Oct 2020 – Dec 2021 · 1 yr 2 mos · Bangalore Urban, Karnataka, India

Apr 2019 – Aug 2020 · 1 yr 4 mos · Greater Bengaluru Area

Dec 2013 – Dec 2018 · 5 yrs

• Supervised the operations of a 24-hour service desk staffed with twenty (20) team members.
• Coordinated staff resources. Ensured proper staffing levels to guarantee timely and accurate deliveries.
• Supervised and provided direction for Seven technical direct reports regarding Service Desk activities & Processes
• Mentored & coached team members over the years to handle additional responsibilities to skill themselves for next roles
• Handled internal Incident Management process - Coordinating in high priority incidents with the correct resolver groups and update the management with status
• Individually handling Global Printing solutions management for FICO including vendor management, contract negotiations & end to end project coordination for refresh & new printer deployment. Saved close to 50K$ YoY for the company.
• Worked on multiple projects of coordinating site setup of new offices from scratch. Vendor management, internal teams were bridged to complete the project on time
• Oversaw daily workflow and assignments for the Service Desk team members
• Created service level agreement for IT operational functions including help desk operations. Monitored and pushed to ensure these are always met.
• Automated some of the repeatable activities at the service desk to improve efficiency
• Responsible for monitoring and executing new hire on boarding program for all locations. Special emphasis on the local site i handled.
• Basic hands on knowledge of Passive network cabling, setting up of network switches and WiFi points.
• Handled vendor negotiations when working on the mobile device management for India office. Procurement, Deployment & updating CMDB
• Hands on knowledge of Service Now ticketing tool. Creating reports, dashboards to help the service desk day to day operations

Jun 2012 – Dec 2013 · 1 yr 6 mos

• Its a combination of handling the technical projects and people management role.
• Currently handling team with great technical expertise. Motivate and guide them in order to grow within the organization
• Lead the Problem Management projects, Software packaging for the workstation machines. I am also involved in handling the workstation compliance audit which includes implementation of the SOP, generating weekly reports and remdiation to ensure we are 100% compliant
• Global Printer management - Includes vendor management, supplys order, Report generation and creation of the KPI metrics for the project
• Leading the internal team's QC metrics (generation & reporting)
• Leading the New Hire training

Apr 2011 – Jun 2012 · 1 yr 2 mos · Bangalore, India

• Currently handling multiple Projects which includes a few as below:
• 1. VDI Administration to an extent
• 2. Problem managent - Effective analysis of the process, creating new problem ticket and work with internal and external team to do RCA on the issue and find a permanant fix
• 3. Global Printer Management which includes maintaining of network printer, managing cost and invoice management. Also collate data to present the KPI metrics for the same
• 4. Working on Escalated tickets to find a permanant fix.

Mar 2009 – Apr 2011 · 2 yrs 1 mo · Bangalore, India

Dec 2006 – Mar 2009 · 2 yrs 3 mos