Shah Quadri

Dedicated Technical Support Manager with over 16 years of hands-on experience in managing Hewlett Packard Enterprise (HPE) Servers and Storage Systems. Known for a proven track record in elevating customer satisfaction levels, optimizing support operations, and driving operational excellence. Skilled in customer handling, escalation management, metric improvement, and operations enhancement, consistently aiming for high Total Customer Experience rankings and the successful turnaround of underperforming operations.

• Received appreciation from Centre Director and HPE CSC Vice president.
• Won HPE Silver and Platinum awards for outstanding performance.
• Recognized by HPE CSCB Director for excellence.
• Part of Innovation committee driving key wins and initiatives.

• Worked with different stakeholders within the organization and Salesforce teams to design and develop a Virtual Agent portal to reduce dependency and automate technical resolutions.
• Developed end-user documents and articles for Virtual Agent usage and published them across different teams.
• Led initiatives such as HWTAT (Hardware Turnaround Time SLA), made sure TAT is met and maintained for all tickets and contracts.
• Resolved tickets on real-time service level agreement without taking additional time to fix issues.
• TCE: Successfully met the TCE targets each of the Quarters. Gained the CSAT target from 60% to 92% yearly and maintained it.
• One LEAD program where the team is required to pitch in for Upselling HPE support contracts, trade EOSL products with the new SAN products. Achieved more than $300 millions across FY’22 and 23.