Prathan Shetty Email & Phone Number

Mumbai, Maharashtra, India

 Follow-up for the IT security vulnerability with MD and POC’s till remediation. Preparing Open port Comms on daily basis. Preparing PPT on daily follow-ups with status on open vulnerabilities to leadership team. Work with IT Security team to remediate the open vulnerability with the help of POC. Preparing the three weeks look ahead report weekly and circulating it to the MD’s for proactive closures

Mumbai, Maharashtra, India

 Plan, organize, and monitor pre-implementation deliverables and process improvement initiatives identified by the client Work with other teams to manage alignment between company processes and business objectives to optimize business performance. Coordinate with process owners and technology owners to define technology requirements to support company process strategy and deployment. Maintain and update documentation of process overviews, details and process flows. Make process design and development recommendations to standardize, improve, or redesign processes to meet business needs Research and resolve issues identified in the processes and systems of a client’s organization. Act as single point-of-contact for customers and internal teams in addressing process-related queries. Conducts Audit for internal and external clients

Mumbai, Maharashtra, India

 Managed Incident Management Team, Problem Management, Change Management Team, IT Security Team, Network Team, 150+ resident engineers & respective service partners. Managed CBEC (Central Board of Excise & Customs) West Region & for the Product Support Thin client, Printer, DG- set, Print server, Electricals, Networking & UPS. Reviewing the open calls on daily basis. Monthly review meeting with Partners. Monthly review meeting with the Key customer locations, commissioners, System managers & Superintendents. Quarterly Partner Audit in terms of SLA, engineer availability & Spare planning. Preparing the MIS report & Analysing. Taking care of P& L of the account for the region. Managing customer escalation and supporting them by facilitating to bridge the gap of corporate process to resolve the customer complains.

Mumbai, Maharashtra, India

  Managing Bank of India, Bank of Baroda, BOB RRB & Dena bank RRB & UBS Projects.  Managing Nationally for BOI, BOB, BOB RRB & Dena bank RRB Desktop/IPG Hardware and OS Support. Reviewing the open calls on daily basis. Weekly Review meeting with Partners. Monthly review meeting with Facility management Team regarding the SLA Improvement. Preparing the MIS report. Managing customer escalation and supporting them by facilitating to bridge the gap of corporate process to resolve the customer complain

Mumbai, Maharashtra, India

 Managing Bank Of India (National) & Bank of Baroda ( Global ) Hardware Support.  Managing Nationally for BOI & Globally for BOB Desktop/IPG Hardware and OS Support. Reviewing the open calls on daily basis. Weekly Review meeting with Partners. Monthly review meeting with OS Team regarding the SLA Improvement. Preparing the MIS report. Managing customer escalation and supporting them by facilitating to bridge the gap of corporate process to resolve the customer complain.

Mumbai, Maharashtra, India

 Leading the team of Remote Support  Managing All India Desktop Support Reviewing the open calls on daily basis Preparing Shift roster for the Remote support team. Handling project related activities Weekly Review meeting with customer Monthly review meeting with the vendor regarding the Engineers feedback. Preparing the MIS report. Managing customer escalation and supporting them by facilitating to bridge the gap of corporate process to resolve the customer complain

Mumbai, Maharashtra, India

 Managing customer escalation and supporting them by facilitating to bridge the gap of corporate process to resolve the customer complain. Identifying the root cause analysis of unidentified areas for process implementation and highlighting the same to higher management for improvisation Management of manpower to set customers expectation on the right path. Work on Business Fundamental Table on monthly basis to achieve Business Parameters. Excellent experience in handling critical customers like Bank of India, DHL, Department of Income Tax, ICICI Prudential, NSE, Ericssion & Bank of Baroda during period specific projects and day to day call/escalation Managing dissatisfied customer reports and improvising on unidentified area for serving bette

 Managing customer escalation and supporting them by facilitating to bridge the gap of corporate process to resolve the customer complain. Identifying the root cause analysis of unidentified areas for process implementation and highlighting the same to higher management for improvisation Management of manpower to set customers expectation on the right path. Work on Business Fundamental Table on monthly basis to achieve Business Parameters. Excellent experience in handling critical customers like Bank of India, DHL, Department of Income Tax, ICICI Prudential, NSE, Ericson & Bank of Baroda during period specific projects and day to day call/escalation Managing dissatisfied customer reports and improvising on unidentified area for serving better.

Mumbai, Maharashtra, India

 Facility in charge for installation of Desktop and Printers, within the timeline set by Customer Responsible for any escalation aroused during the project period. Responsible for Manpower and proper plan of activity’s, to be carried out during day to day basis.

Mumbai, Maharashtra, India

 Allocating Calls to Engineer based on location and following up with the engineer till the closure of calls. Taking Open calls on daily basis & prioritizing the calls accordingly. Consolidating the monthly closed calls for billing purpose & forwarding it to the account section.

Bachelors Of Science In Information Technology

 Diploma In Computer Hardware

Trained On Project Management Fundamentals

Hardware Asset Management (Ham) Certified

 Itil Foundation Certified

Itil Service Operation

Itil Service Transition Certified