Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Nehal Gupta

Nehal Gupta

Bengaluru

Summary

Delivery Manager with 13+ years of experience in the IT industry . Advocate of CX Services and its Support with Customer Experience at its heart. Expert in managing HTEC accounts, operations, escalations, and stakeholders with a commitment to creating an environment that is conducive to achieving increased customer satisfaction.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Leader, Customer Delivery

Cisco
11.2022 - Current
  • Manage direct reports of Network Consulting Engineers ensuring successful delivery of services and customer satisfaction under Collaboration Portfolio of Professional Services.
  • Strategically integrated internal utilization tools to digitize the staffing process, achieving 100% adoption.
  • Drive business with vendors like TCS, LTIMindree, HCL, Wipro, Infosys, TechM on Operations, Invoicing, PO & renewals.
  • Manage EMEAR region projects as a Delivery Manager such as VIL, Credit Suisse, Shell, Qatar Armed Forces, etc ensuring governance of components of defined strategy, and delivery readiness of the offers.
  • Run successful interlock between Lisbon-Krakow-Bangalore as a CX Center to highlight availability and discuss possible ways of conducting opportunities to drive and increase business and cross-skill resources.
  • Manage Collab TG’s operation in Professional Services.Run metrics related to resources pipeline, headcount,availability, utilization and allocation. Govern achievement of utilization target through weekly run down of data and metrics with TG leadership team, projecting growth and challenges in the HC pipeline.
  • Run EMEA QBR with Theater Leadership Team, projecting business numbers achieved over the quarter, Operations, COGS, key highlights, challenges and asks.
  • Manage Apprentices, Interns and EIG's for on-boarding, training and project insertion.
  • Established service level agreements (SLAs) and key performance indicators (KPIs) that ensured the consistent delivery of high-quality services to customers.
  • Staff APJC, EMEAR and AMERICA projects understanding Utilization Allocation, and Availability of the resources.
  • Developed a dashboard to track and monitor the number of projects the team handles by region, technology etc. basis that helped increased the business pipeline by 10%.
  • Collaborate with cross-functional teams to identify and resolve service delivery issues, resulting in improved customer experience.
  • Cisco-certified Interview Specialist as a Hiring Manager. Known for hiring the most diverse talents in the team.
  • Lead CSR activities for entire Collab TG by conducting minimum 2 CSR per quarter.

Incident Manager

Cisco
11.2021 - 11.2022
  • As an Incident Manager, managed escalations of those accounts that did not have HTOMs.
  • Developed highly effective incident response team and trained extensively in preparation for possible events.
  • Assessed incident priority based upon impact to business and escalated issues as necessary.
  • Liaised with other departments to minimize network interruptions and possible downtimes.
  • Did a dual role of HTOM where I handled India and US accounts like, Accenture, Adobe, Aptive, Baxter Healthcare, BSE, and HCA Healthcare, delivering Expert Care services to Cisco Customers
  • Coordinated and managed the response of third-party vendors, resulting in faster resolution of customer issues
  • Collaborated with operations teams to develop and execute customer change management, resulting in seamless handover and quicker resolution times
  • Provides support and built strong relationships with the customer's operational teams.

Technical Consulting Engineer

Cisco
06.2017 - 11.2021
  • Provided technical support to customers over the phone and via email, resulting in a 100% customer satisfaction rate.
  • Provided technical support for end-users and resolved escalated technical issues on the Cisco WSA server on HTTPS/HTTP protocol.
  • Collaborated with cross-functional teams to identify and resolve technical problems, resulting in improved operational efficiency.
  • Utilized advanced diagnostic tools to diagnose and rectify technical issues, resulting in a 100% increase in solutions for faulty WSA servers.
  • Demonstrated strong problem-solving skills by identifying and resolving complex technical issues
    Improved the readability of technical documents for a non-technical audience, resulting in a 75% increase in user engagement.
  • Created and maintained detailed technical documentation for network hardware and software, allowing for quick resolution of technical issues
    Provided training to new joiners and interns.

Member of Technical Staff

Mojo Networks
08.2016 - 04.2017
  • Part of the Planning, Implementation and Operations team for client Reliance Jio.
  • Assisted Jio NOC support as a NOC engineer on WIFI and AP issues.
  • Assisted APJC customer in resolving their technical issues on AirTight AP's(now acquired by Arista).

Associate Network Engineer

Aricent Technologies
08.2014 - 07.2016
  • As a Partner Resource for Cisco, monitored network performance and identified possible threats using network analysis tools Used packet sniffers to analyze network traffic and diagnose and resolve network issues.
  • Developed and implemented a comprehensive network monitoring system that improved network visibility and reliability.
  • Performed network troubleshooting to identify and resolve network-related issues on Cisco Security ISE server using TACACS+ and RADIUS Protocols.
  • Trained trainees on Cisco products and technologies.

Trainee

Aricent Technologies
08.2013 - 08.2014
  • As a Partner Resource for Cisco, Underwent training on Cisco Security products like, ISE, ACS 4.x & ACS 5.x.
  • Learned various technologies/protocols like, VPN, Firewall, TACACS, RADIUS.
  • Shadowed Network Engineers to successfully able to single-handedly work on customer tickets and resolve technical issues on email and phone calls.
  • Appointed as Bin Manager to distribute cases as per engineers' skill set.

Customer Service Executive - Operations

HCL BSERV
09.2011 - 03.2012
  • Troubleshooting of BT router, PSN and broad bands.
  • To receive faults and inquiries from BT customers and to log, diagnose, resolve, progress, chase, escalate, update and give feedback on these and any other customer service-related issues.
  • Meeting the SLA for any order placed for new-line and ensuring the customer is updated with every action taken.
  • Provided first-line technical troubleshooting with Broadband users and ensuring fault is raised if found.

Education

Bachelor of Technology - Information Technology

VIT
Greater Noida, India
06.2012

Skills

  • Customer Experience
  • Operations Management
  • Escalation Management
  • Change Management
  • Stakeholder Management
  • Delivery Management
  • Program/Project Management
  • Problem Management
  • JIRA
  • Microsoft Office

Certification

PMP - 08/2023
ITIL Digital IT & Strategy - 05/2024

ITIL V4 Foundation - 05/2024

Six Sigma Green Belt - 04/2022

ITIL V3 Foundation - 05/2016

CCNA R&S - 07/2021


Timeline

Leader, Customer Delivery

Cisco
11.2022 - Current

Incident Manager

Cisco
11.2021 - 11.2022

Technical Consulting Engineer

Cisco
06.2017 - 11.2021

Member of Technical Staff

Mojo Networks
08.2016 - 04.2017

Associate Network Engineer

Aricent Technologies
08.2014 - 07.2016

Trainee

Aricent Technologies
08.2013 - 08.2014

Customer Service Executive - Operations

HCL BSERV
09.2011 - 03.2012

Bachelor of Technology - Information Technology

VIT

Similar Profiles

CREATE PROFILE
Nehal Gupta