Syed Haider
Bengaluru,Karnataka
Summary
Accomplished Tech Lead at HP, adept in process optimization and efficiency, spearheaded a team to automate 80% of reporting, enhancing system efficiency. Proven leadership in fast-paced environments, with a knack for data modeling and analysis, and adaptability in crisis management. Demonstrates exceptional team mentorship and a commitment to continuous improvement.
Overview
18
18
years of professional experience
Work History
Tech Lead
HP
03.2021 - Current
- Lead team of 24 agents overseeing and optimising the supply change processes.
- Lead a team of 6 data analyst and automation experts, driving data driven insights and process automations.
- Instrumental in automated and centralized 80% of reports, uniquely enhancing our system efficiency and significantly reducing time and errors.
- Led the Swivel process for Singapore Airlines with IBM.
- Managed escalations and collaborated with stakeholders.
- Coordinated deployments of new software, feature updates and fixes.
- Proved successful working within tight deadlines and a fast-paced environment.
- Analyzed work to generate logic for new systems, procedures and tests.
Business Data Analyst
HP
07.2017 - 02.2021
- Centralized automated reporting using Python and share-point increasing performance and efficiency of reports.
- Analyzed open case trends and created insights presentations. Accountable for Open cases.
- Maintained remote sNPS above target of 85% for 5 months
- Designed a Power BI dashboard to track open cases.
- Built relationships and influenced and motivated teams to drive operational improvements.
- Developed and improved integrated reporting and analysis capabilities.
- Provided evaluative judgment based on analysis of information in complicated and unique situations and contributed to formulation of standards and strategies for functional areas.
- Articulated risks and issues to communicate concerns to various levels of management.
Technical Supervisor
HP
08.2014 - 06.2017
- Coordinated service processes and maintained customer communication.
- Generated and shared quotations for out-of-warranty services.
- Calibrated and operated procedures for maximum performance.
- Formulated plans for improving procedures, training and processes.
- Produced documentation on latest updates as well as reports detailing findings and recommendations.
- Allocated resources for optimum coverage and effectiveness.
Customer Support Supervisor
HP
08.2010 - 07.2014
- Led a technical support team and managed escalations.
- Assisted team members in resolving customer satisfaction issues.
- Audited call quality and managed supply chain reports.
- Analyzed customer feedback to identify areas for improvement.
- Enforced adherence to legal and company policies and procedures and reported to management related gaps in training or compliance.
- Monitored employees' productivity, accuracy and adherence to defined processes by using dashboards and other reporting tools to enable proactive action on delays compromising customer care.
Senior Technical Support Engineer
Dell International Services
06.2009 - 05.2010
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Documented faults and bugs for referral to development staff for use in updates.
- Delivered Tier-3 support and SME input to internal and external customers.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Performed root cause analysis of reported issues to enact corrections.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
Technical Support Engineer
Aditya Birla Minacs
08.2008 - 01.2009
- Provided technical support for Apple Inc. customers for software and hardware related issues.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Performed root cause analysis of reported issues to enact corrections.
Customer Support Executive
Sitel
10.2006 - 08.2008
- Supported UK based customers with issues with their internet service.
- Listened to customers' questions and concerns to provide answers or responses.
- Assigned and designated job territories to customer care staff according to performance and history.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Collected customer information and analyzed customer needs to recommend potential products or services.
Education
BCA
Dr. C. V Raman University
01-2014
Skills
- Team Leadership and Mentorship
- Process Optimization and Efficiency
- Continuous integration
- Data modeling and analysis
- Adaptability and Crisis Management
- Quality Assurance and Performance Monitoring
Timeline
Tech Lead
HP
03.2021 - Current
Business Data Analyst
HP
07.2017 - 02.2021
Technical Supervisor
HP
08.2014 - 06.2017
Customer Support Supervisor
HP
08.2010 - 07.2014
Senior Technical Support Engineer
Dell International Services
06.2009 - 05.2010
Technical Support Engineer
Aditya Birla Minacs
08.2008 - 01.2009
Customer Support Executive
Sitel
10.2006 - 08.2008
BCA
Dr. C. V Raman University
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