AJAY JOSHI
Working As A IT Service Delivery Specialist In Gulf Oil Marine.
Dombivli
Summary
Dynamic IT Service Delivery Specialist with over 15 years of experience in Global End User Support, Technical Support, and IT Helpdesk operations. Expertise in managing IT Service Desk functions, fostering strong client relationships, and delivering insightful operational reporting ensures prompt resolutions through effective oversight of Ticketing Systems and Incident Management. Proven track record in leading root-cause analysis initiatives to mitigate technical challenges highlights a commitment to excellence. Focused on prioritizing client needs and driving high compliance scores through a steadfast customer-centric approach.
Overview
16
16
years of professional experience
1
1
Language
Work History
IT Service Delivery Specialist
Gulf Marine
02.2024 - Current
- Handling user requests related to all IT aspects, providing daily helpdesk support for end-users' raising technical issues, and troubleshooting.
- Maintaining and supporting system maintenance for Windows based laptops/printers with troubleshooting and administration.
- Leading end-to-end incident management and configuration management functions for various clients.
- Front-leading the conceptualization of ITIL Service Management Processes and setting up a ticketing management system for incidents, configuration, service requests, problems, and change requests by implementing a full life cycle on Service Level Management and Reporting.
- Facilitating delivery on agreed KPIs, such as SLAs, and working with service operations and service management functions in the organization, along with weekly reports and other required or requested reports.
- Working with geographically and culturally diverse project teams, and representing the Incident Management team for seamless delivery of day-to-day operations.
- Managing the procurement of IT hardware, software, and technical services from vendors.
- Participating in ad-hoc projects and tasks as assigned.
Helpdesk Support Specialist
Crane Worldwide Logistics (India) Pvt. Ltd., Mumbai
09.2021 - 01.2024
- Provide first-level contact via phone, email, or web chat, and convey resolution to client issues related to computer systems, software, and hardware.
- Properly escalate unresolved queries to the next level of support.
- Track, route, and redirect problems to the correct resources.
- Write and perform training sessions for computer users.
- Maintain the daily performance of computer systems.
- Ability to troubleshoot by asking the correct questions to determine the nature of the problem.
- Walk the client through the problem-solving process.
- Ability to work with customers face-to-face.
- Install, modify, and repair computer hardware and software.
- Run diagnostic programs and general cleanup maintenance to resolve problems.
- General resolution to technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
- Preserve and grow knowledge of help desk procedures, products, and services by building and maintaining a 'Knowledge Base' that can be used for both Help Desk and client self-help.
- Install computer peripherals for users.
- Follow up with clients, provide feedback, and see problems through to resolution.
- Gain feedback from clients about computer usage.
- The ability to identify and implement solutions to reduce recurring problems.
- Asset Management Administration.
- Support flexibility for on-call rotation.
Senior Executive – IT Service Desk
Advanz Pharma Service (India) Pvt. Ltd., Mumbai
08.2010 - 09.2021
- Managing all operational and daily activities of assigned resources to ensure clients receive effective and timely resolution of all issues, in compliance with the Service Level Agreement requirements defined in the client contract, and based on established company objectives.
- Leading SLA management, ticket monitoring, and status reporting at the start of day risk calls with business units; managed the daily volume of tickets generated from each client; prioritized tickets across all clients to ensure timely resolution of issues with the highest impact on clients.
- Participating in resource management meetings on a weekly basis to identify resource requirements across the department, and to ensure optimal productivity levels are achieved by all technical resources each week.
- Creating a new joiner's folder on RICOH multi-functional printers for any documents scanned by users that get saved automatically in the RICOH Scans folder.
- Providing L1 support to global users through remote desktop applications, TeamViewer, or via MS Teams across the company.
- Communicating service performance levels to key stakeholders, including the Project Executives, Operations Manager, and Interface Manager.
- Acted as the key point of contact for all matters related to the Service Desk, including the implementation of Service Desk strategy and initiatives, client and/or account team escalations, Service Desk reporting, Service Desk productivity, and Service Desk hours of coverage.
- Coordinating with the POLYCOM vendor for any issues related to the Polycom extension or AUTH code not working while dialing international calls.
- Providing training on the Meet Me Conference Bridge (in-house conferencing service) and IT induction to new joiners.
- Maintaining the monthly team roster, sending downtime emails for any services that are down or scheduled for downtime on future dates.
Education
Bachelor of Science - Information Technology
Sikkim Manipal University D.E.
Mumbai 04.2001 -
High School Diploma -
Radio Electronic Institute Govt. Recognised.
Dombivli, Maharashtra 04.2001 -
Completed SSC - SSC
Sister Nivedita English School
Dombivli 04.2001 -
Skills
IT service support
IT Helpdesk Support & Operations
Technical IT Support
M365 Configuration & Troubleshooting
Global IT End User Support
Troubleshooting
Mentoring & Guiding
Team Player
M365
Microsoft OneDrive
Microsoft SharePoint
MS Teams
Team Viewer
Problem-Solving
Positive Attitude
Windows installation and troubleshooting
Desktop and laptop support
Configuration of Mailbox, Exchange Admin Centre, Azure Admin Centre, MFA, SharePoint, OneDrive Configuration
Resolving Word & Excel Issues, SharePoint Files Syncing Issues, Laptop imaging via Microsoft Intune
POLYCOM Desk Phone Configuration, New employee IT Equipments procurement & setup
Installation and configuration of Windows 11 Operating System
Remote Support to Global users via Team Viewer or MS Teams
Configuration of Mails on iPhone for Users
Creating new users in AD and adding into Group Policies and members group
Creating of user & shared mailboxes in Exchange admin Centre and providing access to it and creation of DL List & adding users in it
Global End User Support over phone, email, MS Teams or request in person
Timeline
IT Service Delivery Specialist
Gulf Marine
02.2024 - Current
Helpdesk Support Specialist
Crane Worldwide Logistics (India) Pvt. Ltd., Mumbai
09.2021 - 01.2024
Senior Executive – IT Service Desk
Advanz Pharma Service (India) Pvt. Ltd., Mumbai
08.2010 - 09.2021
Bachelor of Science - Information Technology
Sikkim Manipal University D.E.
04.2001 -
High School Diploma -
Radio Electronic Institute Govt. Recognised.
04.2001 -
Completed SSC - SSC
Sister Nivedita English School
04.2001 -
Career Timeline
- 2010 - 2021: Advanz Pharma Services (India) Pvt. Ltd.
- 2021 - 2024: Crane Worldwide Logistics
- Since 2024: Gulf Oil Marine
Hobbies & Interest
I like playing indoor games like Carrom, Snooker, Pool. Outdoor game like playing Cricket. Interest in hanging out with friends, reading books, novels and watching suspense Hindi/English web series.