Aman Khare

I am currently supporting a Canadian client (McCain Foods) across multiple technologies, including AD, Exchange, SharePoint, Office 365, and Mobility. My work focuses on delivering comprehensive managed services that support messaging and collaborative workflow applications, such as secure mail communications, company instant messaging, and document sharing applications.

My team is also responsible for system administration and the management of a steady-state environment, which includes managing incidents, problems, and changes, as well as providing level two and level three technical support.

I & my team contributes to the development and implementation of various collaboration tools and services. This includes overseeing the migration and managed services for Office 365, AD, Azure AD, Mobility & ShPt helping organizations advance their digital transformation efforts and enabling users to work from anywhere, anytime, on any device.

Additionally, I oversee the operations and management of the Multi-Lingual service desk, ensuring it provides a single point of contact (SPOC) for all IT services accessed via phone, email, and web portal. My team is responsible for managing incidents and service requests, this includes logging, categorizing, prioritizing, and resolving incidents to restore normal service operations as quickly as possible.

I also manage the onboarding and offboarding of shared resources within the CZ BRNO Service Desk, ensuring the team is adequately staffed and trained to handle various support tasks, thereby maintaining the efficiency and effectiveness of the BRNO Service Desk, enhancing customer satisfaction, and driving continuous improvement in service delivery.

I & my team is accountable for achieving the telephony ASA, Abandon, CSAT, FCR, Patching compliance, Change & Ticket SLAs as stipulated in the contract.

• Provided virtualization service delivery for multiple clients, including KPMG, CCEP, CLECO, ATCO, INPEX, Selfridges, BOA, Capita TVL, WPP, UKPN, and HCOB, across various geographies in Citrix on-prem, Citrix Cloud, and AVD environments

Key Skills Used:

• Project Leadership: Successfully led projects, including client transitions to Citrix Cloud and AVD deployments.
• Automation: Implemented automation initiatives to increase efficiency and reduce manual intervention.
• Incident Management: Proactively managed incidents to reduce downtime and improve service reliability.
• Client Relationship Management: Enhanced client satisfaction through improved service delivery and support processes.
• Technical Support: Provided high-level technical support and troubleshooting for complex virtualization issues.
• Team Leadership: Led and managed a team of professionals to deliver exceptional service to clients.

Achievements:

• Successfully transitioned multiple clients to Citrix Cloud, improving scalability and reducing operational costs.
• Implemented automation initiatives that increased efficiency by 30%, reducing manual intervention and error rates.
• Led a project that reduced downtime by 25% through proactive monitoring and incident management.
• Enhanced client satisfaction scores by 20% through improved service delivery and support processes.
• Spearheaded the deployment of AVD environments, enabling remote work capabilities for over 10,000 users.

• Managed service desk, incident management, and NOC support delivery across multiple accounts, overseeing a team of 300 employees for clients such as KPMG, Luminor Bank, Wood Group, TVG, Archer, Hertz NOC, EMEA Pooled Accounts
• Worked as a SIP manager for CEMEC account (Stretch Assignment)
• Collaborated with cross-functional teams to ensure timely completion of projects and customer satisfaction.
• Facilitated knowledge sharing sessions among team members to leverage their collective expertise in driving better service outcomes for clients.
• Championed the adoption of new technologies to improve service delivery capabilities and increase operational efficiency.
• Optimized resource allocation across multiple projects to maximize productivity while minimizing costs.
• Regularly reviewed team performance metrics and conducted gap analysis to identify areas for improvement, coaching opportunities, or training needs.
• Developed and implemented key performance indicators to monitor progress and drive continuous improvement in service delivery processes.
• Managed client escalations effectively, resulting in quicker resolution times and improved customer satisfaction ratings.
• Created a culture of accountability within the team by setting performance targets, monitoring progress, and providing regular feedback on results achieved.
• Enhanced service delivery efficiency by implementing process improvements and streamlining workflows.
• Reduced client complaints by proactively identifying potential issues and addressing them promptly.
• Introduced cost control measures that resulted in significant savings without compromising quality or negatively impacting client relationships.
• Improved team performance by providing coaching, feedback, and setting clear expectations for service delivery goals.
• Conducted regular reviews of operations and identified areas for improvement.

• Led a team of over 250 professionals from the service desk, critical incident, event management, CSAT, escalation, and quality teams to support A.P. Møller – Mærsk (APMM) from Maidenhead (Client Location) UK, one of the largest shipping, supply chain and logistics companies HQ in Denmark.
• I was placed as an onsite customer focal on an assignment
  to support users across APAC, EMEA, NAM, LAM, and MEA regions. My role involved ensuring smooth operations and high-quality service delivery for the client and convert red SLAs into green.
• Oversaw implementation of chatbot that provided instant answers to common customer queries, reducing wait times.
• Established cross-functional teams for improved communication between departments and better customer experiences.
• Streamlined internal processes for more efficient issue resolution, reducing overall case volume while maintaining high-quality service levels.
• Reduced response time to customer inquiries by optimizing support channels.
• Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
• Implemented data-driven strategies to identify areas needing improvement in the customer journey.
• Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
• Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
• Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
• Championed customer-centric culture within company, leading by example and rewarding exceptional customer service behaviors.
• Analyzed customer feedback data to identify trends and areas for improvement.
• Implemented tiered support system that efficiently directed complex customer issues to specialized teams, improving resolution times.
• Streamlined customer service processes, leading to more efficient resolution of inquiries and complaints.

• Delivered support in service desk operations, application support, and automation initiatives for clients such as Etihad Airways, Air Seychelles, Equate Petrochemicals, and Citibank, Jet airways, DBS Bank, MAFIL, Marico, Welspun & MITS
• Presented regular updates to senior leadership on program status, achievements, risks and mitigation strategies.
• Established performance metrics to track progress against goals, enabling proactive adjustments as needed.
• Improved business program efficiency by streamlining processes and implementing automation tools.
• Optimized resource allocation by prioritizing tasks based on impact, resulting in improved project performance.
• Implemented Agile Mythologies
• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
• Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
• Reduced operational risks while organizing data to forecast performance trends.

• Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
• Implemented and developed operational standards, policies and procedures.
• Reduced costs, optimized resource allocation, and improved efficiency in managing projects.
• Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
• Utilized data-driven insights to make informed decisions that resulted in higher returns on investments.
• Executed appropriate staffing and budgetary plans to align with business forecasts.

• Provided support to clients from Airtel Data Centre, including Bharti Airtel, Airtel Africa, and Bharti Infratel, across telephony, email, self-service, CTS 1.5, incident management, and ID management desks, managing a team of 118 professionals to cater 150,000 user base
• Reduced employee turnover through effective communication, regular feedback, and promoting a positive work environment.
• Adapted quickly to changing industry trends, proactively identifying challenges, opportunities, and solutions for maintaining business success.
• Supported the implementation of new technologies, resulting in increased efficiency and cost savings.
• Increased profitability by optimizing resource allocation and reducing operational costs.
• Mentored junior staff members, fostering professional development and career growth opportunities within the company.
• Created detailed project plans to guide teams towards successful completion of complex assignments on time and within budget constraints.
• Conducted regular performance reviews to identify areas for improvement and provide constructive feedback.

• Led a team of over 70 centralized voice telephony and self-service helpdesk professionals, along with 15 Incident Management and 12 CTS L1.5 staff, providing support to a user base of over 120,000 end users and associates for Bharti Airtel, operating from the Airtel Data Centre.
• Collaborated with cross-functional teams to drive business growth and achieve corporate objectives.
• Identified areas for improvement within the department, implementing strategic initiatives to address gaps in performance or resources.
• Improved team efficiency by streamlining processes and implementing innovative management strategies.
• Created and maintained a strong team culture that promoted high levels of collaboration, employee satisfaction, and overall performance.
• Liaised with team members, stakeholders and vendors to coordinate activities, provisioning, environment setup, risk mitigation and follow-up.

• Led a team of over 70 centralized voice telephony and self-service helpdesk professionals, providing support to a user base of 100,000 end users and associates for Bharti Airtel, operating from the Airtel Data Centre.
• Evaluated operational metrics regularly to identify areas for improvement and implement corrective actions accordingly.
• Managed daily staff scheduling, ensuring optimal coverage during peak hours while minimizing labor costs.
• Improved customer satisfaction rates by closely monitoring service quality and addressing issues promptly.
• Handled escalated customer complaints effectively by resolving issues while maintaining strong client relationships throughout the process.
• Conducted regular audits of departmental procedures to ensure adherence to established guidelines, reducing instances of noncompliance.
• Assisted in the transition of voice telephony software from AVAYA to Nortel Softphone and the IT Service Management system from Maximo to SCCD 7.5.
• Tracked trends and suggested enhancements to both challenge and refine company's product offerings.

• Performed call, email & ticket audits.
• Participated in coaching & feedback sessions across the account (450+ L1s) to drive quality performance
• Gathered and analyzed customer feedback to identify areas for improvement.
• Analyzed root causes of recurring issues, implementing preventive measures to reduce future occurrences.
• Conducted periodic audits to ensure compliance with industry standards and regulatory requirements.
• Led a team of Quality Analysts, fostering a collaborative environment that encouraged continuous improvement and skill development.
• Performed internal audits to maintain operating procedure and regulatory standards compliance.
• Drove NPS & CSAT positive performance delivery at enterprize level
• Data Analysis on VOC with recommendations & implementation of solutions

• Installed, configured and maintained computer systems and network connections.
• Managed high levels of call flow and responded to technical support needs.
• Used ticketing systems to manage and process support actions and requests.
• Improved customer satisfaction by providing exceptional technical support and troubleshooting assistance.
• Developed comprehensive documentation for technical procedures, enhancing knowledge transfer among team members.
• Collaborated with cross-functional teams to develop and implement innovative technical solutions.