Vishal Poonater

Experience

• 

  Vishnu Solutions Pvt Ltd

  Mar 2004 - Jan 2006

  Campaign Coordinator

  Tele sales for US client.Train new hires on process.

• 

  Dell International Services India Private Limited

  Jan 2006 - May 2006

  Customer Support Associate

  Logging post sales queries and requests for Dell customer.Ordering missed shipments and arranging replacements.Case routing to technical teams for configuration and troubleshooting.Tracking and follow up with courier partners.

• 

  Hewlett Packard Enterprise

  May 2006 - now

  Single Point of contact for stakeholders on the managed accounts.Managed customer IT Infra operations for multiple clients on ITIL framework. Drove CSI, RCA, SLA compliance, and Problem Management.Monitored the overall functioning of ITIL processes.Identified improvement areas and implemented adequate measures to maximize customer satisfaction.Accessed SOW, identified gaps, and proposed clarifications to ensure flawless adherence in service delivery.Partnered with clients in their critical decision-making and planning with desired data, reports, and SIP.Prepared Reports & SIP with a view to apprise management.Assisted in Resource planning and Delivery Readiness by assessing clients’ requirements and current capabilities.Ensured and represented compliance for ISO Audit. Show less Played a Major role in the Transition of a giant Managed Service Account, first for the Organization in the new offering/segment.Set up Ticketing tool with categories and catalogs for the client organization.Hiring, Onboarding, Process & Tools Training for new hires.Mentored and Managed customized processes and documentation.Vendor Management and Client Engagement.Team and operations management.Escalations Management.Reporting for Client for monthly reviews.SLA, TAT, Quality, and devliverables management. Show less Responsible for Onboarding, Process & Tools Training for new hires.Mentored and Managed processes for Key Global Accounts and Mission Critical clients.Managed customized processes and documentation.Team and operations management.Escalations Management.Represented Key Global Accounts in monthly reviews.Managed Team SLA, TAT & Quality audit.Managed ticket routing tool, telephony access, and quality monitoring tool for the vertical.Created a unique Logo for branding of the vertical.Initiated many employee engagement programs. Show less

  • Geo Leader, Managed Services Manager

    Sept 2022 - now

  • Managed Services Manager

    Aug 2018 - Aug 2022

  • Team Leader

    Dec 2014 - Jul 2018

  • Senior Mentor

    Apr 2012 - Nov 2014

  • Mentor

    Nov 2009 - Mar 2012

  • Technical Support Representative

    May 2006 - Oct 2009