Govind Pachapure

Experience

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  ITConnectUS

  Jul 2018 - Oct 2018

  • Handled multiple clients, recruitments needs in IT Sector - DBS Bank, NTT Data, Accenture, Mind Tech, HCL, Virtusa etc.• Performed full cycle recruitment understanding the client's recruitment requirement • I successfully sourced profiles form various platforms such as LinkedIn, Monster, Naukri, Facebook job groups, Boolean search, Candidate referrals, and internal database Xoomatic our own ATS.• Interviewed candidates for open positions and submitted relevant profiles as end client submissions• Succeffully negotiated contracts, pay etc. and provided all necessary information to the candidates • Maintained database of all interviewed candidates.• Used MOM Singapore to determine the candidates is eligible for an employment pass. Show less

  • US IT Recruiter at ITConnectUs

    Oct 2018 - Oct 2018

  • APAC IT Recruiter at ITConnectUS

    Jul 2018 - Sept 2018
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  Kotak Mahindra Bank

  Nov 2018 - Dec 2020

  Assistant Manager at Kotak Mahindra Bank Ltd

  • Maintain and manage well-developed professional knowledge of entire products and services line offered.• Working with retail assets and retail liability of bank• Support customers with basic technical support for current and past software releases.• Assist customer satisfaction and retention through successfully researching and resolve customer issues as well as inquiries.• Detail orientation, technical details, following established processes and assisting with the development of new or changes to support processes• Experience in working with UNIFIED DESKTOP, FINACLE, XELERATE, SIEBEL and Ticketing tool.• Assist customer for KYC process, Account opening, raising for fraud complaint.• Follow up the Service request and close the request on or before TAT.• Perform for sure all duties along with responsibilities complying with set procedures and regulations. Show less

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  DXC Technology

  Jan 2021 - Dec 2023

  Take ownership of all tickets routed from internal contact sources or customers which require a higher level of technical analysis and work these tickets to resolution with end user through call medium of support or route to the appropriate resolution Group.• Handles problems and issues that the first-tier(s) of service desk support is unable to resolve.• Communicating with the Supervisor and/or direct leadership chain on intra-day issues, team projects and needs, escalations, and performance trending. • Keep up to date knowledge on continuous enhancements to IT, tools and processes within the internal knowledge base.• Assists the Team Leader in developing and implementing SLA performance improvement / enhancement plans• Build relationship/trust with agents so that they are comfortable approaching for resolution of customer issues • Excellent performance metrics viz. CSAT / DSAT / AHT • Resolve Tickets within scope of responsibilities according to defined procedures Show less • Provide business-clients with efficient support – Responding to Chats, emails and Service Requests using ticketing tools (Service now) within SLA.• Experienced with Windows 7, Windows 10, Windows Active Directory, 0365.• Good knowledge on ServiceNow Platform for Incident Management• Floor support and training new agents on process.• Creating and maintaining detailed call logs documenting customer interactions that are accurate, thorough, and timely with working knowledge 3TR process.• Research, resolve, and respond to inquiries received via web chat, telephone calls, email, ticketing system, all in a timely manner, in accordance with team standards.• Diagnose and troubleshoots end user computing problems including analysing the problem, identification of appropriate resources, testing of proposed fixes and follow-up to ensure the problem has been resolved.• Assists with activities to triage and escalate any system or network outage to reduce downtime. Show less

  • Remote Desktop Management

    Aug 2022 - Dec 2023

  • Senior Assistant Customer Support

    Jan 2021 - Sept 2022
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  CGI

  Dec 2023 - now

  Lead Analyst

  I'm happy to share that I 'm starting a new position as Lead Analyst at CGI