Heading the Knowledge Management and Customer Communities Business within the Digital Experience Org.Responsible for developing and implementing strategies to improve user experience on digital platforms.Enhancing customer and employee experience using Artificial Intelligence (AI)Facilitating the utilization of Generation AI for automation and enhancing the Knowledge-Centered Service (KCS) procedureOverseeing customer communities and elevating them to enhance self-help resources, as well as advancing product awareness and driving sales.Responsible for spearheading initiatives such as tech webinars and customer PODS to enhance engagement and grow the customer base.Leveraged analytics and user feedback to drive iterative improvements and optimizations.Collaborating with marketing and product support teams to ensure product readiness and enhance customer engagement through various programs.

Responsible for managing PowerEdge System Management Software Documentation Team which includes 2 lines of business – Plugin Programs and Partner Programs.Driving development and delivery of modern, user-focused technical content for Dell’s PowerEdge offerings in an Agile environment.Collaborating with multi-functional teams across various physical locations, including product management and other engineering disciplines. Coordinating with cross-functional teams regularly to ensure documents are up to date. Developing, coordinating, and executing an engineering product release roadmap. Liaising and partnering with key cross-functional stakeholders to understand the customer experience (CX) vision for PowerEdge System Management Software. Collaborating with Stake Holders to ensure technical user assistance aligns with CX vision. Planning activities to enable successful change and communicating strategic change effectively. Staying aware and understanding the implications of external changes to the project.

Pioneered the Establishment of KM Enablement Team in India COE: Built the team from scratch in 2020, growing it into a high-performance unit, focused on continuous improvement, quality, adherence, reporting, and sustaining the business. I collaborated with practice leads, product development managers, and support managers to leverage organizational capabilities more effectively. I supported the KM Team in identifying important patterns of knowledge sharing early on and addressing knowledge gaps. My role included devising a comprehensive KM strategy and knowledge map, implementing KCS frameworks, systems, procedures, and policies to create a knowledge culture. I established KM networks across services, including Professional Services, Customer Services, Deployment and Field Support, and Partners (Wipro) in India. To ensure continuous improvement, I worked on ongoing EMC product enhancements and knowledge management processes, including OLP Knowledge Enablement and Continuous Improvement at GA, GA+90, and GA+365. I provided leadership in implementing, executing, and continuously improving knowledge management strategies. I piloted new methods of collaboration and interactions that supported knowledge capture and KCS Adoption. I onboarded new portfolio managers and guided them through the process of knowledge migration. I also assisted Knowledge Portfolio Managers with knowledge publication, trainings, and management lifecycle. Lastly, I developed measures of success for Knowledge Management and included them in executive operational reviews

• Program Manage Live Chat application for Customer Support that produced 30% cost savings in support costs. Coordinate enhancements, break/fix items for improved agent and customer experience; interface with Marketing, User Experience, IT & Support Management. • Managed all technical aspects of the innovative EMC Live Chat program in growing the channel by more than 75 service lines to greatly expand the product, service, and multilingual support options available to EMC customers and partners in connecting with experts in real-time.• Communicates multiple program initiatives, messaging, and status across EMC''s core business units, software divisions and/or third party partners. Develops and manages communication and coordination of cross functional teams across all areas. • Managed proof of concepts: supporting customers through Live Chat, in their preferred language (Multi Lingual), utilizing a translation engine. • Managed the technical support items in the Global Request for enhancement systems for the Chat Application; for all Customers to use for their RFE, report requests, service line on boarding, service line decommissioning, etc.• Supports, manages, and influences continuous improvement of product/solution development lifecycle process, practices and initiatives. Identifies, escalates and ensures resolution of issues impacting successful execution of programs.• Rolled-out self-help case deflection recommendations while customers are waiting to connect with a Technical Support Engineer. Recognized as a huge success.• Plan and Drive Chat releases that occurs every quarter. Ensures all items have passed UAT testing and that needed communications are delivered for all Chat releases. Ensure that the SWAT process is defined and ready for the deployment day.

Content Management: EMC Networker & Avamar• Provide support for both pre and post-sales support activities for EMC Legato Networker.• Monitor and maintain the queue to minimize the abandon rate.• Create reports of service lines and for agents. • Testing of new applications related to support function.• Worked on EMC Forum activities.• Provide documentations, technical information and direct feedback to Field Technical Specialists, Account Managers, sales and other EMC Technical Support co-workers.• Coach, mentor and lead personnel within a technical team environment.

• Provide support for both pre and post-sales support activities for EMC Legato Networker.• Successful track record of problem solving and taking initiatives to enhance customer satisfaction • Creating, approving and reviewing Knowledge Base articles.• Provide documentations, technical information and direct feedback to Field Technical Specialists, Account Managers, sales and other EMC Technical Support co-workers.• Coach, mentor and lead personnel within a technical team environment.

Designated as Executive, L2 Level responsible for maintaining GE Project which includes 250+Nodes and Server Operations, as well as maintaining the File Server, Active Directory, Exchange Server 2003 with Front end and Backend configuration.

Designated as NETWORK ADMINISTRATOR, responsible for maintaining a Local Area Network of more than 250+Nodes and Server Operations, as well as maintaining the hosting severs in Florida through remote administration. Have overall responsibility for Web hosting, as well as maintaining an Imail Server under 2003 Server. Held the post acting manager for a period of one month.