Nishanth Ullal Email & Phone Number

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

Bengaluru

My role involves analysing, reviewing and creation of Knowledge Article for the Global IT Teams and Account End Users based on ticketing and inbound call analysis and publishing and managing the Knowledge Base.Global SME for the AI Chat Bot and assisting the DevOPS and Information Architect to manage, maintain, review customer feedbacks and publishing the updated contents to end user in real time. Identifying issues related to the AI environment and working with the team on the… Show more My role involves analysing, reviewing and creation of Knowledge Article for the Global IT Teams and Account End Users based on ticketing and inbound call analysis and publishing and managing the Knowledge Base.Global SME for the AI Chat Bot and assisting the DevOPS and Information Architect to manage, maintain, review customer feedbacks and publishing the updated contents to end user in real time. Identifying issues related to the AI environment and working with the team on the fix.Working with the ServiceNow Developers to identify, brainstorm ideas and solutions, test the instances and flag the defects and fix them before the bug would impact the Production Environment. Backup support for the SNOW Production team with migration testing and finding new solution to save costs for the organization.Account Trainer and ensure refresher trainings are covered on the topics on which Agents need help.Help Team improve FCR by identifying the areas of improvement and align the team members on coaching and training.Weekly connect with other resolver groups to identify knowledge gaps and mis routes and areas of improvement and to get updates.Connect one on one with team members to address their concerns and help them come up the learning curve and improve their performance.Perform D-SAT analysis with the quality team. Perform audits and along with weekly calibration on quality on calls with the Quality and V&A team.Helped save the organization $72K per year by moving to an inhouse supported chat solution through ServiceNow. Show less

India

Escalation point of contact for the account, give callouts and RCA on Critical Misses and Account escalations.First line of support for the account to co-ordinate and solution the issues and escalations.Publishing and analysing account SLA reports on a daily basis and prepare and submit reports on real time requirement for the Internal Teams and Clients while ensuring that the team is meeting all SLAs and KPIs month on month.Preparing Billing Charge back to the client for each… Show more Escalation point of contact for the account, give callouts and RCA on Critical Misses and Account escalations.First line of support for the account to co-ordinate and solution the issues and escalations.Publishing and analysing account SLA reports on a daily basis and prepare and submit reports on real time requirement for the Internal Teams and Clients while ensuring that the team is meeting all SLAs and KPIs month on month.Preparing Billing Charge back to the client for each month for the Volume handled for all regions of the account.Organization point of contact for the Clients with respect to migrations, hypercare support and escalations and facing the clients for interactions for discussion on challenges faced in their environment and working on solutioning the issues.Agile Point of contact for the team and ensuring Daily standup are held with the team to drive the team meet SLAs and understand the challenges the team is facing and help them with it, update and discuss with the team on current and new updates and ensure the team is always ahead on troubleshooting the issues and sharing the updates on upcoming migrations and changes.Assist the team to meet their backlog numbers Show less

Bengaluru, Karnataka, India

Key Roles on Knowledge Management: My role involves Knowledge Management and Operations Management for the account. Ensure the Knowledge management process is being carried out properly on Account Level Ensure that the new Knowledge articles are created, published and retired every month according to the requirements Perform final review and publication of Knowledge Articles Monthly, quarterly and yearly review on Knowledge Management with Clients. Engaged… Show more Key Roles on Knowledge Management: My role involves Knowledge Management and Operations Management for the account. Ensure the Knowledge management process is being carried out properly on Account Level Ensure that the new Knowledge articles are created, published and retired every month according to the requirements Perform final review and publication of Knowledge Articles Monthly, quarterly and yearly review on Knowledge Management with Clients. Engaged Organization and Client Application Owners and ensure that the new articles are created, published and reviewed. Work with clients and support teams and identify knowledge gaps and assist with finding solutions by working with the support teams and vendors.Key Roles on Operations: To ensure the team is meeting all SLAs and KPIs Daily standup with the team to drive the team meet SLAs and understand the challenges the team is facing and help them with it, update and discuss with the team on current and new updates and ensure the team has understood the updates and are following them. Drive the team to meet their backlog numbers Ensure refresher trainings are covered on the topics on which Agents need help. Monitor and ensure team is meeting FCR, FTF and MTTR. Help Team improve FCR by identifying the areas of improvement and align the team members on coaching and training. Weekly connect with other resolver groups to identify knowledge gaps and mis routes and areas of improvement and to get updates. Connect one on one with team members to address their concerns and help them come up the learning curve and improve their performance. D-SAT analysis with the quality team. Weekly calibration on quality on calls with the Quality and V&A team. Weekly and Bi-Weekly Operations review with Leadership. Show less

Bengaluru, Karnataka, India

Working as a Team Lead for a Project.Subject Matter Expert in the project & Knowledge Manager: Managing knowledge base for the Project, working with project teams to update the existing Knowledge base with the new and upcoming changes and updating support teams across the Geo.Assisted with testing ServiceNow as an ITIL and Non-ITIL user during the Migration from each versions , currently supporting SNOW - NYManaging Teams.Currently working alongside IBM Watson IA to train… Show more Working as a Team Lead for a Project.Subject Matter Expert in the project & Knowledge Manager: Managing knowledge base for the Project, working with project teams to update the existing Knowledge base with the new and upcoming changes and updating support teams across the Geo.Assisted with testing ServiceNow as an ITIL and Non-ITIL user during the Migration from each versions , currently supporting SNOW - NYManaging Teams.Currently working alongside IBM Watson IA to train Watson using Cartridge StudioWorked through Multiple Migrations in the Organization (Windows 10, Jabber UCCaaS, MS Teams, McAfee Drive Encryption, Bitlocker, Office 365, Citrix, Citrix Cloud)Handled the Hypercare Desk during migration of (Windows 10, O365, MS Teams, Employee Conversion) Show less

Bengaluru Area, India

Working as a Team Lead for a Project.Subject Matter Expert in the project & Knowledge Manager: Managing knowledge base for the Project, working with project teams to update the existing Knowledge base with the new and upcoming changes and updating the Help Desk techs in 2 locations.Assisted with testing ServiceNow as an ITIL and Non-ITIL user during the Migration from each versions , currently supporting SNOW - NY,Managing Teams.Currently working alongside IBM Watson IA to… Show more Working as a Team Lead for a Project.Subject Matter Expert in the project & Knowledge Manager: Managing knowledge base for the Project, working with project teams to update the existing Knowledge base with the new and upcoming changes and updating the Help Desk techs in 2 locations.Assisted with testing ServiceNow as an ITIL and Non-ITIL user during the Migration from each versions , currently supporting SNOW - NY,Managing Teams.Currently working alongside IBM Watson IA to train Watson using Cartridge StudioWorked through Multiple Migrations in the Organization (Windows 10, Jabber UCCaaS, MS Teams, McAfee Drive Encryption, Bitlocker, Office 365, Citrix, Citrix Cloud)Handled the Hypercare Desk during migration of (Windows 10, O365, MS Teams) Show less

Karnataka, India

India

I have been actively involved in handling everyday Operations. On-boarding new hires Conducting New Hire Trainings Helping the team meet their productivity and SLAs by monitoring and driving them towards their goal. Live floor support lead. Help the team to work upon assigned backlog incident and task tickets and reduce backlog count for the account along with assisting the help desk agents on live calls. Conduct Re-fresher trainings. Publish Knowledge… Show more I have been actively involved in handling everyday Operations. On-boarding new hires Conducting New Hire Trainings Helping the team meet their productivity and SLAs by monitoring and driving them towards their goal. Live floor support lead. Help the team to work upon assigned backlog incident and task tickets and reduce backlog count for the account along with assisting the help desk agents on live calls. Conduct Re-fresher trainings. Publish Knowledge articles for the team Publish reports on Aging, backlog tickets. Account SLAs and KPIs. Assisting First Line manager on other Operational activities such as • Updating and maintaining the artifacts repository and ensuring that the artifacts and documents are in place for Audits such as ISO, PDR, CMMI Gap Analysis, ICT, MOR, Account Reviews.• Being a part of the review meetings, technical connects with other resolver groups• Being a part of Daily management call Show less

Karnataka, India

Centralized Technical Support - CTS Involved in troubleshooting on VDIs, Operating System level troubleshooting, Networking troubleshooting. Provide Technical support and Customer service to an Industrial/Construction oriented Account. Supported more than 1000 applications and provide support on network, computer, server, virtual machines, and mobile devices. Help users with placing service requests. Help the knowledge team improve the Knowledge base. Help… Show more Centralized Technical Support - CTS Involved in troubleshooting on VDIs, Operating System level troubleshooting, Networking troubleshooting. Provide Technical support and Customer service to an Industrial/Construction oriented Account. Supported more than 1000 applications and provide support on network, computer, server, virtual machines, and mobile devices. Help users with placing service requests. Help the knowledge team improve the Knowledge base. Help Remote users with VPN and internet troubleshooting. Help users with Microsoft Office applications like Outlook, Skype, and other office applications like Word, Excel etc. Remote into user’s computers and virtual machines and provide troubleshooting assistance. Help users with Networking issues like router connectivity and setup. Monitor tickets on Service Now tool and action them accordingly. Printer and Scanner assistance to customers. Determining the resolution, fix for the customer’s issue and documenting the same. Interacting with customers and solving their queries. Deploy software and patches to SCCM client and troubleshooting SCCM client issue. Proficient in troubleshooting office applications, O365, Outlook, Windows OS and applications. Operating systems: Worked on Redhat (Linux), Windows 7, Windows 10, Windows 11, Windows server 2012 and 2019. Troubleshoot on system errors, installation of patches by co-ordination with RFS teams.  Knowledge of Active directory Setup Citrix Infrastructure and provision remote desktops and Remote PCs Show less

Bangalore

 Involved in troubleshooting on VDIs, Operating System level troubleshooting, Networking troubleshooting. Provide Technical support and Customer service to an Insurance Account. Supported more than 500 applications and provide support on network, computer, server, virtual machines, and mobile devices. Help users with placing service requests. Help the knowledge team improve the Knowledge base. Help Remote users with VPN and internet troubleshooting. Help users… Show more  Involved in troubleshooting on VDIs, Operating System level troubleshooting, Networking troubleshooting. Provide Technical support and Customer service to an Insurance Account. Supported more than 500 applications and provide support on network, computer, server, virtual machines, and mobile devices. Help users with placing service requests. Help the knowledge team improve the Knowledge base. Help Remote users with VPN and internet troubleshooting. Help users with Microsoft Office applications like Outlook, Skype, and other office applications like Word, Excel etc. Remote into user’s computers and virtual machines and provide troubleshooting assistance. Help users with Networking issues like router connectivity and setup. Monitor tickets on Service Now tool and action them accordingly. Printer and Scanner assistance to customers. Determining the resolution, fix for the customer’s issue and documenting the same. Interacting with customers and solving their queries. Initial POC for the team on any new changes are application support. Received Security clearance to manage accounts on middleware and mainframe system. Show less

B.E, Computer Science And Engineering

Pcmc

Education record