Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Languages
Accomplishments
Timeline
Generic
Thameem Ansari

Thameem Ansari

Bengaluru,KA

Summary

Result-Oriented IT Infrastructure Leader with 14 years of experience in driving technology innovation and managing global support operations. Proven expertise in creating high-performance teams and fostering customer-centric cultures. Adept at strategic planning and capacity management, seeking to leverage technical and managerial skills in a dynamic leadership role.

Overview

14
14
years of professional experience
8
8
Certification

Work History

Manager,Technical Support Engineering

SalesForce
05.2023 - Current
  • Leading a team of Senior Technical support engineers,Principal Engineers and Tech Leads supporting Top-Tier Signature Customers of Mulesoft.
  • Acting as the Primary Regional Manager-Built and nurtured a high-performance team culture in global support operations
  • Led strategic initiatives like Case Quality Audits,Customer Pain points and Close-Loop Corrective Actions which has increased the Customer Experience - CSAT rate from 4.5 to 4.85
  • Implemented Effective Case review Mechanisms like Weekly Aged case review,Pro-active Escalation review and daily backlog review which has Significantly improved the Time to Resolve Metrics from 14 days to 8.5 days as an Average.
  • Maximised performance and SLA by monitoring daily activities through Work Force Management tools and mentoring team members.
  • Day-to-day operational management(Meeting the Defined KPI's like CSAT Scores,Time to Resolve,Escalation Management,SLA,Backlog Management)
  • Involving in Incident Managements, Strategic Planning,Migration projects, New Process implementations and process improvement ideas to bring efficiency and drive results
  • Function as a Liaison to Tech support team,Customer Success Management,Engineering team, Account Executives and the Senior Leadership group to address the business and Technical challenges and identifying areas to improve the quality of the business.

Technical Support Operations Manager

Movate Corporations
07.2022 - 05.2023
  • Leading and Managing a Team of Enterprise Tech support Engineers for Palo-Alto Enterprise Network Security Product.
  • Managing the Tech Support Project by implementing new ideas, Project Readiness and continuous Improvement plans.
  • Monitor the team performance & Conduct Regular team meets to share ideas, provide & get feedbacks to identify areas where process can be improved & made more efficient.
  • Taking Care of Defined KPI's which includes CSAT Scores, Service Level Agreement, Adherence,Warranty Cost and Backlog Management.
  • Mentoring a team of Tech Leads in Preparing and Publishing Knowledge Base Articles, L3 discussions, JIRA Ticket Creation etc.
  • Conduct Business reviews and discuss the Metrics,Strategies and other KPI's in Weekly, Monthly and Quarterly business Review Meetings with the Leadership team.
  • Managing Shift Rosters, Attendance Ratification, Performance Appraisal and Performance Improvement plans.
  • Effective part of Hiring process to identify the right talent and Define the training plan for The product and the process.
  • Act as a Primary point of Contact for complex and high level escalations to ensure Customer sentiments are not affected and to close loop and ensure quality resolution.

Enterprise Customer Support Manager

Dell Technologies
01.2015 - 07.2022
  • Co-ordinating complex Escalations from the customers and act as a bridge between customers and the support team.
  • Act as an Advocate for the customers and ensure that customer expectations are met as per the product requirement.
  • Leading the Complete business operations of Enterprise Tech support team for the US and EMEA region and manage the cross regional team members with shift rosters and schedules.
  • Conduct Continuous performance review with Development and engineering team to analyze the bugs reported and creating road maps for future firmware or hot fix releases.
  • Reduced Time and Effort by Automating the Manual Dispatch creation process which has increased the Depot repair service time from 14 days to 6 days.
  • Reduced the Repeat Dispatch Rate from 10% to 2% by having effective communication with the Repair-Depots,Supply chain group and logistics team in improving the quality of the repair and return Service.
  • Act as a Central Resource for all the stake holders to ensure that the product Quality is maintained in all the aspects including support and services.
  • Coordinate day-to-day actions of the support team to set and achieve concrete targets every quarter by reviewing operations performance metrics, setting new performance goals, defining process improvement opportunities, and mentoring operations team members in the execution of these activities.

System Development Specialist (Tech Lead)

ACS Xerox Corporation
08.2014 - 01.2015
  • Leading a team of 15 members working on Windows Active directory user provisioning project.
  • Mentoring the team technically on all technical issues reported by the users of Health care providers Federation of America.
  • Providing quick solutions and guidance to user provisioning team in all the activities related to active directory and windows server.
  • Technical Quality management and auditing of all the incidents, work orders and tickets raised for all the windows server related issues.
  • Planning and Implementing all new projects of the client related to windows server and Backup Technologies.

Senior Technical Support Engineer

Concentrix Technologies
02.2013 - 07.2014
  • Configuring and maintaining the Backup Exec environment of the clients using Symantec Backup Exec Product.
  • Mentoring the team in handling all the technical issues as a subject matter expert.
  • Conducting meeting with managers and L3 engineers on area of improvement of the product.
  • Configuring and Supporting Disaster Recovery of servers using Simplified Disaster Recovery and Intelligent Disaster Recovery.
  • Troubleshooting the issues related to SQL Database backup, Vmware V-sphere, HYPERV 2008 and 2012, MS Share Point and Exchange backup.

L2 Corporate Trainer (Cisco/Microsoft)

Mazenet Solutions
08.2011 - 02.2013
  • Provide high-level corporate training on Windows servers and Cisco for major companies Like CTS,Wipro,L&T including classroom training, train- the-trainers, video conferencing, Seminars.
  • Develop document-teaching procedures for a team of 10 technical trainers, encompassing instructional manuals, quick reference guides, and test results forms. Maintain documentation on intranet.
  • Train the company representatives on corporate and business guidelines, customer relationship management (CRM).
  • Conducted many workshops and seminars on different technologies in many engineering colleges about Networking and Cloud Technologies.

Education

B.E - ECE

Skills

  • Team management
  • Operations management
  • Escalation management
  • Project management
  • Product management
  • Conflict management
  • Mentorship and training
  • KPI management
  • Business strategy
  • Interviewing skills
  • Customer Success
  • Technical support management
  • Strong problem-solving and troubleshooting skills
  • Agile methodologies
  • Artificial intelligence
  • Capacity planning
  • Strategic planning
  • Complex Problem-solving

Certification

  • ITIL V4 Foundation
  • Coaching to be a Service Ready Manager from TSIA
  • Product Management Program from Henry Harvin Institute of Management
  • Certified AI associate from Salesforce
  • Vmware VCP-NV
  • Vmware VCP-DCV
  • MCSA
  • CCNA

Affiliations

  • Turf maintenance and cricket coach
  • Dietitian and fitness enthusiasts
  • Thriller and horror script writer

Languages

Tamil
First Language
English
Proficient (C2)
C2
Hindi
Intermediate (B1)
B1

Accomplishments

  • Business Leader 2024 Award
  • Change Champion Gold Award 2021
  • Top Performing Manager Award 2020 and 2019
  • Dell-VP Award 2018

Timeline

Manager,Technical Support Engineering

SalesForce
05.2023 - Current

Technical Support Operations Manager

Movate Corporations
07.2022 - 05.2023

Enterprise Customer Support Manager

Dell Technologies
01.2015 - 07.2022

System Development Specialist (Tech Lead)

ACS Xerox Corporation
08.2014 - 01.2015

Senior Technical Support Engineer

Concentrix Technologies
02.2013 - 07.2014

L2 Corporate Trainer (Cisco/Microsoft)

Mazenet Solutions
08.2011 - 02.2013

B.E - ECE

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