PROFESSIONAL QUALIFICATIONS
Office Management from New Delhi YWCA.
SHORT TERM COURSES
Executive Assistant- Challenges Ahead
Time & Record Management
Organizational Experience
Presently working with P. C solutions since November 2000 to till date on different profiles at different locations. Profiles are IT Helpdesk Co-ordinator & Service Co-ordinatorTeam Leader.
Worked as Helpdesk co-ordinator on the following locations:-
Spectramind ( December 2000- Jan 2001)
Ranbaxy ( Jan 2001- July 2005)
Job Responsibilites
Log users calls and give them a ticket number.
Assigning severity level to each call as per service level agreements defined.
Assigning the calls to the engineers.
Escalate the calls to the next level of engineer and helpdesk manager if it exceeds beyond time limit of normal resolution time.
Collect feedback from the user after completion of call.
Reviewing pending calls and follow-ups.
Updating the users in case call is not closed.
Knowledge about AXP Directory, Tivoli Management (Citrix based application) & Art Client application.
File & data management
Maintaining all documentation related to material dispatch/ receipt.
Confirming arrangements for the scheduled meetings.
Answering queries/ providing information to IT department.
Vendor management with details like contact person, contact nos., escalation matrix, response time, resolution time, commitments etc.
Knowledge of SAP application module.
Generating Monthly, Weekly & Daily reports etc.
Worked as Service Co-ordinator Team Lead in the following locations
American Express( Mathura Road) ( July 2005 to Aug 2006)
Job Responsibilites
Worked as a Team leader under the IBM team leades, I gave my help to them for made the shift has run smoothly ( no escalation, assigned task complete in SLA which is defined by customer, response & resolution give on time).
All the activities, which is in scope of work close in frame time.
Well control on team.
Arrange Training for team.
Co-ordination with customers on mail call to take feedback about the call.
Worked as Service Co-ordinator/ Team Leader in American Express ( Hamilton House) from August 2006 to till date with IBM Global Services since August 06, at the office of American Express Bank Limited. Handling the all over India AMEX locations.
Job Responsibilites
Providing APAR Security notification of Microsoft, SUN, Linux, OS 400, Novell, and Fedora to all AMEX sites (All over India).
Servers AMCWARRANTY details updation
Review of RCA server failure
Monitoring & Review the MIS to ensure to deliver SLA.
Notify of any new vulunerabilities on operating system, Application as released from time to time from American Express Emergency Response that may cause a service disruption.
Patch deployment for OS, service Pack Upgrades and follow up till its closure
Worked as a Team leader under the IBM team leades, I gave my help to them for made the shift has run smoothly ( no escalation, assigned task complete in SLA which is defined by customer, response & resolution give on time).
Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.
All the activities, which is in scope of work close in frame time
Well control on team.
Regular team meetings
One to One with engineers on regular basis..
Presently am handling Shift Manager profile in CSC from June08 to till date
Job Responsibilites
Pending call review of all CSC site( Noida)
RCA of call category changed
Leave Plan update & approve his her leave according to the plan
Daily MIS Report
Weekly MIS Report
Weekly & Weekend Roster
Stock Update
Conduct Training session of new process and briefing
Monthly MIS Report
Consolidation of User Feedback
Team Attendance
Achievements of the month
Review the Performance appraisal of all team members.
Handling user& servicedesk end escalation and try to resolve on time
Leave record maintain of my Team
Maintain Engineer productivity report and review with one by one team member and prepare the consolidate report and submit to my next reporting manager
Provide Team rating of all team members of their monthly performance
September 1998-September 1999: Worked with Group 4 Securitias as Secretary to Branch Manager & Regional Director.
October 1999-October 2000: Worked with Modi Group of Companies as an Executive Assistant to MD.
Work Profile
Organizing the appointments, maintaining the minutes of the meetings and related follow ups.
Drafting letters, corporate communication and research/ marketing materials.
Making travel bookings (domestic and international), hotel bookings, passport, visa i. e. contacting with the traveling agencies for traveling purpose.
Screening and answering telephone calls, responding to queries at a basic level and taking messages.
PERSONAL INFORMATION
Nationality : Indian
Marital Status : Married