It Senior Manager
Nttdata
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Rene A is listed as IT Senior Manager at Nttdata, based in Bengaluru, Karnataka, India. AeroLeads shows a matched LinkedIn profile for Rene A.
Rene A previously worked as IT Manager at Ntt Data Services and Service Management Specialist at Ntt Data Services. Rene A holds Bca, Computer Software And Media Applications from Dr. C. V. Raman University, Kota Bilaspur.
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Nttdata
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Profile bio
About Rene A
I have a vast experience in client interactions,Project management,People management, Customer service , Process management and Hospitality industry. I have moulded myself into the requirements
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9 roles
Rene A work experience
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It Manager
Service Management Specialist
Jan 2022 - Jan 2024
Project Management Sr Analyst
Sep 2018 - Jan 2022
Client Technical Specialist
Service Desk Tech Lead managing a desk of 40+ agents giving support for global honeywell employee across all shifts by coordinating with others team members of 350 +Globally• Ensuring accurate rostering across 24/7 shifts keeping in mind hourly volume trending and ensuring right FTE alignment to meet Telecom SLA’s and provide Business Coverage.• SD POC to all customer calls where any Customer escalations, major business changes, planned Outages are discussed.• Has been SD POC with the Transition team for migrations of Notes to Outlook for two Client’s, total user base of approx.10K, during which my role was to provide all new issues received by SD from users, scrubbing them, discussing them with the Transition team on the Daily Touch Point and categorizing FCR and Self Service opportunities, post that preparing Technical documents for associates with guidance from the Technical team.• Regular auditing of tickets and calls aimed at, minimizing the error percentage, FCR misses and incorrect routing, also finding more and more FCR opportunities for shift left.• Attending Daily/Weekly Operations call for all my accounts with the Service Management and Assignee Group owners where in all existing High Severity Incidents, Scheduled Changes and planned Outages are discussed. • End to End ownership of SLA and KPI of Service Desk for accounts handled and ensuring Daily and Monthly targets are met. • Monthly health-check of accounts to ensure accurate billings is done to internal PMO team aimed at maximizing the profit percentage of Dell as a Service Provider.• Auditing call scripts and providing feedback to associates, also sharing best practices to improve AHT and driving Customer Satisfaction.• Maintaining an update to date Knowledge Base, regular tools access validation and sharing process updates with the team to ensure best delivery of services to the end user and optimizing support.
Mar 2016 - Sep 2018
Client Technical Snr Associate
Mentor the analystsMonitor the que statusAssign work to the teamTrack team performanceCreate team building activitiesHandle escalationsGenerate Sla reportsBuild knowledge baseTrain the team on new process introductionRefresher training on processNew hire orientation
May 2011 - Feb 2016
Technical Support
May 2010 - Apr 2011
Sales Associate
Apr 2009 - Mar 2010
Supervisor
Jena Bakery
May 2005 - Mar 2009
3 education records
Rene A education
Bca, Computer Software And Media Applications
Craft Course In Food Production And Applied Nutrition, Hospitaliy
Institute Of Hotel Management And Catering Technology And Applied Nutrition, Chennai
Accounts, Vocational
St Gabriels
FAQ
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What company does Rene A work for?
Rene A works for Nttdata.
What is Rene A's role at Nttdata?
Rene A is listed as IT Senior Manager at Nttdata.
Where is Rene A based?
Rene A is based in Bengaluru, Karnataka, India while working with Nttdata.
What companies has Rene A worked for?
Rene A has worked for Nttdata, Ntt Data Services, Dell, Sitel, and Necta Technology Pvt Ltd.
How can I contact Rene A?
You can use AeroLeads to view verified contact signals for Rene A at Nttdata, including work email, phone, and LinkedIn data when available.
What schools did Rene A attend?
Rene A holds Bca, Computer Software And Media Applications from Dr. C. V. Raman University, Kota Bilaspur.
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