Azure SQL DB and MI

• Managed 5 global Service Desk with 85 member’s team for leading Australian telecommunications and information services Client. Managed L1 support for both SaaS and IaaS products like Microsoft Office 365 Exchange, SharePoint, Skype for Business, Office 365 apps, Domains and Website, • Hosted Numerous Prospective and existing Client visits. • Effectively controlled costs and developed operating budgets through CTS, Monetization, Digitization and Journey to intelligent operations. • Completed various automation Projects which resulted in dollar benefit for clients and Accenture.• Generate revenue by coaching staff on effective prospecting and lead development strategies• Monitor employee productivity and optimize procedures to reduce costs. • Consistently meet or exceed gross profit goals• Maximized driver time and efficiency by revamping delivery schedules and workloads• Increased productivity by 30% whilst simultaneously reducing ticket backlog by 50%.• Oversaw development and launch of additional delivery area routes, Completed a successful transition for Service Desk from Australia to Bangalore• Provided regular solution-based reports for management that measure the effectiveness of the assigned function. Reports to Clients (RCA on Escalation ticket, Ticket Analysis), Team Performance reports (FIF, C2C, Resolved, Opened, Ageing, Calls) Publishing hourly report on Incidents handled and ensuring the Incidents SLA's are not breached. Incident Tickets handling and initiating bridge based on severity. • Developed Monthly/Quarterly/Annual score card for different Support Teams. • Held monthly employee meetings to give information, take feedback, and provide updated training. • Identified inefficiencies and made recommendations for process improvements • Met with all new hires to explain benefits, guidelines and procedures - Trained over 45 new teams on Sales and Process Knowledge.

• Handling end to end customer service.• Handling inbound calls of the customer for voice processes and back end operations.• Managed call center operations and Content & knowledge development• Identifying issues for increased data complaints.• Resolving the complaint forwarded by the concerned persons at in-house.• Assist Legal to resolve the highly escalated cases.• Auditing calls to find actual reason of complaints and VOC of customers.• Developing & updating training modules and organizing various trainingInterventions on a regular basis• Sharing voice of customer with respective functions for constant process improvement and better customer satisfaction.• Tracking compliance to monitoring hourly / daily service levels.• Creating Training refresher content based on new product/service launches