Arushan Yogarajah Email & Phone Number

Richmond Hill, Ontario, Canada

Richmond Hill, Ontario, Canada

As a Delivery Associate, I play a prominent role in assisting my Delivery Manager for all services being provided to our customers. I provide supporting aspects of the account and provide proactive support in order to improve the customer’s business needs and customer experience. Some of my responsibilities include client and staff escalations, quality control, SLA management, and customer satisfaction. As a Delivery Associate I also collaborate across all appropriate Compugen departments to… Show more As a Delivery Associate, I play a prominent role in assisting my Delivery Manager for all services being provided to our customers. I provide supporting aspects of the account and provide proactive support in order to improve the customer’s business needs and customer experience. Some of my responsibilities include client and staff escalations, quality control, SLA management, and customer satisfaction. As a Delivery Associate I also collaborate across all appropriate Compugen departments to maximize overall customer satisfaction. Role Highlights:- Assist my Delivery Manager to meet account revenue targets, and facilitate customer operational meetings- Complete monthly billing in accordance with the billing model timelines - Review & verify all third party, external, and internal costs - Review staff changes/requirements with my Delivery Manager - Assist with enforcing project goals and direction in order to support the strategic business objectives and outcomes- Conduct monthly operations review meetings with the customer Show less

Richmond Hill

- Owner of the Incident Management process for assigned customers- Responsible in developing and maintaining the incident management process for assigned customers- To regularly review performance and trends in response to incidents of all types and to provide recommendations to the Service Delivery Manager and Help Desk Supervisor- Review Help Desk monthly reports to find areas to improve on- Develop, co-ordinate and promote incident management activities across the Help Desk… Show more - Owner of the Incident Management process for assigned customers- Responsible in developing and maintaining the incident management process for assigned customers- To regularly review performance and trends in response to incidents of all types and to provide recommendations to the Service Delivery Manager and Help Desk Supervisor- Review Help Desk monthly reports to find areas to improve on- Develop, co-ordinate and promote incident management activities across the Help Desk and take responsibility for the effective functioning of the Incident Management processes- Responsible for ensure all ticket SLAs are met- Actively manage the monitoring and resolution of tickets breaching SLA with all groups (Help Desk, Operations, Deskside support, 3rd party support, break/fix groups)- Ensure effective and rapid response to Major Incidents- Strong understanding of the total service requirements, the inter-relationship between services and the service levels required- Review and recommend changes to support processes to ensure continuous improvement of the incident management process- Provide guidance on Incident Management to all support staff and assist in their training and knowledge development- Raise Problem Records as required- Liaise with Problem/Change Managers Show less

Richmond Hill, Ontario, Canada

- Handling phone calls and emails for assigned clients- Top scorecard out of all analyst's- Troubleshooting problems with laptops, printers, desktops, VPN, citrix, blackberry's and custom/standard software's- Providing first call resolution for inbound phone calls- Making effective use of ticketing system to record, track, and follow-up on open incidents andensuring timely resolution- Using remote control software(LogMeIn) to remotely access and diagnose and resolve… Show more - Handling phone calls and emails for assigned clients- Top scorecard out of all analyst's- Troubleshooting problems with laptops, printers, desktops, VPN, citrix, blackberry's and custom/standard software's- Providing first call resolution for inbound phone calls- Making effective use of ticketing system to record, track, and follow-up on open incidents andensuring timely resolution- Using remote control software(LogMeIn) to remotely access and diagnose and resolve technical issues- Working on additional technical tasks assigned by the team lead/manager- Working on System Administration tickets- Creating, modifying and disabling AD accounts (onboarding and off boarding process)- Managing folder access permissions- Making sure tickets do not breach SLA, following up with user's promptly- Ability to work independently and in a team environment.- Providing excellent user experience Show less