Yash Y. Email & Phone Number

 Supervise service desk operations across multiple client accounts, ensuring exceptional technical support and high levels of customer satisfaction. Manage and prioritize requests, tailoring solutions to meet the unique needs and expectations of each client. Lead and mentor a team of service desk analysts, providing guidance on handling complex technical issues and maintaining high service standards. Conduct regular training sessions and performance reviews to enhance team skills and… Show more  Supervise service desk operations across multiple client accounts, ensuring exceptional technical support and high levels of customer satisfaction. Manage and prioritize requests, tailoring solutions to meet the unique needs and expectations of each client. Lead and mentor a team of service desk analysts, providing guidance on handling complex technical issues and maintaining high service standards. Conduct regular training sessions and performance reviews to enhance team skills and productivity. Utilize Mitel support center software and other tools to oversee ticket management, incident resolution, and overall service delivery. Ensure adherence to service level agreements (SLAs) and quality standards across all client accounts. Identify opportunities for process improvements to enhance operational efficiency and service quality. Implement strategies based on client feedback and performance metrics to optimize support workflows and reduce resolution times. Collaborate with cross-functional teams to resolve intricate issues and ensure seamless service delivery. Facilitate effective communication and coordination to address client concerns and drive continuous improvement. Maintain detailed documentation of client interactions, incidents, and resolutions. Prepare and present comprehensive reports on service desk performance, highlighting key metrics and areas for improvement to senior management. Effectively manage and resolve high-pressure situations, such as major incidents or outages, ensuring minimal disruption to client operations. Develop and execute contingency plans to handle emergencies and maintain service continuity. Monitor and analyze client feedback to ensure high levels of satisfaction. Address any issues or concerns promptly, implementing solutions that enhance the overall client experience. Show less

 Monitor server event logs, performance logs, growth of data on the network, and checking the status of nightly server backups Ensures compliance with uptime and performance standards and develop system and product benchmarking and monitoring Provide detailed project status reporting as directed by senior management Perform day-to-day maintenance and installation of server, network equipment, virtual machines, messaging, backups, and storage Work on moderately complex… Show more  Monitor server event logs, performance logs, growth of data on the network, and checking the status of nightly server backups Ensures compliance with uptime and performance standards and develop system and product benchmarking and monitoring Provide detailed project status reporting as directed by senior management Perform day-to-day maintenance and installation of server, network equipment, virtual machines, messaging, backups, and storage Work on moderately complex assignments, using judgment to resolve problems and make routine recommendations based on the solution Participate in on-call rotation to provide 24 X 7 production support Develop and maintain detailed maintenance and contingency plans and documentation for server infrastructure Show less

India

 Coordinated with users, supervisors, and cross-functional teams to ensure the timely completion of technical requests and incidents, while maintaining productivity and user satisfaction. Developed and managed an effective helpdesk process, including ticket creation, prioritization, and assignment, to ensure the efficient handling of user requests and issues. Monitored and analyzed helpdesk metrics, such as ticket volume, response time, and resolution rate, to identify trends and… Show more  Coordinated with users, supervisors, and cross-functional teams to ensure the timely completion of technical requests and incidents, while maintaining productivity and user satisfaction. Developed and managed an effective helpdesk process, including ticket creation, prioritization, and assignment, to ensure the efficient handling of user requests and issues. Monitored and analyzed helpdesk metrics, such as ticket volume, response time, and resolution rate, to identify trends and areas for improvement and inform strategic decision-making using Sysaid Ticketing Tool. Led and participated in cross-functional teams, including software developers and quality assurance analysts, to identify and prioritize technical issues and develop efficient solutions. Trained and mentored helpdesk team members on effective communication, problem-solving, and customer service techniques, resulting in improved individual and team performance. Show less

Mumbai, Maharashtra, India

 Successfully managed and resolved complex technical issues for teachers and students, demonstrating strong problem-solving and communication skills. Coordinated with cross-functional teams, including software developers and quality assurance analysts, to identify and prioritize technical issues and develop efficient solutions. Trained and guided teachers and students on how to troubleshoot technical issues, resulting in increased efficiency and reduced downtime. Conducted… Show more  Successfully managed and resolved complex technical issues for teachers and students, demonstrating strong problem-solving and communication skills. Coordinated with cross-functional teams, including software developers and quality assurance analysts, to identify and prioritize technical issues and develop efficient solutions. Trained and guided teachers and students on how to troubleshoot technical issues, resulting in increased efficiency and reduced downtime. Conducted regular performance reviews and provided ongoing feedback to team members, resulting in improved individual and team performance and increased employee engagement. Collaborated with leadership to develop and implement new support initiatives, such as a knowledge base and self-service tools, to enhance the user experience and drive retention. Demonstrated a commitment to continuous learning and professional development, regularly attending training sessions and seeking out opportunities to enhance my skills and knowledge. Show less

Mumbai, Maharashtra, India

 Managed and resolved complex customer inquiries and complaints for international customers of a banking firm, demonstrating strong problem-solving and communication skills. Collaborated with cross-functional teams to streamline customer support processes and improve customer satisfaction metrics. Monitored and analysed customer support metrics, including response time, resolution rate, and customer feedback, to identify areas for improvement and inform strategic decision-making.

Provide hardware and software support to clients, including troubleshooting, installation, configuration, and maintenance.Diagnose and resolve issues related to network infrastructure, such as connectivity, performance, and security.Develop and implement backup and disaster recovery plans to ensure system uptime and data protection.Collaborate with clients to identify their technology needs and make recommendations for hardware, software, and network… Show more Provide hardware and software support to clients, including troubleshooting, installation, configuration, and maintenance.Diagnose and resolve issues related to network infrastructure, such as connectivity, performance, and security.Develop and implement backup and disaster recovery plans to ensure system uptime and data protection.Collaborate with clients to identify their technology needs and make recommendations for hardware, software, and network upgrades.Create and maintain documentation related to system configurations, user manuals, and technical specifications.Ensure compliance with industry standards, policies, and procedures related to hardware, software, and network security.Manage software updates and patches, and maintain system logs and audit trails.Stay current with industry trends, emerging technologies, and best practices related to hardware, network, and software support. Show less

Bachelor Of Engineering - Be, Electrical And Electronics Engineering

Diploma In Computer Hardware Maintenance And Networking Technologies, Second Class

Diploma, Electrical, Electronics And Communications Engineering