Specialist Systems
FIS
مجموع سنوات الخبرة :16 years, 5 أشهر
Providing end to end services to clients by consistently reviewing the activities and Service Level requirements.
Managing overall Service Desk Responsibilities.
Shift Scheduling for the team.
Handling Incident Management and working closely with support teams to get major issues fixed.
Working experience on Remedy Application.
TTR Correction Report monthly & quarterly, TTR Individual Count Report for SD + NOC.
Process Improvement, attending Daily incident calls, Monitoring ticket queue for SD, following up on pending incidents for closure.
Leading and Mentoring a team of 5- 8 senior Infrastructure Engineers for supporting Infrastructure Services and improving client satisfaction.
Providing end to end services for our clients by consistently reviewing the activities and Service Level requirements.
Managing overall Service Desk Responsibilities.
Imparting Technical and Process training to the new Recruits to ensure smooth transition of new hires.
Contribution to Project Improvements Initiatives, often serving as SME.
Handling Incident management.
Oversee Team Responsiveness, Metrics and Escalations.
Implemented Quality monitoring and evaluation process including all related metrics and recommended process adjustments.
Interviewing and hiring Eligible Resources for the Open positions.
System Environment includes Active Directory, Exchange Server and SAP HR Platforms.
Working experience on Service Now Application and reporting.
Participation in the Annual Performance Development Review Process.
Lead and Mentor a team a team of 10-15 level 2 technicians to diagnose and troubleshoot any Technical issues related to Printer’s, Router’s, Notebooks, Net-book’s and Desktop’s.
Imparting Technical and Process training to the new Recruits.
Contribution to Project Improvements Initiatives, often serving as SME.
Handling Incident management.
Quality monitoring, evaluation and Providing Feedback to the technicians.
Report to Operations Manager for IT systems escalated issues and resolve them.
Software support for third party software including Microsoft Products.
Supporting Microsoft Software Products as a Senior Support Professional (L2).
Providing support to Microsoft Customers on the issues related to PC-Safety (Virus Removal and issues related to windows updates) and operating systems troubleshooting and installation of Win XP, Vista and Win 7(Windows Setup).
Supporting HP Consumer Products (Notebooks and Net-books) as a Technical Support Professional for any Hardware or Software related problems.
Recruiting Financial Advisors and train them to sell insurance products for Business Development.
Handling a team of 15 to 20 Financial Advisers for Business needs.
Imparting training on Selling Skills.
Bachelor of Engineering with Electrical (Electronics and Power) Engineering from Y.C.C.E, Rashtrasant Tukdoji Maharaj Nagpur University.