Dinesh Jain

Experience

• 

  C-Cubed Solutions Pvt Ltd

  Apr 2006 - Feb 2008

  Customer Service Specialist and Quality Analyst

  • Worked for a client in a call taking role as sales analyst for 12 months.• Top sales performer for the month and the year.• Promoted as Quality analyst after 12 months of call taking role.• Worked as Quality analyst for 11 months. • As a quality analyst, thoroughly involved in improvements on Quality and improve customer satisfaction level.• Provided feedbacks to call taking members which resulted in a better customer rating.

• 

  24\7 Customer Pvt Ltd

  Sept 2008 - Apr 2012

  Senior Technical Support Analyst

  • Delivered as a senior technical analyst via answering live calls from end customers. • Troubleshooting related to McAfee Antivirus, Windows, Network, etc. • Research on technical issues and suggestions to team leaders and members.• Indulged in pro-active learning with respect to using Antivirus effectively.• Remote access to customer’s computer to fix technical issues.• Coached Junior members within the team.• Top five performer in the team consistently for two years.

• 

  CGI

  May 2012 - now

  • Responsible for end-to-end Infrastructure delivery, Wintel, Unix, Network, DBA, Tools & Automation, End user services, Monitoring on AWS, IPCR (Incident, Problem & Change Management).• Building and negotiating on contractual agreement with Onshore (Inter BU Agreement) and Client (Master Service Agreement).• Capacity, Schedule, Transition, Budget and Financial Management.• Driving major incidents, outages to ensure minimal impact to the customer. • Collaboration with other vendors as a part of the BAU. • Client management, Project Management, Business negotiation. • Responsible for Farming and Melting. • Plan the resources and delivery within the negotiated budget and tracking the health of overall finance at Project Level. • Collaborate with Automation teams to find opportunities an reduce human dependencies and errors. • KPI / SLA management. Ensuring all the KPI’s are met every month consistently. • Managing new transitions to BAU. • Being part of Resource optimization and effective utilization of the resources. • Collaboration with other delivery teams and client to ensure seamless support to end users. • Quality Control, Call Auditing, Managing new transitions and processes, Resource Management and Recruitment to Operations Team. • Handle Client escalations. Monthly, Half Yearly and Yearly reviews. Responsible for overall Business Operations delivery.• Manage Onshore Engagement Activities.• Bidding and building proposal successfully on Contract Renewals and Farming opportunities.• Coaching team members on Errors, Feedbacks from clients, Escalations. Initiate and Execute Action Plans for Temporary and Permanent fix.• Brainstorm to implement permanent fix on issues related to Process, People and Technology.• Focus on Implementing Pro-active Service Improvement and Continual Service Improvement Plans.• Regular Governance meetings with Client, Onshore and delivery teams to keep track of overall Business Operations. Show less • Complete People and Team Management.• Attending Escalations from Onshore / Client / SDM. • Involved in new Project Transitions. Review of SOW, Service Agreements, UAT testing and implementation. • Responsible for ensuring all the agreed KPI’s and SLA’s are met. • Coaching team members on Errors, Feedbacks, Escalations from Client, Onshore, SDM, etc. • Feedback Management and Tracking continual progress from an individual member level.• Managing Multiple clients along with regular governance calls.• Review, Analysis and actions on Escalations from clients, internal stakeholders and pro-active monitoring.• Review and work on additional Business opportunities.• Project transition carried out successfully.• Reporting delivery in terms of KPI to client and internal stakeholders.• Constructive Feedback to team members. Show less • Assist Team leader in evaluation of ticket quality as part of monthly coaching initiative.• Validating ticket quality (as required / when required) prior to assignment to other support teams.• Reviewing and updating (as required) new KB documents.• Participating in the review of documentation specific to process & procedures.• Provision of technical training / refresh training to technicians.• Respond to questions ‘Live’ as required when engaged by L1 members.• Provision of ongoing technical coaching to members.• Participating in meetings or conference calls upon request with concerned teams (Desktop team, SDM/IMC team, members. etc).• Log in for call-handling as requested due to staffing or SLA challenges. Target 100% of time without unnecessary delay or challenge.• Providing the training on ongoing issues and latest broadcasts as and when it is required.• Generating ITSM reports (E.g., Closure % of the members, Invalid assignments, number of tickets handled by members on daily basis., no of tickets assigned to different teams).• Coaching the team members on the repeated errors in the ticket documentation. • Attending to caller / customer calls as and when there is a spike in call volumes.• Ensure timely response and solution provided to caller / customer. Show less

  • Service Delivery Manager

    Jul 2018 - now

  • Team Leader - Service Desk Operations

    Dec 2014 - Jun 2018

  • Service Desk Senior Technical Analyst

    May 2012 - Nov 2014