Manoj Kumar Email & Phone Number

Hired, Trained and Mentored Tier 1 and Tier 2 team members.Meet the project deliverables; ensure the Customer satisfaction is always exceeded by achieving the SLAs.Enhance skill and retain knowledge base within the Division.Taking part in Project Management Review meetings to discuss project specific issues and getting solutions by Brainstorming.Conducting on Job Training for new hires to make them at par with project expectations.Daily interaction with the Onshore Clients over the Conference call and WebEx sessions if required.Monitor deadlines and ensure timely delivery of projects.Provided weekly feedbacks and annual reviews for direct reports.Directly assisted all members of the IT team with urgent and complicated support issues. Oversaw all requests, incidents and problems. Acting as an escalation point for all requests and incidents.Created and maintained knowledge base documentation.Increased IT Service Desk efficiency and effectiveness through coaching and mentoring, resulting in an 85% first call resolution rate and improving average issues resolved time by 70%.Led daily IT meetings with the support team.Developed new processes to improve client response time and resolution.Organized, prioritized and coordinated daily help desk workload activities.Identified and manage employee schedules to ensure prompt and efficient user support.Worked directly with IT Director to implement new processes and procedures for the IT Team.Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills.Directed and supervised a team of 20+ help desk levels 1 and 2.Established open and professional relationships with team members which helpedresolve issues and conflicts quickly.Took on additional job duties during unexpected backlog, resulting in meeting project deadlines.

• 

  Visvesvaraya Technological University

  Computer Science