Experience

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  Daksh micro solutions pvt. ltd

  Oct 2014 - Aug 2016

  System administrator

  • Install and configure software and hardware• Manage network servers and technology tools, Set up accounts and workstations• Monitor performance and maintain systems according to requirements• Troubleshoot issues and outages• Ensure security through access controls, backups, and firewalls• Upgrade systems with new releases and models

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  Convergys

  Aug 2016 - Jun 2017

  Technical support engineer eps & o365

  Provide technical support to Microsoft premium customers on Microsoft windows server and client OS  Worked on Technologies - No boot issues, Storage, Disk management, RAID, NAS configuration, system log analysis, system configuration issues, backup and recovery solutions Collaborate with other technology team member to resolve the major critical issues Worked a Tier2 SME for No boot and Backup related issues, developed comprehensive documentation to troubleshoot for NO boot & backup recovery processes Given triage on Boot process and no boot scenarios and Types of backups. Participate in on-call support rotations to address critical issues outside of standard business hours Show less

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  Infosys bpm

  Nov 2017 - Mar 2021

  Managed 40 team members – 3 SME’s, 2 QA, 10 L1.5 and 25 L1. Supports the day-to-day operations of the contact centre operations. Act as a mentor and provide oversight, coaching, and training to technical support staff Be the point of contact when it comes to technical escalations – for example: Active directory account configuration issues , O365 administration task, distribution list, security group, Network drive mapping etc. Record and track team SLAs and workflows Provide support where needed for both internal and external customers. Clearly communicate escalated issues to Tier 3 and product managers as needed Manage and report major outage technical inquiries and lead major incident process for Outage. Open a bridge call with MIM team and mission control.  On-board all new technical support team members Assist in the creation of the team KPIs as well as monitor and report on results Be actively involved with the operational delivery and UAT if required for new product and feature releases Monitor team performance and report on metrics Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner Works directly with Tech support agent to ensure that all contacts are answered, addressed, and managed with the highest level of service Supports and enforces the quality standards governing customer interactions, designed to ensure that the customer experience is consistent across all customer touchpoints, within our internal group. Support the Voice of the Customer program unifying the Contact Centres around a common process for satisfaction surveys and customer feedback throughout the end-toend process Investigate and analyze Top call drivers Show less

  • Support Team Lead

    Oct 2019 - Mar 2021

  • Technical Process Specialist

    Nov 2017 - Sept 2019
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  Mphasis

  Sept 2021 - Apr 2022

  Project lead

   Managed 25 team members - 3 SME 2 QA, 5 L2, 15 L1.  Acted as L3 to solve more complex problems example- Windows OS troubleshooting, VPN issues, Backup and Storage, Active directory users & group policy & MDM. Responsible for handling escalated situations in which additional oversight and assistance are required. Accountable for achievement of all client KPIs and contractual obligations, responsible for the overall performance. Provide daily support, through team and 1:1 coaching Management overall daily volume of requests and ticket management to ensure service level standards are met. Provides daily management support to Service Delivery Managers including appropriate mentoring, coaching, team building, and retain, on initiatives. Maintains communication with key stakeholders and senior management. Show less

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  Mygo consulting inc.

  Apr 2022 - Feb 2024

  Service delivery manager

  Identifying customer needs and overseeing service delivery within a business context. Managing finances and budgets. Responsible for preparing SOW and signing contract for new deal. Collaborated with cross-functional teams to streamline incident, problem, and change management processes, resulting in a 95% increase in efficiency. Managed the annual ITSM budget and optimized resource allocation for maximum ROI. Assessing customer feedback and using creativity to establish, improve, and refine services. Remaining organized and meeting deadlines. Building partnerships and liaising with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise. Show less

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  Kaiser permanente

  Feb 2024 - now

  Service delivery manager

  SDM - Backup & Recovery