it_user520605

35 Points3 Years
Vendor
Job function
Associate Director Tech Support
Company size
1,001-5,000 Employees
Industry
Comms Service Provider
Years of experience
10+ years
Bio

• 19+ years of experience in Application and Product Support, Global Team management, Database Administration, Global Support Delivery, Enterprise Customer Management, and Application Development
• Proven leadership and human resource management skills, while managing a large team size of Support professionals across the globe
• Global responsibility for technical support delivery for BMC Service Assurance Database product line, supporting most of the fortune 500 customers
• Excellent interpersonal, client interfacing, analytical, troubleshooting, written and verbal communication skills
• Experienced in defining support policies, processes and successfully implementing them
• Competent in implementing effective solutions to the customer needs, with an aim to improve customer contentment and consequently customer loyalty, repeat & referral business
• Provided strong leadership skills to develop and monitor individuals and team performance goals
• Have skills in handling implementation of marketing strategies, sustaining efforts for sales/ lead generation, as well as for resolving operational issues and clients’ concerns satisfactorily
• Exposure in understanding & adopting emerging trends & techniques, addressing industry requirements to achieve organizational objectives
• Possesses analytical skills of database related products, manufacturing systems, banking and financial systems
• Sound expertise in Database Administration products activities encompassing installation, configuration, Disaster Recovery Planning, Backup and Recovery, Database planning, design, etc.
• Installation, configuration of BMC Patrol product
• Understanding of Machine Learning, R-Programming

Areas of Expertise

Application & Product Support Product Implementation BMC Patrol
Virtual Team Management Support Certified Professional Global Support Delivery
Enterprise Customer Management Database Administration Service Desk/ITSM
24X7 Worldwide Support Operation Management Pre-Sales Support