• Handled DSS Support for APAC, EMEA & AMER region• Handled the project transition, SLA negotiation, IT projects• Single point of contact with the Clients• Direct and coordinate 40+ support technicians around the Globe• Drive and guide the Team Managers on handling the Asset, and Vendors effectively• Defined process for all the DSS teams• Handle monthly and quarterly review with client top management• Work closely with the sourcing team for resource fulfillment… Show more • Handled DSS Support for APAC, EMEA & AMER region• Handled the project transition, SLA negotiation, IT projects• Single point of contact with the Clients• Direct and coordinate 40+ support technicians around the Globe• Drive and guide the Team Managers on handling the Asset, and Vendors effectively• Defined process for all the DSS teams• Handle monthly and quarterly review with client top management• Work closely with the sourcing team for resource fulfillment • Closely work with the sales team for new projects requirement• Weekly sync with all the support teams and active participant on all internal changes• Enabled effective problem management team and support multiple towers Show less

• Measure, monitor and work to drive down incident levels• Monitoring staff to ensure the prompt resolution to all client queries• Audit the service management processes (Incident, Change, Problem Management)• Ensured the SLAs are met / exceeded as expected / agreed• Define KPIs, manage to metrics, and perform data manipulation to analyze team performance• Provide periodical updates to the team on process / technical • Create, update and maintain knowledge / Process… Show more • Measure, monitor and work to drive down incident levels• Monitoring staff to ensure the prompt resolution to all client queries• Audit the service management processes (Incident, Change, Problem Management)• Ensured the SLAs are met / exceeded as expected / agreed• Define KPIs, manage to metrics, and perform data manipulation to analyze team performance• Provide periodical updates to the team on process / technical • Create, update and maintain knowledge / Process documents • Representing weekly combined calls with Support teams & Vendors• Capacity planning, execute and monitoring• Delegating responsibility and ownership of tasks to staff• Conducting key client facing meeting• Escalation management combined with executive communication• Resolving conflicts within the project teams• Track the failure changes and identify the flaw and document for future reference• Manage multiple projects, change and release Show less

• Running regular checks on network and data security• Ensuring the security of data, network access, and backup systems• Identifying and acting on opportunities to improve and update software and systems• Developing and implementing IT policy and best practice guides for the organization• Identifying problematic areas and implement strategic solutions • Designing training programs and workshops for staff• Overseeing and determining timeframes for major IT projects… Show more • Running regular checks on network and data security• Ensuring the security of data, network access, and backup systems• Identifying and acting on opportunities to improve and update software and systems• Developing and implementing IT policy and best practice guides for the organization• Identifying problematic areas and implement strategic solutions • Designing training programs and workshops for staff• Overseeing and determining timeframes for major IT projects including system updates, upgrades, migrations and outages• Managing and reporting on the allocation of IT budget• Maintain good relationships with site Managers, third-party vendors• Responsible for all IT purchases Link, phone, dongle, Sim card and Laptop / Desktop• Developed implemented tools for purchase, payments, asset tracking and issue logging• Enabled proactive monitoring the networks and file servers Nagios• Generate daily / weekly report for all IT department Show less

Provide IT related support to Megapath Employees across USA in different locations.

Support HP/Dell Desktop and Laptop related support for US and UK customers