Experience

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  Softenger

  • Pune Area, India

  • Manager

    • Jun 2014 - Nov 2023
    • Pune Area, India

    Strategy formulation for the IT service offerings across different geographies.Accountable for delivering business results, Revenue, Billing, Cash flow for group of projects under the Program.Lead strategic Service Delivery, yearly financial & budget planning by forecasting requirements, preparing an annualbudget, scheduling expenditures, analyzing variances, initiating corrective actions.Preparing and presenting technical proposals / solutions, business presentations to clients, as a response to RFP.Collaborate with different teams for project requirements & scope and manage implementations to ensure on-timedelivery.Responsible for Risk identification and mitigation, resource management & Progress reporting and mentoring.Identify, design and document project scope, gather requirements and initiate the transition process.Resource acquisition to staff incoming processes by Liaising & coordinating with Service Owners / Leads i.e.Recruitment, Human resource, Contractors and consultants to deliver project as per plan.Building productive customer relationship and taking responsibility for customer satisfaction and perception bypromptly resolving customer issues.Oversee end-to-end life cycle for all IT Program and Projects. Own Business Case, RFQ, Financial Approvals, Planning,Resource management, Cost/Time management, Implementation, Stakeholder communication, steady state andsupport Implementing of Governance Model & Ensure Project/Program deliverables are met timely and efficiently.Effectively manage stakeholder expectations and resolve conflicts that balance business needs.Transition and consolidation of resources & services with value addition to client.Played key role in strategic planning for increasing profit margin and customer satisfaction.

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  Accel Frontline Ltd

  • Mumbai Area, India

  • Area Manager - Customer Services

    • Apr 2007 - Apr 2014
    • Mumbai Area, India

    Managed a transition of Operations and IT Infrastructure support including Wintel team, Network team, ServiceDesk support and Asset Management with a team of 80+ Engineer’s.Managed work load, improvement of processes & systems, team management, stakeholder / client & escalation.Leading a Team of 80+ Engineer’s for Operations & Delivery of and IT Infrastructure Support.Establishing high standards of performance of self, direct reports to maximize team’s ability.Responsible for Problem Management & working as SPC (Single Point of Contact) member for analyzing and rectifyingRoot Cause regarding telecom issues & Presenting Reports to Customers and Stakeholders.Taking care of the Procurements of IT assets to fulfill the IT Operations requirement in coordination with SCM team.

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  Choice solutions Limited

  • Mumbai Area, India

  • Desktop Support Engineer

    • Jan 2007 - Mar 2007
    • Mumbai Area, India

    Installations & Troubleshooting of Win2k Server Windows XP Pro, Win2k Pro Win2k3 Server, Win2k Advance Server.Installation & Configuration of MS Outlook (PoP3, IMAP, and SMTP) & Outlook Express.Installation & Troubleshooting with Local and Network Printer.OS Hardening on Desktops & Servers.Prepare and deploy Symantec Ghosting image using RIS Server.Installation of Virus Software’s (like McAfee & Norton) and its Updates.Download & Installation of Windows Critical Patches and Service Packs.Handle Voice Equipment’s (Avaya & Nortel) & troubleshoot if any Problem.Worked on VERITAS Version 10.Wireless & VPN Configuration on Laptops.Create & Configure Users account, reset password in ADS & assign user rights.Level 1 EPBX, Lease line & DSL line troubleshooting & raise a consolidated incident with vendors.Change VLAN & Configure Wireless connectivity with the help of Network Admin.

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  Business Link Automation India Limited

  • Mumbai Area, India

  • Team Leader

    • Mar 2005 - Dec 2006
    • Mumbai Area, India

    Coordinate the service desk team members in their daily duties of attending to clients who come to make inquiries andfacilitate good customer service culture in team members.Evaluate and assess service delivery performance metrics and carry out survey on clients to weigh the level of servicedelivery in the company.Keep record of daily operations at the desk for tracking of customer needs, services rendered and future reference.Delegate specific service desk responsibilities to team members to create specialization and increase service delivery pace.Review all client complaints, rectify issues and liaise with appropriate departments to handle complex issues in a bid toprovide more effective solutions.