Prashanth G Email & Phone Number

Bengaluru, KA, IN

Bengaluru, Karnataka, India

• End-to-End Process Setup: Spearheaded a pilot project, creating and documenting end-to-end processes that improved service delivery and operational efficiency.
• Team Leadership: Managed a team of 20 IT service desk professionals, fostering a culture of growth and accountability through performance reviews and continuous training.
• Operational Excellence: Directed service desk operations, ensuring 100% SLA and KPI adherence. Achieved a 98% customer satisfaction rate by reducing average response times and resolving recurring issues.
• Technology Implementation: Championed automation and the adoption of new technologies, reducing ticket volumes by 95% and improving support efficiency.
• Incident Management: Led the management of high-priority incidents, ensuring effective communication and resolution for business-critical issues.
• Data-Driven Strategy: Utilized data analytics to identify trends, optimize resources, and recommend service improvements, aligning support operations with business objectives.

Karnataka, India

• Trained team members in successful strategies to meet operational and targets.
• Submitted reports to senior management to aid in business decision-making and planning.
• Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
• Supported staff development and goal attainment by focusing on skill development and job satisfaction.
• Planned team-building exercises to increase employee performance and job satisfaction.
• Onboarded new employees, including training, mentoring and new hire documentation.

Bangalore Urban, Karnataka, India

• Secure Admin Workstation (S.A.W) uses identity management that involves both a logical and a physical separation between standard privilege and high privilege network access. Understanding the logical and security.
• Manage a team of 22 technical support specialists in providing exceptional customer support for application troubleshooting, networking, and systems administration issues.
• Trying to implement new skills to innovate new technology.
• Recognize team strengths and encourage them to take ownership of their personal development.
• Analyze complex problems or proposals and build a meaningful insight which drives project and company.
• Create weekly and monthly reports for management on team performance, customer satisfaction, and technical issues.

Bengaluru, Karnataka, India

• Provided technical support and troubleshooting for application and OS issues to customers and internal teams.
• Collaborated with L2 and L3 teams to identify and resolve technical issues.
• Escalated critical issues to appropriate teams and ensured timely resolution.
• Documented support processes and procedures to improve support efficiency and consistency.
• Handled customer complaints and resolved conflicts to ensure customer satisfaction and retention.