Amanraj Pardeshi
IT Service Desk
Pune
Summary
Dynamic Service Desk Analyst with a proven track record at Tata Consultancy Services, excelling in technical support and escalation management. Enhanced customer satisfaction through effective communication and reduced ticket resolution times. Skilled in system administration and fostering team collaboration, driving continuous improvement initiatives that boosted productivity and service efficiency.
Overview
9
9
years of professional experience
Work History
Service Desk Analyst
Tata Consultancy Services (TCS), Hinjewadi, Pune
02.2024 - Current
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Engaged in user support interactions via telephone, chat and email platforms.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Assisted in training new team members on service desk procedures, tools, and best practices.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Improved service desk efficiency by streamlining processes and implementing best practices.
Team Leader – Operations
Vsynergize Outsourcing Pvt. Ltd
09.2020 - 07.2022
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Supervised a team of 24+ associates, achieving 98% SLA adherence, and reducing escalation rates by 22% through proactive coaching and training.
- Spearheaded process improvement initiatives, identifying 3 or more Lean opportunities that enhanced productivity by 15%.
- Managed end-to-end performance reviews, resource planning, and succession planning, ensuring 100% role continuity.
Network Technician
GTT Communications
01.2019 - 01.2020
- Mentored junior team members, fostering professional growth and development within the department.
- Championed continuous improvement initiatives, resulting in more streamlined workflows and enhanced customer satisfaction levels.
- Increased first-contact resolution rates by implementing proactive measures such as self-help resources and detailed troubleshooting guides.
- Developed innovative strategies to address recurring issues more effectively, minimizing repeat contacts from customers.
Customer Service Associate
Innovation Retail Concepts Pvt. Ltd
08.2016 - 01.2018
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
- Reduced issue resolution time by streamlining communication between departments.
- Increased team productivity with effective communication and coordination of tasks.
Education
Bachelor of Science - Computer Science
DY Patil Pune University
Pune 04.2001 -
HSC - Science
NMV Jr, Colledge
Pune 04.2001 -
SSC - Science
BT Memorial School
Pune 04.2001 -
Skills
Technical support
Timeline
Service Desk Analyst
Tata Consultancy Services (TCS), Hinjewadi, Pune
02.2024 - Current
Team Leader – Operations
Vsynergize Outsourcing Pvt. Ltd
09.2020 - 07.2022
Network Technician
GTT Communications
01.2019 - 01.2020
Customer Service Associate
Innovation Retail Concepts Pvt. Ltd
08.2016 - 01.2018
Bachelor of Science - Computer Science
DY Patil Pune University
04.2001 -
HSC - Science
NMV Jr, Colledge
04.2001 -
SSC - Science
BT Memorial School
04.2001 -
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