Hi, I’m
Ajay Joshi
Dombivli
Summary
Organized IT Service Delivery Specialist with 14.7 years of industry experience. Good customer service with end user support, communication and prioritization skills. Excellent history of maintaining efficient schedules and operating with zero incidents.
Overview
18
years of professional experience
Work History
Gulf Marine
IT Service Delivery Specialist
02.2024 - Current
Job overview
- Handling user requests related to all IT aspects, providing daily helpdesk support for end-users' technical issues and troubleshooting
- Maintaining and supporting system maintenance for Windows servers and network administration
- Leading end-to-end incident management/configuration management functions for various clients
- Front-leading the conceptualization of ITIL Service Management Processes and setting up ticketing management system for incidents, configuration, service request, problems & change requests by implementing a full life cycle on Service Level Management and Reporting
- Facilitating delivery on agreed KPI like SLA and working with service operations & service management functions in the organization; ensuring Service Level and Contract Reporting, including providing customer with a Balanced Scorecard, Key Measures, KPI Summary Report & weekly KPI Reports and other required or requested reports
- Working with geographically & culturally diverse Project Teams and representing the Incident Management /Configuration Management Team for seamless delivery of day-to-day operations
- Managing procurement of IT hardware, software, and technical services with vendors
- Participating in ad-hoc projects and tasks as assigned.
Crane Worldwide Logistics (India) Pvt. Ltd.
Helpdesk Support Specialist
09.2021 - 01.2024
Job overview
- Provide first-level contact via phone, email, or web chat and resolve client issues related to computer systems, software, and hardware
- Escalate unresolved queries to next-level support and track, route, and redirect problems to correct resources
- Conduct training sessions for computer users and maintain daily performance of computer systems
- Troubleshoot technical problems with LAN, WAN, and other systems; install, modify, and repair computer hardware and software
- Develop a knowledge base for help desk procedures, products, and services
- Manage asset administration and support flexibility for on-call rotation.
Advanz Pharma Service (India) Pvt. Ltd.
Senior Executive - IT Service Desk
08.2010 - 09.2021
Job overview
- Manage operational activities ensuring clients receive effective and timely resolution of issues in compliance with SLA requirements
- Lead SLA Management, Ticket Monitoring, and Status Reporting, prioritizing tickets across clients to ensure timely resolution
- Participate in resource management meetings to identify resource requirements and ensure optimal productivity
- Provide L1 support to global users via Remote Desktop Applications Team Viewer or MS Teams
- Communicate service performance levels to stakeholders and act as a key point of contact for Service Desk matters
- Coordinate with POLYCOM vendor for issues related to Polycom extensions and provide IT induction to new joiners.
Comsoft Mediatec Enterprises
IT & ERP Executive
06.2009 - 08.2010
Job overview
- Played a key role in the implementation of ORION ERP application
- Deployed to Vapi for 6 months for the implementation project on ORION ERP application at Industrial Boilers Ltd.
Perfunova International Ltd.
Assistant Manager IT
01.2008 - 05.2009
Job overview
- Led end-to-end IT infrastructure operations, working cross-functionally with various departments to define project requirements and timelines
- Successfully implemented ORION ERP application across the company
- Installed remote application (GO-Global) nationwide to access ERP server located at the Head Office.
S.K International
Customer Support Engineer
04.2006 - 01.2008
Education
Sikkim Manipal University
B.Sc.-IT from Information Technology
05.2009
Radio Electronic Institute (Govt. Recg.)
Diploma from Electronics
05.1999
Skills
- Global End User Support
- Technical Support
- IT Helpdesk
- L1 Support
- SAP-MDM
- Service Desk Management
- Remote Desktop Support
- IT Service Management
- IT Helpdesk Support
- IT Service Delivery
- End User Support
- Office 365 Configuration & Troubleshooting
Languages
English
Hindi
Marathi
Locationpreference
- Mumbai
- Pune
Contact
ajayjoshi1981@gmail.com, +91 9920421236, Ajay
Personal Information
Date of Birth: 02/14/81
Playing Carrom, Cricket, Reading books and spending time with family and visiting places to explore.
During my free time on weekends I play a carom with my Dad and also spend time with my family. Many times we go out to watch movies and dinners. Also I like visiting various places in town side to explore.
Timeline
IT Service Delivery Specialist
Gulf Marine
02.2024 - Current
Helpdesk Support Specialist
Crane Worldwide Logistics (India) Pvt. Ltd.
09.2021 - 01.2024
Senior Executive - IT Service Desk
Advanz Pharma Service (India) Pvt. Ltd.
08.2010 - 09.2021
IT & ERP Executive
Comsoft Mediatec Enterprises
06.2009 - 08.2010
Assistant Manager IT
Perfunova International Ltd.
01.2008 - 05.2009
Customer Support Engineer
S.K International
04.2006 - 01.2008
Sikkim Manipal University
B.Sc.-IT from Information Technology
Radio Electronic Institute (Govt. Recg.)
Diploma from Electronics
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