Shashank Diwan

Experience

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  CMS INFO SYSTEMS PRIVATE LIMITED

  Nov 2006 - Nov 2007

  Customer Support Executive

  - Monitor daily FLM calls logged all over India.- Generate new combination for Cencon ATM Cash Vault Opening.- Ensure timely and professional responses to all complaints, requests, and queries received.- Confirm ATM in service statuses and logged out calls.- Submit the customers daily call reports.

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  Wipro

  Nov 2007 - now

  • Supervised a team of 50 engineers across EMEA locations, ensuring dedicated, designated, and dispatch roles were effectively managed.• Executed planning and deployment of new Windows 10 laptops during the lockdown, achieving successful implementation.• Collaborated with various IT teams (Network, Security, Server) to address complex problems and achieve targeted results.• Partnered with corporate communications to disseminate company-wide emails introducing new technologies.• Developed documentation for common processes benefiting both support staff and end users.• Strategized and executed plans for hardware refresh and asset disposal across EMEA offices.• Provided planning and support for onsite activities during board meetings and CEO visits. Show less • Worked with Project Manager and Client IT on initial project planning and requirement gathering.• Coordinated with the vendor management team to finalize the vendor SOW and managed engineer selection, onboarding, and training.• Analyzed site readiness for deployment, ensuring infrastructure arrangements for pilot deployment were in place.• Created SOP for over 60 applications and finalized the Deployment handbook for engineers.• Drafted and modernized pre-check and post-check lists to enhance efficiency and reduce manual efforts.• Achieved 90% deployment completion within the agreed time frame, with 86% user feedback as excellent and very good. Show less • Led a team of 20 Onsite support engineers across Europe, supporting the Digital Workplace.• Traveled to the client location in the Netherlands, setting up formal governance to address client-raised issues.• Streamlined the asset management process with the client, ensuring timely updates to the CMDB.• Implemented a successful Lean project, meeting SLA targets (90%) and VIP SLA to 100%, increasing customer satisfaction.• Trained over 20 Onsite support engineers as part of the transition process.• Worked closely with the service desk, training engineers on first-level support calls, reducing vendor costs by 20% for dispatch calls. Show less • Led a global team of 50 desktop support engineers across four different locations.• Prepared daily, weekly, and monthly performance reports, guiding the team to achieve organizational goals in CSAT & SLA targets.• Devised a tactical approach to establish a transparent performance assessment system, resulting in a low attrition rate.• Participated in Next Gen initiatives and operation efficiency improvements, reducing the operation headcount by 6.• Streamlined the knowledge management process by creating a centralized repository, improving resolution time and efficiency. Show less Client: HDFC Bank Ltd- Providing single point of contact of all escalation & complaints related to ITCM application.- Ensure 95% assets are up and reflect on DSM.- Ensure that daily calls volume is less than 30 in number.- Ensure that all reports are delivered to costumer on time.- Manage team attendance.- Follow the escalation matrix for L2 Support.Achievements:• Corrected the hostnames for roughly 1000 agents through script.• Installed remotely 1500 DSM agents through script.• Solved DSM corruption issues for 2000 agents through script. Show less

  • Field Support Lead EMEA

    Jun 2020 - now

  • Deployement Lead

    Sept 2019 - May 2020

  • Global Lead Onsite Support

    Sept 2018 - Aug 2019

  • Global Remote Desktop Support Lead

    Feb 2017 - Aug 2018

  • Team Lead - Remote Desktop Support

    Dec 2014 - Feb 2017

  • Transition Lead

    Jul 2013 - Dec 2014

  • Team Lead - Remote Desktop Support

    Feb 2012 - Jul 2013

  • L1 Technical Support Engineer

    Feb 2010 - Feb 2012

  • Service Desk Team Lead

    Nov 2007 - Feb 2010