Saniya Haseeb

· Handling proactive services and technical advocacy for 23 accounts across UK&I (Assigned TAM for KPMG, Accenture, Lloyds Banking Group, Royal bank of Scotland, Experian to name a few).

· Work Closely with the customers to provide specific technical advice to implement and/or recommend changes to their IT environment.

· Act as a partner with the customers and possess an in-depth understanding of the customer environments at both technical and operational level.

· Partner with various engineering teams (Networking, Storage, Servers) to ensure resolution as needed in an event of customer satisfaction issue.

· Conduct monthly, quarterly, and yearly service review meetings to provide statistical analysis of issues resolved and constant effort by the team to provide in time resolution on unknown issues.

· Provide proactive services like firmware and driver analysis, operating system patch analysis, Network firmware and software analysis, storage firmware and software analysis etc

· Escalation point of contact for the customer, contributing to faster resolutions by collaborating with internal engineering teams.

· Overseeing weekly and monthly call goals and working closely with support teams for faster resolution.

· Facilitate issue resolution for a broad spectrum of HPE Products like HPE Aruba, Synergy, Simplivity, Integrity, 3PAR, ProLiant, Non-Stop Servers etc to name a few. Foundational(basic) level knowledge across all key technologies.

· Analyse trends and make customer solution-oriented recommendations and have cross functional awareness to take decisions to enhance customer support experience.

· Work closely with accounts and sales team to enhance business opportunities and build a long-lasting relationship to create customers for Life.

· Training and working with a team of 30 professionals to help them improve their customer handling skills and increase total customer satisfaction.

· Handling Escalated cases of engineers offering customer support to accounts with most critical portfolios and contracts.

· Working directly with customers to ensure customer satisfaction and work on feedbacks provided by them.

· Administrating customer service process and monitoring activities of the cases logged on day to day basis.

· Conducting periodic internal review meetings to statistically analyse team metrics and provide feedback for future changes and improvement.

· Implementing best practices with team members to continuously improve the quality, effectiveness, and efficiency of support provided to the customers.

· Escalated cases are handled and recovered in a timely manner to retain customer and secure future business development opportunities.

· strategize customer bonding skills and a gateway to enhance new business opportunities with existing customers.

· Researching and identifying solutions to software and hardware issues by extensive troubleshooting.

· Assisting the customers in resolving targeted questions to quickly understand the root of the problem with end to end remote troubleshooting on HPE ProLiant ML, DL, SL, BL and Apollo Servers.

· Assisting clients on mass firmware deployment through HPE Smart Update Manager and Installation of various Operating systems using assisted or manual installation method.

· Simulating reported customer complex issues in lab on unknown issues.

· Escalating unresolved issues and working with internal teams such as Level 2 and Developers.

· Providing prompt and accurate technical information to the customers by referring internal and external resources.

· Following up with the clients to ensure the IT systems are functional post-troubleshooting.

· Preparing timely reports and documenting technical knowledge in the form of notes and manuals.

· Experienced in handling critical production down situations and multitasking to get faster resolutions.

· Awarded with several appreciations due to timely follow ups and complete customer satisfaction.