Wayne Kelson Email & Phone Number

Pune, Mh, In

Pune Area, India

Current Deliverables:• Act as a Subject Matter Expert and help team in resolving critical issues• Manage escalations• Drive Team performance• Constantly identify areas of improvement and training needs for the team members • Coach and mentor team members• Daily Client interaction• Maintaining and Delivering Reports • Handle ad-hoc tasks assigned from time to time

Pune Area, India

 Responsible for third-level support for all server related issues. Participated in complete system builds, upgrades, migrations, code deployments and patch management. Implemented security policy and virus protection. Administered change management related to server upgrades and software installation. Utilized Windows VBScript and Batch Scripting for reporting and application deployment. Prepared and maintained documentation of technologies, standards and procedures. Maintained and supported more than 600 plus Windows servers for IDEA cellular, Aditya Birla Group. Added and removed server roles and features; configured AD Domain Services roles; configured network infrastructure roles. Handled all the changes raised and approved as per the process and implemented during the change window as per the change management process. Processing Change Management requests in which the changes are recorded, evaluated, authorized, prioritized, planned, implemented, documented and reviewed in a controlled manner. Understanding the standards & architecture of Service Design simultaneously keeping any eye on the strategies around resource and constraint management as per the ITIL standards. Worked as Quality Analyst for team using Lean Methodology such as Monitoring of metrics, visual board implementation, dispatching, and segmentation which helped to remove wastages from system. Handled daily Client Meetings regarding SLA and Incident Management related issues. Responsible for entire User ID Management Process which included creation, deletion, verification and authorization.  Worked on BMC Remedy.

Key Deliverables: Responsible for providing technical support service to US based customers. Worked as a Floor Support & trainer for HP Process. Managing and executing the service requests for customers. Resolved issues on call by taking Remote Desktop of customer’s products. Responsible for maintaining service levels and providing floor walking support in for the team. Amongst the best performers on the floor month on month as per Customer Satisfaction.Notable Attainments: Was promoted through an IJP to work for IBM India Pvt Ltd on contract basic at their client location.  Was later moved onto payroll of IBM India Pvt Ltd.

Pune Area, India

Key Deliverables: Responsible for providing Customer Service support for Travel Services for Worldwide Customers of Travelocity.com. Floor walking and providing additional supervisor support.  Taking supervisor calls when required. Agent assists such as issuing refunds and waivers. Amongst the best performers on the floor month on month as per required service levels.Notable Attainments: I was among the top 3 revenue generators among Service Associates for Travelocity - Pune team on a regular basis. I was selected to be part of a team that provided feedback and suggestions that would assist in higher customer satisfaction and better revenue generation