Gaurav Agarwal

Lead and Drive delivery of the Pre-Sales Team.
Enable Professional Services Scope and solution for the Americas/LATAM/ APJ and ANZ Interface with Pre-Sales, Account Teams, SME’s, Solution Principals, Solution Architects ,Delivery Managers ,Customer, Vendor and all Dell EMC personnel associated with the Offering and service business opportunities.

• Lead a team of Proposal Consultants with primary focus on identifying, scoping and solutioning Services offerings to develop Statement of work (SOW) for complex Custom Engagements.
• Act as primary interface to the assigned Quote. Interfaces with Pre-Sales, Solutions Principal or/and Customer, vendor and all EMC personnel associated with the Offering. 
• Acts as SQC representative for a Division or Country. 
• Responsible for managing the full life cycle of Quotes, from requirements gathering through to Pre-Sales or Solutions Principal Offering deliverable. 
• Covering multi-practice proposals of any level of complexity. Responsible for creating a Project Summary based on the request, a Level of Effort (LOE) and SOW. 
• Define solid, workable solutions and provides resolutions to diverse range of complex business problems. Uses LOE estimation tools to produce estimates. Understand resource types and adjust estimates for local skills. 
• Participate in reviews with account teams. 
• Ensure delivery and release of the detailed SOW developed for Pre-Sales, Solutions Principal and the Customer, based upon customer requirements and system architecture communicated by Pre-Sales or Solutions Principal. Edit and apply local customization's as required. Work with the Consultants and Project Managers to assist in the document finalization. 
• Qualify the level of risk of each deal and ensures LOE and SOW Reviews are scheduled and completed as required by the Solution and Deal Review process. 
• Maintain repositories according to process and procedures. 
• Organizes internal Development and Training. Prepare, maintain and submit clear & concise activity/progress and time Reports in accordance with published procedures. Communicates status updates to Management and Stakeholders.
• Participate to and is measured on Total Customer Experience (TCE) by producing high quality SOW and estimates  

• Managing entire PDLC (Project Delivery Life Cycle)
• Work on the Project to Decommission/Build the server.
• Establish and execute a project communication plan.
• Develop and manage work breakdown structure (WBS).
• Prepare project status reports by collecting, analyzing, and summarizing information and trends.
• Monitor or track project milestones and deliverables.
• Submit project deliverables, ensuring adherence to quality standards.
• Work with the change Management/Incident Management team to track the changes/ incidents for the projects.
• Interaction with Solution Architect’s on a daily basis to discuss the Project status
• Interaction with the Stake Holder’s with the Project update, internal discussion with the team to track the project status.
• Project Report generation task.
• Training new Project Managers.
• Leading a team of 5 Project Manager.
• Monitor the performance of project team members, providing and documenting performance feedback.

• L2 Desk Analyst  : Assist L1 Agents over Phone, Work on Escalation Calls, Tickets, and Emails, Work with Impact Assessment Team 24\7 to ensure availability of resources to all AMEX Employees world wide, Administer & Troubleshoot Mainframe base application and printers,Initiate Bridge calls in case of system outages. Work on CMR’s, Monitor Blackberry Servers, CITRIX Troubleshooting  and configuration, ADS Troubleshooting and Administration, Troubleshoot 2nd level Lotus Notes and Desktop Issues, CMS Monitoring to ensure 100 % staffing and availability to meet client SLA’s, Mentoring and Training new joinees, Mentor short and long term projects associated with the Account (i.e. Zero Defect, FCE, AHT..etc). Also, when required work as first point of contact for AMEX Employees, Report, Re-direct and Close Incidents. Administer & Troubleshoot Mainframe base application and printers, ADS troubleshooting and Administration, Troubleshoot 1st level Lotus Notes and Desktop Issues.
•  Quality Analyst : Monitor calls to Ensure Quality Customer Service, Best and appropriate Resolution on call and Quality Call Documentation by L1 Technicians. Handle Escalation calls. Maintain site SLA by frequent Analysis, resolution related coaching and feedback.