IT CALL COORDINATOR

• Apr 2017 - Present

Asst. Manager IT

• Jul 2012 - Sep 2015

Possesses excellent communication and interpersonal traits with talent for problem solving through reasoned thought processes. • Focused and hardworking professional equipped with thorough knowledge and technical understanding coupled with an analytic bent of mind and confident to take challenging assignments. • Hardware and Software implementation and support, Network implementation. • managing the DESKTOP/hardware and network infrastructure for the client • Supporting the following technologies employed in our enterprise systems: • Windows XP, 7 Desktops and Laptops. Working on Ticket, Service centre, ONE BUTTON • Answering requests by phone, Email follow-up mail and trouble ticket • Microsoft Productivity applications, including Outlook ,Ms office. Configuring MS Outlook & troubleshooting Remote Desktop, Outlook Web Access and Blackberry configuration, • Allocating daily jobs and workloads for 6 service engineers team • Regular team briefing on till now and what next • Managing team to meet all performance metrics goals and objectives • Escalation call management and change management of given tickets • SLA, Resource, Process management of 6 service engineers team • Performance evaluation, motivation, one to one discussion on weekly review • Monthly reviews with superiors to get guidelines to enhance performance • Supporting on configuring, troubleshooting and deployment • Call Ticket support to IT and end user on mobility devices, BB • Coordination with all branch tech support to close loop relevant. • Remote member online training via Team viewer or telephonic Show less

Dell Operation

• Jun 2008 - Jun 2012