Manish Kumar Email & Phone Number

Hyderabad, In

Hyderabad, In

India

• Handled Migration of system configurations and leading a team of 11 FTE’s including L1’s and L2’s.• Liaise with other departments as necessary for sharing or gathering of information• Provide information about incidents analysis and KPIs with cross functions Teams• Track the incidents to conclusion in line with open ticket SLAs and quality standards. Measure monitor and work to drive down incident levels. • Track the incidents to conclusion in line with open ticket SLAs and quality standards. Measure monitor and work to drive down incident levels.• Supervises staff by providing work direction, clarifying expectations, providing training/development, and conducting performance reviews to maintain a productive work environment with high level of employee satisfaction.• Monitor schedule adherence, prepare team roster, manage the daily attendance and leave plans of team members.• Review performance reports, service improvements, service quality, processes and Knowledge. Provide regular reports to management to aid meaningful business decisions.• Ensure that practices and processes exist and when it is possible are standardized and repeatable. Ensure that these ones are continually improving and produce business cases to support team activities

India

Assume ownership of problems from any administrator and follow path of escalated contacts to insure the problems are resolved in timely and effective ways to the satisfaction of the administrator.Evaluate and perform root-cause analysis on escalated issuesCreate documentation to assist other department with further analysis of technical issues andManage special projects as assigned to improve Help Desk efficiencies and to reduce inbound calls to the Help Desk.Perform tasks required to successfully meet Service Level Agreements for Software distribution, Exam Result and Statuses.Identify training needs and develop/deliver technical training for Level 1.Evaluate new Prometric Software to identify potential defects and confirm functionality as designed.Assist other Prometric technical departments in the preparation for and remediation of new software and hardware releases by participating in beta testing as part of the formal release process, as defined by Prometric leadership.Create Knowledge Base Documents to assist Level 1 in resolving repetitive issues.

India

#Support the clients & provide resolution of procedural, process, information and technical problems for requests from testing center administrators submitted by Inbound Calls, email, chat. # Multitask and support customers on more than one channel, call & chat at the same time.# Document & provide audit trail of all problems and resolutions (problem description, troubleshooting steps taken, resolution) through the use of Incident Management tool. # Take ownership of problems, and follow appropriate escalation paths to ensure the problems are resolved in timely and effective ways to meet customer service and Global Help Desk metrics. # Identify systematic problems and/or recommend opportunities for improvement that will eliminate or reduce problems in the windows XP & Win 7 platform based Prometric Applications. # Act as advocates for the testing center administrators to ensure their needs and concerns are addressed and/or escalated. # Follow established procedures for call and chat referral, escalation and problem resolution with Level 2 Engineers globally.# Work with different Site / Onshore engineers to support# Regular Follow-up with customer and different resolver groups or teams to work towards resolution of open tickets.# Work cooperatively with other team members – including those in other regions. # Recommend changes or additions to existing procedures that will improve the overall effective operation of the Global Help Desk support model. # Perform other duties as assigned.#Working knowledge into Active Directory preferred # Logical bent of mind to isolate the root cause of the technical issues.# Proficiency in Remote Desktop troubleshooting , router & LAN troubleshooting # Learn new skills and demonstrate high levels of proficiency with new technologies, tools and procedures as required.

Bachelor'S In Computer Application, Computer Science

Mathematics And Computer Science