Roopali Mule

Experience

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  BAJAJ ALLIANZ STAFFING SOLUTION

  Jan 2008 - Dec 2010

  Customer Support Executive

  Handling both inbound /out bound calls Handling queries of the customerBuilding & maintaining healthy business relations with clients & ensuring maximum customer satisfaction.To be an intermediary between the clients & in-house development team. Log Customer Complaints / Issues & Resolve the Same Directly or In Consultation with the Relevant Department Heads

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  Alp Management Consultants Pvt Ltd

  May 2010 - Dec 2010

  Help Desk Coordinator

  Handling Ticketing SoftwareManaging daily SLA reportsHandled the responsibilities of responding to incoming calls in the help desk Opening the ticket and generating the ticket report.Taking the technical calls and solving remotelyDoing Installation of engineering Microsoft software’s and other small software’Generating Daily Reports & MIS reports, Monitoring SLA’sTaking the technical calls and solving remotelyPreparing the SOP’sTaking care of Vendor Hardware call Show less

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  Network Solutions Pvt. Ltd. - An IBM Company

  Dec 2010 - Apr 2015

  Senior Engineer- Helpdesk

  Responsible for Delivering IT Services Management (ITSM) solutions based on ITIL best practices that focused on the people, process, and technology, organization and integration perspectives of providing business solutions within the IT infrastructure.Monitoring daily IT Operations, Service Desk performance, Incident management process, helpdesk process, vendor management & incident/service requests reviews.Responsible for reviewing of Process periodically for improvements.Responsible for Achieving SLA & C-SATDealing with Service Desk ticket logging tool Service Desks Quality Management Ensuring that staffing & skill levels are maintained throughout operational hours by managing shift staffing, schedules etcPerformed the tasks of providing timely and accurate technical telephone support to employees Generating Daily Reports & MIS reports, Participate in the development of a service level agreement and ongoing management of service level compliance.Responsible for Creation of IT Operational SOP’s Process documentationTaking care of Vendor Hardware calls.Doing Installation of engineering Microsoft software’s and other small software’Troubleshooting of different technical problems.Providing Fist call resolution for minor incidentsAssist DPE / PM to collect, track & analysis of various types of project related information at various stages of multiple projects.Support Governance team ( DPE s and others) in the area of various types of data collection, analysis & reportingHelp PM to identify the risk & issues proactively with regards to domain & services. Real Time & continuous follow-up with global support teams for major incident resolutionEnsure that the Incident record is fully updated prior to Problem Management handoverResponsible for sending Major Incident notifications as per agreed processUndertaking HR activities whenever required. Show less

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  Tata Consultancy Services

  Apr 2015 - Mar 2017

  System Engineer

  Monitoring daily IT Operations, Service Desk performance, Incident management process, helpdesk process, vendor management & incident/service requests reviews.Responsible for reviewing of Process periodically for improvements.Responsible for Achieving SLA & C-SATReal Time & continuous follow-up with global support teams for major incident resolutionResolve daily issues of a complex scope that impact the team and overall business objectives.Participate in the development of a service level agreement and ongoing management of service level compliance.Ensuring that staffing & skill levels are maintained throughout operational hours by managing shift staffing, schedules etc.Undertaking HR activities whenever required.Responsible for Creation of IT Operational SOP’s Process documentation Maintaining problem-ticket system to record and track user calls and e-mails.Handling user and incident escalations. Handling escalations that may arise from the IT Service Center. Preparing reports & analysis of performance of team.Conducting Training for Engineers, Documenting processes, common problems & their solutions. Conducting end user training for new technologies which are implementing at site. Sending a weekly Technical Tips to users that will help them to improve their knowledge.Sending alerts to Senior Management Managers on incidents affecting multiple users.Meeting with all Department Stack Holders for feedback.Working on Active Directory.Responsible for Desktop Support tasksInstallation and support to in-house applications and intranet websitesResponsible for OS related, windows related issues for resolution.Responsible for new upgrade roll outsResponsible for testing application in new upgradesService Desks Quality Management Show less

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  IBM India PVT Ltd

  Mar 2017 - now

  Project Coordinator
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  Wipro

  Mar 2021 - now

  Service Desk Team Lead