Vinay Prabhakara

Experience

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  Infosys

  Dec 2009 - Sept 2012

  Service Desk Analyst

  ● Act as a single point of contact for phone calls, e-mails, chat and walk-ups from staff regarding IT Issues and queries● Answering and responding to all phone calls in a friendly effective manner (working towards SLA)- Accurately record and prioritize Incidents and Service Requests against SLAs and resolution targets- Service request fulfilment- Incident management- Own and progress call queues (own queue & teams queue) and support tasks, ensuring timely resolution within SLA● Resolve escalated calls from the business- Resolve 80% of first-time fix incidents- Carry out Morning & Evening checks- Monitoring IT Service Desk mailbox, Monitoring IT Service Desk Unassigned Service Now queue- Providing support to global users● Resolving customer issues or escalating to support teams where necessary- Proactively look for ways to improve customer processes or support operations● Opportunities to get involved with a range of IT project work- Create, maintain and review knowledge articles shared with all IT support teams. Working with private & government sector on Hardware requirement (Laptops/Desktops/Servers) Ability to quote tender Responsible to give product Show less

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  MicroLand

  Sept 2012 - Jan 2014

  Incident Coordinator & Shift Lead

  Incident Coordinator & Shift Lead:● Monitoring group mailbox and managing the Team to achieve SLA● Configuring and troubleshooting Lotus Notes/Outlook. ● Application installation and troubleshooting. ● VMware client Installation and monitoring.● DOD, VDI, Citrix client monitoring and maintenance.● Troubleshooting and resolving the issues related to applications and infrastructure as printers, desktops, Network drives.● Configuring and managing Network shares over the domain.● Logging Incident tickets and Global Requests reported by the users. ● Handling installation issues for around 400 applications within the client Network.● Modifying the existing process documents and creating new process manuals based on ITIL perspective.● Proactively look for ways to improve customer processes or support operations- Opportunities to get involved with a range of IT project work- Create, maintain and review knowledge articles shared with all IT support teams- Managing inbound & outbound calls, user chat interactions & emails. - Act as point of contact for Critical Incidents & HIGH incidents. ● Creating process knowledge articles and publishing them for Service desk associate reference during interactions. - Working on SLA, weekly, Bi-weekly & Monthly dashboards Show less

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  Tata Consultancy Services

  Jan 2014 - now

  Service Management Specialist

  Problem Management:● Playing key role in designing and implementing information system processes (ITIL based) and functions● Developing and implement new standard policies and procedures as well as improvements to existing policies and procedures● Proposed and drove the RCA Automation enhancement and implemented the Known Error reduction activity● Proactive Problem Management, Trend Analysis, Risk Management are my special expertise which brought many rewards to me and benefits to the organization● Worked as Problem Management Process auditor for other accounts in TCSChange Management:● Applying structured change management approach and methodology for the user / people caused by projects and change efforts● Developing strategy based on a situational awareness of the details of the change and the groups being impacted by the change● Listing all Request for Changes (RFCs) for a Change Advisory Board (CAB) meeting, issues an agenda and circulates all requests for changes to Change Advisory Board members in advance of meetings to allow prior consideration● Convenes urgent CAB or ECAB meetings for all urgent RFCs● Chairs all CAB and ECAB meetings● Authorizing acceptable changes, either alone or after a CAB has taken place● Issuing change schedules regularly and maintaining a change calendar● Conduct Post Implementation Reviews (PIR) - Reviewing all implemented changes to ensure that they have met their objectives, refers back any that have been backed out or have failedMajor Incident Management:● Leveraging technology to issue all communications and providing key stakeholder management● Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls● Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed● Matrix management of people, processes and resources including third parties – including resolving conflict to move forward to resolution Show less