• Responsible for seamless delivery of Service Desk Operations on-site and offsite.• Working for a new project transition and transformation.• Training new employees about the process.• Conducting New Hire Test, Process Knowledge Test, Quality Audits.• Creating and updating process documents for Service Desk Delivery.• Ensuring that the knowledge database has been updated with new issues and solutions.• Managing Team of Helpdesk L1/Technical Engineers L2 and ensuring all SLA’s are met.• Attending Weekly Review Meeting with IBM Leadership and Vendor to discuss about project updates.• Attending Daily Morning Huddle Calls with Tower Leads to discuss ongoing issues and possible solutions.• Coordinating with different Resolver Groups and addressing open tickets with regular follow-ups with the user and the resolver groups.• Managing CSAT Survey Database and Sharing feedback to the Technical Engineers.• Handling customer escalations for the Service Desk.• Responsible for creating SOP and SOD.

" Taking escalated calls from the Level one team for any critical and urgent issues to provide immediate support to the domain users remotely." Accountable for resolving issues related to designing applications through outbound calls" Configure of IBM Lotus Notes and MS Outlook email client and provide support in any issue in IBM Lotus Notes and MS Outlook." Manage access to the Distribution Lists and Mail-In Data Bases on the Lotus Notes Domino Server." Use Active Directory to Enable/Disable, Reset Password for clients' IDs and Manage access over various Work Groups." Worked on escalated cases with Subject Matter Expert to resolve them." Responsible for helping agents through consult calls and providing steps to resolution." Developed training material based on the common issues and sharing them with the team." Involved in coaching the team to achieve individual and team goals.