Jitendra Shinde

Experience

• 

  Wipro

  Jan 2009 - Jun 2010

  It helpdesk analyst
• 

  IBM

  Jul 2010 - Mar 2012

  It service desk
• 

  The Activ Group Solutions

  Apr 2012 - Oct 2014

  Service desk analyst

  service: - part of the us gfs asset management service desk team escalation focal / pc return controllersignificant deliverables:- managed leased computers for all u.s. cisco system employees. implemented asset management policies and procedures to all cisco employees, temps, and contractors: pc refresh, return computer equipment, lost or stolen computer,staff leaving cisco, asset transfers. support daily team escalations in researching and completing case requirements. provided customer service to cisco employees regarding lease information computers. distributed notifications to employees to return end-of-lease computers and initiate a new lease for a replacement laptop/desktop. created purchase orders for cisco employees, temps, and contractors in need of a replacement computers using oracle iprocurement tool. reviewed and monitored purchase orders for managerial and financial analyst approvals. co-ordination with sales team for order status and delivery information. superior ability to quickly troubleshoot and resolve purchase requisition issues. assigned and fulfilled case requirement before forwarding to the appropriate assignment group. assign and initiate cases for it technician to assist users with hardware issues. co-ordination with safety & security team for lost or stolen computer & non return asset. tracked all assets including cisco rma and ensure all rma returned as per vendor policy. coordinated and validated resolutions with customers. closed incidents and determined customer satisfaction. responsible for preparation of quality report for 7 team members  additional accountability: to be work on need research, pc refresh &termination vip cases.  handled conflict situations and make quick decision while driving incidents show less

• 

  JDA Software

  Oct 2014 - Aug 2016

  Sr.technical consultant

  cloud services.

• 

  Huawei Technologies India

  Aug 2016 - Jun 2018

  Team lead

   managed the local it service desk and staff to provide 1st level technical support software/hardware; answering support queries via the telephone, using remote desktop tools or should the need arise attendance to users place technical support it manages services, citrix,web applications,mobility,network and computer operations. strong understanding of it infrastructure concepts – applications, servers, networks  acted as a further escalation point for unresolved or escalated calls vendor management to follow-up on unresolved laptop hardware related issue until customer satisfaction  take on a wider customer service role and promote the customer service ethic to maintain a high degree of customer service for all support queries and adhere to all service management principles. ensured successful resolution for high priority incident within defined service level agreements. analyzed incident trends, and recommend and implement actions, with approval, to reduce incidents. develop and update incident and problem escalation procedures, and distribute such procedures to designated authorized users. prepared various type of daily, weekly, or monthly itsm case kpi report and keep senior and hq leads updated about it helpdesk service progress. show less

• 

  UBS

  Jun 2018 - now

  Authorized officer - service management

  client experience & quality managerit service desk operation lead