Nitin Honavar

Experience

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  Wipro BPO

  Jan 2005 - Oct 2007

  Dell- Technical consultant

  • Resolving Customers queries and issues through phone/ email/ voicemail support system.• Tracking dispatches & calling back the customers to check the status of the computer after the part is replaced.• Arranging conference calls with customer & 3rd parties like DHL, FedEx etc for resolving issues.• Maintain daily report of the issues handled.

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  Lionbridge

  Jan 2008 - Jul 2012

  TL- IT helpdesk

  • Manage & monitor the day to day activities of data security team.• Updating the team about the latest updates received from the client, during the standup meeting.• Follow-up with Admin, HR & MIS department on the issues escalated by the team members. • Maintain the KRA’s & SLA’s as per the required specifications from the client & the company.• Resolving Customers queries, issues & escalations received via phone/ email & INFRA tickets.• Troubleshooting issues related to citrix/NT login problems, MS-Exchange & World-client email setup, AS400 application login profile creation & granting access to different groups, Mainframe login profile creation & account activation, PeopleSoft application login, Point Click Care application account creation and granting access to different roles, HP printers OS setup and HW troubleshooting, Troubleshooting HP Brick computers, HP Kiosks, HP FP Monitors, Desktop’s, Panasonic Laptop’s, (Remote)Secure token & VPN login, network connectivity issues- Pix routers & AT&T circuits etc.• Tracking dispatches.• Maintain & Send daily report comprising of the various issues handled along with top 10 issues to the client/management.• Distribute the data received from client regarding, Daily transfer/termination of GL employees, contractor’s account expiry and New NT account default setup for various applications as per GL employee’s job code, to the data security team & managing the daily report & reporting the same to the client/management.• Coordinating with the level 2 support team located in US(Client side) for resolution of issues being escalated to them. Show less

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  EFront

  Sept 2012 - Sept 2016

  Group Leader- Customer Support

  1. Working with eFront Delta India Pvt Ltd., as a Group Leader Customer support DOJ: 17th Sep 2012 PROCESS: Investment Cafe Online reporting system for Private EquityJOB PROFILE:1. Manage & monitor the day to day activities of CS & DS support team.2. Account management of Asian clients like NBKC Partners & Samara. Also providing CS/DS support to some top clients based out in US/Europe like Carlyle, State Street, BlackRock, TPG, Lehman Brothers, Silverpeak & many more.3. Manage the roster/head count for 24x7, 365 days support.4. Briefing the team about the latest updates received from the management.5. Follow-up with Admin, HR department on the issues escalated by the team members.6. Maintain the KRA's & SLA's as per the required specifications from the company.7. Resolving Customers queries, issues & escalations received via phone/ email & Parature (CRM) tickets.8. Carry out smoke testing as per the defined test cases/scripts. Create Bug tickets in Front Pilot & Jira.9. Mange the backend operations of Document Services team in doing the Splitting and uploading the PDF's to the Investor accounts using Arts PDF Split Pro 2.0 tool & DS tool.10. Making standard response templates for the team, to respond back to the customers.11. Follow up with QA, Developers, SL3 DevOps & CloudOps team to resolve the escalated issues.12. Create daily & weekly dashboard reports for the management/clients.13. Carry out Sourcing, Team coaching, Training & evaluating of the new team members & Team building activities.14. Designing the appraisal metrics as per company standard/requirement. Show less

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  AKAT Distribution

  Apr 2017 - now

  Manager Operations

  Handling Movie Distribution Network across PAN India.Office Administration, Billing (GST compliant), Staff management, Work management, Reports for the stake holders (Proprietors & Movie distribution companies).