·     Leading the service desk team.

·     To monitor and provide high level of Customer satisfaction.

·     Works on moderately complex assignments where judgment is required in resolving problems and making routine recommendations.

·     Monitors service and incident requests and assigns or resolves tickets allocation appropriately.

·     Work well with team to achieve desired SLA’s.

·     Organizing daily-WEBEX meetings and working on action plan for improvements.

·     Handling Sr. User’s and their requirements, VIP and Escalation Calls.

·     Follows IT standards and policies for workflow.

·     Responsible for daily report, daily preventive maintenance checklist of the team.

·     Engages vendors for onsite repair where applicable.

·     Provides Hardware Break/Fix solutions for technology assets where applicable.

·     Technical escalation documentation and tracking.

·     Completion of routine service and incident requests within Service Level Objectives.

·     Ensure resource availability and allocation

·     Develop a detailed project plan to track progress, analyzing and monitoring day to day calls and guiding the team for the same.

·     Perform risk management to minimize project risks

·     Establish and maintain relationships with third parties/vendors

·     Create and maintain comprehensive project documentation.

·     Accomplishes information technology staff results by communicating job expectations; Planning, monitoring, and appraising job results; 

·     Maintains organization’s effectiveness and efficiency by defining, delivering, and supporting strategic plans for implementing information technologies.

·     Verifies application results by conducting system audits of technologies implemented.

·     Preserves assets by implementing disaster recovery and back-up procedures and information security and control structures.

·     Recommends information technology strategies, policies, and procedures by evaluating Organization outcomes; Identifying problems; 

·     Maintains quality service by establishing and enforcing organization standards.

·     Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks.

·     Configuration of mail for user end viz. Microsoft Exchange , Lotus Notes, Mozilla Thunderbird

·     Up-gradation and installation of antivirus on user system.

·     Telephone configuration for user end like AVAYA & CISCO.

·     Maintaining data backup within company domain.

·     Provide support for implementation of IT infrastructure.

·     Making daily report on Excel, MIS reports, SLA reports and keep check.

·     Maintaining SLA compliance.

·     Maintaining escalation matrix and Vendor Management.

·     Generation of reports on timely basis for maintaining TAT and SLA

·     Conducting Monthly And Quarterly IT-Audit.

·     Involved in System migration projects (From XP to Win 7).

·     Daily basis checklist for Video Conferencing devices (Polycom &Life-size) and Overhead Projectors on preventive basis.

·     Applications solving call through Remote desktop or Dame ware tool.

·     Application Installation, Configuration and troubleshooting. Provide basic functional support on any user queries.

·     Field visit for user query which remotely cannot resolve.

·     Providing Support to STAR (Smart Transformation at Reliance) project and BT project.

·     BYOD(Bring Your Own Devices) service provisioning. Configuring mails on Mobile devices, personal Laptops.

·     Configuring Mail client (Afaria , SAP Based and Airwatch, Microsoft Based) on Blackberry, IOS, Android , Windows based devices.

·     Provide Data recovery and also coordinate with vendor for same.

·     Giving support to User having Windows XP, Windows Vista, MS Outlook2007 Client and Outlook Web mail to Windows 2003 using Office 2007, software and support to client having application ODIN Client, ODIN Diet .User Profile setup & maintenance.

·     Data center Checklist , Server Checklist

·     Coordinate with all Software vendor and solve IT related problems of organization, Vendor Management

·     Ability to handle all LAN and WAN connectivity and all types of Laptops Desktops printers and scanners.

·     Manage and Installed network Printers.

·     Monitoring CPU utilization, disk space usage etc. on daily basis 

·     Creating / modifying / deleting users and groups

·     Setup Board Meeting, Audit Meeting etc. using projector and VOIP system.

·     Blackberry mail Email Configuration.

·     Taking NT Backup and Symantec Backup (Ver. 12)on Daily, Weekly, Monthly basis. Using HP and IBM Ultrium LTO TAPE

·     BOD Activity: Taking Backup of SPAN files of share market. 

·     Login to NSE EQ, NSE FO, NSE CDS , BSE Servers for trading.

·     Taking Backup of NSE and BSE Servers using SQL Server

·     Updating of SPAN file of share market.

·     Login process of VOICE LOGGER for call recordings

Manage a portfolio of short-term and long-term projects using Agile and traditional PMI project management methodologies. Skilled at requirements gathering, workflow planning, cross-functional collaboration, project prioritization, and resource allocation. Skilled at developing project plans, task schedules and process flow diagrams.

 

Led the organization’s initiative to sunset a portfolio of legacy data files and Application Programming Interfaces. This effort has allowed the organization to better position its leading solutions in the market while reducing internal content, development, and support costs.

 

In working with stakeholders up to and including executive level decision makers, this opportunity has allowed me to demonstrate:

Plan, produce, and edit clinical content for drug interaction and duplicate therapy screening within multiple Oracle and ASP.NET databases for customer applications. Create new medication monographs through surveillance and review of official package labeling and primary scientific literature. Compose consumer-appropriate resources for non-healthcare professionals.Prepare and validate data updates for worldwide consumer application use. Frequently address concerns raised by healthcare practitioners directed at: