Pranay Paunikar

Experience

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  Innovative Biz Solutions

  Dec 2011 - May 2012

  Verification Executive for Vodafone Essar

  • Worked as Verification Executive for Vodafone Essar• Handled verification process on behalf of Vodafone Essar• Coordinating on Phone & Email with Corporate, Institutions, Individuals for new connections• Coordinating with Customers for Verification Related Activities.• To Conduct Verifications and Preparation of Reports weekly and monthly.• Maintained 100% customer satisfaction as motive.

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  Saikshama Systems

  Aug 2013 - Dec 2013

  IT Support Engineer

  •Worked as a Sales Agent for the firm•Worked as a IT Support Engineer for the firm•Resolved technical issues over the remote access taken(issues includes: printers(Brother,Canon,HP), software problems)

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  Mphasis

  Mar 2014 - Oct 2018

  Splz Associate Infrastructure Engineer

  •Proficient in diagnosing and resolving IT service issues by analyzing root causes and implementing effective solutions.•Skilled in patching and managing both physical and virtual Windows Servers on a monthly basis.•Ensured timely response to customer queries within defined SLAs to maintain high satisfaction levels.•Created and executed Requests for Change (RFC) to implement updates and drive system improvements.•Took ownership of end-user issues, ensuring timely follow-up and resolution in alignment with process requirements.•Facilitated cross-team communication during client calls to ensure seamless issue resolution.•Delivered timely updates and notifications to executive leadership regarding service statuses and resolutions.•Logged, managed, and escalated incidents or complex problems to appropriate teams for resolution.•Ensured efficient service request management while adhering to process-driven workflows and industry best practices Show less

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  11:11 Systems

  Oct 2018 - Sept 2024

  •Central contact during DR events, facilitating team communication•Extensive understanding of infrastructure components for Disaster Recovery•Delivered consistent updates on infrastructure status, capabilities, and issues•Coordinated testing efforts with key stakeholders•Acted as primary liaison for disaster recovery tests and incident management•Enhanced mechanisms for seamless failover across application and infrastructure layers•Assisted global clients with disaster resource requirements•Maintain precise test setups for subscriber evaluations throughout testing phases•Leveraged extensive expertise to enhance resource allocation and versatility•Expert in handling change requests effectively•Optimized resource allocation by establishing best practices•Engaged in hardware and network discussions to ensure effective planning.•Addressed customer satisfaction problems and designed business case resolutions Show less •Conducted onboarding sessions for customers•Cultivated customer relationships to enhance engagement•Ensured all client concerns were managed efficiently•Developed effective approaches through teamwork across departments•Compiled data-driven analyses on user retention rates•Resolved customer issues through direct engagement•Guided staff towards delivering exceptional customer service•Cultivated enduring partnerships with major clients•Oversaw critical incidents, preserving client loyalty•Collaborated with technical support teams to address customer concerns swiftly•Proactively resolved concerns to ensure retention•Worked with product development teams to integrate customer feedback into future releases•Coordinated with multiple departments to improve service delivery•Led product improvement initiatives by addressing customer requirements•Utilized CRM platforms to monitor customer interactions•Held frequent business review meetings with clients to identify their requirements•Handled complex complaints requiring managerial intervention for resolution•Led meetings focused on reviewing business results while conveying emerging objectives•Maintained accurate, punctual reporting of all project developments. Show less

  • Global Resource Coordinator

    Mar 2021 - Sept 2024

  • Senior Service Management Executive

    Oct 2018 - Mar 2021