Siji Daniel
Manager, Db2 Client Success - IBM Data and AI at IBM Canada- Claim this Profile
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Bio
Laurent Pierre, Jr.
Siji Daniel is an extraordinary professional who is always pushing the boundaries of her skills and her abilities. When she worked as part of my Digital Transformation team, she was instrumental in driving change across the Data and AI support organization to increase customer and employee adoption of over 14 product forums. Siji worked tirelessly as a Change Agent with our global support teams and met her project deadlines on time. She partnered with the IBM Watson team to deploy a support agent tool with a unique corpus of data that was used to assist with rapid problem resolution for customer reported issues. She also led the organizations efforts and drove enablement across the support teams to migrate to Salesforce CRM from IBM's legacy mainframe CRM. She identified various support team feature enhancements to the Salesforce application, created user stories and partnered well with stakeholders across the company to ensure new features were implemented. In spite of encountering many obstacles, Siji was relentless in pushing the team across the finish line to deliver outstanding customer experiences with the new CRM implementation. Siji would be a tremendous to any organization and I fully recommend her based on my direct experience working with her for several years.
Mark Ryan
I have had the opportunity to work with Siji on a variety of projects over the last three years. Siji works diligently to ensure the end goal is accomplished and she is adept at aligning stakeholders to ensure everyone is pulling in the same direction.
Laurent Pierre, Jr.
Siji Daniel is an extraordinary professional who is always pushing the boundaries of her skills and her abilities. When she worked as part of my Digital Transformation team, she was instrumental in driving change across the Data and AI support organization to increase customer and employee adoption of over 14 product forums. Siji worked tirelessly as a Change Agent with our global support teams and met her project deadlines on time. She partnered with the IBM Watson team to deploy a support agent tool with a unique corpus of data that was used to assist with rapid problem resolution for customer reported issues. She also led the organizations efforts and drove enablement across the support teams to migrate to Salesforce CRM from IBM's legacy mainframe CRM. She identified various support team feature enhancements to the Salesforce application, created user stories and partnered well with stakeholders across the company to ensure new features were implemented. In spite of encountering many obstacles, Siji was relentless in pushing the team across the finish line to deliver outstanding customer experiences with the new CRM implementation. Siji would be a tremendous to any organization and I fully recommend her based on my direct experience working with her for several years.
Mark Ryan
I have had the opportunity to work with Siji on a variety of projects over the last three years. Siji works diligently to ensure the end goal is accomplished and she is adept at aligning stakeholders to ensure everyone is pulling in the same direction.
Laurent Pierre, Jr.
Siji Daniel is an extraordinary professional who is always pushing the boundaries of her skills and her abilities. When she worked as part of my Digital Transformation team, she was instrumental in driving change across the Data and AI support organization to increase customer and employee adoption of over 14 product forums. Siji worked tirelessly as a Change Agent with our global support teams and met her project deadlines on time. She partnered with the IBM Watson team to deploy a support agent tool with a unique corpus of data that was used to assist with rapid problem resolution for customer reported issues. She also led the organizations efforts and drove enablement across the support teams to migrate to Salesforce CRM from IBM's legacy mainframe CRM. She identified various support team feature enhancements to the Salesforce application, created user stories and partnered well with stakeholders across the company to ensure new features were implemented. In spite of encountering many obstacles, Siji was relentless in pushing the team across the finish line to deliver outstanding customer experiences with the new CRM implementation. Siji would be a tremendous to any organization and I fully recommend her based on my direct experience working with her for several years.
Mark Ryan
I have had the opportunity to work with Siji on a variety of projects over the last three years. Siji works diligently to ensure the end goal is accomplished and she is adept at aligning stakeholders to ensure everyone is pulling in the same direction.
Laurent Pierre, Jr.
Siji Daniel is an extraordinary professional who is always pushing the boundaries of her skills and her abilities. When she worked as part of my Digital Transformation team, she was instrumental in driving change across the Data and AI support organization to increase customer and employee adoption of over 14 product forums. Siji worked tirelessly as a Change Agent with our global support teams and met her project deadlines on time. She partnered with the IBM Watson team to deploy a support agent tool with a unique corpus of data that was used to assist with rapid problem resolution for customer reported issues. She also led the organizations efforts and drove enablement across the support teams to migrate to Salesforce CRM from IBM's legacy mainframe CRM. She identified various support team feature enhancements to the Salesforce application, created user stories and partnered well with stakeholders across the company to ensure new features were implemented. In spite of encountering many obstacles, Siji was relentless in pushing the team across the finish line to deliver outstanding customer experiences with the new CRM implementation. Siji would be a tremendous to any organization and I fully recommend her based on my direct experience working with her for several years.
Mark Ryan
I have had the opportunity to work with Siji on a variety of projects over the last three years. Siji works diligently to ensure the end goal is accomplished and she is adept at aligning stakeholders to ensure everyone is pulling in the same direction.
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Credentials
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Winning the Platform - Cloud Pak for Data
IBMApr, 2020- Sep, 2024 -
Enterprise Design Thinking Practitioner
IBMFeb, 2020- Sep, 2024 -
Call for Code 2018 - IBM Contributor
IBMOct, 2018- Sep, 2024 -
AWS Certified Cloud Practitioner
Amazon Web Services (AWS)Dec, 2022- Sep, 2024 -
Certified Scrum Master
Scrum AllianceMar, 2017- Sep, 2024 -
IBM Certified Database Administrator - DB2 9.7 for Linux, Unix and Windows
IBM
Experience
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IBM Canada
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Higher Education
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1 - 100 Employee
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Manager, Db2 Client Success - IBM Data and AI
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Mar 2021 - Present
People manager leading day-to-day support operations for Software support teams. Provides direction to support teams including: Interacting with support problem management tooling (Cognitive Support Platform/Salesforce), monitoring support operational metrics, and promoting strong client success results as measured by NPS. Resolving escalated customer issues working with extended support and complaint management teams, development and directly with the client including client executives. Contributes to support strategy development/execution and operations improvement. Show less
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Client Experience Leader - Escalations
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Feb 2020 - Mar 2021
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Support Transformation Lead - Digital Client Care
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Feb 2016 - Feb 2020
Reinventing the notion of Support through facilitation of a digital, easy-to-use, self-help experience.
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Software Developer
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Jul 2011 - Feb 2016
Providing Technical Support for DB2 LUW database products , Investigating problems reported through tickets ranging from Severity 1 to 4, Raising requests to development to address defects, Testing builds with fixes, Sharing expertise with clients, and creating technical content to document knowledge.
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DB2 Quality Assurance - SVT
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May 2010 - Jul 2011
16 month Internship at IBM Canada Labs
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IBM
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IT Services and IT Consulting
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1 - 100 Employee
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C/C++ Developer
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Sep 2009 - Dec 2009
4 month Co-op work term at IBM Canada Lab Redesigned and implemented performance monitoring application for Linux servers Automated processing and presentation of raw data into useful web pages, graphs and database tables 4 month Co-op work term at IBM Canada Lab Redesigned and implemented performance monitoring application for Linux servers Automated processing and presentation of raw data into useful web pages, graphs and database tables
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Peer Tutor
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May 2009 - Aug 2009
Assisting peers in understanding key concepts covered in courses on C, C++, IBM i, and XHTML Providing subject expertise, academic experience and encouragement Assisting peers in understanding key concepts covered in courses on C, C++, IBM i, and XHTML Providing subject expertise, academic experience and encouragement
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Petrolink
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Oil and Gas
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200 - 300 Employee
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Retail Sales Associate
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Jul 2007 - Apr 2008
Site management Sales Point-of-sale transactions Customer service Daily report generation Inventory management Site management Sales Point-of-sale transactions Customer service Daily report generation Inventory management
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City Dental Center
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Myanmar
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Hospitals and Health Care
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1 - 100 Employee
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Front Office Manager
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Mar 2001 - May 2004
Primary point of contact for clients Treatment coordinating Coordinating workflow from front office to back Office administration skills Accounts Receivable Scheduling Record maintenance Primary point of contact for clients Treatment coordinating Coordinating workflow from front office to back Office administration skills Accounts Receivable Scheduling Record maintenance
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Ambedkar Dental Hospital
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India
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Higher Education
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1 - 100 Employee
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House Surgeon
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Dec 1999 - Jan 2001
Provided timely and humane treatment in response to patient needs Educated people about preventive and post-operative measures for good health Provided timely and humane treatment in response to patient needs Educated people about preventive and post-operative measures for good health
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Education
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University of Illinois at Urbana-Champaign
Master of Business Administration - MBA -
Seneca College of Applied Arts and Technology
Computer Programming, Computer Programming -
Mathrusri Ramabai Ambedkar Dental College
BDS, Dentistry