Samuel M Daniel Email & Phone Number

Bengaluru, Ka, In

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

● Manage and oversee all Service Delivery reports to an agreed schedule (or on request), including management and performance reports to IT Management● Perform incident management process reviews to ensure efficient and effective workflow and to effect improvements in response time and resolution● Manage and oversee Problem Management across Teams to drive performance excellence based on business defined priorities● Management, development, and documentation of process and… Show more ● Manage and oversee all Service Delivery reports to an agreed schedule (or on request), including management and performance reports to IT Management● Perform incident management process reviews to ensure efficient and effective workflow and to effect improvements in response time and resolution● Manage and oversee Problem Management across Teams to drive performance excellence based on business defined priorities● Management, development, and documentation of process and procedures for operational management● Assist/drive the team in providing efficient 2nd level Support on all processes in Service Management● Lead Continuous Service Improvements across multiple processes to drive development● Perform service request process reviews to ensure efficient and effective workflow and to effect improvements in service quality and timely deliveryMajor Incident Management Lead (2018 – 2020)● Working as a Global Major Incident Manager (MIM)- Oversee the control process end to end and ensure compliance across organization. ● Handle escalations and manage team’s availability, shift rostering, leave management, and reporting to the higher management.● Taking full ownership of all incidents. Coordinate & oversee resources necessary via conference calls / emergency meetings to restore full service or implement workaround as quickly as possible.● Own & manage communication of incident to affected stakeholders, ensuring customers impacted are communicated to in a timely manner with clear & succinct details of incident / time to resolution / workarounds applicable.● Complete full analysis & publish detailed report of incident cause / impact / incident timeline / preventative measures. Publishing reports within agreed business timescales.● Compile executive summary reports weekly of incidents by service● Regularly analyze Production incidents to identify most prevalent incident types & proactively create problem tickets to permanently identify and fix the root cause. Show less

Bangalore

GroupWise support on SUSE Linux- Technical Support deliverables: -• Working closely with the director of the company and managing multiple clients for IT Support services and US Staffing business.• Ensure the critical requirements are delivered within the expected timelines. Keep clients up-to-date on service level agreements (SLAs)• Technical Support deliverables: -• GroupWise, Mail server, mail client Admin. Worked on Netware/Linux/Windows Server 2003/2008. SuSE Linux… Show more GroupWise support on SUSE Linux- Technical Support deliverables: -• Working closely with the director of the company and managing multiple clients for IT Support services and US Staffing business.• Ensure the critical requirements are delivered within the expected timelines. Keep clients up-to-date on service level agreements (SLAs)• Technical Support deliverables: -• GroupWise, Mail server, mail client Admin. Worked on Netware/Linux/Windows Server 2003/2008. SuSE Linux Enterprise Server, troubleshooting. Worked on setting up user’s mailbox and mail servers for clients. Creating users on eDirectory and user’s rights/permissions. Worked on Vmware. • Team Mentor Deliverables: -• Schedule All-hands meeting with the upper management. Maintaining SLA - Urgent, High, Medium, Low Incidents. FCR (First Call resolution), abandoned calls, review Service Request Updates. Trend analysis, re-opened tickets. New Tickets solved / Percent of tickets solved as first Resolution. Review open incidents 15 days, 30 days, 50 days. Feedback on technical skill upgradation. Knowledge Transfer to New Hires. Training hours review both online and classroom trainings. Report management AHT, Customer satisfaction. SWOT analysis. Number of incidents handled per agent. Show less

Bengaluru Area, India

Handled calls and emails on the help desk issues, regarding Networking, and other IT related issues with.Knowledge on RAID/ADS/DNS/DHCP/OUTLOOK /SERVER SUPPORT /EXCHANGE, MAILBOX CREATION / BACKUP/AD MIGRATION ISSUES /PROFILE ISSUES. Tools Used - Bomgar and Genesis.

Bengaluru Area, India

Designation: TSE (Technical Support expert) from Oct 2007 – Nov 2008.• Supporting Hardware on Desktops, Laptops, Printers, Routers Etc.to US consumers.• Trouble-shooting Hardware Problems from Memory, LCD, Hard-drives, Heat-sinks, Motherboards, Processors and customizing the system settings.• Printer setup, installing Small business and home networks.• Wireless set up with routers such as 802.11 a/b/g/n Networks on Linksys and Net gear etc.• Was in TOTAL SOLUTIONS - PAID… Show more Designation: TSE (Technical Support expert) from Oct 2007 – Nov 2008.• Supporting Hardware on Desktops, Laptops, Printers, Routers Etc.to US consumers.• Trouble-shooting Hardware Problems from Memory, LCD, Hard-drives, Heat-sinks, Motherboards, Processors and customizing the system settings.• Printer setup, installing Small business and home networks.• Wireless set up with routers such as 802.11 a/b/g/n Networks on Linksys and Net gear etc.• Was in TOTAL SOLUTIONS - PAID Queue, which involved troubleshooting for any third-party products on demand, both software and hardware, OS Troubleshooting, Wireless products etc. Show less

Chennai Area, India

Designation: Technical Support Representative from Jan 2005 – Oct 2007.Generating licenses and sending the relevant licenses to the enterprise customers. Trouble shooting any kinds of licensing issues on BACKUP SERVERS and clients. Was heading a project through SAP to verify the contracts and send the licenses to the clients. In-charge of the APJ and EMEA Shift schedules.

Merit Trac organizes written tests and interviews for entry into software roles in leading IT firmsRolesTest evaluator.Shortlist candidates for higher level interview. Responsible to gathering volunteers for the entrance event.Responsible for record maintenance for the events and data presentation to the authority.

Mba, Marketing

B.Sc, Statistics,Computers, Economics