Switzerland
Leading service management and delivery for end user services, including L2 remote desk, deskside support, end user computing, endpoint management and security, IMAC, equipment refresh, and workplace support. Accountable for leading digital transformation initiatives and innovating end user services to enhance user experience. Drive sustained adoption and employee engagement with remote service and self-service technologies, ensuring alignment with commercial requirements. Drive continuous improvement using analytics and automation platforms. Oversee lifecycle management of hardware/software with compliance and efficiency. Collaborate with global IT and business units to align regional models with strategic goals. Manage vendor ecosystems to ensure agile and scalable service delivery
Overall service delivery responsibility for Global end user computing( workplace services), Key service delivery responsibilities include: BAU service management and delivery responsibility for all end user computing scope of services. Management of service delivery to commercial SLAs, ensuring adherence and service improvement plans. All aspects of team management for service delivery teams including selection, recruitment, development and day to day leadership Ongoing transformation and innovation of end user and infrastructure services to develop user experience, drive ongoing adoption and employee engagement of remote service and self-service technologies Set up the Digital workplace environment using methodologies, tools etc Ensure Workplace Business requirements are continuously reviewed, improved, harmonised and requirements are prioritised Drive innovation in workplace and work to replace local stand-alone or obsolete workplace solutions with global solutions. Lead the development of digital workplace strategy and own it’s delivery. Desk side support and end user computing including end point management and security, IMAC, equipment refresh and workplace support, Enterprise Mobility, Hardware & Software asset management, Office365, Windows 10, application packaging & Transformation in all End User computing technologies.
Role- End User Computing Lead Professional Experience- IT experience of over 10 years across multiple customers across different geographies. Experience Overseas- 2 years’ experience working for Manufacturing Client in United Kingdom and also deputed to Germany for 16 Months working for a Pharmaceutical Customer • End Point management- SCCM • End Point Security – Encryption / Antivirus • Application Virtualization – Thin App , App-V, XenApp • Compliance Management – Group Policy • MAC Integration & Management • Mobile Device Management – Airwatch , MobileIron, Intune • Office 365 administration EUC (Tower Lead)– for a Germany Based Life science Industry spared across 30 Countries in 3 Different Regions , responsibilities includes • Managed EUC Operations. • Mobile Device Management • Ad-Hoc End User Computing Project Governance • Cross Cultural Team People Management • Service Transition • Seamless- Integration of New Acquisitions Projects Worked Upon- • Implementation- MDM solution (AirWatch) & global iOS rollout • Windows XP to Windows7 Migration • End Point Encryption (McAfee) • SCCM 2012 Implementation • Managing and Deploying Global Rollouts Key Competencies Rich experience in plan, design and implementation skills on various End User Computing Technologies. Rich experience on Cross cultural customer handling and End user services
• Working as IT-Helpdesk Executive for Call Monitoring Software and Systems. • Providing 1st level technical support for the users across the organization. • Handling the Call Monitoring Software (ClearMetrix) related issues for US and Indian Clients. • Ticket Opening and assigning to the development team and System Team of IT department • Communication through Voice, Chat and E-mails
A Level 2 Technician involving the Live Escalation of the High End troubleshooting for the US Clients. Handling escalations and taking Supervisor calls regularly. Help in maintaining Various MIS Reports in respect to MSI Scores and Login Data for the process. Help the team members improve their performance by giving them proper feed backs and the technical up training sessions in regular intervals. Provide live support to the new associates with call handling, customer service techniques and handling escalations on the floor. Knowledge of AVAYA – CMS reports generation and Data accumulation for MSI (Member Satisfaction Index). Efficient in Team Building and Team Handling.