Experience

Serviz4u Networks (I) Pvt. Ltd.

• Computer Hardware Manufacturing
• 1 - 100 Employee

• Manager

  • Oct 2010 - Present

  • Providing technical help and advice to customers on products or services; • Communicating courteously with customers by telephone, email, and face to face; • Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service team; • Handling customer complaints for any major incidents, • Keeping accurate records of discussions or correspondence with customers; • Analyzing statistics or other data to determine the level of customer service my organization is providing; • Visiting customers to provide a one-to-one service; • Developing feedback or complaints procedures for customers to use; • Developing customer service procedures, policies and standards for my organization; • Meeting with other managers to discuss possible improvements to customer service; • Being involved in staff recruitment and appraisals; • Training staff to deliver a high standard of customer service; • Leading a team of customer service staff; • Learning about technology products / services and keeping up to date with changes; • Keeping ahead of developments in customer service by going to seminars and attending courses. Show less



Vayah Distributors Pvt. Ltd.

• Mumbai Area, India

• Technical Consultant

  • Dec 2009 - Sep 2010

  Pre and Post sales of Security Products. Completely responsible for end to end solutions related to IT, Handling operations 24/7 and Reporting to BDM on Weekly basis. Handling applications like PGP, Forescout and Observe IT. Pre and Post sales of Security Products. Completely responsible for end to end solutions related to IT, Handling operations 24/7 and Reporting to BDM on Weekly basis. Handling applications like PGP, Forescout and Observe IT.



The Orchid,Mumbai

• Hospitality
• 1 - 100 Employee

• Assistant IT Manager

  • Oct 2008 - Jul 2009

  Looking after entire IT Infrastructure for Orchid Hotel Mumbai. Completely responsible for end to end solutions related to IT, Handling operations 24/7 and Reporting to VP Operations on day to day basis. Looking after entire IT Infrastructure for Orchid Hotel Mumbai. Completely responsible for end to end solutions related to IT, Handling operations 24/7 and Reporting to VP Operations on day to day basis.



Adventity Global Services Ltd.

• Thane

• Senior Team Leader

  • Sep 2007 - Oct 2008

  Site in charge for IT Infrastructure & handling a site of 379 desktop’s, 16 servers and a team of 8 engineers. Coordinating with vendors and the internal domain leads (Server, Network, Telecom, Dialer, Application Development and Information Security) to maintain uptime of 99.6%. SPOC between IT and Operations. Managing the complete set of onsite resources and working along with business process for their day to day operational issues • Managing onsite team of L0, L1, and L2 resources • Managing the teams roaster and shifts • Managing teams KPIs • Experience of working onsite • Experience of managing Datacenter setup • Ensuring onsite teams trainings and Skill upgradations • Tracking all the critical incidents till closures • Communications to business process for the closure of the critical incidents • Daily / Weekly reviews • Coordination / Escalations with the telecom service providers • Coordination at remote locations • Monthly SLA report generations • Preparing the Service improvement plans and sharing with business process • Adherence to the processes and policies • Preparing the checklists for the processes to be followed by onsite team • ITIL framework implementation • Day to Day operations management Show less



Trimax IT Infrastructure & Services Ltd

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Program Manager

  • Aug 2006 - Sep 2007

  (A) Program Manager for Sparsh BPO & handling a team of 35 engineers at three locations i.e. Thane, Krishna Bhuvan & Lakme at Govandi. And also handling a team of 12 engineers at Sparsh Banglore. (B) Also worked as program manager for MTNL site & handled a team of 15 engineers at three different locations i.e. Fountain, Goregaon & Thane. Managing the complete set of onsite / Offsite resources and working along with client for their day to day operational issues • Managing onsite team of L0, L1, and L2 resources • Managing the teams roaster and shifts • Managing teams KPIs • Experience of working onsite at Clients environment • Experience of managing NOC setup • Ensuring onsite teams trainings and Skill upgradations • Tracking all the critical incidents till closures • Communications to client for the closure of the critical incidents • Daily / Weekly reviews with client • Coordination / Escalations with the telecom service providers • Coordination with the client at remote locations within or outside the country • Monthly SLA report generations • Preparing the Service improvement plans and sharing with Client • Adherence to the processes and policies • Preparing the checklists for the processes to be followed by onsite team • ITIL framework implementation • Day to Day operations management Show less



Wysetek Systems Technologists Pvt. Ltd.

• India
• IT Services and IT Consulting
• 200 - 300 Employee

• Team Leader

  • Jul 2002 - Mar 2006

  (A) Worked with Wysetek Systems Technologies Pvt Ltd as the Sr. customer Support Engineer and then getting promoted to Team Leader. • Perform an attended installation of Windows 95/98, Windows NT workstation, Windows NT server, Windows 2000 professional, Windows 2000 server, Windows XP, Windows ME. • Deploy service packs. • Troubleshoot failed installations & OS Problems. • Configure and Manage File Systems on NT/ 2000. • Managing network print devices on NT/ 2000. • Configure and troubleshoot hardware devices on NT/ 2000. • Monitor and optimize usage of System resources on NT / 2000. • Install, Configure & troubleshoot Network services, Protocols, Disk Quota, RAS, DNS, DHCP, WINS. Trust Relationship on local As well. • Install, configure and troubleshoot the components of Active Directory on Windows 2000. • Installation, Configuration & troubleshoot the IBM, Compaq servers. IBM: - X Series 200,205,226,345,346 Compaq: - Proliant: - ML-350,370 • Install, configure & troubleshoot the RAID 0,1, 5 • Troubleshoot the failed components of the server & replacing the same. • Setting up the SCSI Id’s & configuring the external SCSI disk case. • Tower to Rack conversion. • Installing configuring and administrating Norton Corporate Edition, Mcafee, AVG,E-scan • Managing Critical virus related issues. • Installing, Configuring & troubleshooting the modems, ISDN TA. • Installing troubleshooting & configuring the Proxy servers. (Winproxy, Wingate, MS-Proxy) • Configure the mail accounts on the different mail clients such as Outlook Express, Microsoft Outlook, and Netscape. • Hardware Management includes maintenance of unbranded and branded workstations like IBM / COMPAQ / DELL /Toshiba Laptops, Peripheral devices like HP LaserJet printers and networking devices like 3 COM / INTEL Switches / Hubs. • Installing, configuring & troubleshooting the peripherals like printers, Modems, DAT’s, Motherboards and USB devices. Show less