Lead - Change Management - Microland Limited - Bengaluru, India
(2023-05)
This role allows me to leverage my leadership and analytical skills to enhance service delivery, operational effectiveness, and customer satisfaction. In my role as a Change Manager, I oversee critical incident management, drive process improvements, and manage the Change Enablement team to enhance service delivery and customer satisfaction.
- Change and Release Management: Own change and release processes to provide feedback and ensure alignment with Strategic goals. Chair the weekly CAB meeting to ensure user impact is thoroughly discussed and minimized.
- SLA Management: Oversee Service Level Agreements (SLAs) to ensure compliance and high-quality service delivery, aligning performance with customer expectations.
- Customer Experience Management: Enhance customer experience by ensuring effective communication and resolution of incidents, improving satisfaction and loyalty.
- Reporting and Analysis: Compile and present management information using PowerBI, ServiceNow, and MS Products, focusing on operational reporting and global KPIs.
- Team Leadership: Guide and manage incident, change, and problem management teams, ensuring processes and templates are clear, fit for purpose, and consistently followed.
- Process Improvement: Identify and implement improvements in data center, monitoring, and process efficiencies for enhanced performance.
Associate SME - Service Desk - Microland Limited - Bengaluru, India
(2020-01 - 2023-04)
- Responsible for call supervision & ticket queue management and respond to client e-mails using CAPA tool.
- Evaluated skill matrix for individuals and planned training based on TNI for Individual career development for L1 and L2 professionals.
- Reviewed individual yearly performance of all employees and effectively conducted appraisals.
- Oversee rostering, leave planning and ensured effective management as per the business needs as well as employee needs.
- Owned and conducted reviews as per the governance model of the program.
Senior Desktop Engineer - Microland Limited - London
(2021-11 - 2022-12)
- Established IT policies and best practices for desktop management, promoting a secure and productive computing environment.
- Steered the Installation, troubleshooting and configuration of Operating Systems and 3rd party application & provided desk side support for Hardware, Software and Mobile issue.
- Maintained the asset and procuring as per business needs & led the building and profiling for both Laptops and mobile.
- Responsible for setting up varies types of desk setups and meeting rooms & collecting the knowledge for L1 Team and converting them into knowledge base articles.
Senior Analyst - Service Desk - Microland Limited - Bengaluru, India
(2017-08 - 2019-12)
- Supported Client specific applications including WCMS, FAYG, GPMS, Expert time, and the other apps that is supported by 1st line.
- Monitored Avaya Call queue, Ticket queue management, Mailbox management & ensured effective processing, assigning & monitoring SLA.
- Mentored and helped out L1 team on unusual calls and issues. Also led the technical audits, NON FTF analysis and got the KB build around it.
- Handled L1 calls as backup skill set as and when required. Oversee training initiatives for the team.
- Followed up ticket to closure and updated users on the ticket progress.
Service Desk Analyst - Hewlett Packard Enterprise - Bengaluru, India
(2015-07 - 2017-06)
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Engaged in user support interactions via telephone, chat and email platforms.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Steered the MS Office (configuration and troubleshooting), Citrix (client Installation, configuration, and troubleshooting) & troubleshooting using Active directory, server services, Blackberry, RSA, and Citrix administrative controls.
- Configured and troubleshooted desktop, network, multi-function printers, scanners, copiers, and other IT peripherals. Also, mobile devices like Blackberry, I-phone, any smart phone which has E-mail management Responsibility & Metrics
- Prioritized, Categorization of ticket and taking remote capture to resolve. Logical skills to troubleshoot customer queries if knowledge articles are not available.
Technical Support Representative - C Cubed Solutions - Bengaluru, India
(2010-09 - 2012-02)
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
