- Schedule project tasks, allocate resources to team members, oversee a project assistant, and monitor projects to ensure they are completed on time.- Lead daily standups with project teams and attend meetings with senior leadership and client stakeholders to review project status updates and milestones.- Serve as the point of contact for client stakeholders throughout the project lifecycle, analyze business needs, and identify solutions to project roadblocks.- Built, managed, and developed a Support & Release team comprised of 12 personnel, provided coaching and mentorship, conducted performance evaluations, and established inclusive work cultures.- Coordinate with cross-functional teams to identify process gaps and develop solutions, resulting in reducing TAT, process improvement and Customer satisfaction.

Key Skills & Competencies• Managing the Ticket Queue• Incident Management• Manage Escalations• Provide Remote Desktop Support• User Access Management (Create/Modify/Disable)• Application access and management• Adobe enterprise Management• O365 Access management• Provide access to VM and troubleshoot the issues.• Application deployment lifecycle management through SCCM• Working on Active Directory• Provide access to Shared drive, Linux servers & Mailboxes

Key Skills & Competencies• Undertake internal quality audits. (Calls/Tickets/Emails)• Plan and conduct quality audits and feedback sessions• Maintain and update training and audit databases to provide reports / indicators for discussion during management review meetings• Assuring client requirements are well understood with customer satisfaction • Implement Lean practices• Identify defects, problems or deficiencies in Service• Investigate customer complaints and non-conformance issues• Applying best practices to assure the quality and customer satisfaction• Training and Coaching• Analyze data and providing best possible solutions to maintain quality• Analyze data to identify areas for improvement in the quality system• Develop, recommend and monitor corrective and preventive actions• Prepare reports to communicate outcomes of quality activities• Responsible for document management systems

Key Skills & Competencies• Managing Team of 25 people• Avaya CMS real time monitoring• Set performance metrics for each team member and then work with team members to make sure that all metrics are met• Data Analysis and report creations• Responsible for creating engineer Score card, Aux report, Productivity Report• Roster creation and shift mapping for engineers• Assign each member of the team tasks based on their competencies and the needs of the group to meet production goals• Adheres to and enforces company policies and guidelines.• Enforces the proper disciplinary measures when subordinate employees fail to adhere to company policy.• Interviewing applicants for open positions.• SLA Management• CSAT Analysis• Provide reports / indicators for discussion during management review meetings• Analyze, Plan, Action, Monitor for Continuous Service Improvement

Key Skills & Competencies• Assessed incident priority based upon impact to business and escalated issues as necessary.• Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.• Provided immediate emergency response and incident management.• Tracked metrics involving critical incidents to model trends, produce reports and make effective recommendations for improvements.

Key Skills & Competencies• Managing the Ticket Queue• Incident Management• Manage Escalations• Provide Remote Desktop Support• User Access Management (Create/Modify/Disable)• Application access and management• Adobe enterprise Management• O365 Access management• Provide access to VM and troubleshoot the issues.• Application deployment lifecycle management through SCCM• Working on Active Directory• Provide access to Shared drive, Linux servers & MailboxesTools:• Service Now (ITSM Tool)• VSphere Client Admin Console• VMWare Web Admin Console• Active Directory• Identity Tivoli Management• Software Center Configuration Manager (SCCM)• Office365 Administration• Adobe Cloud Management• Microsoft Office• Remote Access Tools• Application Access Web tools

Network Administration:• Responsible for managing and maintenance of networks.• Managing switches, routers in network.• Creating network design and setup.• Managing Point-to-Point connectivity between 2 remote locations.System Administration:• Managing Windows network (users, computers, printers, etc) for the corporate office and branch offices.• New system setup.• Responsible for Maintaining BlackBox. (File server, Mail Server, Firewall).• Provide support as required to maintain user accounts.• To apply security policies as per departmental need.• Ensure smooth running of accounting software (Tally ERP9, Dyes & Intermediate)• Email ID creation, password reset.• Outlook Setup.• Email vigilance.• Responsible for all data backups in the Company• Resolve the service request or issue as appropriate on the first point of contact or within the specified time line• Utilize remote support tools to resolve incidents, service requests.• Maintaining connectivity to the internet.• Co-ordinate with Web Service providers for Company website. (Web Hosting, Search Engine Optimization)• Serves as the main POC (point of contact) for any vendors (hardware/software) and manages maintenance/repairs as required • Make recommendations to management on purchase of hardware, software and equipments.• Maintain Stock register for IT related material.• Maintain all the documents related to IT. (Software licenses, Purchase orders, bills, Contracts)• CCTV Vigilance. Maintain CCTV DVR.

Providing Technical support for company equipments.• Troubleshooting issues related to Routers, Internet, Phone.• Providing web support for company web-sites.• Providing support for web mails & client mails.• Creating new orders.• Handling issues with orders, billing, sales.• Retaining customers.