Madhav Prasad

Experience

• 

  MRL Posnet (P) Limited

  Nov 2009 - Oct 2010

  Helpdesk Executive

  • Receive calls from MRL EDC terminal users.• Provide training to the EDC users on call about the usage and benefits of terminal.• Give the welcome call to all the users.• Log the calls in the designed incident management tool.• Maintain proper communication with end users and problem solvers groups via calls and emails.• Close the call after satisfactory resolution as per user’s confirmation.

• 

  Wipro Infotech

  Oct 2010 - Jan 2011

  Service desk Executive

  • Receive calls from EXL end users.• To log all incidents and service requests in Incident management tool.• Categorize and prioritize all the incidents as per defined SLA.• Manage the lifecycle of incidents and service requests.• To respond end users over call and e-mails.• Escalating the calls and tickets to appropriate resolving group as Desktop team, network team, server team, backup team and client groups.• Keep users informed about the status of tickets (Incidents and Service requests).• To call client Technical service desk to report the issue and to get the call logged at client desk.• Release outage notifications as per production impact in a process as per defined time line.• Raise problem tickets post confirmation from problem manager and release the problem outage notifications.• Manage all the incident lifecycle as per defined in ITIL. Show less

• 

  CSC

  Dec 2011 - Nov 2016

  Team Lead "Major Incident Management"
• 

  IBM India Private Limited

  Nov 2016 - Aug 2021

  Service Managment SIAM
• 

  Tech Mahindra

  Aug 2021 - Jan 2022

  Associate Consultant
• 

  Tata Consultancy Services

  Feb 2022 - now

  • Associate Consultant

    Feb 2022 - now

  • Associate Consultant

    Feb 2022 - Dec 2023