Johnson Paul

Experience

• 

  Sutherland Global Services

  Dec 2008 - Apr 2011

  Technical Support Executive

  - Troubleshooting on Virus Removal and Windows Updates

• 

  Cognizant

  May 2011 - now

  Banking Helpdesk Project:Maintained proper staffing levels to guarantee timely and accurate deliveries.Coordinated and led internal and external site team meetings.Supervised operations of 24-hour customer service desk staffed by 70 + plus team members.Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.Contributed to internal and external account reviews.Attended staff and client meetings and served as liaison to manage operations for account.Facilitated completion of deliveries and verified documentation.Coordinated new hire recruitment, training and development.Interfaced effectively with key accounts, answering questions and delivering exceptional service.Met with business leaders to better understand IT issues that negatively impacted businesses.Advised clients on methods, technologies, process improvements and training that would increase overall business potential.AchievementsCreated a dashboard for Chat Support Team : To mange Chat SLA & KPI MetricsCreated a dashboard for Backlog & FCR Team : To help bring control of backlog tickets.Created a live dashboard to help reduce General Inquiry Ticket and improve FCR.Successfully Transitioned Onsite To Offshore Operation of WorkSuccessfully Transitioned New Business Work to Offshore Team : Go Live was success which was appreciated by ClientCreated a dashboard for KEDB Management : Real time updates of Published and Pending KB.Return To Office : Worked with Network and Local NSS team to reconfigure the office setup for Team members to work from office. Show less Managing 2 different team - First team performs Monitoring of AS400 Jobs & Robot Alerts & second Team perform Service Desk ( User admin Team )Reporting - 2 Team Leads & 15 Team members Roles - Escalation Management & Improvement of CP , Working on Alert rationalization & Process Improvement along with L2 team , SLA Management & Governance Weekly Meeting. Working to create new ITSM tool report to avoid manual reporting.Achievements - Scorecard for Service Desk ( User admin Team ) & Ops Team , KEDB implementation , People focus - Hired more number of fresher and for Service Desk ( User admin Team ) & Ops Monitoring Team which resulted in improving the CP%. Show less Managing 2 different team - 1 Team performs Monitoring of AS400 Jobs & Robot Alerts & 2 Team perform L1.5 Task.Reporting - 2 Team Leads & 25 Team members Roles - Escalation Management & Improvement of CP , Generating more left shift opportunities from L2 application team , SLA Management & Governance Weekly Meeting & driving process improvement Innovations Achievements - Scorecard for L1.5 Team , KEDB implementation , People focus - Hired more number of fresher and contractors for L1.5 & ITOPS Team which resulted in improving the CP% Show less Major responsibilities: - Worked with ANZ Client- Managed a team of 1 Shift lead and 20 service Desk Agents- The team provides Application support/Technical Support/Service desk support belonging to the largest retail industry- Work on medium to major incident tickets - Guide Support engineers on process tools like IPAD Issue , DC , Office Hardware and Application Issue- Driving process improvements and innovations intiatives in the team- Participate in internal and external review calls and project team’s performance- Drived the team towards Performance metrics such as (AHT , CSAT , Reduction of esclations , Staffed Hours and Production Hours) Show less

  • Service Delivery Manager

    Aug 2022 - now

  • Service Delivery Manager

    Sept 2020 - Jul 2022

  • Associate Operations Manager

    Feb 2016 - Sept 2020

  • Associate (Team Lead) ITIS

    May 2011 - Jan 2016