Experience

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  Boeing Intl Corp India Private Limited

  • India
  • Consumer Services
  • 1 - 100 Employee

  • Experienced Process Analyst / Versatile Technologist

    • Sep 2023 - Present

    My role involves Incident,Change, Asset, Problem and Service Continuity activities for the Global Network Infrastructure Services team at Boeing.

  • Process Integration Specialist / Versatile Technologist and Business Liaison

    • Oct 2019 - Oct 2023

    - Support to Boeing Factories w.r.t. IT Asset Management and IT Service Centre Operations. Asset management using IT tool Service now. Computer domain management & AD Management.- 2 and 3-Tier Support for Enterprise Helpdesk w.r.t Hardware and Software related Issues.- Allocate Service Technicians for Hardware replacements On-call and Floor Support.- Executive Support Operations and Priority Settings.- Follow Agile Methodologies and handle Scrum Meetings for reporting. Cultivated Agile Practices and inculcated it internally to our day to day operations. Created Knowledge Base and Workflow articles for New Hire Process Learning and KT’s.- Loaner Asset Management and IT Service Centre Cost Analysis. Generate monthly asset & asset user report on asset cost analysis, late loaner’s, repeat offenders, analysis using Service now. Asset finance management, allocate asset to right department for billing, invoice management. Loaner Availability and Usage Analysis.- Vendor Management and Supplier Management. Working with counterparts on needs for IT Service centers allocation of assets & man power through suppliers.- International travel Kit usage and ordering. Provisioning of Low Value Assets for International Travel.- Individually led this process in India and owned Off- US support for all the IT Service Center Operations.- Work as a Business Liaison and a Site Approver to audit all the IT Asset requirements that are needed across all the Business Units at Boeing. Coordinate with the IT Business Partners to know if the asset requirements are permissible under their respective Cost Center / IT Cost Center budget. - Align growth requests for new teams. Work with department leaders to depict a effective ROI approach.- Direct the Fulfillment team to allocate according to the requestor need.- Create guidelines for the contractors on how they can have IT Assets allocated.- Plan to create a cost effective approach.

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  Cerner Corporation

  • Bengaluru Area, India

  • Senior Support Technician

    • Mar 2016 - Sep 2019
    • Bengaluru Area, India

    - Hired as a Senior Support Technician, fulfilled all my duties. Primarily adhere to Inbound calls and Service Requests from Internal Associates and fulfill their access requests and resolve software/hardware/ wireless related concerns raised.- Have been among the best performers in the team handling additional responsibilities like taking ownership on escalated issues / complex concerns. Playing a role of SME in the team.- Have been a part of pilot projects like the Early Adopters, Office 365 Introduction, Mentorship Programs, HealtheIntent Access related support process Introduction, Microsoft Intune (MDM) and OneDrive Implementation.- Have taken ownership over several projects and tasks internal to the team which brought value to the process and uplifted the quality of the tasks performed at 1Help. Introduced processes to uplift and identify call vs SR ratio lack, CSAT Improvement, Email Etiquette in the team, Follow up approach on SR’s and Floor Support tracking.- Played a bridge between other teams to get concerns addressed. Played a vital role to avoid communication gap between US day and Night Shifts.- Other Process Value Additions – Initiated and am currently playing as a Project Coordinator in KBA AV Conversion Project as an Self Help initiative. - Playing a mentor role for Associate Support Training Plan for Global Technicians.- Been a trainer for 10 New hires in the team.- Playing a part in the Executive Support Pilot and have accomplished projects such as Executive Mailbox Audit and Executive Mailbox Calendar and Email Delegation rights.- Pro-actively taken up complex issues / escalations and have worked with several teams to resolve issues relating to Exchange, Access Management and WAAS Teams.- Played a role of Acting Team Lead and have managed the Day shift team in the absence of Team Lead.

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  24x7 Learning

  • Bengaluru Area, India

  • Technical Support Executive

    • Apr 2015 - Mar 2016
    • Bengaluru Area, India

    - Clarifying a client's system specifications, understanding their work practices and the nature of their business.- Analyzing the hardware and software specifications for the implementation of software either (on-premises or hosted)- Analyzing IT requirements within companies and giving independent and objective advice on the use of IT.- Performing UAT with reference to the delivered product and client requirements.- Ensuring that products of premium quality were delivered to the client. Gathering feedback on the support and services rendered.- Organizing and handling training for users and other consultants.- Providing support for quality assurance testing and defect resolution.- Providing support query support and resolution to the client for all LMS.- Analyzing software feature requests (customization requests) from customers and delivering the successful editions of them.- Proficient in testing and delivering E-Learning course builds (AICC and SCORM) from the raw content and supporting the clients to upload and track the courses in LMS.- Efficient in troubleshooting browser compatibility, Java compatibility and resolution compatibility issues.- Extensive knowledge in troubleshooting course related issues (Course tracking, Completion status and Progress tracking).- Efficient in providing training on the workflow, process flow and user interface of the LMS.- Proficient in helping the sales team to provide functional and technical demos and answer to customer queries during pre-sales. Individually handled the installation, configuration and support of CAN-8 LMS in client location remotely.

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  The Writers Block

  • Bengaluru Area, India

  • System Administrator

    • Oct 2012 - Apr 2015
    • Bengaluru Area, India

    - Troubleshooting issues relating to Desktop, Laptop, Wireless, Internet and Network Connectivity.- Configuring and maintaining N-Computing server and client modules.- Installing and configuring of organizational mailboxes (Outlook and Thunderbird).- Installing, configuring and monitoring CCTV Cameras and handling maintenance.- Leading the IT team (team of 2 members) and maintaining the complete IT infrastructure across all the branches of the organization.- Performing and supervising weekly IT audits and system performance checks.- Handling plan/purchase approvals and decisions for requirements in IT (software/ hardware).- Handling Pre–project IT requirement assessment and their key utilization decisions.- Attending customer meetings to understand their expectations of IT support and coordinating for successful accomplishment of the project.- Understanding customer needs and coordinating pre-sales RFP fulfillment and final technical need answering calls/meetings.- Leading the team in planning and execution of client place IT requirement fulfillment and set up.- Working with client organization is IT Team for remote assistance and content movement.- Deploying content/product in customer site and execution.- Installing, configuring and maintaining Adobe product suites, single license packs, add-ons and Microsoft OS and Office tools.- Improving functional knowledge of user Management in server environment.- Configuring and maintaining attendance machine (Access Card configuration, Add and Delete Users, Log Report, Scheduled Backup Configuration).

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  MARS CONSUMER SERVICE PRIVATE LIMITED

  • Bengaluru Area, India

  • IT Service Engineer

    • May 2011 - Apr 2012
    • Bengaluru Area, India

    - Troubleshooting issues relating to desktop, laptop and wireless connectivity.- Troubleshooting issues relating to Internet and network connectivity.- Aligning and assigning tickets to other agents in the organization based on availability.- Handling shipments of new products to customer place and return of faulty ones.- AMC renewal follow-ups and coverage promises maintained.- Rooster the calls to agents, monitor the service quality and collect feedback from customers.- Handling second level escalations (such as D-SAT customers).- Leading a team of two members (service engineers).

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  Dell Computers

  • Bengaluru Area, India

  • Technical Support Associate

    • Oct 2010 - Feb 2011
    • Bengaluru Area, India

    - Troubleshooting issues relating to desktop, laptop and wireless of Dell Canada SME Products.- Efficient in resolving network, hardware and Operating system-related issues.- Supporting the team in handling network and software-related issues in the absence of the Team Leader.- Maintaining efficient AHT (Average Hold Time), break rooster of the team and first level escalation calls.- Following up and educating customers to perform an operating system re-install, restore and backup data on computer, hardware part replacement (such as RAM, HDD and battery).- Up sales of computer accessories and warranty extension after successful troubleshooting.- Coordinating with Dell Service centres and other departments (Support Engineers) to help the customer in case of critical part replacements (such as the motherboard, cooling fans etc.) or a major component repair.- Coordinating with the delivery of customer orders after up selling and follow-ups until the product is delivered