Experience

engro

• India

• Project Manager

  • Jan 2022 - Present

  • Develop and manage a Project Delivery Team, delivering high performance. • Ensure the effective delivery of all company projects, following company protocols. • Coordination of all project matters. • Resource allocation and managing KRAs. • Managing stakeholders and provide timely updates on the projects progress. • Ensuring deliverables are achieved on time and to a high standard. • Logistical coordination as required on each project. • Directly engaged in managing contracts. • Contribute to improvements on project management processes and systems. • Ensure a cohesive and congenial environment while delivering high performance. • Develop key dashboards for transparency of reporting uptime and other metrics. Show less



Microland Limited

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

• Service Operations and Incident Management

  • Feb 2019 - Jan 2022

  • Closely monitorthe Tickets (P1&P2–INC/CHG/PRB), assigning them to the respective teams. • Work with the Technology teams to make sure the Priority tickets are actioned on time and closed within the SLA. • Initiate and participate inbridge call/ Make sure the required teams, leads, SDM are joined in the call to determine the issue and follow up with the teams till ticket closer. • Notifying the management about the latest updates on the progressing tickets. • Coordinating with EUC and stake holders related to application related issues. • Working closely with Internal project leads/head and assisting them related to New hire access to their projects. • Preparing SOP’s for new clients and any modifications for existing customers. • Work with management to assess and improve process and policies. • Following onboarding and off-boarding process for the employees. • Address employee concerns related to project as in when required. • Overseeing daily operations, ensuring employee productivity. • Completing daily/Weekly/Monthlytasks (Breach tickets for the previous week, Open calls, and aged tickets). • Working with the Internal teams / end users and resolving/closing the aged tickets – (Inc’s/requests) • Facilitating with IT admin in resolving technical issues for the teams. • Perform general duties as needed (User related calls, actioning emails) • Mentoring new hires. Show less



Unisys India

• Information Technology & Services
• 700 & Above Employee

• Service Delivery Coordinator

  • Mar 2016 - Apr 2018

  Role: Service Delivery Coordinator Responsibilities: • Working closely with the SDM Resource Manager and Office Team members to ensure the project is under appropriate controls and healthy. • Coordinate support operations to ensure customer satisfaction and SLA commitments. Handle Client escalations. • Participating in Conference calls with SDM, Resource Manager and PMO’s for process updates. • Backing up Service Delivery Manager in his/her absence. • Working with PMO Team in the fulfillment of project support functions. • Assist the SDM/ PMO with project risks and issues. • Monitor onsite service calls to completion on Click Tool. • Ensure SLAs are met and exceeded. • Develop and execute CSIP to improve service levels. • Preparing all kinds of Reports related to FSR (Weekly, Daily Performance reports) and uploading the same in one drive for leadership review. • Constantly working with field technicians to resolve their issues. • Weekly Audits for the FSR on sign off sheets from the customers. • Apply company policies and procedures required to deliver high quality services to clients. • Analyze recurring issues (RCA) and implement corrective action plans. • Single point of contact for inquires and escalations through e-mails and phone. • Constantly interact with the respective support functions to resolve issues & ensure the assigned daily activities are delivered • Identify potential SLA misses and escalate them according to the defined procedure. • Responsible for the SLA, Productivity, & Utilization metrics for the assigned account. Show less



Dell

• IT Services and IT Consulting
• 1 - 100 Employee

• Technical Support Engineer

  • Jan 2011 - Jan 2016

  • Fairly good knowledge on networking concepts. • Backing up TSS (Support Specialist) when needed to assist the team members. • Participating in weekly reviews for the team with managers and process leader. • Preparing excel data reports related to client follow up's for the day and cascading the same to the entire floor. • Preparing knowledge base articles. • Maintaining follow up status for team as per time schedule. • Discussion with leaders and knowing about the role of a process leader and site director. About payroll dept., transport dept., excel training. • Scrubbing cases for the team to make sure case history is in the right direction. • Dealing with all types of issues related to laptop and desktop hardware. Includes: Hard Drive issues, Motherboard, Ram, Power Supply, Graphic cards, Display, Add on cards. Software installations Includes: anti-virus, MS office, adobe elements, Photoshop, operating systems, data backup, parallel OS installations, hardware drivers, clients office software program in case of any conflicts. • ELS – Early life support on all Desktops and laptops. • Root Cause Analysis : Stop at 3 – Resolve at 3 (S3-R3) Show less



Knoah Solutions

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Technical Support – Subject Matter Expert

  • Nov 2006 - May 2010

  • Leading the team, handling escalations, Auditing, Live call Monitoring. • Analyzed the individual performance of each team member and motivated them to perform even better. • Organized training workshops to improve the performance of the members who were lagging behind in terms of performance. • Participating in weekly Call with the Client for new process updates. • Preparing excel data reports related to client follow up's for the day and cascading the same to the team. • Preparing knowledge base articles. • Maintaining follow up status for team as per time schedule. • Dealing with IT department for hardware and cisco issues for the team & raising tickets and following up with them till the issue is fixed. • Working closely with Command center operations when needed to maintain queue level, calls not getting abandoned. • Participating in interviews with manager for the team. Show less



Orion Dialog Private Limited

• India
• Information Technology & Services
• 1 - 100 Employee

• Customer Care Executive

  • Nov 2005 - Apr 2006

  • Handling all Inbound calls. • Backing up Supervisor in Monitoring the calls and AHT for the team. Significant Achievements: • Received appreciations and rewards from Account Head India (Knoah) for the process improvements and identifying and reducing repeated issues (Customer Exp). • Selected in top talent engagement for year 2012 Dell (performance based). • Star Performer and received CE Champ award for 2 Quarters in Dell. • Build cross technical skills in the team& training to new joiners, helping in reducing the overall training times (Knoah). • Received best appreciation as Key person for organization success from Resource Manager(Unisys) Show less