
- Transition Management
- Root Cause Analysis
- Continuous Process Excellence
- Contacting Support
- Case Lifecycle and Escalation
Trainings Certificates
- Networking Certificate
- Certified Six Sigma Green Belt
- Lean Six Sigma Yellow Belt certified
- Leadership Skills
- Lean Six Sigma White Belt certified
- Accelerating Performance
- Managers Tool Kit
- QMS (Quality Management System)
- Information and Security
- Time Management
Profile Synopsis
A Business Leader with more than 16 years of experience in the IT / ITES sector preferably from Product/Services/Technology enterprise support background with expertise in networking domain and project management. Outstanding track record of success in driving improvements in business operations to deliver profitable growth and a consistent track record of exceeding goals in performance metrics while leading domestic and global teams in the manufacturing and service industries. Intelligent and resourceful Technical Support Manager, adept at analysis, evaluation, and bug resolution. Proven ability to handle customer issues quickly and discreetly while nurturing positive relationships and increasing customer retention rates. Successful in managing diversified technical management & operations supporting Enterprise Clients / Global users on sophisticated technology products/services.
Growth Path
- Gallagher Service Center, Bengaluru, Karnataka, 02/2014, 08/2019, Team Leader (Customer Service)
- Mphasis (An HP Company), Bengaluru, 03/2019, 06/2013, Team Leader (Customer Service)
- Dell International Services, Bengaluru, Karnataka, 10/2006, 03/2009, Technical Support Expert
Personal Information
Date of Birth: 11/05/78
Timeline
Technical Support Manager
Citrix Systems
2023.05 - Current
Project Manager- Paloalto Networks
CSS Corp Pvt. Ltd.
2022.05 - 2023.05
Technical Support Manager
iOPEX Technologies
2021.02 - 2022.04
B.Com. -
Dr. C V Raman University
Diploma in System Information Management -
APTECH, Bangalore
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