Chandrakant Ghadge Email & Phone Number

Pune, Mh, In

Pune, Maharashtra, India

• Managed the IT Infrastructure department, including Network and System Administration, Service Desk, and Operations.• Ensure the highest level of service delivery and customer satisfaction by managing the Service Desk, Incident Management, Problem Management, Change Management, and Release Management processes.• Monitor, analyze, and report on IT service performance, capacity, and availability to identify trends, potential problems, and opportunities for improvement.• Manage vendor relationships and contracts to ensure compliance with service level agreements (SLAs) and support agreements.• Provides front end service desk /helpdesk support communicating with client on daily calls tracking, analyzing on same & taking follow ups for closure within SLA timeframe.• Ensure compliance with ITIL and ISO 20000 standards, regulations, and best practices.• Ensure compliance with IT Security and ISO 27001 standards, regulations, and best practices.• Developed and implemented policies, procedures, and processes to improve IT service delivery and customer satisfaction.• Ensured the highest level of service delivery, quality assurance, and compliance management.• Maintain laptop claim tracker & coordinate with insurance co. till claim settlement.• Communicating with end users understand their issues/request which they are facing in daily business operation & taking action for smooth operation.

Pune, Maharashtra, India

Work for Bajaj Finance Ltd. (Akurdi) on pay role of Ivavsys Technologies Pvt Ltd -1st Jan 20121 To 31st Mar 2021. (Contract Changed)

Pune, Maharashtra, India

Working at Client Bajaj Finance Limited(AF Vertical) Job Profile:Provides front end service desk /helpdesk support communicating with client on daily calls tracking, analyzing on same & taking follow ups for closure within SLA timeframe.Direct involvement in incidents or problems (irrespective of priority) that cause service impact and acts as escalation point for incidents not being resolved in a timely mannerVendor and contract management – Responsible for working with vendors, negotiations, and paying bills for all hardware, software, and services employed by the network and its applications. Break/fix and repairing problems that occurCoordination with Asset admin for Timely updation of ITSM i.e Asset allocation/Re-allocation/Movement/Collection.All trade/damages laptops to taken up for insurance claim.Maintain laptop claim tracker & coordinate with insurance co. till claim settlement.Communicating with end users understand their issues/request which they are facing in daily business operation & taking action for smooth operation. Asset Management:1. ITSM update.2. Asset allocation/Readiness.3. Physical asset verification.Asset Management Process:1. Asset Allocation process for New Joinee – On Role based on HR approval.2. Asset Allocation for Off Role – Based on Business requirement and HR approval,3. Asset Movement, Return, relocation for HO/Branch Office/RO/Vendor location.4. Asset Reconciliation based on ITSM and Exit list.5. Asset Declaration/ Value Declaration.6. Introduction and contact sharing with service provider for IT Infra and Telecom. Service Delivery and FMS Support:FMS Service report review.FMS related approval process.Escalation Matrix for FMS Calls.Daily /Weekly call review process and call resolution action plan preparation.Approval process for installation of non-standard and licensed Software – BH approval and Information Security officer approval.

Akurdi

Work for IBM India Pvt. Ltd. on Bajaj Auto Ltd. Project (Nigdi)

Akurdi

Work for IBM India Pvt. Ltd. on Bajaj Auto Ltd. Project (Nigdi) Responsible for Handling Calls Escalated from Users and Resolving the Same as Per The SLA Matrix.Monitoring & Achieving SLA as per ITIL framework.Lead / Participate in projects to improve the Incident/Problem/Change process and drive Standard Operating Procedures and process reviews.Ensuring all the customer complaints/issues are identified, to prepare Action plan for all Complaints received and drive till closure.Conducting weekly review meeting with Vendor on Breakdown Calls, ensuring prompt closure of pending issues at sites.Keeping track of critical or major incidents and sharing RCA with customers.Providing various reports like Monthly MIS, Compliance, Daily Weekly Dashboard, Ops review Dashboard to customer as per agreed frequency. Managing 50+ reports from all over daily reports for governance review.Installation & Troubleshooting Application Like SAP, Excellon, AutoCad, Symantec Antivirus, etc.Raising, Accepting, Resolving & Modifying User’s Ticket in Summit & Remedy.Maintaining Daily Pending Call Reports.Troubleshooting Remote Host’s PC’s Issues Using Team-Viewer, VNC & Remote Desktop.Installing & Troubleshooting VPN Array Issues. MS-Outlook, Outlook Express.Monitoring Network Links Status, Logging Call For Link Down Issues.Taking Follow Up With Engineer About Assigning Call & Checking With User Confirmation Whether Call Resolve Or Not.Unlock/Reset Password of MS Outlook Knowledge of Ticketing Tool: Summit (Symphony), Co-Desk (IBM) & Remedy (8.0 & 4.0) (BMC).

Karad Area, India

Handling Enquiry of Laptop and Desktops.Maintaining Daily Laptops & Desktop Service Report.Troubleshooting Of Desktop, Laptops & OS Related Problems.Configuring & Troubleshooting Of LAN, WAN Setup.Configuring & Troubleshooting MS-Outlook, Outlook Express.Understanding Customer’s Problems & Give Technical Support over a Voice or Remotely.Installing antivirus (Net Protector) & troubleshooting

Troubleshooting knowledge of Laptops, Desktop& Tablets.Installation of New Software & Updates like Antivirus, Tally, VMware Workstation, Driver Updates.Installation, Configuration & Troubleshooting of Wi-Fi Setup.Handling product warranty related issues.Configuring & Troubleshooting MS-Outlook, Outlook Express.Understanding Customer’s Problems & Give Technical Support over a Voice or Remotely.Creating Windows Recovery Discs, Restorer,Installation and administration of printers.User administration (User’s addition, deletion & modification) and backup management.Maintenance of LAN components.Installing and configuring Internet.Troubleshooting of Networks.Working Knowledge of Anti-Virus Software, Diagnostic Software.Assembling & Troubleshooting of PC’sConfiguring & Troubleshooting MS Outlook, Outlook Express.