Benny Solomon
Chennai
Summary
Experienced Service Desk Lead adept at overseeing technical support operations and ensuring optimal service delivery. Seeking a challenging role to leverage 11+ years of expertise in Customer service, team leadership, and problem resolution to drive efficiency and customer satisfaction.
Accomplished Quality Assurance Lead with abundant knowledge of industry practices, processes and quality management. Familiar with quality cost concepts and techniques coupled with passion for continuously improving revenue growth and operations through high-quality products.
Overview
18
18
years of professional experience
Work History
Quality Assurance Lead
LTI Mindtree
06.2024 - Current
- Responsible for evaluating verbal and nonverbal interactions between the client and the team by conducting audits, submitting reports, Preparing PowerPoints, scheduling meetings, creating templates, participating in governance activities, and engaging in continuous improvement
- Provide coaching and training session with individuals
- Call audit, ticket audit, hop count analysis, and DSAT evaluation are some of the primary tasks that have been handled to identify process gaps, agent enhancements, and potential article development
- Conduct Mock calls and prepare them to Hande Incidents by maintaining the quality standards
- Overseeing the Knowledge base, Create, Review and Publish the Articles in the ticketing tool
Service Desk Lead
Hexaware Technologies
04.2022 - 06.2024
- Worked as a Global Service Desk Manager with Hexaware Technologies
- Take full ownership of day-to-day Operation activities, issues and coordinate with the support teams to ensure closure of the same within the desired SLA
- Review CSAT feedback and ensure timely implementation of corrective actions
- Log and triage incidents
- Coordinate with resolver groups- vendors/carriers
- Troubleshoot the escalated incident/problem and refer/escalate (functional and hierarchical) to the right groups (Vendors/Level 3)
- Provide inputs to FAQ database / KR / contribute towards updating knowledge articles
- Contribution to continuous service improvement plans (CSI)
- Responsible to develop induction documents in consultation with relevant stakeholders for the project and ensure successful completion of an induction process for new joiners
Service Desk Lead
Hexaware Technologies
04.2020 - 12.2021
- Trained new service desk personnel on job functions, processes, and procedures.
- Implemented strategies to ensure continuous quality improvement across all service desk operations.
- Coordinated with vendors as required for resolution of complex technical problems.
Service Desk Lead
HCL Technologies Ltd.
01.2014 - 04.2020
- Worked as a (EUC Service Desk Lead) with HCL Technologies Ltd
- For Procter & Gamble Project
- Performing quality evaluations of End User Computing (EUC) services and designing programs for continuous service improvement
- Lead DOR (Daily Operational Review) call within HCL and WOR (Weekly Operational Review) call with the business Stakeholders explaining daily / weekly performance and issues of EUC tracks
- Coordinate with the technical teams and responsible for sharing timely updates with the business stakeholders from the time of incident occurrence until closure for Major Incidents
- Sharing required inputs to the technical towers for RCA preparation and producing the final RCA report to the key stakeholders
- Strategy planning, report analysis, process tailoring, and ensuring process adherence for EUC tracks
- Working closely on proactive and reactive problem management and documenting the same in KEDB (Known Error Database) to achieve the Key metrics
- Responsible for day-to-day activities such as conducting team huddles, reopen analysis, Backlog analysis/validation/mailers/DSAT Follow up
Incident & Problem Manager
Scope International
09.2013 - 11.2014
- Provided a strategic and operational single point of contact for handling and managing all outage events and critical incidents throughout the service restoration process
- Followed ITIL Guidelines for Incident Management which includes Detection, Recording, Classification, Initial Support, Prioritization, Investigation, Diagnosis, Resolution, Recovery, and Closure of the reported/monitored Incident
- Creating Service Alerts/change notifications (planned & unplanned) to communicate service outages/degradations to IT Leaders, the IT community, stakeholders and to impacted lines of business with relevant information including business/revenue impact, service status, and mitigation/resolution actions taken on opening, updating or on closure of a priority incident
- Prioritize incidents, problems, and requests by impact to business, revenue or SLAs defined in the Configuration Management Database (CMDB)
- Participating in Service Delivery Review (SDR) and Change Advisory Board (CAB) meetings
- Logging/Prioritization of all Requests for Change (RFCs) with all required information to an appropriate standard and presented during CAB and ECAB meetings through the ITIL Change Management process
Customer Support Executive
HTMT Global Solution
07.2006 - 12.2008
- Providing technical assistance to employees around the globe which includes:
- Remote based end-user support
- End to end Technical Desktop troubleshooting
- Active Directory – Level 2 support- Applying group permissions, object modifications, troubleshooting disk space, file permission issues, configuration, and maintenance of Windows operating systems
- MS Exchange – Level 2 support- Troubleshooting Exchange access issues, creation, movement, and deletion of mailboxes
- Complete technical Support in MS office package
- Support for Wi-Fi, VPN, Phone, and IPad issues
- Handling incident tickets within specified SLAs to achieve the FCR
- Remote Software installations on different locations
- Creation of VPN ID, assigning Hard/soft token, and administration of VPN user accounts
- Incident allocation to desk-side support if desk-side intervention is required
- Troubleshooting URL-based applications
Education
Bachelor of Commerce -
University of Madras
Chennai, IndiaSkills
- Access Management
- Floor Operations Management
- Resource Allocation Management
- Remote Desktop Support
- Customer Relationship
- Incident Management
- Vendor Management
- Quality Assurance
- Service Desk Management
- Continuous Improvement Plan
Timeline
Quality Assurance Lead
LTI Mindtree
06.2024 - Current
Service Desk Lead
Hexaware Technologies
04.2022 - 06.2024
Service Desk Lead
Hexaware Technologies
04.2020 - 12.2021
Service Desk Lead
HCL Technologies Ltd.
01.2014 - 04.2020
Incident & Problem Manager
Scope International
09.2013 - 11.2014
Customer Support Executive
HTMT Global Solution
07.2006 - 12.2008
Bachelor of Commerce -
University of Madras
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