Bijaya Panda
Pune,MH
Summary
Exceptional Operations Manager focused on successful team building, cost-cutting and operational improvements. Determined to cut costs without impacting quality of products and services. Reliable team player committed to building high-performing teams. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
12
12
years of professional experience
3
3
Languages
Work History
Operations Manager Service Desk
Tech Mahindra
9 2023 - Current
- Transitioning new accounts, Designing SOW, SD Consultant, Managing Risk, and profitability.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Developed and implemented strategies to maximize customer satisfaction.
Business System Manager
Compucom CSI India Pvt Ltd
11.2020 - 09.2023
- Transitioning new accounts, Designing SOW, Participating in RFI and RFP stages, Designing ITSM tool workflows, Designing configurations for SLAs and KPIs, Aligning knowledge articles for chatbots and self-resolution, Managing analytics and automation, Utilizing Power BI, Consulting and Service Delivery, People and Operations Management, Financial Management.
Team Lead
Compucom CSI India Pvt Ltd
12.2017 - 11.2020
- Delivering SLA and KPI, Preparing Monthly Roster, Monitoring floor support activity, Leading and developing the team, Preparing and updating knowledge articles, Handling client escalation and resolution process, Monitoring and Managing Open tasks, Managing quality audits, Preparing a Coaching plan, Analyzing KPIs, Attending meetings/calls with clients.
Desktop Support Engineer
Compucom CSI India Pvt Ltd
06.2015 - 12.2017
- Managing user's account in Active Directory, Intel Network Communication Support, Providing customer service via Chat, Email, Phone, and Ticketing tools, Handling queries raised by end-users, customers, and external vendor, VPN support, Managing Antivirus Admin Console, Looking after Desktops, Tablets, and Digital display remote support, MDM Support.
Application Support Engineer
Thinking Hut IT solution
10.2014 - 06.2015
- Managing the overall administration of servers, Configuring DNS, DHCP, ADS, WDS, and Antivirus server environment, Designing a backup strategy, Providing customer service via Email, Phone, and Ticketing tools, Handling queries raised by end-users, customers, and external vendors, Involved in the Business process, Looking after Desktops, Tablets, and Digital display remote support.
Technical Support Engineer
GENIE CMS PVT LTD
08.2012 - 06.2014
- Analyzing Global Client Dispatches, Providing 1st & 2nd Level Technical Support, Microsoft Outlook configuration, Maintaining PC and laptop assets, Installation & Configuration of Network printers & Scanner, Managing DNS, DHCP & Active Directory.
Education
B. Tech in Electronic -
BPUT, Odisha
Diploma In ETC - undefined
SMIT, S.C.T.E&VT Odisha
H.S.C - undefined
BSE Odisha
Skills
Operations Manager IT Service Desk
ITIL Foundation Certified
Transition Management
SD Operations
ITSM tool design and automation
Exceptional telephonic etiquette
Expert in SD operations, Knowledge management, and Network/Desktop troubleshooting
Interpersonal Skill
Positive attitude and energy
Problem-solving/Creativity
Teamwork skills
Adaptability and flexibility
Problem-Solving
Operations Management
Performance monitoring
Customer Service
Data Analysis
Personal Information
- Date of Birth: 05/15/87
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Disclaimer
I hereby declare that the above-mentioned particulars are true and genuine to the best of my knowledge and belief.
Timeline
Business System Manager
Compucom CSI India Pvt Ltd
11.2020 - 09.2023
Team Lead
Compucom CSI India Pvt Ltd
12.2017 - 11.2020
Desktop Support Engineer
Compucom CSI India Pvt Ltd
06.2015 - 12.2017
Application Support Engineer
Thinking Hut IT solution
10.2014 - 06.2015
Technical Support Engineer
GENIE CMS PVT LTD
08.2012 - 06.2014
Operations Manager Service Desk
Tech Mahindra
9 2023 - Current
B. Tech in Electronic -
BPUT, Odisha
Diploma In ETC - undefined
SMIT, S.C.T.E&VT Odisha
H.S.C - undefined
BSE Odisha