Defining and documenting project scope and resource requirementsSetting timelines for deliverablesDefining and managing priorities against the available capacity of team membersNegotiating with internal and external stakeholdersCreating a collaborative, innovative and efficient working cultureOptimising processes and team productivitySupervising project documentationTaking responsibility for project milestone deliveryConstantly looking to identify impediments early, actively working to resolve those impediments, and escalates when needed.Management and tracking of cross team/squad dependencies.Management and tracking of all high-integrity commitments.Provides proactive visibility and effectively communicates delivery targets, commitments and progress.Works to minimize meetings and ceremonies, but when they are needed, they are well-run and efficient.

Responsible for overall project objectives, as well as the role and function of each project team member.Ensured the project objectives and requirements are clear and agreed upon by all team members.Coordinated delivery and installation of technology.Organized and managed all phases of the project to ensure on-time completion within budgetary requirements.Drove problem investigation and resolution as required.Responsible for Technical Design and Documentation.Managed stakeholder perceptions and satisfaction.Escalated project issues that cannot be completed within agreed service levels.Responsible for Desktops roll-outs, configuration, Ghost, and training.Responsible for interviewing, hiring, & training desktop & technical support staff.Design, develop, and support the corporate IT infrastructure including Voice/Data Networks, System Administration, Desktop Support

Monitored performance on a day-to-day basis to line management through coaching, disciplinary actions, counseling and career developmentAnalyzed business infrastructure and provided guidance and input on unit restructures, employee development, workplace planning and succession planning.Conduct meetings with business units weekly.Improve work relationships between fellow employees and management by working closely to build morale and motivation.Manage account relationships, contract negations, sales, pricing, billing, and logisticsCollaborate with cross-functional teams to improve customer service experienceLead planning, strategy, proposal process, and bid preparation.Collaborated with cross-functional teams to improve customer service experienceCapitalized on previous relationships and performed market researchDrove revenue and secured new businessCaptured significant competitive business and presented optimum solutionsEnsures projects are appropriately staffed for meeting project requirementMonitored and inspected project teams' job progress to ensure compliance with all schedule, quality and safety requirementIdentified process improvement opportunities to drive operational efficiencies as needed

With the support of 15 Hardware support Engineer team, handled in and around ChennaiAchieved the target given with 96% SLAAssigning the engineers for various location and resolve the issueTracking and closing incidents within given TATOn an average we are attending 50 to 60 calls in and around ChennaiTracking the customer for defective spares and handover the same to dellAchieved the target given with 100% Defective spares return SER has to be verified every month for support and to be billed accordinglyEnsuring SLA is met in all parameters and no penalty leviedResolving customer queries Tenure management & Training for resourcesPreparing executive summary for the monthly performance reviewVarious analyses for achieving Dell Matrix Feedback analysis – responsible for increasing CSAT % and its coverage Identifying the required trainings for the teamSending Daily & Monthly reports to all stake holdersSupporting RE Sites like Zoho, Cognizant, Vertusa Organizing events within the teamSupport for internal installation Dell systemAddressing resource issues and planning for succession of key players in the teamCustomer complaints to be tracked and addressed. Steps to be taken for addressing permanently

With the support of 14 members team, handled around 15000 calls per monthAchieved the target given with 96% CSATTracking and closing incidents & Requests within given TATOn an average reduced the number of daily pending calls from 25 to 11Resolving customer queries with less AHT, bringing down the overall time to 7:45 min on avgRed Carpet Support for VIP / VVIP users, with 100% CSATTenure management & Training for resourcesPreparing executive summary for the monthly performance reviewVarious analyses for reducing call inflow, & meeting SLAFeedback analysis – responsible for increasing CSAT % and its coverage Identifying the required trainings for the teamCompleting joining formalities for the new joinersSending Daily & Monthly reports to all stake holdersOrganizing events within the teamWarranty & AMC has to be verified every month for support and to be billed accordinglySupport for BCP & DR activities and for migration projectsEnsuring SLA is met in all parameters and no penalty leviedPresenting the MIS meetings to the customer and actionable coming out to be tracked and closed within timelineProcess adherence to be reviewed periodically and should ensure there are no Non – ComplianceCustomer complaints to be tracked and addressed. Steps to be taken for addressing permanentlyMeet the Key stack holders and feedback to be taken Addressing resource issues and planning for succession of key players in the teamEnsuring the resources is trained and motivated. Organizing HR Activities to ensure employee

Data Entry Clerk