Amol Fadnis Email & Phone Number

Pune, Mh, In

Raleigh, North Carolina, Us

Joined insightsoftware to build IT capabilities in India to support global initiatives:- Grew IT team in India from 5 to 44 in a year across IT Support, Infrastructure, Identity, Security, Compliance and Audit, CRM (Salesforce), ERP (Netsuite), HRMS (Workday) etc. - Setup 20x5 Service Desk to support global insightsoftware across 20+ countries. - Lead global workstation support with team members across 7+ countries. Which encompasses Laptop + accessories procurement, asset management, deprecation, physical tech support (printers, meeting rooms, desk setup etc).

Joined Allscripts as the 3rd IT team member in India. Train and supervise 19 Service Desk reps and start a centralized Service Desk for Allscripts. Create an environment in which end users receive high levels of service and employees are motivated to deliver top performance. Manage day-to-day operations to ensure timely and accurate resolutions for reported issues. Highlights are:- Provided technical and functional expertise in implementation of CA Service Desk in multi-tenancy (ITSM) for IT Services. - Steadily increased the percentage of cases resolved by Service desk from 21% in Jan’11 to 70% in Dec ’14 by reducing the time taken to resolve issues and migrating all L1 tasks to Service Desk.- Supported elimination/deflection of basic issues by automation in systems or knowledge base. - Elevated customer satisfaction scores from 76% in Jan’11 to 90% in Dec’11 by acting on user’s feedback, an increased focus and improvements based on their needs. Kept them consistently above 95% since 2012. - Getting all team members certified on ITIL and MCITP to improve their understanding technically and functionally.- Transitioned level 1 troubleshooting around Cisco Call Manager, Cisco TMS, Exchange, AD, Oracle, Clarity Saba LMS, VMWare, Windows Server 2008/2012 etc. to Service Desk. - Implementing ACD (Cisco UCCX) and I3 ACD for Service Desk from the previous Hunt-Group setup adding tremendous value as by fetching call related reports.- Continuously adhering to 99% SLA. Best within all IT Teams.- Adding Knowledgebase module in CA Service Desk to enable IT Technicians to resolve wider array of issues in lesser time. Also driving a yearlong effort to promote the KB module. - Part of the Change Advisory Board and keeping the Service Desk and Desktop teams updated on the planned activities and their impacts.

New York, Us

 Handling a team of 47 Technical Support Executives. Making sure that we meet 95% SLA’s and response times. Quality checks on the issues that are logged. Drive resolution by the resolving teams incase of an unplanned outage. Managing the call queues and pulling up ACD reports. Coordinating with Clients on the ongoing issues. Making daily and weekly performance dashboards. Handling interviews and appraisal/confirmation formalities. Handling customer escalations calls/mails.- Winner of the CEO's award for best support for the Enterprise Services vertical.

Kirkland, Washington, Us

Working for Cisco Systems supporting all kinds of networking equipment. My roles and responsibilities included supporting: Wireless devices (IEEE 802.11B, A and G): Adapters, Access points, Gaming Adapters, Bridges and Routers.  Wired devices (IEEE 802.3): Adapters, Switches, Bridges and Routers. Supported operating systems: Windows 98 SE, NT, 2000 and XP.

Bachelor Of Commerce (B.Com.), Accounting And Finance

Education record