Ankur N. Desai Email & Phone Number

Dallas, Texas, United States

Oversaw Site Reliability Engineers (SRE), VMware Platform team, Monitoring, Incident & Change Management and Capacity Management for a SaaS company with revenue in excess of $1 Billion. Directly supervised, established department goals, metrics and KPI’s for 2 Managers and 30 remote employees across the United States and India for a 24x7x365 support model..

Dallas, Texas, United States

Oversaw Operations Center and Capacity Management while supervising 1 Managers and 10 remote employees for a 24x7x365 support model. Support included monitoring of Network Elements & associated Applications, Tier 1 support and Outage coordination. In addition, reviewing capacity requirements for data storage and network and server equipment.

Carrollton

Sr. Director of Technical Support and Client Management with an annual budget of $12M that consisted of 5 Mangers and over 200 employees in two states and other associated costs. Responsible for independently overseeing all aspects of a multi-tiered, on demand, Technical Support center that serves as a single point of contact for approximately 3,450 public.

Dallas/Fort Worth Area

Operation functions included: Customer Service, Client Management and Subsidiary Call Centers. Customer Service directly supervised 3 Managers with indirectly managing of 10 Supervisors and 180 agents for 24x7x365 call center. Client Management directly supervised 2 Managers and indirectly manage 15 Client Managers. Subsidiary Call Center directly.

Dallas/Fort Worth Area

Operation functions included: Reporting and Analysis, Technical Support and Field Service. Managed a team of 8 direct reports during time with Reporting and Analysis team. Group provided reporting and workforce management for Operations teams that included: report building, data analytics, optimizing schedules, shift bids, call forecasting. While over.

Dallas/Fort Worth Area

Customer Service Manager oversaw managing outsource vendor which included contract negotiations, daily, weekly and monthly review of KPI’s. Migrated 3 outsourced call centers into 1 insourced call center to provide better service and deliver a $6M in annual savings. Had 5 supervisor direct reports and 80 call center agents indirectly reporting to me. In.