Joyal Abraham Email and Phone Number

* Preparing the documentations in terms of SOP and critical artifacts needed for ISO 20K Audit* Preparing documentation for CMMI - Level 2&3 Audits* End to end accountability of driving Wipro CSAT Survey-PCSAT held on quarterly basis.* End to End accountability of driving CPM & KPI to measure performance of Accounts using Business Application- Optra* Working on Lean Projects and Pragati* Checking the sanity of ticket information as part of audit on sampling basis* Coordinating with teams to understand the process gaps in order to improve the quality of services delivered* Sharing feedback on process improvement* Preparing dashboards on Mandatory Training Completion for West Region* Working on closure of audit points for various accounts* Help in promoting and timely completion of Quarterly PCSAT and Pulse surveys from various clients* Closure of Audit Points* Preparing Monthly Review Presentations for Senior Management* Managing Early Warning System for various projects

Coordinate with test team and administer all processes and procedures and ensure compliance to all quality goals and manage all projects.2. Ensuring timely MIS and reporting to senior management by team to allow them to take timely and effective decision.3. Preparing and maintaining Presentations and MOM for MD, Sr. VP from client side. 4. Motivating and initiating training programme for team. Assisting them for taking external/internal certifications and Pragati(Wipro based value addition and recognition portal).5. Daily, Weekly and Monthly meetings with Senior Management to discuss operational and tactical improvement measures.6. Assist in employee appraisals, promotions, compensation and termination based on the performance review for the team.7. Conduct performance review and provide performance feedback to staff.8. Maintain accurate and clear documentation for operational procedures andactivities.9. Work in compliance with company policies and procedures.10. Support operational risk and audit process for the purpose of preventive maintenance.11. Evaluate failures, identify cause and responsibility along with initiating corrective action.12. Review sample ticket on timely basis, to ensure adherence to process.13. Prepare and maintain training modules for quality systems and conduct training as needed.14. Recommend revisions to improve overall quality of systems and processes.15. Revise departmental technical procedures and problems.

Support IT staff members on support work.2. Timely Ticket/Call distribution obtained through web, phone, chat and email to team and ensuring timely proper resolution within TAT.3. Prepare trend and analysis for the team performance.4. Develop and manage internal and external support documentation.* Ensure customer satisfaction through continuous status information.* Develop, execute and follow IT operational policies, standards and work instructions for customer support.* Worked as a part of transition team- hence worked closely to obtain smooth transition of IT related information for the project takeover.

Resolve and troubleshoot large and highly complex problems related to OS Win7, XP, VPN, Office and Client Specific Software.* Assisting and coordinating with team working under-with timely ticket assignment on round robin basis, scheduling tasks to them for the day, checking updates in tickets in Remedy 7.3/Remedy 7.5.* Handling escalated cases pertaining to Desktop/Network and security Issues.* Working closely with Knowledge Management team, preparing process related documents and technical documents in RACI Matrix.* Checking for the obsolete documents and replacing them with new documents after discussing it with internal team.* Preparing shift schedules.* Preparing and arranging team activities and events.* Communicating with APAC users and obtaining their feedback and concerns over the Service desk performance and technical solutions provided.* Discussing and implementing improvement measures to increase team productivity.10. Worked closely on Problem Management- Analyzing incidents eligible for Problem Ticket, Discovering RCA and giving permanent resolution.