India

Customer Experience (CX)

Customer Success Management

Master of Arts (MA)

B.E.

Manish Raj Sharma

Customer Support & Operations Leader

Communication

Problem-solving

Time management

Empathy

Team player

Organisation skills

Presentation skills

Customer service

Stakeholder management

Leadership

Content creation

Email writing

Salesforce

Asana

Jira

Confluence

Workday

SurveyMonkey

Collaboration

Conflict resolution

Public Speaking

Blog writing

LinkedIn writing

Introduce yourself, define mentoring expectations and goals. Learn and grow together.

General mentorship

Understanding factors that lead to a motivated team - recognition, communication and more.

Keeping team members motivated

Understand the process of training, motivating and directing your team members.

Managing people

How to create a positive workplace culture that drives collaboration and productivity?

Fostering a good team culture

Steps to building and maintaining a strong, cohesive and effective team.

Building an effective team

Learn the tips to successfully manage a team in a remote environment.

Managing a remote team

How to determine what is a good balance of skill sets for your organization's needs

Building balanced teams

How to set up the team for success by defining and measuring team's performance.

Choosing metrics and team goals

Manage team expectations and get the most out of your meetings.

Running effective meetings

Learn how to properly present your work and share ideas and opinions.

Presenting your work with impact

Ways to provide constructive feedback to team members.

Giving effective feedback

How to conduct interviews, what to ask, and how to analyze your results? (eg. user interview)

Conducting effective customer interviews

* Head of Global Delivery & Support, APAC - Responsible for deploying and supporting the company's products and solutions to customers worldwide. Remotely manage a team of deployment and support engineers in Gurgaon.
* Head of IT, India - Responsible for Corporate IT and Data center IT.
* DevOps - Responsible for developing and maintaining automation tools and infrastructure to increase deployment efficiency & better monitoring of field deployment.

- Big Data Analytics
- Cloud Computing
- Center for Cloud Computing and Big Data
- Trainer with Strides (http://strides.co.in/)
- Co-founder, Tutelage (http://tutelage.co.in/)

Solutions Delivery and Support at Guavus Inc.

Managed a team of developers, QA engineers, SAs, and DBAs spanning across the following sub functions: 
- Network Tools: Development and maintenance of tools used by Network Engineering Operations to manage network device configurations, report generation for network load and availability to plan for capacity (network traffic report for peers and customers, KPI reports on intra and inter network links), modeling and storing network data in NMS and Network CMDB.  
- Provisioning Tools: Development & QA of asset management and financial workflows using HP PPM. Asset management workflows are used for procurement of hardware and to support processes like installation, movement, and decommission of services and assets. Asset management workflows are also enhanced to support warehouse-size installs of server racks used in the Cloud infrastructure. Financial workflows are used for funds disbursement to vendors, domestic reimbursements, and other financial tracking for services and software. 
- Configuration Systems Tools: Development and QA of Change management application on Remedy used for change, incident, problem management. Development of centralized logging and data collection for all AOL systems (hosts, network devices, etc.). Host configuration management (HCM) to standardize AOL’s host management process.

- Developed software for tasks associated with developing and debugging Oracle RDBMS and dependant/related components. 
- Conducted integration and regression tests created by the Quality Engineering group.
- Interacted with base development teams about changes/problems in the code/product functionality and to ensure quality and consistency across platforms.

- Worked on the design and development of a Continuous Monitoring (CMON) – a general-purpose continuous IP backbone traffic collection and analysis platform. The code was written in C on a Linux platform. 
- Worked on the problem of locating strategic network locations based on passive network measurements for deploying monitoring infrastructure.

- Engineered the Automatic Recall Announcement System as applicable to the DMS100 Supernode Switch 
- Developed a new Tone and Ringing scheme as applicable to the DMS100 Supernode Switch.

Manish Raj Sharma🇮🇳

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