Rahul Ranpise Email and Phone Number

Liaison with customer, sales and operations to provide exceptional customer experience to new and existing customers in order to increase customer satisfaction metrics.Prepare action plans specific to accounts, review past issues, and help customize steps to improve the customer perception. Direct a team of Customer Experience representative to provide feedback and data from survey for further analysis and improvement. Work directly with Sr. Management to ensure a smooth experience for the customer with quarterly reviews and data graphs. Management of the Service Desk and Senior Engineering teams ensuring adherence to best practice standards and the meeting of key performance targets such as Incident Service Level Agreements, telephone response and first-time fix ratesSupervision of the logging, monitoring and escalation of Incidents and Service Requests in the Service Desk system.Production of management reports covering performance of all areas of day to day responsibility.Acting as an escalation point for Service Desk and Senior Engineers.

• Technical Lead for Microsoft Office 365 Support Team.• Managed Team for 20 Technical Consultants who handled the End User issues.• Ensure Team meets performance targets as defined in the SOW. • Taking stock of Bin status of team on a daily basis and ensuring targets for Aged & Idle case% are adhered. • To along with re distributing cases for Support Engineers not present for the day. • Ensuring Team is meeting targets for Days to Solution (DTS), Days to Closure (DTC) along with tracking First Call Resolution (FCR). • Ensuring accurate Labor is logged on cases. • Show increasing trend in Help Resolve and FCR month over month. • Ensuring proper & accurate Tech Lead reviews are documented in the case in the form of Tech Lead logs. • Handle escalation requests initiated by Team Managers/ Support Engineer/ customers as per the current policy for escalating cases as well as ensure that proper expectations are set with the customer. • Handle Technical Recovery requests initiated by Team Manager /Support Engineer. • Ensure targets for CRT (Case review template) are met on a week on week basis. • Top Call Generator for their respective Specialty/ Queue & QoS analysis using V.A.R.F. • Use TCG, V.A.R.F. to identify technical competency issues in the team and address the same in the form of Case Bashing, Lab Assignments and Triages (minimum of 4 Triages to be conducted by the Tech Lead • With documents Pre-&re & Post Assessment with scores). • Identify technical outliers and initiate training plan for the same. • Identify and track issues/queries/cases for weekly call with Clients.

Responsible for first line diagnostics and remote troubleshooting of faults for global data clients by telnet/SSH onto the various network devices like routers/switches/firewalls etc. Also responsible for progressing appropriate faults through to resolution. Act as second point of contact for all incoming fault reports. •Faults may include site completely down, site on backup, routing issues, slow responses, packet losses, errors on the line, and authentication issues with provider, etc. Steps taken to resolve them consist of: co-coordinating remotely with the site contact to troubleshoot the issue, forcefully bringing the site onto backup if primary is failing. •Recording the fault on fault management system - Remedy AR System. Also ensuring all ticket progress is accurately recorded, accurate fault history maintained, all changes made to device configuration and diagnostics of network devices are fully documented in the remedy ticket which is consistent with ITIL standards. •Proactive monitoring of faults for sites hard down, sites on backup, interfaces down, high utilization, high CPU, hardware issues, etc. using SMNP based system - In Charge Global Console (SMARTS). Ensuring to meet target of 90% spotting rate i.e. raising fault before customer raises it themselves. •Usage of various tools like Voyence Control to check for configuration changes as well as Vital Suite to check various graphs of network devices showing link, CPU, memory utilization etc.