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Company: dinCloud, Los Angeles, CA
Entry Submitted By: MRB Public Relations
Company Description: dinCloud helps organizations rapidly migrate to the cloud through Business Provisioning. Customers can control their own private, virtual data center through a web-based application. This includes hosted virtual desktops and servers, and NetApp cloud replication services. Fitting a range of business models, dinCloud’s services result in reduced cost, enhanced security, control and productivity.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Front-Line Customer Service Professional of the Year - Technology Industries

Nomination Title: Kashif Rasheed, Operations Manager, Global Service Desk

Tell the story about what this nominee achieved since the beginning of July 2012 (up to 525 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

Kashif Rasheed is a high-energy, goal driven individual who has created a dynamic services organization capable of consistently delivering high-quality services and creating customer loyalty and excitement at dinCloud, a cloud services provider. As operations manager for the company’s Global Service Desk (GSD), Kashif supervises and manages all help desk staff and projects (customer specific, managed services, etc.). Additionally, as Implementation Manager, he designs and builds a customer’s virtual environment, then works with the customer’s IT staff to implement the technology. Kashif ensures quality execution throughout these service touch points, including implementation services (with superior white glove treatment during the onboarding process), training, education and ongoing account management.

Kashif brings a great deal of value to dinCloud’s customer service division with his multi-faceted talent and unmatched dedication. His colleagues, partners, and customers have all achieved a great deal more in their day-to-day business activities because of his involvement and the personalized touch he provides. Kashif always goes the extra mile. For example, this past year, dinCloud was planning a rollout of its Hosted Virtual Desktops (HVDs) in Los Angeles at the same time a client purchased new physical desktop systems. To address a shortage of resources, Kashif took technicians onsite, setting up hardware and software for 80 systems in just two days. Kashif also worked nights on the hosted desktop configurations.

Over the last year, Kashif earned four certifications: ITIL (ITIL V3 Foundation), MCITP and MCSE (Microsoft) and VCP (VMware). He was also awarded the “Continuous Support Award” from En Pointe Technologies (a dinCloud reseller) at its National Sales Meeting.

Customers dubbed dinCloud’s help desk, the “Kashif Care Program”. A colleague said, “Kashif combines the Boy Scouts law (A Scout is trustworthy, loyal, helpful, friendly, courteous, kind, obedient, cheerful, thrifty, brave, clean, and reverent), with the USPS creed: (Neither snow, nor rain, nor heat, nor gloom of night stays these couriers from the swift completion of their appointed rounds), with the availability of 7-Eleven.”

dinCloud remains proactive in its approach to customer service. Customers receive a monthly report detailing how many help desk tickets were opened/closed and which issues are still open/pending. Kashif holds quarterly calls with EACH customer to review open tickets, resolve outstanding issues, and more importantly, help the end user resolve future problems on their own. Additionally, Kashif holds daily meetings with his team to discuss the status of any tickets generated that day. When the company started a few years ago, its first call resolution ranged from 25-30%. Today, that number has grown to 80% (almost all customer issues are handled successfully on the first call).

At the close of each ticket, customers are sent an optional survey. On average, dinCloud scores 4.3 out of 5 and has a near perfect customer retention rate. They credit much of this to Kashif and its help desk operations and customer support program.

Provide a brief (up to 125 words) biography about the nominee:

As operations manager for the Global Service Desk (GSD), Kashif supervises and manages all help desk staff and projects (customer specific, managed services, etc.). This includes customer specific projects and those relevant to managed services (managing employees’ Exchange Server, Active Directory, additional application servers, etc.). Additionally, he is the Implementation Manager, responsible for designing and building a customer’s virtual environment, and working with the customer’s IT staff throughout implementation. Kashif holds many certifications including: A+, N+, MCP, MCSE, MCITP, CLA, CLE, andVCP4, and has a Master’s Degree in Computer Science.