Work History

Dell Technologies - Technical Support Manager 1 (Projects)

Gurgaon, India

04/2021 - 03/2025

Spearheaded Agile transformation across teams, accelerating project delivery by 8% and boosting overall productivity, leading to improved client turnaround and satisfaction.

Introduced strategic process optimizations that cut project costs by 28% while maintaining high delivery standards, driving measurable operational efficiency.

Delivered multiple complex projects concurrently within scope, schedule, and budget, contributing to enhanced client satisfaction rates above 81% and generating higher repeat business.

Turned around underperforming teams in collaboration with Customer Commit Group by implementing a targeted performance elevation strategy, directly improving KPIs and morale.

Partnered with executive leadership to align delivery outcomes with organizational strategy, resulting in a 2% uplift in strategic goal attainment across key initiatives.

Led proactive risk management initiatives, including attrition mitigation and team engagement plans, reducing project delay potential and preserving timeline integrity.

Achieved departmental success by executing strategic plans underpinned by clear, data-driven performance metrics and cross-functional alignment.

Realized significant cost savings through lean resource allocation and improved process discipline, driving bottom-line impact.

Mentored junior staff and implemented structured development pathways, reducing turnover by 32% and cultivating high-performing delivery culture.

Revamped workflows by eliminating systemic inefficiencies, leading to faster delivery cycles and stronger team throughput.

Institutionalized agile best practices, reinforcing delivery cadence and improving output consistency across project lifecycles.

Developed and scaled a comprehensive rewards and recognition program that elevated employee engagement and morale, directly contributing to retention gains.

Prioritized workload distribution, enforced milestone tracking, and consistently delivered high-impact results within resource constraints.

Drove performance uplift through targeted coaching, feedback loops, and customized development plans that boosted individual and team capabilities.

Maintained client trust and resolved escalations swiftly by demonstrating professionalism and empathy in high-pressure interactions.

Designed and executed a recruitment and mentorship pipeline that enhanced talent quality and fostered long-term engagement.

Conducted performance assessments and built actionable improvement roadmaps that accelerated role readiness and accountability.

Cultivated a positive, growth-oriented work environment, resulting in stronger team cohesion and above-average retention outcomes.

Championed green delivery practices by embedding sustainability metrics into project execution, reducing environmental footprint.

Rolled out inclusive programs and robust dashboards that enhanced reporting quality and operational governance, advancing DEI and engagement goals.

Dell Technologies - Technical Support Supervisor

Gurgaon, India

08/2008 - 03/2021

· Led regular meetings with the team of 18 to discuss updates in technology trends, ensuring all members stayed current with industry developments.

· Collaborated with other departments for seamless integration of new products and services into existing support infrastructure.

· Managed escalated customer complaints, resulting in swift resolutions and strengthened client relationships.

· Analyzed technical support data to identify trends and common issues, proactively addressing

· Implemented performance metrics to monitor team productivity, identifying areas of improvement and implementing necessary changes

· Ramped up the OOP Commercial Business and set processes for commercial customers

· Devised strategies that allowed an increase in first-call resolution rates by empowering representatives with additional problem-solving.

· Monitored team performance and facilitated the necessary training programs to help maintain a high level of competence among support staff

· Mentored junior team members, providing guidance and support for their professional growth

· Evaluated staff performance regularly, providing constructive feedback aimed at continuous improvement in service delivery standards

Dell Technologies - Technical Support Coach

Gurgaon, India

04/2006 - 08/2008

· Analyzed metrics and trends to identify areas for improvement in the support process, leading to continuous enhancements in service delivery standards.

· Conducted regular performance reviews to help team members set goals and improve their skill sets.

· Streamlined support processes for quicker issue resolution and increased productivity.

· Implemented new knowledge management system, enabling more efficient access to information for the entire support team.

· Monitoring and providing feedback to a team of 18 on performance enhancement

· Championed adoption of new tools or methodologies among peers, accelerating efficiency gains through early adoption efforts

· Increased customer loyalty by consistently delivering exceptional support experiences

· Have received several Technical Support Coach of the month awards

IBM Daksh - Senior Technical Support Specialist

Gurgaon, India

07/2003 - 04/2006

· Supervised group comprising 30 tech support specialists.

· Conducted regular team workouts to devise period-specific strategic plans.

· Oversaw adherence to client expectations, leading effective team performance.

· Drove Performance Metric's to ensure that the team targets of Customer Satisfaction, Sales for Software components, Customer resolution, Real Time Adherence, Average Handle Time and Transfer Percentage are aligned to business goals

Sierra Techno Solutions Pvt. Ltd - Managing Partner

New Delhi, India

12/2000 - 06/2003

· Negotiated high-value contracts with clients, securing profitable partnerships for the company.

· Established and implemented business procedures and process improvements.

· Mentored junior staff members, resulting in a more cohesive team and increased overall
performance.

· Spearheaded successful client engagements resulting in repeat business and positive referrals
from satisfied clients.

· Collaborated with a team of Sales and Service engineers

· Handling various queries and complaints of our clientele

· Dealing with various vendors

Adline Systems - Manager - Operations

New Delhi, India

07/1997 - 12/2000

· Managed and motivated employees to be productive and engaged in work.

· Accomplished multiple tasks within established timeframes.

· Maintained professional, organized, and safe environment for employees and patrons.

· Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.

· Managed and motivated employees to be productive and engaged in work.

· Accomplished multiple tasks within established timeframes.

· Supervised regular maintenance works of systems, networks and peripherals

R A Telecom Pvt. Ltd - Senior Customer Sales & Service Executive

New Delhi, India

10/1994 - 07/1997

· In charge of a team of 5 Sales and support executives.

· Developing dealer network for Telecom products.
Supervising daily sales reports and information from sales team.

· Managed a diverse portfolio of accounts, ensuring personalized attention and tailored solutions for each client's needs.

· Handling Institutional Sales of the company.

Certifications

· Certified Associate in Project Management (CAPM)

· PRINCE2 Foundation

· Microsoft Certified: Azure AI Fundamentals

Skills

· Project Management Methodologies: Agile

· Collaborative Team Leadership

· Risk Management

· Process Improvement and Optimization

· Effective Stakeholder and Client Management

· Assessment of Performance Metrics

· Efficient Resource Allocation and Scheduling

· Change Management

· Effective and Collaborative Teamwork

· Quality Control Management

· Business Strategy Formulation

· Proficient Problem Solving