ITIL Certified, Service Desk Team Leader

Available

Serial No: 15199

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Skills keywords: change management, customer support, desktop support, incident management, it service management, technical support

Short Bio:

I am an ITIL certified B.com Graduate with 6+ years of experience in BPO and IT Industry. The recent company that I worked with was Cognizant Technology Solutions for the 3 years into IT Service Desk as a Team Leader cum Incident Manager and Process Trainer.

My areas of expertise are the follows:

• Service Desk / Help desk.
• Incident, Change and Problem Management
• Technical Support
• Application Support
• Customer Support
• Outbound Sales
• Process Training

Current location:  Tamil Nadu, India - View on map

Nationality: Indian

Preferred Sector of Employment:  IT and Technology, Admin and Clerical

Spoken languages: english, Tamil

Location I am interested in working: Anywhere

Education and Certifications

• B.Com

• ITIL V3 Foundation

• DCA (Diploma in Computer Application)

Technical Skills

Operating Systems Windows 2000, XP, Vista, Windows 7 and UNIX

Technical Tool • TWS Maestro (Tivoli Workload Scheduler). • BMC Patrol

• Service-Now. • SAP Transactions

• On-Target (Ticketing Tool). • Service Center

• Cisco Any connect. • Rave (EDC Tool)

• Live Person (Chat Support Tool). • VMS Watchdog

• Bomgar (Remote Support Tool). • Toad.

Professional – Project Experience

Recent employer’s name: Cognizant Technology Solutions (18th May 2011 – 12th June 2014 )

Designation : Systems Executive Operational Role : Service Desk Team Lead

Last Project : Xerox Business Services Team Strength : 18

Duration Dec 2013 – June 2014

Technology Service Desk – IT IS

Roles & Responsibilities

• Lead and manage the team of IT Service Desk Analysts who provides 1stlevel and 2nd line support via Emails, Chat, Telephone, and Web using remote desktop tools.

• Monitor the effectiveness of incident management process and make recommendations for improvement.

• Take ownership of high severity Incident, engage and co-ordinate the support groups to ensure faster resolution.

• Coordinate activities between multiple support groups to ensure adherence to extant Service Level Agreements where other groups are needed to resolve a single Service Desk incident.

• Check for the new process update and share the same with team for proper adherence.

• Take ownership on process escalation and handle it promptly.

• Organize and participate in Service Delivery Review Meetings.

• Promptly escalate issues, which affect product delivery and quality that are beyond scope of influence and report same to reporting manager.

• Update regular associates RAG status and discuss the Red cases on the immediate basis with the project manager to help the manager in the management attrition.

• Help PM in the annual and mid-year appraisal process as wells as in the monthly project management review.

• Generate, send Management and client specific reports.

• Conduct Ticket, Email and Call audits to examine the quality and perfectness of services delivered.

• Follow up on the open Tickets handled by team and get it to on time closure.

• Develop, update and maintain process documents and knowledge base articles.

• Train and Mentor the team members in process skills and knowledge.

• Conduct Shift Huddle to reinforce teamwork and allow perfect communication of essential information which cannot be left to chance.

• Schedule shifts effectively to ensure enough coverage and to handle the high volume of work

Achievements:

• Successfully transitioned the pilot process provided KT to 35 Team members in Onsite and Offshore.

Second Project : Centrica PLC (British Gas)

Operational Role : Service Desk Team Lead Team Strength : 25

Duration July 2012 – Nov 2013

Technology Service Desk – IT IS

Roles & Responsibilities

• Ensures proper functioning of all Centrica’s application by monitoring and resolving failures through process related technical tools.

• Identifying the failed jobs in TWS and routing to the respective application team to fix the same.

• Raising the Incident tickets, coordinate with Technical team and corresponding SPOC to fix the issue.

• Determine the criticality of an issue; raise a Priority (P1 and P2 Incidents) to Incident Management team and Co-ordinate with them to resume the failed service back in form faster.

• Intimating to the Business stakeholders once the issue is resolved.

• Raising ITASK to Third Party support team (HP, Fujitsu and TSL) for server related issues and continuously follow up with them for prompt resolution.

• Actively promotes continuous service & process improvement by raising CSI with respective application team.

• Intensively working with SAP team to ensure SAP issues are dealt efficiently.

• Submit the review and assessment report on Change Plans to Release Manager.

• Attend Change plan review call with Implementation team along with Release managers and all other support teams to provide valid inputs for ensuring a successful implementation of change.

• Implement the Change Task on the said time and order.

• Inform the Release manager after performing each and every Task.

• Perform job manipulations in TWS Maestro as per request received from support teams in form of MSR, CTASK and ITASK.

• Provide training to the fellow associates and new joiners on process.

Achievements:

• Completed successful KT from Onsite (UK) to Offshore Team and hence a successful Transition

• Played a vital role in Pilot and guided support to move the process Go Live.

• Provided efficient training to over 20 fellow members.

First Project : AstraZeneca UK Limited

Operational Role : Service Desk Team Lead Team Strength : 15

Duration 18/05/2011 – 31/06/2012

Technology Service Desk – IT IS

Roles & Responsibilities

• Handle the whole team in all the three locations (Chennai, Shanghai and Budapest).

• Manage the performance of services to users (24 x 7, 365 days per year), ensure that service levels are achieved in line with contracts and that customers expectations are met or exceeded.

• Ultimate responsibility for ownership of all user’s incidents or logged service requests.

• Track the incidents to conclusion in line with SLAs and quality standards.

• Manage critical user incidents, associated to customer communication, activities and any appropriate escalations.

• Provide information about incidents analysis and KPIs.

• Build services relationship with customers and conduct service reviews for key customers.

• Review performance reports, service improvements, service quality and processes.

• Provide management and performance reports.

• Manage and collaborate with third party suppliers and ensure that their performance and provision of services and quality are in line with Client expectations.

• Identify and implement improvements to the Service Desk incident logging system in order to provide a more effective and efficient service to customers.

• Ensure that the Service Desk is fully using appropriate knowledge management tools and practices in order to provide a more effective and efficient service to users.

• Contribute to the success of the business and assist in improving the overall customers experience within the team.

• Meet goals and KPIs as set by the line manager.

• Ensure that team’s KPIs are monitored; actions are taken, evaluated accordingly and delegated properly.

• Review aspects for improvement with own practices and processes and ensure that communication takes place across the whole area of responsibility.

• Mentor and train the team in process knowledge and updates.

Achievements:

• Completed successful KT and hence a successful Transition

• Provided a major contribution to achieve Go Live.

• Got certified as a Trainer from Client by completing and presenting defined Train the Trainer module.

Previous employer’s name: SUTHERLAND GLOBAL SERVICES

Project Name : Symantec Antivirus

Duration Mar 2010 – Apr 2011

Technology Inbound Technical Helpdesk – BPO (Technical Support Executive.)

Role

• Responsible for answering/placing cus¬tomer ser¬vice calls and abide by the pre¬scribed norms.

• Dispatch esca¬lated issues as appro¬pri¬ate.

• Selling the appropriate services for the customer’s issue.

• Maintain high level of quality, technical exper¬tise and soft-skills.

• Aptly trained and updated in indus¬try spe¬cific tech¬nol¬ogy and in client’s processes, applications/util¬i¬ties and prod¬ucts.

• Achieving the key met¬rics and tar¬gets.

• Providing soft skill training to new hires.

Achievements:

• Won BRAVO awards thrice for call quality and for achieving highest sales.

• Topped the stack in all the roles performed (Resolution Expert, Resolution Specialist, Escalation Handler, Sales Specialist).

• Met the target on Customer Satisfaction for four consecutive quarters and stood first in the program.

• Involved and succeeded in short term projects like AHT reduction and quality improvement in call documentation process.

Previous employer’s name: ICON TECHNOLOGIES

Project Name : Bell Canada and Bank of America

Duration Oct 2007 – Aug 2009

Technology Outbound Cold Calling – BPO (Customer Support Executive.)

Role • Making Outbound calls to Canadian prospects to sell the products of Bell Canada.

• Doing Background check and verifying the employment of customers who applies for the loan with Bank of America

• Achieving targets and increasing sales of the team.

• Taking escalations from subordinates.

• Generating sales reports on the total sales made by the team and validates the same.

• Achieve sales from unsatisfied customers.

• Training fresher’s on the process and the call handlings.

Achievements:

• Won the award “TEAM OF QUALITY” from US client.

• Done the maximum number of verification on BOA customer and thus helped completing the project before the agreed time.