Lead-IT Operations
Synechron Technologies
Total years of experience :17 years, 5 Months
• Manage and increase the effectiveness and efficiency of Support Services, through improvements to various function as well as coordination and communication between support team and Stakeholders
• Coordinate and design an Incident Management Process for a US based client, Change reflects and records of issues in the SDLC methodologies.
• Scheduling weekly meetings with the stakeholders and support team to discuss on the project progress
• Maintaining the Vendor Management to track the SLA for the vendor services, presenting findings to stakeholders and higher management.
• Consolidate data to create accurate Reports using Excel for Monthly comparison and Analyst Performance and providing regular status reporting to leadership
• Working with knowledge about the configuration and any Change Request, which will enable to identify the cause of incidents quickly
• Creating the procedures and specifications to follow the execution of projects in the organization, and specify product requirements for operational success
• Ensure that team adhere to clients’ specifications in the course of production to guarantee client satisfaction
• Improvise monitoring and ability to interpret the reports, perform RCA and to identify Incidents before they have an impact.
• Assign tasks to team members in such a way that the more pressing tasks are completed first.
• Managing, updating and maintaining the Internal Ticketing Tool, Zendesk.
o Managing Users, Computers and Groups in Win Server 2003
o Creating User Accounts, Distribution lists and Mailboxes
o User Account Administrative tasks
o Renaming and Moving user accounts to respective OU’s
o Creating Mailboxes and Exchange email accounts in Exchange 2010.
o Handling and Managing MS Lync Account and troubleshooting issues.
o Handling Exchange Active Sync (EAS) for Iphone and Android users
o Creating and managing users profiles on Blackberry Enterprise Server (BES)
o Managing user sessions on Citrix Xenapp server 5.
o Creating and Managing RSA Secure ID soft tokens for Citrix and o o VPN access and troubleshooting issues related to the same.
o Troubleshooting MS Outlook issues.
o Microsoft SharePoint Installation \[CRM\].
o Creating Users accounts in Axapta (DAX 2009)
o Providing a single point of contact for all users to report problems and assist to raise service request.
o Creating Tickets in UniCentre Service Desk Manager and assigning to concerned teams.
Achievement: - • Spot Award in April for Best Survey Numbers.
• Surpass Award Quarter II, for Client Appreciations.
MphasiS an HP Company
Worked with MphasiS from 8 July 2010 till 25 March 2011, for ITO-Service Desk as Sr TSA Level 2. Worked there for multiple Queues at a time, was skilled for 7 different queues.
Job Responsibilities: -
o Creating and Managing RSA Secure ID soft tokens for Citrix and VPN access and troubleshooting issues related to the same.
o Troubleshooting MS Outlook issues.
o Providing a single point of contact for all users to report problems and assist to raise service request,
o Creating Tickets in Remedy and assigning to concerned teams.
• Worked with Wipro BPO Solution Pune and Delhi from 29 Dec 2006, till 02 July 2010. During my entire tenure in Wipro have worked for Dell Technical Support Pune and was transferred to Delhi on my performance basis. After Dell have worked for Kodak All-in-One Printers Wipro, Delhi. Took self-transfer to Pune and was aligned with Capital-One process Credit Card. Resigned in July 2010
WIPRO BPO SOLUTION
• Dell Technical Support Pune and Delhi
We used to troubleshoot computers on call. Irrespective of the issue, either it may be hardware or software. Know how to help user with opening the computer tower when they don't know what computer is. Also used to re-install OS on call, complete with drivers installation. Good with Internet issue.
Achievements: - Used to be in the Top Ten Agents for CSAT and FCR. My team was the Best of breeds for the entire quarter.
• Kodak All-in-One Printers Delhi
I was in the pilot batch of this process, already had worked with technical process. In Kodak All-in-One Printers we used to troubleshoot Printers like installation, wireless settings, software issue, and printer not detected. We used to check the services.msc for the installation. Hardware troubleshooting like paper-jam, ink low, blank prints, and no power on the printer. I was in the multi-tasking team that used to take call, reply email, and answer chat. Also was trained on Australian and New Zealand calls.
•Capital One Credit Card Pune
After coming back to Wipro Pune in Oct 2009, I was put into Capital One process that is a credit card company in US. It was a non-voice process and has worked here for the Escalation queue. In which we used to take care of the disputes that were raised by the costumers. I worked here till July 2010.
B.Sc. Computer Science April 2008 Ahmednagar Collage Ahmednagar. • Computers Windows Server 2003, Windows 7/Vista/XP MS Office 2003/2007/2010.
H.S.C April 2002 Bhonsala Military School Nashik.
S.S.C March 2000 Sacred Heart Convent High School. Ahmednagar.