Manager - PMO (Global)

• Mar 2021 - Present

Assistant Manager - Tech Support & Implementation

• Jul 2018 - Feb 2021

• Took lead in transforming the existing tech support department into a structured, customer-centric and lean department by redefining the process (Based on COPC guidelines), bringing in new CRM, Telephony and Remote Support integration.• Managing the Training team responsible for providing internal and external trainings• Understanding the training needs of the customer, mapping out training plans and schedules, designing and developing training programs.• Maintains & updates curriculum database and training records as well as introduced new training methods, like gamification. • Managing the PMO team that manages and tracks 20+ running projects globally• Working with a globally distributed team to achieve goals and objectives within different functions including Tech Support, Implementation, Customer Experience and PMO.• Overall management of customer experience feedback deployment, results harvesting, reporting and analysis for global projects.• Manages and track the day to day deliverables of the resources in the PMO, Customer Experience, Implementation and Training team.• Conducts and tracks UAT of new product or patch releases.• Acts as a bridge between Tech support, Dev and QA teams to track and resolve issues and bugs.• Configured and managed Asterisk based IP PBX systems, IVR, Sugar/Freshdesk based CRMs and project management/tracking using Redmine.• Periodic customer visits to strengthen the bond between Omnex and the customers. During the visits, collects feedback/suggestions and convert them into actionable insights for internal development/implementation to work on. • Identify new opportunities work with the global sales to convert them into potential leads.• Conducted periodic audit on tech support, implementation and data retention process.• Used and worked on tools to provide analysis on ISO 9001 standards, IATF standards, MSA, SPC, PPAP and APQP. Show less

Co-Founder & Director

• Mar 2017 - Mar 2018

Associate Manager - Training (Global)

• Aug 2011 - Jan 2017

• In charge of the overall management of the Training Department and the training deliverables across the account. • Expertise in delivering training for new hires and existing staff on technical topics (OS/Networking/Hardware), sales, and products. • Reviewed and conducted budgeting for training department which includes operating costs of the training room and the procurement of devices and materials. • Conduct periodic training need analysis (TNA) on assigned Line Of Business (LOB) to understand the training requirements. • Administered LMS based on Moodle and LCMS. • Project lead for Lean Six Sigma Yellow Belt project. • Member in multiple Six Sigma Green Belt projects. • Experienced in managing and updating SOP documents as part of Delivery Standardization audits for COPC. • Worked with a globally distributed team to achieve shared objectives. • Managed, coached, assessed and developed the trainers globally and coordinated their work. • Acted as a single point of contact for all client interactions and manages escalations; develop strong working relationships and communicated expectations internally and externally with assigned clients and vendor. • Created reports and dashboards to showcase the trend in performance and completion of deliverables. • Contribution in both client facing and internal initiatives and projects. • Monitored monthly SLA reports to identify possible trends in SLA “misses” and provide action plans if “misses” fall within guidelines. • Has been actively involved in planning and implementation of performance improvement Initiatives for under-performing/ non-performing associates. • Estimated costs of training operations and subsequently managed them in accordance with the budget to ensure maximum return on investments. • Liaising with process owners/ service delivery for the smooth running of projects. • Conducted web-based trainings and have travelled extensively to other locations as required to deliver training. Show less

Network Administrator

• Jul 2010 - Jun 2011

I was working with a group of professionals dedicated to gathering knowledge regarding Cisco networking devices. I was able to manage the networked devices and effectively maintain a stable networked environment which consisted of Cisco networking devices. I was able to get an exposure to the Cisco wireless controllers and access points. I was working with a group of professionals dedicated to gathering knowledge regarding Cisco networking devices. I was able to manage the networked devices and effectively maintain a stable networked environment which consisted of Cisco networking devices. I was able to get an exposure to the Cisco wireless controllers and access points.

Co-Founder

• May 2008 - Jun 2010

I was working with a group of optimistic and passionate team to bring changes in how institutions and offices were implementing wireless networks. We dealt with wireless network configuration and implementation on a large scale. We were also undertaking wholesale computer and laptop sales specifically for non profit organizations (Schools, colleges). I was working with a group of optimistic and passionate team to bring changes in how institutions and offices were implementing wireless networks. We dealt with wireless network configuration and implementation on a large scale. We were also undertaking wholesale computer and laptop sales specifically for non profit organizations (Schools, colleges).

Event Coordinator

• Aug 2007 - Jul 2008

Me and my team were given the task of setting up events in multiple locations with an expected outcome of spreading the brand name and advertising the goodwill of the company. We were able to efficiently host the event and manage the end to end activities which included entertainment shows, quiz, managing the crowd, working with the participants, designing advertisements, prize distribution.

Part Time Service Engineer

• Mar 2006 - Apr 2008

Had a passion for technology and resolving complex technical issues and moved up as a Service Engineer for Oxygen working closely with other team members in delivering a seamless experience for the customers. Took care of the complete delivery section of a customer cycle by fulfilling the technological needs and even onsite assignments. Proactively undertook implementation of new technologies and setting up devices in addition to the usual roles.

Part Time Sales Executive

• Jan 2004 - Feb 2006

I was welcomed in as a Sales Executive for Oxygen when it was at the beginning stages and was able to grow with the company. Started of as a Sales Executive and later moved into supervising roles for interns and other Sales Executives.

Part Time Sales Executive

• Mar 2003 - Jan 2004

I worked as a part time sales executive and specialized in selling computer peripherals and assembled PC's. This paved the foundation for the working knowledge I have with computer hardware and software. I worked as a part time sales executive and specialized in selling computer peripherals and assembled PC's. This paved the foundation for the working knowledge I have with computer hardware and software.