Data Center Operator - Wipro Infotech - Chandivali, Mumbai
(2021-11 - 2022-11)
- 1 years of Installation and management of servers
- Daily scheduled LTO Tape management (Media Management) as per checklist provided by customer
- Prepare reports on data center efficiency to improve function and reduce costs
- Take follow up from COLO service provider regarding daily PM activity, any breakdown till closure
- Change management process and Data Center inventory management (DCIM) to followed
- Raising tickets for mounting, unmounting devices and different types of activities
- Monitoring storage performance, capacity, and availability
- Providing Rack space for mounting and unmounting of the server
Service Desk Handling - Wipro Infotech - Airoli, Navi Mumbai
(2022-11)
Experienced in delivering end-to-end technical support via voice, email, and chat channels using ServiceNow. Skilled in incident management, user guidance, ticket categorization, and escalation handling while ensuring adherence to SLAs and ITIL best practices. Proficient in providing exceptional customer service, maintaining process documentation, and supporting HR-related queries, with a strong focus on data accuracy, compliance (GDPR), and user satisfaction.
- 2.5 Years of Service Desk Experience
- Managed and supported over 100 of users across multiple locations with a focus on providing exceptional customer service
- Resolving customer complaints and escalations by providing good service and call control
- Provided technical support for hardware, software, and application issues to resolve problems quickly and efficiently
- Assisted in the development of new processes that improved efficiency within the department by identifying bottlenecks and recommending solutions
- Created documentation for standard operating procedures (SOPs) related to incident management, problem escalation, change control, etc., which resulted in increased efficiencies throughout the organization
- Developed an automated ticketing system using Service Desk Plus to improve response times from customers as well as internal staff members when responding to incidents or requests via email or phone calls
- Working on Service Now Ticketing tool to resolve the customer issues
- Initiated outbound customer calls when necessary, adhering to both client-specific and company-wide protocols
- Prioritized and categorized incoming tickets based on urgency and impact, escalating critical incidents to the appropriate resolver groups
- Handled inbound communication via phone, email, and chat, ensuring all interactions were accurately recorded in the internal ticketing system
- Resolved customer issues effectively, minimizing complaints and escalations by applying excellent service skills and call control techniques
- Demonstrated reliability through regular, punctual attendance in accordance with company standards
- Promoted a collaborative team environment through open, regular dialogue with colleagues and supervisors
- Executed security verification procedures in strict alignment with organizational policies and GDPR regulations
- Maintained all Data updates to employee records, including changes to personal details
- Continuously updated and maintained process documentation such as DTPs, Knowledge Base entries, and SharePoint content to ensure accuracy and relevance
- Conducted outbound calls for incident follow-ups, escalations, and feedback collection, ensuring adherence to SLA and client expectations
