Gaurav Deshpande Email & Phone Number

Pune, Maharashtra, India

Pune, Maharashtra, India

Technical Specialist - IT Delivery and Operations Worked for South Africa’s leading Insurance Company. Responsible for overseeing the team of 10 professionals, which includes managing the day-to-day operations of the IT Service Desk ensuring that all staff record, prioritise, and manage the lifecycle of Incidents and Service requests efficiently, with high level of customer service and in accordance with SLAsWork done: • Manage the day-to-day operation of the service desk including working with technical team to ensure accurate prioritising and management of Incidents and Service Requests, and ensure the continuation of agreed SLAs• Ensure all KPIs are delivered, alongside analysing and reporting on SLAs /KPIs and trends, including making recommendations for improvements to be reviewed by the board.• Define and document Service Desk standard operating procedures to drive efficiency and service improvements• Mentor and develop the wider team to create a proactive Service Desk, completing regular 121s• Liaise with the development team to identify and implement efficiencies using system improvements• Ensure all root cause analysis reports are completed and reviewed in-line with agreed SLAs• Attend client service review meetings and work with internal team for continues service improvement initiatives• Oversee the delivery and development of onboarding process for new employees

Nagpur, Maharashtra, India

Senior Specialist - IT Service ManagementWorked for Canada Based Management firm, providing crucial management of the day-to-day operations of IT Service Desk. Managed and distributed the ticket load of the team, acted as an escalation point for technical issues and provided effective people management of 24 direct reports.Work done:• Ensured the Service Desk met all service level objectives• Distributed and managed the ticket load among the team to ensure timely and effective response• Served as an escalation point for the Service Desk and took ownership of all escalations to ensure resolution• Trained, coached and mentored the team members in their professional development• Created and maintained standard operating procedures• Conducted regular 1:1 meeting with the team• Ensuring that the team handles and document all Incidents and requests in BMC remedy software.

Pune, Maharashtra, India

• Resolved over 300 weekly requests for technical assistance on various client-specific applications, achieving a 95% customer satisfaction rating, and reducing the average resolution time by 30%.• Minimized the impact of Severity 2 incidents by quickly identifying root cause, collaborating with cross-functional teams for resolution, and conducting post-incident reviews that resulted in a 40% reduction in downtime.• Improved team performance by implementing a training program that resulted in a 50% improvement in first-call resolution rate and a 20% reduction in escalations.• Increased client satisfaction ratings by designing and delivering customized training programs and workshops to team members, resulting in a 25% increase in positive customer feedback.• Analyzed team processes and identified areas for improvement, resulting in a 15% improvement in process efficiency and a 10% reduction in error rates.• Created 50+ knowledge articles that were used by the team to resolve common technical issues faced by new joiners.

Bhopal, Madhya Pradesh, India

Bengaluru, Karnataka, India

Mumbai, Maharashtra, India

Postgraduate Degree, Business Administration And Management, General, A

• Successfully completed a PG Diploma degree in Business Management with a specialization in General Business Management, achieving.

Business Analysis

Completed a comprehensive curriculum in Business Analysis Fundamentals, gaining a solid understanding of key concepts and methodologies.

Bachelor Of Engineering - Be, Computer Science, A