Chidanand Dixit Email & Phone Number

Bengaluru, Ka, In

Bengaluru Area, India

-Managed customer escalations and coordinated resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled. Ensure critical client SLAs are met.-Ensured customer escalations are resolved within agreed upon timelines, processed to change ideas are implemented, and Influence others towards action and change, Reduced escalation volume.-Facilitated and reported on daily and/or weekly stand-ups to ensure appropriate visibility of key customer issues including escalation status reporting, statistics, trending analysis, issue status activities, and resources.-Elevated customer service standards by ensuring learnings are implemented within support/sales/account/engineering teams, improved service quality and effectively resolved customer service issues by assessing individual situations and authorizing policy exceptions in the interest of customer satisfaction.-Provided daily, weekly, and monthly updates to executive leadership and helped refine the Critical Situation Management process to reduce the escalation resolution watermark QoQ

Bengaluru Area, India

Optimum usage of resources by providing quick solution to virtualize physical overload with setting up a SourceOne archiving solution from the scratch using PowerShellOffloading of 10% of effort from Dell EMC engineering located onsite to offshore to start building engineering capability in-houseReducing of repeated consults by using automation to have a big powerhouse of KB articles for quick referenceEnd to end technical escalation ownership whilst maintaining 100% CSAT at a team levelReduction of headcount by cross skilling L1 resources across data archiving, messaging and legal e-discovery by proving training via phone/IM/VCON on Windows Server, Exchange, SQL and Data Archiving technologiesOn-Demand lab setup implementation of offshore Wipro resources supporting Dell EMC customers to setup labs of various products and technologies with multiple permutations and combinationsConsistent reduction of TTR and AHT by- Daily case review and identify tends in working methodology that can be modified to reduce open backlog- Using data analytics to match if the correct person with the right skill set is working on the appropriate job roleCollaborate with Dell EMC engineering to integrate Dell EMC archiving and backup solutions with public and private cloud provides like Azure and AWS as 3rd party servicesBuild a technical career framework using Microsoft EDx tutorial in addition to online training vendors like Udemy, Pluralsight and Wipro internal learning portalIdentify newer cutting-edge features in growing backup technical solutions like Veeam, Solarwinds, Commvault in comparison to Dell EMC Avamar and NetworkerGather reports from Tableau and Power BI to review the KPI metrics of all off shore teamsIdentify root cause of high backlog and low CSAT deliverables by using data analytics and data summarization

Bengaluru Area, India

Talent Incubation Program - trained on - Active Directory- Microsoft Exchange Server- Microsoft SQL Server - Microsoft IIS - Microsoft SharePoint - Computer Networking Concepts