Tarik Baki Email & Phone Number

Netherlands

People Management...• Managing Senior Managers and Escalation Managers.• Reinforce relationships with Technical Field operations and Customer Success organisations.• Escalation point of contact for EMEA Customers across all HashiCorp Stacks (Infrastructure Lifecyclemanagement, Secure Lifecycle management).• Responsible for EMEA Support business +$35Mil.• Act as primary Support leadership Escalation across HashiCorp products.Operation Management...• Maintain… Show more People Management...• Managing Senior Managers and Escalation Managers.• Reinforce relationships with Technical Field operations and Customer Success organisations.• Escalation point of contact for EMEA Customers across all HashiCorp Stacks (Infrastructure Lifecyclemanagement, Secure Lifecycle management).• Responsible for EMEA Support business +$35Mil.• Act as primary Support leadership Escalation across HashiCorp products.Operation Management...• Maintain Customer Satisfaction ratings at above 90%.• Maintain Response/Resolution SLA at above 95%.• Keep a healthy Backlog of 2%-3%.• Grow operating performance by 10% (5% resources & 5% efficiency).• Help drive Maintenance yearly renewals business and ensured +90% rate.• Work with Support Operations to improve our Support processes and procedures.• Manage Budget allocation and distribution within Support.Training and Development...• Certified Session Leader responsible for delivering Wilson Learning Signature Customer Service and Problem solving/Decision making courses.• Focus on equipping employees with the means to balance soft skills and hard skills in their daily endeavours to provide excellent customer service Show less

Netherlands

People Management...• Managed a group of 8 senior engineers with varying levels of competencies (Expert, Master).• Engaged and built relationships with Technical Field operations and Customer Success• Successfully handled customer and partner escalations for mid to large enterprises across a wide range ofsolutions.• Quick and efficient problem resolution preventing business and operational impacts ranging between $10Kand $30Mil.• Acted as primary Escalation Manager… Show more People Management...• Managed a group of 8 senior engineers with varying levels of competencies (Expert, Master).• Engaged and built relationships with Technical Field operations and Customer Success• Successfully handled customer and partner escalations for mid to large enterprises across a wide range ofsolutions.• Quick and efficient problem resolution preventing business and operational impacts ranging between $10Kand $30Mil.• Acted as primary Escalation Manager for SaaS and On-Prem technology across HashiCorp Security products(Vault & Boundary).• Provided higher level support by assigning Designated Support Engineers to Strategic customers with +1Milin recurring annual revenue. Operation Management...• Handled Budget allocation and distribution within Support Centre Management.• Maintained Customer Satisfaction ratings at above 90%.• Maintained Response/Resolution SLA at above 95%.• Kept a healthy Backlog of 2%-3%.• Reduced operating expenses by 10% by managing travel and using remote support alternatives.• Helped drive Maintenance renewals business yearly and ensured 90% renewal rate.• Worked with Support Operations to improve our Support processes and procedures.Training and Development...• Certified Session Leader responsible for delivering Wilson Learning Signature Customer Service and Problem solving/Decision making courses.• Focus on equipping employees with the means to balance soft skills and hard skills in their daily endeavours to provide excellent customer service Show less

Rotterdam, South Holland, Netherlands

Rotterdam Area, Netherlands

People Management...- Managed a group of 20 plus engineers with varying levels of competencies (Expert, Master). Closing more than 2K cases per quarter- Managed Technical Account Managers and Premium Support Engineers. Maintenance Revenue of more than $1Mil per year- Successfully handled customer and partner escalations for mid to large enterprises across a wide range of solutions. Organisations size between 100 – 10K employees- Quick and efficient problem resolution preventing… Show more People Management...- Managed a group of 20 plus engineers with varying levels of competencies (Expert, Master). Closing more than 2K cases per quarter- Managed Technical Account Managers and Premium Support Engineers. Maintenance Revenue of more than $1Mil per year- Successfully handled customer and partner escalations for mid to large enterprises across a wide range of solutions. Organisations size between 100 – 10K employees- Quick and efficient problem resolution preventing business and operational impacts ranging from $10K to $10Mil- Kept abreast of SaaS, Hybrid and On-Prem technology across a wide range of solutions and portfolios including Archiving and Risk Management, Collaboration, Cloud, Unified End Point Management, Security, Information Management and Governance- Supported Solutions such as (IDOL search Engine, Secure Content Management, ZenWorks, Open Enterprise Server….) for business critical application within mid to large size organisationsOperation Management...- Managed yearly Budget allocations and distribution within Support Centre Management. Up to $10 Million to within +/- 2% of target- Improved Customer Satisfaction return rates (5%) and scores by (3%)- Reduced operating expenses by 10% through various initiatives- Managed Maintenance renewals business of more than $100Mil yearly- Maintained 95% Maintenance renewal rate- Reduce volume backlog by +/- 5% year on yearTraining and Development...- Certified Session Leader delivering Wilson Learning Signature Customer Service and Problem solving/Decision making courses- Focused on equipping employees with the means to balance soft skills and hard skills in their daily endeavors to provide Service Excellence. Trained in excess of 500 employees- Planned and delivered revenue-generating activities (Proactive Analysis, Onsite Visits, and Scheduled Standby’s) on average $300K per Financial Year Show less

Rotterdam Area, Netherlands

People Management...- Managed SAMs, TAMs and Engineers with varying levels of competencies (Expert, Master…)- Coordinated best support medium (onsite, online, phone, chat, email) for varying business critical customers ranging between $1K and $5Mil- Established a very close knit customer and partner community by arranging technical Advisory BoardsService Development...- Assisted in driving and improving the overall system performance in terms of customer satisfaction and… Show more People Management...- Managed SAMs, TAMs and Engineers with varying levels of competencies (Expert, Master…)- Coordinated best support medium (onsite, online, phone, chat, email) for varying business critical customers ranging between $1K and $5Mil- Established a very close knit customer and partner community by arranging technical Advisory BoardsService Development...- Assisted in driving and improving the overall system performance in terms of customer satisfaction and efficiency resulting in a 10% improvement- Engage with third party partners and Franchises to deliver cost effective first line support- Regular customer/partner face-to-face visits and meetingsTraining and Development...- Master Trainer and Certified Session Leader responsible for delivering Wilson Learning Signature Customer Service and Problem solving/Decision making courses- Focus on equipping employees with the means to balance soft skills and hard skills in their daily endeavors to provide excellent customer service. Trained in excess of 500 employees- Enable and coordinate delivery of Customer and Partner Technical Advisory Boards. On average 4 sessions per year to a wide audience of customers and partners - Plan and deliver revenue-generating activities (Proactive Analysis, Onsite Visits, and Scheduled Standby’s) on average $500K per Financial YearBusiness Management...- Contributed to both ISO and SCP certifications and process ownership improving efficiency by 20% (Response/Resolution SLA’s, Escalation, assignment…etc.)- Conduct long-term planning to provide input into the future strategic direction of the department. Such as low cost support operations, Franchise and Third party- Developed and implement departmental policies for Support capabilities- Held regular update calls for critical business escalations with internal and external stakeholders - Provide and deliver input during the Quarterly Business reviews Show less

Rotterdam, South Holland, Netherlands

- Maintained normal technical team operations by ensuring adequate service coverage- Handled several customer/partner critical escalations as Management backup and escalation point - Provided Status report and summary to senior management- Provided SLA driven Incident Response and Resolution, follow up and re-prioritization. - Achieved 1 Hour response time on 30% of volume. 3 hours response time on 100% of volume- Provided World Class Service as measured by all forms of… Show more - Maintained normal technical team operations by ensuring adequate service coverage- Handled several customer/partner critical escalations as Management backup and escalation point - Provided Status report and summary to senior management- Provided SLA driven Incident Response and Resolution, follow up and re-prioritization. - Achieved 1 Hour response time on 30% of volume. 3 hours response time on 100% of volume- Provided World Class Service as measured by all forms of feedback from customers, peers, Sales, Service account managers and Management.- Created and communicated clear action plans for all incident related tasks externally and internally Show less

Glasgow, United Kingdom

Provide hierarchical support for the Help Desk and in-depth support for designated systems.Develop and maintain the knowledge, skills and abilities necessary to support all designated systems and develop a thorough understanding of the Information Services infrastructure and its role within the organization.

Glasgow, United Kingdom Http://Www.Gla.Ac.Uk/

Supervisor of final year Mechanical Engineering students projects in Gas Turbine Simulation performance.Tutor in Computing, Mechanics of Solids, Heat Transfer, Mathematics, Thermodynamics and Gas Dynamics.

Master Of Science - Ms, Aeronautical Engineering

Activities and Societies: The Performance of a Two-Spool Turbofan Engine in Rainstorms.

Bachelor Of Science - Bs, Aeronautical Engineering