Dron Joshi

Experience

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  IYogi

  Oct 2013 - Dec 2013

  Trainee

  Learning problem solving techniques to fix problems on Windows Microsoft applications and other 3rd party products/application.

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  HCL Technologies

  Jan 2014 - Feb 2015

  JUNIOR PRODUCT SUPPORT ENGINEER

  Troubleshoot and resolve problems with the product any lookout for queries to provide better assistance.

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  Convergys

  Apr 2015 - Jun 2016

  Senior Technical Support Officer

  Troubleshoot and resolve problems with the Product and lookingout for queries to provide better assistance. optimization, performance enhancement etc.

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  Genpact Headstrong Capital Markets

  Jul 2016 - Oct 2020

  In my Incident Problem Change Manager/Team Lead (DC-Ops) role, I honed my abilities in providing support and Perform incident management and provide regular incident and change notifications (planned & unplanned) and relevant details regarding incident resolution to respective managers. Incident processing and root cause analysis, providing a solid foundation for the Incident Manager position. My communication strength, people-centric nature and eagerness to please have afforded me excellent critical thinking skills along with managing data Center Operations Team, staffing, new recruits training and sharing Monthly/Weekly KPI data with Client and hosting weekly discussions on Data center Policy, Maintaining SOP documents, Inventory details and placing and reviewing P.O.’s for Data Center. Show less Incident Manager Role:⮚ Performed as IT-security Admin and Incident / problem determination and resolution on a 24x7 basis, Problem management, Change management, Configuration management, and taking initiatives in resolving queries within the agreed service levels for P1, P2 Incident. ⮚ Perform Service Change Requests based on Standard Operating Procedures.⮚ Work with managers in planning, developing and executing change initiatives across the organizations.⮚ Shared technical updates with the team via email/huddles/ training and Handling MOM.⮚ Deliver specific plans to mitigate business risks and concerns.⮚ Perform change readiness assessment to determine feasibility of implementation and present the results to business units.⮚ Support Managers in relation to execute management plans including communications, training, stakeholder engagement and impact analysis.⮚ Contacting over Emails and Phone calls and taking follow up concise communication skills that will be of benefit to any operation and help in making an RCA report.IT- Security role:Optimization, performance enhancement with software deployment and to fix issue that user face on a remote location or while using/access content on remote server, Microsoft CRM dynamics admin, maintaining user's privilege to access to requested applications.have worked on SCCM, CRM, ACTIVE DIRECTORY, MS-EAC, Service Now(Snow).have been given tasks to validate SOP's and created new ones. Show less

  • Incident Problem Change Manager/Team Lead (DC-Ops)

    Jul 2017 - Oct 2020

  • IT-Security /Incident Management

    Jul 2016 - Jul 2017
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  NTT DATA GLOBAL DELIVERY SERVICES PRIVATE LIMITED

  Apr 2021 - now

  • Account Service Senior Specialist

    Apr 2021 - now

  • Account Services Specialist

    Apr 2021 - now