Amit. Awaghan

Experience

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  BPL Mobile

  Jan 2006 - Sept 2007

  Customer care
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  VCustomer

  Sept 2006 - Dec 2009

  Sr. Technical Associate

  Configuration of Wireless routers and devices for SOHO.Configuration of Wireless Media Player(WMP54G)Configuration of wireless Print Servers.Configuration of wireless gaming adapters.Bookkeeping using CRM ToolAchieved C-SAT. of 92%.

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  Mphasis

  Dec 2009 - Nov 2010

  Engineer Systems

  Windows AdministratorExposure to tools such as Service Manager 7(SM7), SAP applicationsActive Directory ConsoleCitrix, MainframeMicrosoft Office Suite 2007 & 2010Microsoft Outlook 2007 & 2010Browsers: Internet Explorer 7 & 8, Firefox Mozilla 3.6, Netscape NavigatorBlackberry Server (Blackberry Manager V4.1.5.26)Expertise in troubleshooting Cisco VPN client and SSL VPN

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  Sungard Availability Services

  May 2011 - Jul 2011

  Engineer Systems

  Windows AdministratorQuest Active RolesActive Directory ConsoleLotus Notes / Domino Administrator (Domino 7 & 8)Microsoft Office Suite 2007 & 2010Microsoft Outlook 2007 & 2010Browsers: Internet Explorer 7 & 8, Firefox Mozilla 3.6, Netscape NavigatorBlackberry Server (Blackberry Manager V4.1.5.26)RSA Administrator (RSA Authentication Manager 6.1)McAfee Endpoint Encryption Administrator (McAfee Endpoint Encryption Managerv5.1.7.0)Livelink AdministratorAdmin expertise on Oracle and ADP eTimeExpertise in troubleshooting Cisco VPN client and SSL VPNProject I: Knowledge Base:Currently working on knowledge base creation project as a Coordinator. It includes responsibilities as 1) Tracking new support issues, upgrades, patches installed by IT.2) Keeping logs, of errors, detect root cause and find the resolution 3) Documenting all information in a Knowledge Base with appropriate supplements such as error messages, screen shots and links. Show less

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  Three UK

  Dec 2011 - Jan 2013

  Sr Customer Relations advisor

  Troubleshooting of handset Troubleshooting for NetworkOutage of networkUsing handset as modemKeeping follow up of case raised for L2 team Achieved C-SAT. of 92%

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  Sungard Availability Services

  Jan 2013 - May 2015

  Service Delivery Manager

  Building a personal relationship with key client staffSuccessful service delivery - SLA achievement and high level of customer satisfaction Monitoring overall performance of services Good communication around issues and opportunities – get things done, make things happen Collaborating with senior management on client account management and growth Ensuring operations teams are aware of changes and are prepared Building service reportsPulling in additional resources when needed e.g. specialist teams or people for specific issues / opportunities Removing all obstacles to customer satisfaction and / or financial performance Communicating across organizational boundaries – from engineers through to senior managers Working with the client and operations teams to identify and manage service improvement activities Along with operational managers and technical leads, accountable for and contribute to the overall performance of the managed services division Show less

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  Tata Consultancy Services

  May 2015 - Feb 2022

  Service Delivery Manager

  • Create and Configure Groups in Beyond Insight• Create and Edit Directory Credentials Add an Active Directory Group• Assign Features Permissions• Configure AD FS with Password Safe Using SAML• Configure Two-Factor Authentication for Beyond Insight and• Password Safe Using RADIUS Server• Have worked on multiple Beyond Trust password safe implementations• Worked on this project as a PAM specialties responsibility include implementation of Beyond Trust password safe (Beyond Insight), Communicating with different stake holder for understanding requirement for the implementation of PAM• Onboarding server and privileged accounts to PAM• Configuring approval-based approval workflows, access policy, AD Integration• Working on user access issues in PAM, monitoring the password rotation and usage of PAM• Prepared documentation for current ASIS document for the organization, TOBE document for the PAM implementation, FAQ, Technical configuration document • End user training for PAM access procedure.• Configuring reports for Auditor role• Scheduling scan from the network security scanner Show less

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  Standard Chartered

  Mar 2022 - now

  Service Delivery Manager

  Cultivated effective and positive working relationships with lucrative clients through onboarding, initial training and ongoing support.Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.Coordinated and led internal and external site team meetings.Met with business leaders to better understand IT issues that negatively impacted businesses.Supervised operations of 24-hour customer service desk staffed by 45 team membersMaintained proper staffing levels to guarantee timely and accurate deliveries.Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals. Show less