Anthony Dsouza

• Delivered exceptional customer service, resulting in increased retention rates, referrals, and repeat business from satisfied clients.
• Established strategic alliances with industry partners, driving overall business growth through mutually beneficial collaborations.
• Analysed customers'' feedback enabling improvements in product offerings leading to higher levels of satisfaction.
• Drove customer acquisition efforts by leveraging extensive industry network and employing effective cold-calling techniques.
• Organized successful product launches, promotional events, and trade shows that generated significant brand exposure within region.
• Expanded market share by identifying new business opportunities and cultivating partnerships with key stakeholders.
• Forecasted annual, quarterly, and monthly sales goals.
• Identified new product opportunities and target customers.
• Expanded market share within region by identifying growth opportunities and collaborating with cross-functional teams.
• Extensive use of Pipedrive CRM system.

• Manage and provide technical consultancy to 7x Companies for Symantec products
• Broadcom (SED) Premium Designated Tech Support, Tasks Manage and provide technical consultancy to 3 x Fortune 100 Companies
• This includes contract negotiations, being a technical coordinator between customer and development teams to ensure 500K worth contract renewals
• Track and report on Technical support performance metrics, and consult product performance improvement with Software Development teams.
• Built long-term trusted partner relationships to manage stakeholder expectations and meet revenue growth goals
• Developed and executed solutions to customer needs and drivers through hands-on engagement
• Created product training plans centered on customer success and satisfaction
• Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
• Supported clients with business analysis, documentation, and data modeling.
• Worked with customers and engineering team to determine equipment needs and system requirements.
• Collaborated with cross-functional teams to deliver successful product implementations.
• Configured and modified product systems to meet customer-specific needs.
• Cultivated and maintained strong relationships with customers to ensure a positive customer experience.
• Managed client relationships through regular check-ins and updates on project progress.
• Working with Oracle CRM extensively.

• Tasks Defining Product roadmap
• Creating new Business opportunity with new and current customers, market research
• Aggressively negotiating with vendors for best pricing and service contracts
• Conducted thorough risk assessments before major system upgrades or migrations, mitigating potential negative impacts.
• Designed and developed scalable cloud solutions for enhanced performance and cost optimization.
• Established comprehensive monitoring strategies to proactively identify potential performance bottlenecks or issues.
• Reduced time-to-market by automating build, test, and deployment workflows for application releases on cloud platform.
• Implemented robust backup solutions to safeguard mission-critical data from loss or corruption events.
• Mentored junior staff members on best practices in data center operations, fostering a culture of continuous learning within the team.
• Improved system reliability by designing and implementing redundant infrastructure components.
• Reduced downtime through proactive monitoring of critical systems and timely troubleshooting.
• Provided exceptional customer support to internal teams, addressing technical issues swiftly and accurately.
• Enhanced data center efficiency by implementing automation tools and streamlining processes.
• Designed network architecture within the data center environment to ensure optimal connectivity between systems and users across the organization.
• Optimized server performance by conducting regular maintenance, updates, and patching.

• Tasks Creation and maintaining ITIL incident management process documentation, managing delivery of product deployment to customers, coordinating production Critical issues scheduled into Agile Sprints
• Managing a team of 12 technical support engineers, preparing budget proposals
• Accomplished Building a new team from scratch growing from 0 to 12 engineers
• Response times to customer was greatly improved after the deployment of 25,000 slots machines in the UK
• Successfully altered and maintained 3 levels of technical support, with the integration of software developer to have quick turnaround for bug fixes
• Close collaboration with cross-functional teams to ensure company policy and product compliance as per Management stakeholders.
• Optimized scheduling for 24/7 support coverage, ensuring customer needs were met around the clock.
• Coordinated with sales teams to provide pre-sales technical assistance for potential clients.
• Implemented effective performance metrics, driving continuous improvement in the support team''s performance.
• Tracked KPIs and created continuous improvement plans.
• Analyzed and developed service goals for in-bound call center.
• Developed and implemented training initiatives for new hires.
• Increased customer satisfaction ratings to 95%.
• Oversaw development and implementation of improvements to support network operations.
• Liaised with other departments to minimize network interruptions and possible downtimes.
• Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
• Supported new product launches through seamless integration of new technologies into existing support frameworks.
• Reduced ticket backlog by implementing efficient case management strategies and prioritization techniques.
• Developed comprehensive training programs to continuously upskill the technical support team.
• Mentored junior support staff, fostering a culture of collaboration and learning within the team.
• Streamlined support processes for improved efficiency and faster response times.
• Fostered an environment of continuous improvement through active solicitation of feedback from both customers and internal staff members.
• Managed escalation procedures to ensure high-priority issues were addressed promptly and effectively.

• Managing a team of 4 Tech Support Engineers, personally dealing with customer escalations, evaluating current escalation process and improvising on processes, Pre and post sales technical support for new and existing customers, projection of team budgets, salaries and bonus programs
• 360 degree valuation on engineers performances
• Accomplished Promoted from Technical Escalation manager to Associate Technical Support Manager, and build a team of 4 Tech Support engineers.
• Extensive usage of Internal CRM systems

• Tasks Provide Altiris customers with onsite, remote, telephone, e-mail and forums support on Altiris software
• Reproduce, troubleshoot and resolve customers’ issues
• Promoted from technical support engineer to escalation manager, because of my skills to be able to deal with hot burning customer issues and ensuring that customer is happy once issue has been resolved with my intervention.

Tasks Digitizing spare parts inventory, issuance of Us military orders, recording of Mack truck engine faults with computerized diagnostics for mechanics, maintaining history of damaged truck reports

• Accomplished Managed to digitize 100% of spare parts inventory, create process for faster repair times on trucks.
• Enhanced overall project success by conducting thorough post-project evaluations and incorporating lessons learned into future efforts.
• Effectively managed scope creep by establishing clear boundaries on requested changes while keeping projects aligned with original objectives and budgets.