Education and Certifications
• B.Com
• ITIL V3 Foundation
• DCA (Diploma in Computer Application)
Technical Skills
Operating Systems Windows 2000, XP, Vista, Windows 7 and UNIX
Technical Tool • TWS Maestro (Tivoli Workload Scheduler). • BMC Patrol
• Service-Now. • SAP Transactions
• On-Target (Ticketing Tool). • Service Center
• Cisco Any connect. • Rave (EDC Tool)
• Live Person (Chat Support Tool). • VMS Watchdog
• Bomgar (Remote Support Tool). • Toad.
Professional – Project Experience
Recent employer’s name: Cognizant Technology Solutions (18th May 2011 – 12th June 2014 )
Designation : Systems Executive Operational Role : Service Desk Team Lead
Last Project : Xerox Business Services Team Strength : 18
Duration Dec 2013 – June 2014
Technology Service Desk – IT IS
Roles & Responsibilities
• Lead and manage the team of IT Service Desk Analysts who provides 1stlevel and 2nd line support via Emails, Chat, Telephone, and Web using remote desktop tools.
• Monitor the effectiveness of incident management process and make recommendations for improvement.
• Take ownership of high severity Incident, engage and co-ordinate the support groups to ensure faster resolution.
• Coordinate activities between multiple support groups to ensure adherence to extant Service Level Agreements where other groups are needed to resolve a single Service Desk incident.
• Check for the new process update and share the same with team for proper adherence.
• Take ownership on process escalation and handle it promptly.
• Organize and participate in Service Delivery Review Meetings.
• Promptly escalate issues, which affect product delivery and quality that are beyond scope of influence and report same to reporting manager.
• Update regular associates RAG status and discuss the Red cases on the immediate basis with the project manager to help the manager in the management attrition.
• Help PM in the annual and mid-year appraisal process as wells as in the monthly project management review.
• Generate, send Management and client specific reports.
• Conduct Ticket, Email and Call audits to examine the quality and perfectness of services delivered.
• Follow up on the open Tickets handled by team and get it to on time closure.
• Develop, update and maintain process documents and knowledge base articles.
• Train and Mentor the team members in process skills and knowledge.
• Conduct Shift Huddle to reinforce teamwork and allow perfect communication of essential information which cannot be left to chance.
• Schedule shifts effectively to ensure enough coverage and to handle the high volume of work
Achievements:
• Successfully transitioned the pilot process provided KT to 35 Team members in Onsite and Offshore.
Second Project : Centrica PLC (British Gas)
Operational Role : Service Desk Team Lead Team Strength : 25
Duration July 2012 – Nov 2013
Technology Service Desk – IT IS
Roles & Responsibilities
• Ensures proper functioning of all Centrica’s application by monitoring and resolving failures through process related technical tools.
• Identifying the failed jobs in TWS and routing to the respective application team to fix the same.
• Raising the Incident tickets, coordinate with Technical team and corresponding SPOC to fix the issue.
• Determine the criticality of an issue; raise a Priority (P1 and P2 Incidents) to Incident Management team and Co-ordinate with them to resume the failed service back in form faster.
• Intimating to the Business stakeholders once the issue is resolved.
• Raising ITASK to Third Party support team (HP, Fujitsu and TSL) for server related issues and continuously follow up with them for prompt resolution.
• Actively promotes continuous service & process improvement by raising CSI with respective application team.
• Intensively working with SAP team to ensure SAP issues are dealt efficiently.
• Submit the review and assessment report on Change Plans to Release Manager.
• Attend Change plan review call with Implementation team along with Release managers and all other support teams to provide valid inputs for ensuring a successful implementation of change.
• Implement the Change Task on the said time and order.
• Inform the Release manager after performing each and every Task.
• Perform job manipulations in TWS Maestro as per request received from support teams in form of MSR, CTASK and ITASK.
• Provide training to the fellow associates and new joiners on process.
Achievements:
• Completed successful KT from Onsite (UK) to Offshore Team and hence a successful Transition
• Played a vital role in Pilot and guided support to move the process Go Live.
• Provided efficient training to over 20 fellow members.
First Project : AstraZeneca UK Limited
Operational Role : Service Desk Team Lead Team Strength : 15
Duration 18/05/2011 – 31/06/2012
Technology Service Desk – IT IS
Roles & Responsibilities
• Handle the whole team in all the three locations (Chennai, Shanghai and Budapest).
• Manage the performance of services to users (24 x 7, 365 days per year), ensure that service levels are achieved in line with contracts and that customers expectations are met or exceeded.
• Ultimate responsibility for ownership of all user’s incidents or logged service requests.
• Track the incidents to conclusion in line with SLAs and quality standards.
• Manage critical user incidents, associated to customer communication, activities and any appropriate escalations.
• Provide information about incidents analysis and KPIs.
• Build services relationship with customers and conduct service reviews for key customers.
• Review performance reports, service improvements, service quality and processes.
• Provide management and performance reports.
• Manage and collaborate with third party suppliers and ensure that their performance and provision of services and quality are in line with Client expectations.
• Identify and implement improvements to the Service Desk incident logging system in order to provide a more effective and efficient service to customers.
• Ensure that the Service Desk is fully using appropriate knowledge management tools and practices in order to provide a more effective and efficient service to users.
• Contribute to the success of the business and assist in improving the overall customers experience within the team.
• Meet goals and KPIs as set by the line manager.
• Ensure that team’s KPIs are monitored; actions are taken, evaluated accordingly and delegated properly.
• Review aspects for improvement with own practices and processes and ensure that communication takes place across the whole area of responsibility.
• Mentor and train the team in process knowledge and updates.
Achievements:
• Completed successful KT and hence a successful Transition
• Provided a major contribution to achieve Go Live.
• Got certified as a Trainer from Client by completing and presenting defined Train the Trainer module.
Previous employer’s name: SUTHERLAND GLOBAL SERVICES
Project Name : Symantec Antivirus
Duration Mar 2010 – Apr 2011
Technology Inbound Technical Helpdesk – BPO (Technical Support Executive.)
Role
• Responsible for answering/placing cus¬tomer ser¬vice calls and abide by the pre¬scribed norms.
• Dispatch esca¬lated issues as appro¬pri¬ate.
• Selling the appropriate services for the customer’s issue.
• Maintain high level of quality, technical exper¬tise and soft-skills.
• Aptly trained and updated in indus¬try spe¬cific tech¬nol¬ogy and in client’s processes, applications/util¬i¬ties and prod¬ucts.
• Achieving the key met¬rics and tar¬gets.
• Providing soft skill training to new hires.
Achievements:
• Won BRAVO awards thrice for call quality and for achieving highest sales.
• Topped the stack in all the roles performed (Resolution Expert, Resolution Specialist, Escalation Handler, Sales Specialist).
• Met the target on Customer Satisfaction for four consecutive quarters and stood first in the program.
• Involved and succeeded in short term projects like AHT reduction and quality improvement in call documentation process.
Previous employer’s name: ICON TECHNOLOGIES
Project Name : Bell Canada and Bank of America
Duration Oct 2007 – Aug 2009
Technology Outbound Cold Calling – BPO (Customer Support Executive.)
Role • Making Outbound calls to Canadian prospects to sell the products of Bell Canada.
• Doing Background check and verifying the employment of customers who applies for the loan with Bank of America
• Achieving targets and increasing sales of the team.
• Taking escalations from subordinates.
• Generating sales reports on the total sales made by the team and validates the same.
• Achieve sales from unsatisfied customers.
• Training fresher’s on the process and the call handlings.
Achievements:
• Won the award “TEAM OF QUALITY” from US client.
• Done the maximum number of verification on BOA customer and thus helped completing the project before the agreed time.
