Operations Shift Lead Resume

SUMMARY:

A competent ITIL certified with distinction, professional with nearly 6 years of experience.
Building and maintaining strong and effective relationships with suppliers and customers.
Self Learner with handsome of practical knowledge.
Encouraging, identifying and developing best practice strategy.
Experience in managing international and domestic clients, along with Top management VIP support.
To ensure the goals of the Incident Management process are achieved. The main objective is to restore normal service as soon as possible as agreed by SLA.
Motivate the team which I am responsible for. Help them drive in a challenging work environment.
Ensuring that all your co - workers in projects understand and follow all procedures they are involved with.
Experience in managing large team / Helpdesk / Service desk, Service delivery / Data Centre Operations.

PROFESSIONAL EXPERIENCE:

Confidential

Operations Shift Lead

Responsibilities:

Managing complete IT helpdesk / IT Service desk, Ticket monitoring, Ticket SLAs.
Provide special IT support to TOP management team.
Manage and direct team of 70 engineers to achieve business targets, SLA.
Assist in developing or updating standard operating procedures for all business operational activities.
Build strong relationship by addressing customer issues and complaints in a timely manner.
Assist in employee appraisals, promotions, compensation and termination based on the performance.
Ensure team follows standard operating procedures for all operational functions
Assist in interviewing, recruiting and candidates
Manage work assignments, escalations on routine basis and plan accordingly to lower it down.
Managing Integrated Command Centre, Vendor Management AMC contracts.
Participation in TCS, CMC meetings related to project operations, new transitions, project activities

Confidential

Incident Manger /Site Manager

Responsibilities:

Managing complete IT helpdesk / IT Service desk, Ticket monitoring, Ticket analysis.
Manage and direct team of 20 engineers and 2 shift leads to achieve business targets.
Responding to all input regarding unplanned service interruptions from customers and internal IT.
Incident detection and reporting.
Change Management Process, Managing CSAT, Performing UAT.
Infosec auditing.
Coordination with vendors / supply management, Track for delivery, replacement after PO is released.
Managing daily activities and ensuring they are completed on time.
Maintaining creating documentations, SOP, Tickets reports Weekly / Monthly.
Ensure “Daily Dashboard - Onsite” is created and published.
Work with senior Incident Managers and engineers, prepare plan of action for each and every activity, and execute the activity as per CR. Publish the closures report.

Confidential

System Administrator

Responsibilities:

Managing Windows 2003 and 2008 server on basic to intermediate level.
Blackberry and Android phone Support for TOP Management Team.
Improved internet downtime by self analysis with proper study and implementing the best ISP.
Managing Block Smart to avoid misuse of Internet.
Taking backups for all offices and managing them on regular and on daily basis.
Installation and configuration with troubleshooting of email clients
Managing Leased line and broadband on daily basis to avoid interruption.
Managing all IT inventory and all IT purchase for all offices with proper records and maintaining them.
Maintenance of access door devices and punch in machines with basic troubleshooting.
Managing and basic configuration of network devices.
Up-gradation, Patches for Operating systems, anti-virus and windows defender.
Managing all other basic hardware, software.

Confidential

IT-Associate

Responsibilities:

Installation, Configuration, troubleshooting and Monitoring of POS POINT OF SALE TERMINALS.
Ghosting images for windows xp on pos terminals.
Monitoring LEASED LINES issues, VSAT link issues.
Troubleshoots network related problems over the telephone as well as through RDC.
Installation, Configuration & Maintenance of Network Printers, Barcode Printers, Z4M and HP Laser Jet.
Handled IT operation of Reliance Distribution Centre for handheld Motorola 9090 and Psion.
Configuring & Troubleshooting of MS-Outlook.
Basic troubleshooting of HP proliant DL-320 Server.

Confidential

Senior Desktop Engineer

Responsibilities:

Handling 20 machines in the organisation.
Troubleshooting of problems over Users Desk.
Installation of printers and other IT hardware.
Managing Broad band connection.
Installation of Anti Virus, Softwares and configuration of Email clients.
Installed and designed RFID for attendance purpose for 20 employees by using visual basic 6.0.
Maintaining IT purchase.