Shah Quadri
Neman
Bangalore
Summary
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.
Overview
9
9
years of professional experience
4
4
Certifications
Work History
Technical Support Manager
HPE Company
03.2021 - Current
- Lead efforts to recruit, train, and supervise 25+ Technical Support Agents, fostering environment of top performance and high client satisfaction
- Conducted team meetings, present weekly/monthly dashboards, and provide technical analysis to team members and clients
- Handled escalations, coordinate with account managers, and collaborate with L2/L3 engineers to ensure timely solutions
- Worked with change request and release management teams, participate in UAT, and drive firmware/software upgrade activities.
- Established robust knowledge base, reducing resolution time and increasing first-call resolution rates
- Tracked KPIs and created continuous improvement plans
- Supported new product launches through seamless integration of new technologies into existing support frameworks
- Analyzed support trends to identify opportunities for product enhancements or additional training resources
- Established robust knowledge base, reducing resolution time and increasing first-call resolution rates
Senior Team Lead
HPE Company
04.2015 - 03.2021
- Handled critical issues and technical escalations, providing timely and effective resolutions
- Offered technical assistance to engineers on various aspects including performance optimization, remote configuration, and replication-related issues across a range of products
- Scheduled and executed remote firmware/software upgrade activities with customers as required, ensuring minimal disruption to operations
- Collaborated with Knowledge Management team to develop, maintain, and publish end-user technical documentation for multiple HPE products
- Authored technical articles and guides for multiple HPE Storage products, enhancing knowledge base and facilitating troubleshooting processes
- Conducted internal training sessions on system enhancements for various departments and mentored newly hired resources.
Education
Skills
Remote Support
Process Improvement
Problem-Solving
Customer Support Management
Incident Management
Scheduling
Training and mentoring
Operations Management
Salesforce proficiency
Omni Channel Management
Project Management
Escalation Management
Certification
Prince2 Foundations & Practitioner
Selected Achievements
- 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.
Projects Owned
- 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.
Timeline
Technical Support Manager
HPE Company
03.2021 - Current
Senior Team Lead
HPE Company
04.2015 - 03.2021