Feb 2019 – Mar 2020 · 1 yr 1 mo · Bangalore

• Working for FIS on the payroll of CMS IT services .
• working in banking domain IT support .
• job responsibilities .
• 1.Supporting to all core banking application ex .
• AML,CRM, PROFILE, MOBILE BANKING, INTERNET BANKING , TAB BANKING ,NEWGEN.
• 2. Change Management.
• 3.incident Management.
• 4. MIS
• 5. CSAT

Nov 2017 – Oct 2018 · 11 mos · Gurgaon, Haryana, India

• WORK EXPERIENCE:
• IBM INDIA PVt LTD as Service Desk Lead
• (Off rolls- Future Focus Infotech Pvt. ltd)Since Nov ‘17
• Client: Maruti Suzuki India Limited (MSIL), Gurgaon.
• Roles and Responsibility:
• 10k+ user base, 15k+ asset, 100+ team size, (36 Geographical location),
• Investigation and development of ITIL procedures and processes for IT operation Support.
• Support/Development IT Support and Incident Management, Track RCA and Problem Tickets for resolution.
• Participate with Business and other team to represent IT-Operations.
• To identify & work on the Continual Improvement of IT Support.
• Oversee all operations and functions of high volume Service Desk operations.
• Monitor daily activities and performance to ensure compliance with all service agreements.
• Review helpdesk operations, ISM (HPOV), user needs. Forward recommendations regarding enhancements or potential operational improvements.
• Daily call review to ensure team consistency regarding troubleshooting methods and accuracy of call log. Maintain compliance with all standard operating procedures.
• Vendor management, coordination with near about 23 vendors of client.
• Implemented ITIL processes and procedures to streamline day to day activities.
• Incident/Change & Problem Management Program Development.
• Increased Customer Satisfaction rating from 3.5 to 4.5 out of 5 points.
• Responsible for recruiting/training and scheduling tasks to right persons for the organization.
• Managing the Support and SLA functions.
• Ensuring normal functioning of day to day operations for office users and production end users as well.
• Strong IT Operations reporting skill and Matrix tracking skill.
• Carrying out or scheduling the project activity's

Jul 2016 – Aug 2017 · 1 yr 1 mo · Greater Delhi Area

• Organization -Ample Technologies private. Ltd
• Current Designation- Team Lead operations
• Project - (Apple I care)
• Roles and Responsibility:
• Accountable for the overall functioning of service locations, Contact Centre, Onsite.
• Technical Support and Remote Support.
• Drive strategy to improve CSAT scores,
• Monitoring the effectiveness of the team against SLA/KPI's, driving through the change as needed to deliver continual service improvement.
• Maintain Team of engineers providing technical support to the customers.
• Liaising with other team members, including interacting with relevant staff of different areas of the organization.
• Establishing and measuring individual performance expectations, regularly reviewing the team performance and guiding the team to ensure 100% performance standards.

Feb 2015 – Jul 2016 · 1 yr 5 mos · New Delhi Area, India

• (1) Organization – Wipro Ltd. (InfoTech Division)
• Duration – 1st Feb to Till Date
• Current Designation – Helpdesk Team Lead
• ROLES AND RESPONSIBILITY:
• ,
•  Managing Helpdesk & Tech Support Operation for ICEGATE ,ESIC Account.
•  Share Dashboards with concern team.
•  Call board management— Logging of cases. Getting escalation closed with the co-ordination of concerned units/regions. Monitoring Pocket Call Log and Closer within Given SLA. Coordinate all Desktop Engineers to Resolved issues within Defined SLA.
•  Escalation Management – whenever receiving any escalation from customer end, we are coordinating with concern team for earlier resolution and provide resolution up to the satisfactory level of customer (following escalation hierarchy if required).
•  Ensure to track, measure, report and evaluate Service Desk Agents.
•  Identify improvement areas internally as well as perform closely with all internal stakeholders to prepare solutions.
•  Handling MIM,Daily monitoring of CDR.
•  Taking care of Training of New Resources.
•  Ensure all the process documents are followed.
•  Ensure The Quality of the Service Desk.
•  Worked on CMDB (Configuration management Database) and BMC Remedy tool updating IMAC, Change Request, INCIDENT and SERVICE REQUEST FULLFILLMENT process procedure & Knowledge of PAV and UAT Validation.
• ACADEMIC QUALIFICATION:
• Diploma in ECE from HSBTE 2013(56%)
• Secondary (10th) from Central Board of Secondary Education (Delhi) in 2010.6.2 CGPA
• PROFESSIONAL SKILLS :
• Asset Management
• Vendor Management
• Service Desk Management.
• SLA Management
• BMC Remedy
• Escalation Management
• Incident Management
• SAP CRM
• HP Service Manager
• Change management

Feb 2014 – Oct 2014 · 8 mos · Noida, Uttar Pradesh, India