CHAKRADHAR BURAGAPU

2016 - Till Date:

Manage the staff of the service desk, including motivating them, hiring, training, scheduling, termination, reviews, and overall performance evaluations and training.

Create and manage reports to upper level management about all aspects of IT Service Management including SLAs
Provide weekly status reports and performance report to stake holders
Develop key performance indicators (KPIs)
Plan work schedules for Service desk operations and assign staff to accomplish daily work by providing for variations in workload
Active involvement in employee development through training, coaching and performance management
Manages the overall Service Desk performance for the region of responsibility as well as the performance of individual Team Leads and Analysts
Monitors and measures the performance and results of IT Service Desk resources and provides direct and timely performance feedback
Provide superior communications to management, business partners and other stakeholders regarding IS performance
Drive continuous improvement into service desk processes through the identification and trending of key performance indicators (KPI)

Perform root cause analysis on SLA missed incidents and develop resolution plans.

Interact with business team to understand service level agreements and communicate the same to team members.

Taking part in yearly project renewals, budgeting & SOW preparation and validation.

2013-2016

Incident Management of high severity incidents & Outage management.
Initiate bridge calls, drive communication and teams to ensure uptime of infrastructure within service levels.
Co-ordinate with multiple teams to get the issue resolved within SLA. Exposure to ITIL framework. Handle client contacts & engage as & when required.
Work with right resources to resolve an issue & make sure the issue is resolved & users get updated.

2010-2013

Respond to requests in ServicenNow, Mail box, calls & chat and assist users in providing L1 support for the issues related to Hardware/software/Network and Infrastructure.
Monitoring the ServiceNow queue - ensuring no Response/Resolution SLA gets breached.
Awaiting Ticket Analysis & SLA Breach Analysis – report/action.
Keeping Track of incorrect ticket assignments to Level 3 team & Providing feedback to agents.
Creating knowledge base & updating troubleshooting checklist on new & challenging issues coordinating with Level 2 teams.
Having clear data points with respect to Challenging tickets & discuss about the same in weekly Client calls.
Handling Major Incidents by validating the request from end user and escalating the ticket to right team by following the procedure.
Getting support team members on the call, setting up the bridge call and staying on call until a checkpoint or conclusion, attaching SRT or Collaboration room notes to the incident record, sending hourly email updates, etc..
Handling Confidential Daily/Weekly/Monthly reports to client with respect to process KPI data/service report/performance.

Provided Technical support in troubleshooting Small business Networks.
Troubleshot Networking/ISP related queries of global customers which involved working in different time zones.
Provided remote solutions to problems, probed problems and explained the solution in such a way that non-technical users could easily understand. Provided support with Email address hosting on the ISP server
Supported & configured modem/routers and actively performed troubleshooting
Supported other members to improve resolution rate and worked in improving the First Call resolution of team.
Produced service performance and customer satisfaction reports