G Uday Kumar Email & Phone Number

Hyderabad, Telangana, India

 Handling IMS L1 team (IT Service Desk) & L2 team (IT Operations),  Managing IT Asset leading Asset Management team.  Overall responsible in handling tickets received at IT queue in Genie tool.  Handling Change management, Incident management, and Service Request.  Managing tickets Response and resolution SLA, and Satisfaction Result Scale.  Ensure escalations and customer complaints are answered regarding IT Operations are managed and reported to the Management in a timely manner.  Monitoring team’s daily activities & help them for further process improvement.  Pulling out monthly tickets, analysing the tickets and coordinating with Core Team leads to minimize Impact on operations.  Coordinating with Project managers to take the Feedback on IT team & share it with management to improve IT Services.  Managing User account in Active Directory manage OU’s and Emails backup, ID Dismiss etc.  Ensuring the team follows the IT Policy & Processes guidelines.  Attending the review meetings on Operations and improvement plan.  Asset management: Handling IT Onboarding process for Executive and Laterals. Verifying stock to ensure that the physical count of inventory tallies with balance reflected in Asset tool.  Responsible for handling entire operations of Assets. Involved in inventory management and logistics operations. Provide the required data/report to management which is unplanned/sudden task with less deadline. Supervising all disposal activity for end of life & damaged IT assets also coordination with vendor Working with Procurement team to fulfil assets required for deployment.

Bengaluru Area, India

 Designated as Sr.Tech Lead for IT Operations Leading and managing the activities of the L1 and L2 team in IT Operations.  Maintaining the communication with the end users throughout the job lifecycles.  Overall responsibility for Incident management and request fulfilment receiving at IT Service Desk.  Managing tickets SLA, Response time, Target resolution time and Satisfaction Result Scale.  Initiating the BCP when required at organization level.  Ensure escalations and customer complaints are answered regarding the SD and IT Operations are managed and reported to the Management in a timely manner.  Managing IT Service Desk, Monitoring IT engineer’s daily activities & help them for further process improvement.  Providing work around to the users ASAP and find out the Root cause for the reported incident.  Pulling out monthly tickets, analysing Major Incidents and coordinating with Core Team leads to minimize Impact on operations.  Coordinating with Project managers to take the Feedback on IT Service Desk & share it with management to improve IT Services.  Managing User account in Active Directory manage OU’s and Emails backup, ID Dismiss etc.  Coordinating with team members to follow the IT Policy & Processes guidelines.  Driving the process and procedural improvements to achieve better service efficiency.  Attending the review meetings to point out shortcomings and improvement plan.  Asset management: Perform leadership activities including mentoring and Supervising for Allocating & De-allocating IT assets to users. Responsible for Onboarding and Offboarding process for New Joiners. Making different types of reports Asset allocation, Gate pass, Store Inventory on daily basis, SNOW Dashboard, SLA, and Capacity Management. Responsible for handling entire operations of Assets.

Banglore

 Designated as IT Lead Operations for the infrastructure, Leading and managing the activities of the IT Operations team.  Managing tickets SLA, Response time, Target resolution time and Satisfaction Result Scale.  Resolving the tickets raised at service desk based on the priority at 1st point of customer contact (FCR).  Targeting the C-SAT, Service Request and Incident will be followed up till closure to maintain within the SLA.  Asset management: Responsible of monitoring within the IT procurement and inventory management function. Maintaining records and databases containing information regarding licenses, warranties, and service agreements for the organization's hardware and software.

Banglore

 Worked as IT Service desk Lead for multiple clients.  Improved customer relations with clients and technical support at SD level.  Assigned work to team to ensure timely and effective response to user needs.  Ensuring that team’s KPIs are monitored, actions are taken, evaluated accordingly and delegated properly.  Developed and lead a culture of quality, consistency, continuous improvement and teamwork.  Provided management reports on Service Desk operations.  Provides technical guidance/assistance to team members on more complex issues.  Responsible in maintaining and providing the attendance, rooster, feedback, and performance reports of engineers and team to the management.  Followed-up on support issues with customers.

Bengaluru Area, India

Worked as a IT Team Lead handling IT Helpdesk team for DHL project at Wipro leading the Team of 16 members effectively providing technical support and guidance to service desk as per IT policies. Responsible in handing S1, S2, S3 & S4 Tickets within the SLA. Experience in raising and managing JIRA request (TPA & CM). Responsible in maintaining manual asset details and knowledge on IBCM Tool. Measure and report on service delivery performance metrics including customer satisfaction surveys and trouble ticket open, closed and breached statistics. Worked on Improvement planning and managing the operational activities.Attended weekly and monthly review meetings with reports and plan of action.

Hyderabad, Telangana, India

 Performed on-site and remote technical support for more than 300 users.  Raised Tickets on customer complaints and Trouble shouted effectively.  Installed, supported and maintained the application infrastructure as per the business requirements. Ensured all the IT equipment complies are maintained as per the industry standards. Attended calls & closed the tickets on time with respect to the pre-Defined SLA. Worked with Remote software’s like VNC, Team viewer, net meeting. Overseeing computer security and anti-virus updates etc.  Responded to the employee complaints and provide technical assistance in troubleshooting errors and malfunctioning.

Bachelor Of Technology (B.Tech.), Computer Science And Engineering, A

Intermediate Education, Maths, Physics And Chemistry, A

Sslc, Schooling, A++