MOHAMMAD T HUSSAIN
Broker in Cambridge, MA
License number
Massachusetts 9520298
Issued Date
May 20, 2011
Expiration Date
Nov 8, 2013
Type
Salesperson
Address
Address
Cambridge, MA 02140
Professional information
Technology Support And Service Delivery Leadership
Position:
Senior Consultant at INDPENDENT CONTRACTS
Location:
Greater Boston Area
Industry:
Information Technology and Services
Work:
INDPENDENT CONTRACTS
- Greater Boston Area since Jan 2011
-
Senior Consultant
Deltek
- Cambridge, MA Feb 2008 - Jun 2010
-
Manager, Global Customer Care, Service Delivery
Converse
- Wakefield, Ma Jun 2006 - Feb 2008
-
CL – Manager Client Support & Service
Akamai Technologies
- Cambridge, MA Mar 2004 - Dec 2005
-
Senior Consultant, Service Delivery & Incident / Escalation Management
EMC
- Hopkinton, MA Jun 1994 - Nov 2002
-
Senior Manager, Global Customer Support & Services
Education:
Kennedy Western University 2001 - 2003
Master's degree, Engineering Management
Master's degree, Engineering Management
Awards:
Reorganized Operations
Initiated 24/7 service and provided 35% efficiency improvements among 900 clients.
Customer Support & Service Excellence
Selected as recipient of Best Performance in Customer Support & Service Excellence Award for 5 consecutive years for leading team to secure 93% call accuracy and 99% on-time performance.
Training Program
Instrumental in establishing service delivery training program that saved $2M annually while transforming support function and promoting customer satisfaction.
Service and Support Methodologies
Propelled 24% profitability increases from unprofitable clients in global support environment through aggressive application of service and support methodologies.
Overseas / Outsourced Application Support Operations
Rapidly addressed hard / soft skills issues, achieving 50% improvement in 8 months for US team and 300% for external team in India, UK and Philippines.
Global Service Delivery
Drove 16% productivity increase by defining expectations, improving training and enhancing accountability.
Initiated 24/7 service and provided 35% efficiency improvements among 900 clients.
Customer Support & Service Excellence
Selected as recipient of Best Performance in Customer Support & Service Excellence Award for 5 consecutive years for leading team to secure 93% call accuracy and 99% on-time performance.
Training Program
Instrumental in establishing service delivery training program that saved $2M annually while transforming support function and promoting customer satisfaction.
Service and Support Methodologies
Propelled 24% profitability increases from unprofitable clients in global support environment through aggressive application of service and support methodologies.
Overseas / Outsourced Application Support Operations
Rapidly addressed hard / soft skills issues, achieving 50% improvement in 8 months for US team and 300% for external team in India, UK and Philippines.
Global Service Delivery
Drove 16% productivity increase by defining expectations, improving training and enhancing accountability.
Certifications:
Qracle
SQL
Oracle PL/SQL
UNIX
SMT
ESD
Data Structure
MIM/SMS/VM Infrastructure
Service Delivery Management
Handling People with Tact & Skill
Communication & Organizational Excellence
Overseas / Outsourcing Operations
Vender-Partners Relationship / Management
What Matters Most / Time Management
Escalation / Incident & Crisis Management
24x7 Global Support & Services
(FDA) Support Services / Training
Customer Focused / Result Oriented Leadership
People / Process & Technology Management
SQL
Oracle PL/SQL
UNIX
SMT
ESD
Data Structure
MIM/SMS/VM Infrastructure
Service Delivery Management
Handling People with Tact & Skill
Communication & Organizational Excellence
Overseas / Outsourcing Operations
Vender-Partners Relationship / Management
What Matters Most / Time Management
Escalation / Incident & Crisis Management
24x7 Global Support & Services
(FDA) Support Services / Training
Customer Focused / Result Oriented Leadership
People / Process & Technology Management