Waqas Ahmed

- People/Performance Management - Supervising and enhancing the performance of a team of Cloud Services Technical Advisors & Support
Engineers in the areas of customer satisfaction, technical expertise, collaboration and timeliness of support delivery.
- Business/Operation/Reviews - Drive a culture of accountability within the team maximizing team efficiency, and ensuring alignment with
SDMs and other Stake Holders to meet and exceed business scorecard targets.
- Team Readiness & Development - Identify and implement solutions / capabilities that increases TA's/SE's effectiveness and ensure career
development, succession and retention plans are in place for the team with a personal development plan for each individual tracked with
regular connects / 1:1s.
- Work Environment - Increase / maintain the health and collaboration of the workgroup and effectiveness as a People Manager.
- Resource Management - Lead and drive Headcount Planning/Hiring/Scheduling/Availability for Support Engineers.
- LOB Scorecard Co-Ownership - Attain team/group/cluster/regional KPI Goals by working closely with Suppliers, SDMs and Technical
Advisors by driving all the lead measures in the business and maintain business health.

• Experience in the industry with more than 3 years in technical support management and people management.
• Gained extensive expertise in developing metrics to measure the effectiveness of technical support within the organization.
• Acquired a complete view of the customers and developed both get-well and stay-well plans.
• Interface with the field, and service organizations and directly with the customer base on critical escalations and call resolution.
• Worked closely with our Technical Support Management team including the Sr. Managers of Technical Support, Director of Technical Support, and the VP of Global Support Services, Engineering and Product Marketing teams to ensure that we delivered overall superior service and support to our customers.
• Managed and developed the support teams, including hiring, professional development, and proactive project work.
• Demonstrated over 5 years of validated experience leading projects in technology services.
• Increased SLA and productivity by 20% in less than 6 weeks by overhauling the case assignment process.
• Managed end-to-end business operations & ensured success across key operating metrics.
• Developed and implemented practices that measure the effectiveness and performance of the Technical Support Function.
• Spearheaded weekly status meetings with clients and show overall progress and business health.
• Evaluated employee performance on monthly basis and coached and trained team members, increasing quality of work and employee motivation.
• Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.
• Influenced positive outcomes by coordinating and managing resolution pathways via cross functional teams.
• Demonstrated leadership skills to drive a team across diverse and disparate locations.

• Managed & developed a team of Tier3 level Support Engineers to deliver the highest level of customer satisfaction.
• Fabricated escalation metric designed to ensure a quality, timely customer experience.
• Mentoring, guidance, and education designed to improve advocate efficiencies.
• Assisted with the development of both internal and customer facing technical and process documentation.
• Overlooked team progress in training and development as well as technical coaching and mentoring.
• Interacted with customers on a regular basis to enhance customer experience.
• Drove and implemented changes to develop people and take accountability of daily issues that affect service delivery.

• Organized and detail-oriented with a strong work ethic.
• Represented Microsoft and communicate with corporate customers via telephone, written correspondence, or electronic service regarding technically complex escalated problems identified in Microsoft software products and managed relationships with those customers.
• Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer skill.
• Demonstrated highest level of customer service and negotiation skills to handle the situations.
• Receive escalated, technically complex mission critical or politically hot customer issues, and maintain ownership of issue until resolved completely.
• Observed highly complex level of escalated problems, involving broad, in-depth product knowledge or in-depth product specialty; may include support of additional product line.
• Collaborated directly with the Technical Leads from Microsoft.
• Cultivated interpersonal skills by building positive relationships with others.

• Provided primary customer support to internal and external customers.
• Answered constant flow of customer calls with minimal wait times.
• Responded to customer requests for products, services, and company information.
• Updated account information to maintain customer records.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Tracked customer service cases and updated service software with customer information.
• Utilized customer service software to manage interactions and track customer satisfaction.
• Participated in team meetings and training sessions to stay informed about product updates and changes.