Experience

• 

  Terasoftware limited

  Feb 2012 - Nov 2012

  Technical supervisor

  worked as technical coordinator

• 

  Sysnet global technologies pvt ltd

  Dec 2012 - Jan 2022

  Reliance Retail IT SERVICES on Posiflex POS. Monthly review ,clint meeting ,Vendor management, technical support, ensuring preparation of process document for all services covered under SOW For PAN india Manage and lead a team of employees.communicate company goals ,managing multiple AMC/FMS contract & technical support and full fill there requirement in given timeline. Managing banking &Corporate clint AMC Contract of theirs IT equipment .coordinating with supporting engineer for their resolution monitoring calls by Service desk tool. managing one of our retail clint walmart .by providing technical support and engineer support at PAN INDIA .responsible for successful execution of SLA ensuring customer complaint are closed by taking corrective action ..maintain daily data sharing daily reports to clint. Attending desktop,laptop,printer,server,POS call which assign by team for multiples clint, and provide resolution to clint by replacing spare or by service as Contract.

  • Project Lead

    Mar 2018 - Jan 2022

  • Team Lead

    Sept 2016 - Mar 2018

  • Senior Project Coordinator

    May 2015 - Sept 2016

  • Coordinator

    Nov 2013 - May 2015

  • Desktop Support Engineer

    Dec 2012 - Nov 2013
• 

  Ctdi

  Jan 2022 - now

  Service desk lead remote support infra

  Manage Reliance retail Services desk for L1 support.Mentor and develop the team. Effectively manage shift operations. Strong Knowledge and Experience in Operational Metrics. (CSAT, AHT, Shrinkage, Quality scores, maintaining SLA, Attrition management). Track Customer Satisfaction & ensure closure of complaints. Strong Rapport building skills with Team & stakeholders manage attrition in the team. Evolve more effective work processes for improving customer interactions. Constantly monitor & review performance metrics for the achievement of objectives. . Identify relevant training needs of agents & ensure effective implementation. Interface with IT/HR/ Training/Quality in order to improve the team’s Performance.daily Customer meeting on progress SLA/KPI. analysing trend and plan proactively. Show less