Operations Lead

• Jun 2021 - Present

Team Lead

• 2016 - Apr 2022

Subject matter expert on all activities performed in the service desk.Act as the primary point of contact for client engagements.Plan and organize daily workload to ensure end user service requests and other deliverables are attended and completed according to SLA.Own change management related to processes and ensure accurately documented.Support end user issue resolution and liaison with L2/L3 for escalated issues.Ensure all service requests are tracked and logged in Service-Now system.Create and maintain knowledge base articles and process documents.Perform trend analysis and generate performance reports through Service-Now for weekly and monthly status and performance updates.Conduct weekly, monthly and ad-hoc client meetings for status updates.Define and measure KPIs and CSFs for project performance.Participate and conduct knowledge transfer sessions for internal and external client stakeholders for new and existing application processes.Manage the team including scheduling work assignments, approving scheduling time off from work, ensuring that all job functions are covered and that team is working effectively, creating and conducting performance appraisals and creating employee performance development plans.Participate in hiring and interviews for resource requirements. Show less

Associate Track Lead

• 2015 - 2016

Responsible for service ticket dispatcher queue.Download data dumps from AD and other applications and create weekly, bi-weekly, monthly and quarterly reports to highlight key findings such as active accounts, inactive accounts, license usage etc.Update client scorecard feedback for team's performance reporting.Support end user service requests to create, disable and change (password reset/access level) user accounts in windows active directory and other business applications.Support internal team members for access issues to client's systems.Act as the backup to track lead. Show less

System Administrator

• 2013 - 2015

Work on service desk incidents related to creation, modification and deletion of user related access for network systems (Active Directory, Exchange, etc.) and business applications.Perform software installations through SCCM.Assess PC health and patch management through WSUS.Manage email quota related user requests.Troubleshoot printer issues by escalating and following up with related vendors.Use data analysis tools to assess folders, data classifications and activity logs in file servers.Support for HIPAA, SOX and PCI-DSS compliance through reporting and collecting evidences for user access management. Show less

Associate Systems Administrator

• Aug 2012 - 2013

Work on shifts (4.30 pm - 12.30 am and 8.30 pm - 4.30 am). L1 incident support related to user access issues and password reset to systems applications.Convert voice mails to Service-Now incidents and support issue resolution.Escalate tickets to L2/L3 and other technical groups for further resolution.Work with logical user access management group for requests related to user access modifications.

IT Executive

• Sep 2010 - Aug 2012

Support in installing and configuring operating systems and other systems applications. Regularly update anti virus solutions installed in desktops and laptops. Setup new workstations with approved default configurations. Support with cabling for managed and unmanaged-switched network to connect network devices. Support end users for applications in Microsoft office suit. Perform daily, weekly manual data backup. Support in installing and configuring operating systems and other systems applications. Regularly update anti virus solutions installed in desktops and laptops. Setup new workstations with approved default configurations. Support with cabling for managed and unmanaged-switched network to connect network devices. Support end users for applications in Microsoft office suit. Perform daily, weekly manual data backup.