Experience

Impel Overseas Consultants Limited

• India
• Education Management
• 1 - 100 Employee

• Senior System Administrator

  • Aug 2013 - Present

  Involved in Installing and Troubleshooting the Win-2003 Servers Involved in Setting Up Local Area Network Configuring and Trouble Shooting the LAN Trouble shooting the Hardware and Networking problems Trouble Shooting the Operating System Involved in Installing and Troubleshooting the Win-2003 Servers Involved in Setting Up Local Area Network Configuring and Trouble Shooting the LAN Trouble shooting the Hardware and Networking problems Trouble Shooting the Operating System



IBM

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• DeskSide Support Engineer

  • Oct 2011 - Present

  • Working as Team Lead for 8 Members(Including Vendor Engineers), preparing roaster timing's for them and scheduling for on-call locations • Improving Quality and Client reference ability by addressing systemic root causes and attained 100% SLA • Driven Defect prevention and reduce 50% calls by year End for the locations managed • Improve and implement customer satisfaction measurement with target of >95% and goal of 10% improve-ment • Attending Everyday Con calls for Ticket status updating • Responsible for Solving Sev1 Tickets and acting as a member to Problem Management Team • Coordinating with Change Management Team for necessary changes • Minimize client escalations on the account with goal of zero executive escalations • Ensuring 100% Proper resolution data in tool on call closure • Weekly analysis of call drivers and identification of prevention and automation areas • Handling escalation independently and ensuring that such incidents should not happen in future • End user training and keeping the user informed for any of the problems • Doing weekly/monthly meeting with the vendor engineers to guide them for improved service • Ensuring 100% call capturing in tool for the locations being managed • Quarterly refresh training of Incident Management /IMAC/Desk Side processes to engineers, Along with technical training • Managing the Team for L1 support regarding Software installations, Hardware Installation and L1 Network Support Show less



IIFL (India Infoline Group)

• India
• Financial Services
• 700 & Above Employee

• Sr. Technology Officer

  • Nov 2007 - Sep 2011

  • Worked as a Technology Incharge for A.P • Involved in Installing and Trouble shooting the Win-2003 Servers • Involved in Implementing in new technologies like MPLS, Voip • Implementing, Maintaining, Managing, Trouble shooting the Auto Dialer System • Configuring and Trouble Shooting the LAN • Providing Assistance, Support to Remote Locations • Trouble shooting the Hardware and Networking problems • Trouble Shooting the Operating System • Worked as a Technology Incharge for A.P • Involved in Installing and Trouble shooting the Win-2003 Servers • Involved in Implementing in new technologies like MPLS, Voip • Implementing, Maintaining, Managing, Trouble shooting the Auto Dialer System • Configuring and Trouble Shooting the LAN • Providing Assistance, Support to Remote Locations • Trouble shooting the Hardware and Networking problems • Trouble Shooting the Operating System