• Manage project execution to ensure adherence to budget, schedule, and scope.• Prepare project status reports by collecting, analyzing, and summarizing information and trends.• Assign duties, responsibilities, and spans of authority to project personnel.• Develop and manage annual budgets for information technology projects.• Direct or coordinate activities of project personnel.• Establish and execute a project communication plan.• Perform risk assessments to develop response strategies.• Assign duties, responsibilities, and spans of authority to project personnel. • Develop and manage annual budgets for information technology projects.• Submit project deliverables, ensuring adherence to quality standards.IT Project Manager responsible for managing Service Desk transitions and new startups. Includes managing the scope, schedule, and budgets for each project.• Prepare project status reports by collecting, analysing, and summarizing information and trends.• Develop or update project plans for information technology projects including information such as project objectives, technologies, systems, information specifications, schedules, funding, and staffing. • Manage project execution to ensure adherence to budget, schedule, and scope. • Own integrity of the incident management process from problem description through resolution, adhering to established escalation process. Proactively identify and communicate proactively any risks that may impact the success of a recovery event. • Command and control of the event, managing the recovery workflow, integrity of required documentation and reporting.

• Meeting performance standards as per contract regulation and aligning with program policy and execution. • Researched inefficiencies/inaccuracies in processes and devised corrective action to increase performance.• Proactively built positive business relationships with business partners, clients, agents, and peers to ensure clear and effective communication and developing performance improvement solutions and interventions.• Accumulate Process Gaps and conduct daily briefings among the tech engineers before the shift.• Audit tickets and provide floor support assisting members of the team during troubleshooting.• Coach members of the team on a performance improvement plan

• Anchored resolution of customer complaints and auditors’ observations on all quality-related issues. • Ensured resolution of complaints within timelines, through rigorous follow-up and escalations when required.• Advise ongoing input and suggestions to improve system run books and team procedures.• For issues that cannot be resolved use system support information, pager information, and other resources to ensure that the correct support personnel are engaged and working to resolve issues.• Effectively collaborate and communicate with the stakeholders and ensure client satisfaction.• Eye-on-glass monitor of monitoring and alerting tools, take appropriate action on alerts within SLA time frames as per the existing run books.

• To provide technical support to customers of HP Desktop machines in North America.• Walk the end user to perform hardcore troubleshooting of hardware issues.• Ensure that urgent customer issues are resolved in the most timely and effective manner possible.• Educate HP Desktop consumers about the Do & Don’t on the internet.• To upsell advanced support packages to clients to service or repair their desktops during hardware failure.• Research through a wide range of documents in the HP Knowledge Base and provide solutions to client’s issues.

- Identify and assess customers’ needs to achieve satisfaction- Build sustainable relationships and trust with customer accounts through open and interactive communication- Provide accurate, valid and complete information by using the right methods/tools- Meet personal/customer service team sales targets and call handling quotas- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution