Experience

• 

  Convergys

  Sept 2008 - Jul 2009

  Technical support officer

  -End to end troubleshooting of Windows Operating System ( XP , Vista)-Small scale Netwok setups for clients.-Installation of the new OS.-Best effort support to 3rd party applications installed on the OS

• 

  Accenture

  Aug 2009 - now

  • Handles a Service Desk team of 71 members which supports IT/SAP/Property Management System/Critical Situation, Vendor Management and Application Function Management.• Acts as the single point of contact for the client to answer any concerns. • To understand client expectations/process updates and educate the team on the same. • To ensure that all Service Desk KPIs and CSFs are achieved on a consistent basis. • To monitor performance of direct reports and provide feedbacks on a regular basis. • To drive continual &continuous improvement programs to enhance team's performance and client satisfaction.• Transition new business.• Process optimization by identifying key processes and metrics.• Process Gap Analysis and bridging the gaps to deliver quality service to clients.• SLA & KPIs Tracking and generation of client specific reports• Constant client interaction to understand their expectations with regards to service delivery and taking initiatives to have them implemented.• Vendor Management including Global Vendors such as IBM,AT&T , Orange , Cisco..• Identify risks and help decrease the downtime for the client.• Facilitate knowledge transfer sessions across the Global Team.Responsible for managing ongoing enhancement activities to IT Service Management processes on Service-now.com by: • Providing direction for implementing continuous improvements to incident and knowledge management processes.• Delivering added functionality to Service-now.com resulting in expanded use and adoption as the company wide ticketing system for eighty thousand associates (Clients).• Creating Servicenow dashboard's for multiple deliverable's across the infrastructure Support Teams for Management and Leadership review.• Enhanced the corporate-wide IT Service Catalog in Servicenow including development of service requests. Show less

  • Manager - Network Service Delivery

    Jun 2023 - now

  • Manager - Network Service & Operations

    Dec 2021 - Jun 2023

  • Network Operations Associate Manager

    Oct 2019 - Dec 2021

  • Cloud Operations Associate Manager

    Dec 2017 - Sept 2019

  • IT Operations Team Lead

    Dec 2015 - Dec 2017

  • IT Operations Associate - IT Operations Senior Analyst

    Aug 2009 - Dec 2015