Yunus Batcha Email & Phone Number

Mumbai, Mh, In

Mumbai, Maharashtra, India

Mumbai Area, India

• As a Team Lead, a Single Point of Contact for all employees and external teams in the Tier 1 Support Group of Nomura from their Captive Service Delivery Center in Mumbai • Create, maintain and enforce all processes and procedures for the Global Service Desk group • Handling RSA Token and administration and assist Global Operation Center in internal and customer audits • Building ServiceNow knowledge base articles and report gaps in processes • Provide ideas for the development of automation tools which enhances the capability of the Global Service Desk Teams• Manage Incident Management process to ensure restoration of service and minimize the impact of incidents in adherence with global and local requirements• Coordinate and manage the Incident Management process activities across all teams to meet SLA• Managing spam emails activities for White listing and Blacklisting • Detecting problems with the Software, Analyzing issues and resolving them in quick turnaround time. • Proactively handling issues for priority incidents for priority incidents and ensuring resolution in timely manner for Desktop Support across regions• Participate on calls/meetings with customers/vendors/internal teams on weekly/monthly/quarterly basis • Identify challenges in current business processes and work with managers across regions • Document gaps in business processes and come up with solutions to eliminate them Environment:• Operating Environments/Systems: Windows XP/ Win 7/Win 8/ Win 10/ Mac • Software: Microsoft Office 2010 Tools, Service Now, Confluence, Exchange, ADSL Router, Atlas, MobileIron, Citrix, Symphony, Proofpoint and RSA.

Mumbai Area, India

• Worked for AT&T one of the largest ISP in US and was responsible for providing 24/7 technical support. • Involves updating customers on latest information about products or services. • Provide end user support with all network and operating system issues regarding their ISP, WAN as well as hosting solutions. • Monitoring and prioritizing client calls logged and ensuring customers Service Level Agreements are maintained.

Mumbai Area, India

• Worked for a well-known US based B2B telecom process. • Responsible for creating Study Documents and Priority Reports for the associates on the floor. • Conducting Crew Briefs and Presentations for the team. • Providing pre-sales and post-sales technical support for products like cell phones, wireless cards, notebooks etc.

Mumbai Area, India

• Installed and maintained the networks both wired and wireless networks. • Performing initial diagnosis and trouble isolation. • Troubleshooting of network problems - Made physical changes to routers, switches. • Extensive knowledge of industry hardware to meet client requirements and ability to work quickly using all available technical resources.

Mumbai Area, India

• Identify, diagnose and resolve technical problems. • Providing extensive solutions for issues related to Win XP, Virtual Private Networks, MS outlook 2003 and data warehousing applications. • Responsible for conducting Group discussions and surveys for improvement in course ware and study methodology. • Responsible for creating Study Documents and Priority Reports for the associates on the floor to meet quality standards and corporate requirements. • Expertise in around 800 web based applications of NCR Corporation.

Bachelor Of Arts - Ba, Economics

Hsc, Liberal Arts And Sciences/Liberal Studies

Ssc, Human Resources Management/Personnel Administration, General