Manage a team of highly skilled Quality Analysts team in Chennai, India

Quality Case Analysis (QCA) Lite process is a joint effort between HPE Operations and Cloud Quality to minimize downtime and improve quality of a product. By focusing on minimizing downtime, will reduce warranty costs and achieve competitive advantage leading to increased sales and market share.- Classify cases into Outage, Non-Outage, Initial set up issues, Customer inquiry & Administrative that account for metrics such as Annualized Case Rate (ACR), Annualized Outage Event Rate (AOER), Average Outage Duration (AOD), Availability, and Out of Box Failure (OBF).- Identify quality issues, experienced by the customer during the initial set up (ICE cases) of the product which would be shared with the Engineering team- Classify customer issues logged daily against products to help identify product specification or issues of HW, SW and FW for appropriate teams (Engineering, KM teams etc.) to take actions.

Provide Non-HPE users to access HPE FFA dashboard. Ensured confidentiality is enforced and no competitive data for company is exposed to its competitor. Single instance of FFA Dashboard with visibility defined by company user profile.• Built Partner Access Onboarding process which enables non HPE users (ODM, Manufacturing, Suppliers) to access Factory Failure Analysis data by using simple IT supported structure.• Enabled 250+ users (ODMs, Manufacturing & Suppliers) and provided access to HPE FFA dashboard• Delivered training on using Factory Failure Analysis dashboard to non HPE users.• Designed SharePoint and provide support to non HPE users to upload reports, documents, specification files etc.• Travelled to Foxconn Kutna Hora factory to build process on leveraging Test data (Video capturing project) and make it available in Factory Failure Analysis dashboard.

Factory Failure Analysis (FFA) dashboard provides a unique reporting and environment with a variety of different report modes & views for users to choose from all on one webpage.• Onboarding Factory & Commodity Test data from different manufacturing sites, partners, and suppliers• Served as primary interface between internal departments, aligning on Scorecards (FPY, DPPM)• Acknowledging and resolving issues on FFA which are raised through RAID support forum• Managing RAID tickets based on impact & priority on data missing, data accuracy, functional issues in FFA dashboard.• Travelled to Houston, US for Kaizen training program to drive Enterprise FFA scorecard publications and quantify impact of Data integrity issues• Lead Kaizen team to implement checks on data accuracy and provide status update to senior management for weekly scorecard publication

November 2012 - August 2015Early Warning Program (EWP) focuses mainly on new, emerging, and on-going issues with product. EWP project is carried out for first 120-150 days from First Call Date and drives Product Quality, improvements, and corrective actions to mitigate future product cycles.• Capture the Top and new issues reported in the first 120days (Notebooks & Desktops). Engage the GBU and identify the workaround/solution and implement the same through KB Articles, Firmware fix etc.• Create and release KB articles to the call centers, service centers by providing troubleshooting steps on how to solve the new/top issues identified in the NPI products• Produce weekly and bi-weekly reports on Warranty Installed Base, Annualized Intervention Rate, Annualized Replacement Rate, Annualized Failure Rate, Top issues etc. and updating customers and senior leaders on progress and roadblocks• Gathered requirements, defined scopes, product roadmap and warranty installed base for each country depending on market research and demand• Built and implemented process - Customer Installation Visit program where product/technical issues are captured directly from Customer location and send to L2 support team to replicate the issue and then share findings with the GBU team which helps to improve overall product and Customer experience

iMPACT tool is MS Excel report which drives proactive case management discipline and provides instant visibility and accountability for incidents.• Oversaw implementation of iMPACT solution through lifecycle processes based on organizational needs, requirements, and customer demand.• Designed and implemented key metrics and reports to measure internal team performance of respective customers• Designed requirement documents like SRS, feature list and use cases.• Acknowledging and resolving issues on iMPACT solution which are raised through iMPACT support forum.• Documented processes to streamline setup, customization, and maintenance.• Provide on-the-job training for new hires on iMPACT solution program• Travelled to Norwich, UK to deploy iMPACT solution at AVIVA Customer site

Rapid Detection & Resolution (RDR) program focuses mainly on emerging issues through reporting. RDR helps to identify support document gaps and develop required solutions. RDR also helps to manage technical escalations from call centre partners and perform repair specific reports.• Collecting, defining, and analysing business requirements from Category team• Created and maintained standard operating procedures governing system functions and features• Managed product launch (pre-product to post launch) and ensured success of product with respect to technical aspects• Built Early Warning report on rising trends and reported on findings• Built standard solution and technical documents for Front Line Agents to troubleshoot customer technical/product issues• Built and implement new process to address cost savings (Bench services, Customer Replaceable Parts & Recovery CD's.)• Played a vital role as SME in Hard Drive re-repair and Denial of Out-of-scope support for Six sigma projects• Travelled to HP Conway for transition of Rapid Detection & Reduction program which involved training onsite Engineers on process and product• Travelled to HP Partner sites to train Front Line Agents and Tech Leads on using Hardware Diagnostic tool which resulted in decreasing DSAT's on Hardware services

Provide online technical support on Desktops & Notebooks to UK Home Users

Provide online technical support on Desktops & Notebooks to UK Home Users

Provide technical support to Customers.● Assembled computer hardware components and peripheral devices including power supplies, heat sinks, hard-drives etc.● Maintained technology equipment performance by configuring, diagnosing and repairing hardware.● Investigated hardware product issues involving materials and software and devised solutions.● Managed program errors with analytical approach focused on troubleshooting, diagnosing and resolving each problem.