Canada
Currently working as an IT Lead for Concentrix Technologies and below are the Key responsibilities:- • Handling IT infrastructure in Bangalore, Chennai & Gurgaon with 15 location engineers for supporting all desktop hardware/software, technical issues faced by end users. • Building up a strong IT support team in all 3 locations to cater to the business needs. • Spearheading any office moves as and when it happens with regards to planning and creating network and communication infrastructure in the new office premises, telephony system and finally planning and executing the "move" of existing IT infrastructure. • Formulating and proposing enhancements in the existing IT systems based on the technological advances that are available in the locations to the management with the aim of enhancing the productivity of end users and managing costs. • Keep current with the latest technologies and determine what new technology solutions and implementations will meet business and system requirements. • Controlling the team of Network, Server, Application and Voice engineers across the locations to facilitate end users. • Have strong verbal, written and interpersonal skills with ability to communicate effectively across organizational lines and with virtual team members, strong relationship building skills • Strong interpersonal skills, ability to communicate and manage well at all levels of the organization and with staff at remote locations.
Currently working as Team Lead/Site-in-Charge in Wipro InfoTech Electronic City S1 location. Below are the Key responsibilities:- • Supported CEO, Vice President and General Managers of the Organization for Technical Queries and AD related issues. • Prime responsibilities include handling User Escalations, C-SAT, MIS and Remote support performance. • Actively involved in any new projects rolled out from PMO, analyze the same on the effect it has on remote support and take further steps with concerned authority for solution. • Ensure high quality support is delivered by the team members by continuous monitoring and mentoring to meet all SLA parameters like response/resolution/repeat/reopen/C-Sat/Remote Penetration and analyze RCA on deviated incidents • Analyze repeat/reopen incidents and document the RCA for the same and follow-up with the problem management team for a permanent resolution and active involvement in case of change- if required. • Driving the team to ensure 100% scripted support for all incidents and update the Knowledge base with known errors .Ensure all team members contribute technical and process related documents to the knowledge base. • Coordination with central teams for solving various network/Server/Security related issues and involve right people at right time to get things sorted out. • Monitoring Antivirus and SCCM compliance weekly basis for the each and every systems in location and ensure 100% compliance is enhanced. • Coordination with central teams for solving various Network/Server in case of any network outage.