Asif Syed Hussain

 ASIF SYED HUSSAIN STRATEGIC PROJECT MANAGER| PMP® CERTIFIED - - Hyderabad, India http://www.linkedin.con/in/asifshussain/ PROFILE SUMMARY Results-driven IT Project Manager with over 22 years of experience in project and program management, vendor relations, and technical operations. Adept at leading cross-functional teams, streamlining workflows, and optimizing service delivery. Skilled in managing large enterprise accounts, delivering customer-centric solutions, and facilitating the adoption of emerging technologies. Expertise in transitioning operations, cost reduction, and implementing strategic business solutions. Proven success in achieving high customer satisfaction, improving time-to-resolution (TTR), and driving operational efficiencies. AWARDS & ACCOLADES “Game Changer” Award | 2023 DELL TECHNOLOGIES, Hyderabad, India GOLD Appreciation Award | 2018 DELL TECHNOLOGIES, Hyderabad, India GOLD Appreciation Award | 2015 DELL TECHNOLOGIES, Bangalore, India EDUCATION CREDENTIALS Bachelor of Engineering Osmania University, Hyderabad, India | 2002 CERTIFICATIONS Project Management Professional (PMP®) 2025 TECHNICAL SKILLS Project Management Tools: Jira, Trello, Microsoft Project CRM & Service Management: Salesforce, ServiceNow Data Analysis: Power BI, Tableau, Excel (Advanced) IT Operations & Support: ITIL Framework, Remote Desktop Management Cloud & Infrastructure: AWS, Azure, Virtualization PERSONAL DOSSIER Languages: English, Hindi Nationality: Indian CORE COMPETENCIES_____________________________ Project Management Program Management Vendor Management Resource Allocation Customer Success Enablement Customer Relationship Management Stakeholder Management Agile & Waterfall Methodologies Project Lifecycle Execution Performance Monitoring Service Delivery & Operations Service Level Improvement Escalation Management Cost Optimization Process Automation Client Relationship Management Workflow Optimization Technical Leadership Process Improvement & Cost Reduction Data-Driven Decision Making Cross-functional Collaboration EMPLOYMENT OUTLINE____________________________ Consultant – Project/Program Management & Partner Vendor Manager DELL TECHNOLOGIES – Hyderabad, India | Jun. 2023 – Sept. 2024 Key Deliverables: Strategic Transition Management: Led the transition of 8 DELLEMC products to a third-party vendor, ensuring seamless business-as-usual (BAU) operations and customer satisfaction. Cost Reduction & Efficiency Gains: Spearheaded automation initiatives, reducing vendor billing by $250K quarterly and achieving an additional $500K annual savings through a shift-left transition strategy. Performance Improvement: Reduced Time to Resolution (TTR) from 18.3 to 14.5 days, leading to a 20% cost reduction and a 7% improvement in customer satisfaction (CSAT). Vendor Performance Management: Developed a Process in Distress (PID) framework, improving vendor performance by 5% in CSAT and cutting TTR by 18%, resulting in $100K quarterly savings. Dashboard Development: Designed a dynamic Salesforce Lightning dashboard to track Next Customer Contact (NCC) compliance, reducing misses by 60%. Performance Management: Achieved best management performance across all geographies by leveraging data-driven decision-making to ensure the highest customer satisfaction, 100% employee engagement, and lowest aged backlog. Strategic Account Manager DELL TECHNOLOGIES – Hyderabad, India | Mar. 2016 – Jun. 2023 DTS Account Management: Skilled in managing large enterprise accounts, delivering customer-centric solutions, and facilitating the adoption of emerging technologies. Delivered monthly and quarterly ROI and TCO reports, facilitated smooth adoption of new technologies, and optimized system performance through best practices and technical recommendations. Customer Advocacy: Acted as SPOC and trusted advisor, driving collaboration across stakeholders, resolving escalations proactively, and ensuring exceptional customer support and service delivery. Customer Success Planning: Formulate a customer success plan by partnering with customer contacts at all levels and internally with all stakeholders to execute every goal documented. Customer Onboarding: Guided new customers through Dell Support services, ensuring they fully understood their entitlements and how to leverage them effectively. Provided education on SLA/SLOs and addressed product gaps to ensure seamless integration and maximize service utilization. Renewals: Protect renewals or Annual recurring revenues by driving product activations & adoptions to increase product feasibility and demonstrate ROI. Risk Management: Identify account risks and partner with internal stakeholders on developing and closing robust “Get Well” plans. Technical Support Manager DELL TECHNOLOGIES, Bangalore, India | Mar. 2014 – Mar. 2016 Operational Excellence: Deliver top-tier customer satisfaction, 98% employee satisfaction, and superior backlog management through data-driven strategies, proactive leadership, and continuous process optimization. SLO & Stakeholder Management: Ensured collaboration across multiple technology teams, optimizing service delivery. Escalation Management: Resolved complex customer issues through efficient case backlog management and technical troubleshooting. Process Improvement: Implemented strategic initiatives to reduce resolution time, increasing CSAT levels and operational efficiency. Employee Engagement: Developed training programs to enhance technical expertise, professional growth, and team retention. Academic Leadership: Supervised university-level examinations as Senior Supervisor. Technical Team Leadership: Managed a team of 20 AVAMAR (Data Protection Suite) professionals, ensuring top-tier technical support and service excellence. PRIOR WORK HISTORY____________________________ Operations Manager – Technical Support SITEL Ltd., Hyderabad, India | Nov. 2006 – Mar. 2014 Led program delivery by tracking metrics, reporting progress, and mitigating risks effectively. Strengthened partnerships with key stakeholders, fostering trust and long-term collaboration. Developed frameworks for data analysis, resulting in streamlined processes and improved performance. Team Leader – Technical Support KNOAH Solutions, Hyderabad, India | Dec. 2003 – Nov. 2006 Supervised a 15-member team to maintain performance levels and aligned resource allocation to client needs. Enhanced client relationships through proactive issue resolution, improving satisfaction scores and project outcomes.