Amit Mahale ITIL CertifiedV3 (EXIN)
Professional Profile:-
The Service Desk Team Lead’s role is to oversee a group of Service Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Service Desk functions. The Service Desk Team Lead will also contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level.
1) Incident Management 2) Change Management
3) Asset Management 4) Service Desk Management
3) Asset Management 4) Service Desk Management
5) Client Relations 6) Project Management
7) Team Management 8) Vendor Management
KPIs & Key Tasks:-
Incident and Problem management:-
- Responsibilities for ensuring Client problems are resolved effectively, with minimum disruption to the Client.
- Responsible for ensuring progression of all incidents/ problems/ change according to specific SLA. Escalation of the problems occurred to the senior management.
- Responsible for Service Management (a blend of Situation, Problem, and Incident & Change management). Developed modules & action plans for teams to eliminate mistakes this role involves not only reviewing problems but identifying process improvements, ensuring that correct RCAs have been performed across the problem records for severity 1 and severity 2 incidents.
- Following ITIL practices; possess high level of experience in customer support capacity. Possess certain set of skills and technical expertise, with abilities that enable a quick response to incidents, ability to perform and analyse tasks, as well as to communicate effectively with constituency and other external contacts.
- Operations Managements; Formulating & implementing procedures for daily operations and internal reporting systems for monitoring productivity. Managing MIS to top management and conducing auditing of various works done on the production Floor on a daily basis. Handling internal adjustment on the production floor for the new joiners.
- Process Transition/ Enhancement; Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximise customer satisfaction level.
- Creating & implementing workflows to facilitate structured support in all areas and issues. Sending reports to top management and maintaining agreed SLA & thereby focusing on maximizing Customer Experience with the target of Zero Executive Escalation.
- Quality Management; Ensuring a high-quality customer experience, analysing CSAT (Customer Satisfaction), elevating customer satisfaction, while adhering to the SLAs. Setting out quality standards for operational areas and ensuring adherence to quality standards. Monitoring agent calls, analysing performance and providing valuable feedback as well as charting out plans for improvement in quality.
- Team Management; Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members. Planning targets, monitoring them and ensuring achievement of overall targets on a daily, weekly & monthly basis. Creating and sustaining an environment that fosters development opportunities and motivates high performance through effective management.
- Training & Development; Conceptualizing & developing need based training modules for developing multi skilled work force for cross utilization within sub processes for optimum efficiency. Arranging Refresher Training for teams (Based on QA reports, QA feedback, live monitoring). Reviewing, evaluating and updating Product training modules as needed, and communicating the changes to the business owner.
- Managing Service Operations with focus on achieving the pre-defined targets.
- Adhering to service procedures for optimising operational effectiveness of the products for the customers.
- Performing troubleshooting to determine cause & recommending corrective actions.
- Handling service delivery functions, to ensure end-to-end ownership of incidents and service requests.
- Result driven with exceptional practical judgement & with details skills developing process improvement, risk management & team management.
- Assisting in the creation of documentation and enforcement of product and performance standards.
- Strange operational process improvement background through effective cost reduction, tactical planning, productivity gain.
- Supervising all Client reports and internal management reports (including Service Performance Review, Balanced Scorecard, Customer Satisfaction Survey, etc).
- Involved in real time administration of various queues, designing models for attrition control, SLA reporting & volume arrival analysis
- Taking continuous improvement initiatives ensuring the operation meets the KPIs as set out in the SLA. .
- Seeking opportunities to improve services within own area of responsibility
- Identifying training needs and ensuring agents are provided with appropriate developmental programs.
- Helping the representatives to meet their individual targets by training, call calibrations, monitoring & regular feedbacks.
- Motivating agents for current level position as well as grooming them for next level.
- Attend and provide updates on all the issues on the Customer Daily Availability call.
- Ensure that the correct Technical teams are engaged and proper focus is paid to outages and recovery. Identifying levels of IT Service availability for use in Service Level Reviews with Customers. IT Infrastructure Capacity Planning in co-ordination with the client.
Working as PMO:-
KPIs & Key Tasks:-
- Assist and advise leaders, managers, and teams to the best use of project management disciplines and approaches within a fast-paced, high tech environment
- Maintain processes to ensure project management documentation, reports and plans are relevant, accurate and complete
- Track and report on project portfolio performance, providing a real-time, comprehensive, and prioritized view of all projects
- Assist in managing enterprise level resource allocation, including adjustments based on emerging business or technical opportunities and challenges
- Assist with establishing PMO stakeholder management plan and implementation of the communication framework
- Working in a Project Office under the management of PMO Senior Analyst
- Providing basic guidance on individual project proposals.
- Successful administration of project management framework, processes, and tools
- Support the creation and improvement of processes, procedures, and tools
- Effective tracking and communication of project status and metrics
- Working knowledge of a range of diagnostic Utilities, including Network Monitoring Systems, Active Directory Tools, etc.
- Demonstrated progressive / 3 years’ experience in the management of a technical support team.
- Proven track record of developing and providing Service Level Agreements and Service Desk deliverables.
- knowledge of project management Understanding of the principles and frameworks of successful project management from a support perspective
- Understanding of project delivery and acceptance processes within a fast-paced business environment
- Demonstrated capability for problem solving, decision making, sound judgment, assertiveness
- Excellent oral and written communication skills as well as excellent presentation skills with ability to conduct presentations comfortably to large group’s Strong relationship building and interpersonal skills.
Professinal Experience:-
Currently working with System plus As Service desk Consultant from Jan-2013 to till date.
Green Networks (Network Infrastructure Company) Service desk team lead & Senior Analyst PMO:-Jan 2010 to July-2013.(Leading Team of 10 SD Members)
Promoted to Team lead position after one year of employment (2011)
Ocean Techno solutions. (Network Infrastructure Company):-Jan2009-2010(1Year) L1 & L2 Service Desk Associates.
Technical Skill:-
| Operating Systems | Windows 2000/2003/2008/XP/VISTA/Windows 7 |
| Software | MS Office 2003/2007 & other software installations. |
| Networking | MS-Visio Networking designing. |
| Project management | Preparing the Project doc, Initiating the Project executions. |
| Outlook | 2007/2010 setup |
| Resource Management | Resource utilization, Team management. |
Key Achievements:-
- Reduced user call-back rate by 20% through accurate assessment of root causes of technical issues and consistent implementation of appropriate solutions
- Recording and tracking service requests, including incidents, until closure & verification with the user.
- Requesting incident classification and initial support, including forwarding to Second level, within Service Level Agreements (SLA).
- Involved in the recruitment of new staff. Praise team members and creates a positive working environment.
- Ensuring all administrative and IT records are entered and updated correctly. Providing prompt and accurate information on individual performance.
- Providing management information regarding the ongoing projects and recommendations for service improvement.
- Outperformed peers by maintaining outstanding record of technical support service, resolving 95% of all trouble tickets without escalation to senior support specialists.
- Substantially increasedsecurity and performance of systems by initiating installation of new anti-virus software and critical operating system updates
Personal Characteristics
- Strong customer service orientation.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Strong interpersonal and oral communication skills.
- Skilled at working within a team-oriented, collaborative environment.
- Ability to present ideas and solutions in business-friendly and user-friendly language.
- Ability to conduct research into e-mail software issues and products as required.
- Highly self-motivated and directed.
Relevant Training and Certifications
- ITIL Exin (V3) certified.
- Diploma in Computer Hardware and Maintenance
- Diploma in Certificate in Information Technology
- Maharashtra State Certification in Information Technology.
E DUCATI ON & TRAINING:-
- BCA(TILAK MAHARASHTRA UNIVERSITY) (2012)
- MBA (IT) Pursing: - Bharati University (2nd Year)
Personal Details:-
| Gender: - Male Marital Status:-Married |
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| Email-Id:- Amitm830@Gmail.Com |
| Cell No:-9767749724 |
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Language Known:-
English, Hindi, Marathi (Read And Write)
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