Pravin Katare

Experience

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  Nelco Limited

  Jun 2009 - Jul 2010

  Help Desk Analyst

  •Core job is to provide complete Hardware and Network support on site.•Providing helpdesk support and troubleshooting, resolving calls of end user•Providing telephonic support and provide remote assistance to users.•Experience in troubleshooting user and network related problem such as login problem, installation of operating systems, client customized configuration, Mail client installation, and other installations.•Troubleshooting remote site user’s problems through Telephonic conversation or through Remote Assistance.•Problem-solving of desktop, workstation networking and printers related issues.•Installation of various operating systems like Windows 98, Windows 2000 Professional, Windows XP & Windows 7 and Windows vista•Updating windows& weekly Antivirus updates•Tested systems to ensure the elimination of bugs or viruses.•Installation of all Standard software and other software•Installation and troubleshooting of different types of local Printers and Scanners•Handling LAN includes Cabling, crimping, IP Technology•Assembling of the PC Troubleshooting•Upgrading the operating system•Handling antivirus server•Maintaining laptop and desktop inventory Show less

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  Dixit Infotech Services Pvt. Ltd.

  Nov 2010 - Feb 2011

  Customer Support Engineer

  •Adherence to escalation process both internal & customer escalation•Call management ticketing and Call logging.•Provide Tier 1 service or phone support to IT users for basic software and hardware of end-user computing and desktop-based LAN systems.•Troubleshoot problems to resolution or escalate to Tier 2 support when necessary.•Attend and respond to customers’ calls relating to their technical problems and queries. Installing and troubleshooting Windows Operating system•Resolved Problem through remotely through Remote Tools E.g., MSTSC, Dame ware Team Viewer. Maintaining all Reports Data. SLA.•Need to co-ordinate with the Projects Team and Engineers to get the escalation resolved to the satisfaction of the customer.•As an important member of the Service Delivery Team, the responsibility for IT Service delivery at large customer sites will lie with them. Show less

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  Magna Infotech - A Quess Company

  Feb 2011 - Mar 2015

  Change Coordinator

  •Performed preliminary analysis of Change Requests and Incident to initiate the process.•Always ensured strict adherence to the change and Incident management protocol.•Managed the Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) related to change management.•Represented the change management function during Service Review/Customer calls. Collaborated with Requesters, Implementers, and Approvers to ensure procedural compliance, address rejection issues, and resolve scheduling conflicts. Coordinated change implementations and verified the completion of post-activation.•documentation, following established protocols.•Maintained the Change log with real-time updates on progress. Documented and disseminated meeting notes from change control discussions, facilitating communication of changes to relevant technology and user groups. Concluded Change Requests and contributed to Post-Implementation Review (PIR) assessments within the Change Advisory Board meetings.•program / process planning & implementation from scope management to activity sequencing, effort & cost estimation, pre-sales activities, risk analysis to quality management in line with the guidelines & norms.•Supervised the incidents/problems raised & provided immediate resolution for service incidents & queries within the agreed service levels; received regular appreciation within the organization. Show less

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  Atos

  Apr 2015 - now

  Process Manager

  •Spearheading the role of Process Manager for all ITIL Processes (Change, Release, Problem Management), directing comprehensive and solution implementation for enhanced operational efficiency, designing, defining & governing processes•Executing the process, including Incident, Change, Release, Problem and Service Level Management •Orchestrating Resource Management, optimizing allocation, and utilization of key assets to drive productivity and cost-effectiveness.•Taking full ownership of ensuring strict adherence to ITIL processes, meeting all SLAs/OLAs•Acting as an escalation point to promptly resolve process issues & ensure smooth operations.•Managing cross-functional teams and stakeholders to overcome any obstacles and ensure customer satisfaction.•Delivering regular feedback to the Global Process Lead, contributing to continuous improvement initiatives•Governing the resolution of process issues involving internal support groups, vendors, suppliers, and customers•Execute the change management process ensuring that there is no disruption or degradation of service during the life cycle of the change.•Plan, coordinate, and manage release schedules for software applications and systems.•Define and implement software release processes, procedures, and best practices.•Collaborate with developers, testers, and other team members to ensure smooth software releases.•Include reporting on Problem management, Incident management, Change Management, and weekly initiatives as part of the service plan.•Work with Customer to plan and schedule tactical business and technology events, such as software patching, maintenance, or Minor releases that impact the Managed Services, in a manner calculated to minimize disruption to customer's business.•Monitor compliance to existing change management process; ensure correct approval process is followed for both regular and emergency changes, follow-up non-compliant changes made outside the change management process. Show less