Name

Email id: @gmail.com

Contact:

Career Objective
A result oriented professional with 10+ years of experience across Banking Operations, Enterprises Solutions (ES) &
Telecom domains and hands on experience in resolving multi-dashboard business process improvements and SME in
Application Support.

Professional Experience

NTT India GDC Private Limited, India May 2021 to till date
Service Desk Associate

Responsibilities:

• Supporting end-user hardware equipment like Desktop, laptops, Printers and scanners.
• Supporting Windows operating system and Client software like MS Office, VPN etc.
• Understanding of networking concepts and basic troubleshooting.
• User Administration tasks via Active Directory like creation of service accounts, password reset, account
updates, email address amendments, User onboarding and off-boarding.
• Creating/enabling User email address using power shell.
• Handling day-to-day User related issues like Outlook, PC related, disk space issues, Connectivity tools like
Cisco Any Connect/FortiClient, Communication tools like MS Teams.
• Outlook configuration, assisting for .pst creation, email backup, Outlook profile issues.
• O365 – Creation of Distribution Lists, Shared mailboxes, access management to Distribution Lists and
Shared mailboxes, creation of Guest/External contacts, Resource/Meeting rooms.
• Regular checks for User license availability via O365 Admin reports and communicating for license
procurement.
• Azure admin tasks – Creation of Guest accounts, Multi Factor Authentication management, license
management for vendor accounts.
• License management – Handling license assignment and revoke using integration tools like Sailpoint and
Workday.
• Supporting on User administration for applications like Sales Force, Changepoint (PPMS), Direct.
• Email flow handling via Mimecast – Email/Email attachment release, Monitoring/Troubleshooting the mail
flow issues, checking end-to-end email flow in case of email delay/block/non-receipt, email domain
whitelisting.
• Maintain good and clear communications with Clients and stakeholders.
• Identified training/up-skilling opportunities for techs (including cross-skilling) which contributed to better
resource management and availability on the floor operations.
• Take an innovative approach while working towards the customer requirements and work on Service &
Process Improvements.
• supporting Apple Mac systems, MacOS and Linux systems.
• Troubleshooting thin clients, PCs, scanners, and portable handheld terminals / Barcode scanners.
• Supporting switches, wi-fi, routers & firewall.
• Strong troubleshooting skills of IT systems
 • Good written and verbal communication skills. Comfortable communicating in person and via phone/e-
mail with peers, management, contractors, and vendors.

Microsoft, Bangalore Jan 2019 – Oct 2020

Technical Advisor

Responsibilities:

• Analyze data and utilize call monitoring to understand the root cause for performance deficiencies
• develop action plans for improvement focusing on improved Customer Satisfaction, reduced time to
solution, and increased resolution rate, provide direction on issue resolutions, and assist with needed
content and training.
• Manage the business and operational excellence of our customer support organization
• Implement the service delivery strategy defined by the organization.
• Ensure that quality and service delivery standards are met and exceeded
• Collaborate with other organizations such as Sales, Marketing, Operations, Engineering, QA, and IT to
improve overall customer satisfaction objectives
• Manage the support operations and performance activities, customer satisfaction
• Engage with the global TA team, our Supportability team, and the Product Groups on emerg ing trends
and serve as the voice of the customer and the agent for the region
• Solve technical problems escalated from outsourced partners
• Work with local and global stakeholders on hot issues, complaints, and general quality concerns
• Deliver and collaborate on new and existing training and deliver training as needed
• Ability to identify support tasks that can be automated
• Set Goals (KPI) and Review team performance daily, weekly, quarterly and half yearly

Concentrix Daksh Services India PVT LTD Bangalore May 2011 - Oct 2018
Operations Lead

Responsibilities:

• Incident Solving, research & diagnose issues and troubleshoot product functionality based on the
diagnosis, document the issue & create an article in case of a new scenario faced, communicate with the
customer preferably via phone and provide detailed update on incident.
• Routinely interface with clients and internal departments effectively and clearly.
• Design, develop and implement processes and systems to support and enhance the technical support
function, including workflow and incident management.
• Develop and implement practices that measure the effectiveness and performance of the Technical
Support Function.
• Review and improvise existing policies to scale up on existing quality standards.
• Drive the vision for Customer Experience across Inbound and Outbound customer channels.
• Manage and develop support teams - including hiring, professional development and proactive project
work as a part of Stretch Assignments along with tracking and reviewing team performance statistics
• Determine and document areas that may need improvement and providing process training for new hires
in batches
• Attending calibration calls with client.
• Monitor Calls/ emails and provide feedback
• Monitor escalation’s and ensure timely closure.
• Identify training needs and share with the training team.
 • Conduct refresher trainings

Responsibilities | Australia & NZ (ANZ) and Telstra Procurement

• Acted as analyst for 2 projects from transition till projects settled.

• Assisted employees to place an order or create a shopping cart for goods and services.
• To change the ownership of purchase order and to set up a new vendor in the system.
• Checking the status of orders or Shopping Cart and invoice.
• Bill transactions on a timely basis and within month/quarter/year -end deadline
• Work with collections team to resolve any invoice queries, including processing credit memos.
• Work with revenue team to support correct revenue allocation through OM upfront processes.
• Order paperwork review to ensure adequacy for processing and invoicing.
• Dealing with order & billing related queries from other departments Internally.
• Updating of Excel spreadsheets for order tracking and reporting
• Managed the invoices and purchase orders on Shopping Cart through SAP & WebEx.
• Requesting the Operations Team to resend the copy of Purchase Order to the Vendor.

Responsibilities | Global Workforce and Web Process Enablement

• Maintain internal IBM applications.

• Cross verify the query on application.
• Raise tickets on ITHC tool (IBM tool).
• Error resolution and research.
• Periodical follow ups with up-line L3 team.
• Verification and compliance for IBM courses for staff.
• Online issue resolution during the courses.
• Follow up on the technical issues / interface.
• Manual testing of applications pre-deployment to the employees

Aditya Birla Minacs Worldwide Ltd. Bangalore Feb 2010 - April

2011
Associate

Responsibilities:

• Resolving customer complaints brought to your attention.

• Manage large amounts of inbound and outbound calls in a timely manner
• Follow communication “scripts” when handling different topics
• Identify customers’ needs, clarify information, research every issue, and provide solutions and/or
alternatives
• Seize opportunities to upsell products when they arise
• Frequently attend educational seminars to improve knowledge and performance level
• Meet personal/team qualitative and quantitative targets

Accomplishments
 • Received continuous appreciation from clients for delighting them with quick solutions. In turn was awarded
as the Best Performer for consecutive 2 quarters in 2019 and 2020.
• Worked with T3 and suppliers, there by reduced overall escalation rate
• Conducted process training for three batches consecutively with a through put of average 78%.
• Best Performance in Accuracy & Efficiency for the month Jan 2018.
• Certificate of Appreciation for significant contribution made by the team for March 2018.
• Received Star Performer Award for maintaining Quality, Overall performance and VSATS consecutively in 2016
& 2017.
• Received STAR awards for 2 quarters in 2017.
• Certificate of Achievement for the month of June 2017
• Best All-rounder Award for the month Q3 2017

Computer Proficiency

Operating Systems - Windows, MacOS MS Office.

Applications known - Azure Active Directory, MS Exchange, Mimecast Administration console, MFA.
Power BI have created some basic dash boards on PBI app. As a TA my responsibility included to
publish team performance reviews in Power BI application.

Educational Qualification

Graduated in Bachelor of Commerce from Dr C.V Raman University Bilaspur, Chhattisgarh.