Arun Waghe

Client Sites Supported: 1. ACNielsen ORG-MARG, Pvt. Ltd. (Mumbai)

2. HSBC Invest Direct (India) Ltd. (Mumbai)

3. HSBC Securities and Capital Markets (India) Pvt. Ltd. (Mumbai)

4. HSBC Asset Management (India) Pvt. Ltd. (Mumbai)

Responsibilities:

• Leading a regional End User Computing support team (team size: 6) to deliver value to customers.
• Mentor the team on ITSM to achieve higher accuracy in support aspects.
• Streamline the support process and prepare and maintain related documentation.
• Educate the team on the importance of process-oriented work, and drive process implementation and enhancements.
• Represent HSBC end users and coordinate with HSBC global support teams on service enhancement projects.
• Vendor services management with respect to IT assets and accessory orders and planning.
• 'IT Asset Management' - managing the complete life cycle of IT assets.
• Analyze the day-to-day ServiceNow incident queue to make sure every new ticket has been assigned to the right team.
• Accountable for a successful productive Day 1 for new hires, and any escalation in that regard.
• Participate in evaluating existing team members' performance and plan for training accordingly.
• Handle Priority 1 incidents as needed.
• Continuously improve the collaborative efforts between the Global Helpdesk and regional support teams.

Developed service process documentation for various functions within Enterprise Services - IT.

• Managed server data backup operations to ensure quality support during data centre incidents.
• Executed projects involving server upgrades, consolidation, and decommissioning for internal business units.
• Configured and troubleshot desktop, laptop, BlackBerry, and trading applications.
• Maintained inventory of hardware, software, and licenses.
• Oversaw complete life cycle of IT assets from installation to e-waste disposal.

Served as point of contact for VIP customer support, incident escalations, and high-priority recovery.

Coordinated asset procurement to optimize lifecycle management of IT assets until disposal.

Facilitated new network implementation to enhance operational capabilities.

Provided comprehensive desktop, laptop, printer, and network support at Kendriya Vidyalaya, Powai.

Assisted in deployment processes to enhance technical efficiency.

Implemented and maintained educational computer labs to foster effective learning environments.

• Provided technical support for desktops, laptops, printers, and networks across multiple client sites.
• Assisted in deployment of systems to enhance operational efficiency.
• Supported educational computer labs at Kendriya Vidyalayas in Colaba, Bhandup, and Malad.
• Delivered prompt troubleshooting and maintenance services to ensure optimal performance.