Responsible for smooth service delivery for 15 customer where we do service delivery, solution management, Transition management, Review incident/problem change management for key as well as well as strategic accounts.Responsible for customer management – CSAT & service Performance.Responsible for Resource management – Hiring & on boarding, motivation, growth, attrition management and team managements.

Managing Suzlon project nationally - leading team of 75 employees including 3 Regional managers (Corporate ,West & south region )o Periodic review meetings with clients to ensure service quality levels are as per SLA.o Handle customer escalation and ensure timely closure. Service desk administration and operations.o Review MIS analysis periodically and arrive at an improvement plan.o Review Monthly customer feedback thru’ Customer Review exercise.o Review with account owner’s on action plan, MOM’s on CSR and administrating and achieving the improvement plan.o Periodic review meeting with the customers to handle their challenges and grievances.o Follow up with customer to get the approval on CR, if required any major changes during the activities or Major incidents till the closure.o Follow up with responsible domain for the RCA on Priority 1/Major Incidents and shared with Change Manager / Problem Manager.o Involvement on all the major activities for all the domains and send the periodic updates and communication on the progress till the completion of activities.o Follow up with Vendor and involved in case of any major issues are going on and required the support.o Prepare an exception reports for the Priority 1 / Major Incidents which breaches the SLA and share with customer to get the approval which can help to avoid the penalty.o Weekly review call on Pending tickets and Issues with respective Regional managers on Priority 1/Major Incidents that includes internal team as well.o Weekly Team meeting for aligned domains which includes discussion on pending task/issues, on-going/forth coming activities and action plan for the same. o Monthly Operations review with Customer.o Follow up with respective domains for all the long pending tickets/issues till the completion.o Induction for all the new joined resources and get all the required access for respective domain. o Upgrade skill level, promote & job rotation of subordinates.

As Site In chargeClient: Suzlon Energy Ltd., PuneResponsibilities: Involved in the following activities: * Managing the entire Corporate Region for End User Service Delivery. ; * Looking after End User Service Delivery: Desktop / Laptop Support, IT Helpdesk (Remote Support), Senior Executive Support and Asset Management. ; * Managing a team of 31 members out of which 9 core resources and 22 partner resources are involved in driving the service delivery for entire India. ; * Setting IT Helpdesk: domain which provides support remotely to the end user, across India. It's 24X7 support window with 10 Team Members including a Team Leader. ; * Managing corporate region with 10000 + Assets. ; * Handling Network and Server related activities for entire corporate region. ; * Interacting with GSMC & Onsite Team for Network, Server and Antivirus related issues. ; * Review monthly progress and action plan reports with clients. ; * Looking after Asset Audits and ISMS/PDCA audits. ; * Responsible for ``Indent Management Process''. ;

Client: Suzlon Energy Ltd., PuneResponsibilities: Involved in the following activities: * Installing and Configuration of client OS. * Local System Administration. * Managing Team of 7 People. * Handling VIP user Calls ; * Configuring Blackberry, iPAD, iphone and solvging there issue. ; * Creating ID'S on Blackberry server and applying policy onto it. ; * Handling Symantec Ghost Server and applying the images to computer. ; * Installing and configuring of Antivirus and firewall policy at client side. ; * Using remote controls like Netmeeting, VNC, Remote desktop connecton, etc. ; * Troubleshooting internet access problems. ; * Installing and configuration of Microsoft Outlook. ; * Supporting the client Side Software As., Gladis, HPS, AWD & Citrix etc. ; * Data recovery through recovery console and data recovery software. ; * Maintenance and installation of network printers. ; * Changing VLAN's * Client escalations. ; * Attending Conference calls with the clients. ; * Deployment of bugs fixes, Service Packs, Patches etc. to all the applicable ; * Systems/as required time-to-time using Unicenter Software Deployment (USD) ; * Handling Active directory users and groups.Significant Accomplishments:* Ensured project compliance for Antivirus as well as patch management for Suzlon account with the help of technical team and achieved more than 99% compliance within 2 months which earlier below 75% (due to which we were penalised). ; * Achieved 99% compliance for the LOB and earlier the compliance for the same was below 70%. ;

* Installing and Configuration of client OS. * Local System Administration. * Managing Team of 10 People. ; * Handling Symantec Ghost Server and applying the images to computer. ; * Installing and configuring of Antivirus and firewall policy at client side. ; * Using remote controls like Netmeeting, VNC, Remote desktop connecton, etc. ; * Troubleshooting internet access problems. ; * Installing and configuration of Microsoft Outlook. ; * Supporting the client Side Software As., Gladis, HPS, AWD & Citrix etc. ; * Data recovery through recovery console and data recovery software. ; * Maintenance and installation of network printers. ; * Attending Conference calls with the clients. ; * Deployment of bugs fixes, Service Packs, Patches etc. to all the applicable ; * Systems/as required time-to-time using Unicenter Software Deployment (USD). ;

Company Profile : Maharashtra State Board Of Education came into existence on 1st Jan1966.The Board substantially contributes towards upgrading educational standards and introducing innovations in the field of secondary and higher secondary education..Job Profile : Troubleshooting, maintenance of computers. Installing O.S and other Required software. Finding faults and troubleshooting.