Robert Khattar Email & Phone Number

Lehi, Utah, United States

Lehi, Ut

Leading, building and managing support team that works on complex and challenging issues from our customers and partners. Recruiting, motivating and mentoring team members to deliver a high quality customer experience. Working alongside Product Management and Engineering to improve our products based on customer feedback The goal of this organization is to help our customers solve problems quickly, efficiently and build the muscle to solve problems that would ordinarily have to be sent to the Development team to solve.

Lehi, Ut

Proactively seek to understand customer expectationsAnswer and resolve support cases across all severity levelsOwn and track customer issues using our ticket tracking systemOwn all customer facing communications, ensuring the message is concise and professionalShare, and documents knowledge via FAQ / KB articles, which can be internal or customer facing Develop junior support engineers through training, and coachingManage multiple projects/support cases simultaneouslyChampion customer issues internally, and represent the company externallyLead large multi participant customer calls, including hot escalations

Leading the Proactive Symmetrix/Vmax3/connectrix team in N. America.Local Implementation of Direction from Global Technical Team.Ownership of local communications to PCE/UE Team.Rollout of Training (New Hires / Steady State)Ensure the new team members are duly trained before they are live and conduct pre go-live assessment on the process and tool knowledge possessed by the traineesSkills AssessmentIntervene when necessary to aid the group in resolving issuesFacilitate problem solving and collaborationRecommend routing improvement to increase process efficiencyWorking with other leaders to manage escalations, patches etc.Leading and working with other departments on cross-functional improvement projectsSME Interlock and Channel Centre feedback to Technical team.Decide on a consistent product format of the Inside EMC pagesComplete Migration / Indexing of information to the pagesRetire all redundant / out of date pages or databasesSet up UE’s to get access and updates from only the products they supportProcesses: Responsibility to implement and to ensure the introduction, working and optimizing of internal processes within the teamCapacity Planning and Resource Management within the teamAssist with interviewing new TSE's

Draper, Utah

First point of escalation for Symmetrix, VMAX3 and Connectrix for Pre-Check Engineers and Upgrade Engineers in the Draper GEO. LocalEscalationpointforSymmetrix/VMAX3/ConnectrixDeveloped and Delivered the Pre-Check Engineers New Hire Training.Developed and Delivered the Symmetrix and VMAX3 Upgrade Engineers New Hire Training.Developing Global Scheduling Procedure for Scheduling Symmetrix Upgrades.Developing the RemPro Global Escalation Document for Symmetrix and VMAX3Communicateandgolivewiththeaboveactionsandanyotheruncoveredduringinvestigation