Dec 2008 - Dec 2014
Technical Support Analyst
Pune-MH Technical Support Analyst Providing technical support on desktops, notebooks and printers and all connectivity issues. Attained recognition for highest FTF and was certified as Customer Hero for the month of May 06 and June 06.
Bangalore-KA Technical Solutions Rep II First level Service Desk Analyst supporting desktops, laptops, Applications and Wide Computer Networks. Certified as Best Analyst for Dec 07 and awarded for achieving 0% DSAT for entire fiscal Tenure.
Rep III Level-2 Specialist Ms Exchange and Erws
Bangalore-KA Technical solutions Rep III(Level-2 Specialist MS exchange and ERWS) Level 2 analyst for Enhanced Remote Connectivity and MS exchange and related services. Extra Miler Award for Stack ranking 1 for consecutive 7 months as a L2 along with training and mentoring new L2s. Created the Training and Operations Manual for L2 connectivity team.
Bangalore-KA Team Leader-IT Operations and Triage Services Handling a core operations Team comprising of 2 subject Matter Experts and 24 Analysts for the Service Desk. Daily client coordination in terms of reports and as well as handling issues pointed out by client. Accountable for Voice, non-voice and Triage Services for NL. Controlled, bifurcated and reduced negative incidents and acted as a Single point of contact for Complaints, Escalations and Feedback. Chaired the Monthly review calls for All Remote Support Teams with clients. Initiated a Continuous Service Improvement bi-weekly call to enhance and increase scope of Support. Successful transitioning and setup of 3 projects from Client services to Support Services without any Downtime. Conceptualized and implemented the framework for OOH Support resulting in change of Support Hours and Headcount, with sustained Blue service ensuring change in Scope/OLA. Maximized Team Performance by monitoring and mentoring for Call/Chat/Web-tickets. Coaching and bi-weekly Performance feedback to bridge any gaps to enable Optimum performance, Goal card discussion for the Month And Yearly Appraisal Data discussion. Initiated POGO Corner to build, strengthen and nourish Employee engagement and retention and Fun Forum for Effective feedback for improving the Morale of the Desk.
Magna InfoTech Pvt ltd
deployed at JP Morgan and Chase), Bangalore-KA-April13 Supervisor-Global Service Desk Actively involved in hiring, training and subsequent performance management of 1st line support engineers for the Service Desk. Span of control-25 agents with 1 subject matter expert. Ownership for Voice, Email, and Chat Support services. Complaints and escalation management from external as well as internal support functions. Team mentoring including one on ones and call/tickets as well as chat audits. Performance review and extra miller engagement for tenured agents. SPOC for Team building activities for employee engagement.
Technical Support Engineer
Technical Solutions II
Technical Support Engineer Jan 2006-July 2006 PROFESSIONAL EXPERIENCE
Level 2 Specialist
Level 2 Specialist Hewlett Packard Ltd
JP Morgan(Via Magna InfoTech)
Supervisor-IT operations Team Leader-Service Desk Hewlett Packard Ltd Apr 2010-Dec 2012
LEAD /SUPERVISOR-IT OPERATIONS Consistent, proactive and result oriented professional with 7+ years of expertise in leadership for effective service delivery and first line Support. Genuine team player with keen understanding of Service provider-client dynamics. Committed to managing Operations flawlessly while contributing to continuous service improvements. Cross functional communicator with easy interfaces with Clients, Vendors and endemic teams. DEMONSTRATED CORE COMPETENCIES Effective Service Delivery Client relationship Management Operations Management Retention and Engagement Service Lifecycle ownership Capacity Management CAREER SUMMARY
Nov 2012 - May 2013
Supervisor - IT Operations
JP Morgan and Chase
Service Delivery, Service Enhancement, Project Management.
My key skills are: - Service Delivery Management, Process Management, Performance Management and Continuous Service Improvements/ Enhancements. Certifications : - ITIL V3 Foundation, PRINCE -2 Foundation, PRINCE-2 Practitioner.
Span of Control :25-35 TSA
Team performance management , Enhanced Service Delivery, Continuous Service Improvements.