Edwin D’Souza

Work History

VMware Software India Pvt. Ltd

Pune

02.2022 - 02.2024

Assisting colleagues on applications and computer issues
Working on Exchange Admin Center for creation of shared mailboxes, DL, Contacts and O365 mailboxes
Working on providing licenses to O365 applications through O365 admin center
Providing on call, chat, web tickets and email support to colleagues
Assisting team members with process related queries and publishing KB articles
Troubleshooting Mac and Windows machine with performance or network issues relating vpn and if requires assist colleagues with OS reset and configuring machines for colleagues
Assisting colleagues with Corporate Mobile application which includes Boxer, Teams, Zoom and Slack
Maintained high levels of customer satisfaction, even during peak times or high-volume ticket periods
Assisted in development of new features by providing valuable user feedback to product teams based on client interactions

BNY Mellon Technologies

Pune

04.2015 - 02.2022

Established open and professional relationships with team members which helped resolve issues and conflicts quickly
Referred unresolved customer grievances to designated departments for further investigation
Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently
Supporting manager to drive culture of Continuous Improvement – Sit-along and Problem solving
Mentoring bottom performers in team to improve performance
Troubleshooting MS Office issue, Outlook, Teams, O365 issues
Handled team of 15 team member as a Supervisor for 2.5 years, consisted of providing feedback on monthly basis, call monitoring, csat survey scrubbing, maintaining scorecards, providing trainings and process knowledge
Handling calls, chats, web tickets, email queries as per requirement and working in 24/7 work environments
Working on Blackberry UEM to manager devices, apps and mobile data security
Assisting users with VDS and citrix issues including allotment of memory and disk space as per user’s requirement

Compucom CSI India

Pune

05.2013 - 04.2015

Trained junior members of IT team regarding network security and troubleshooting of applications supported by the company
Directed onsite training for coworkers to maximize productivity
Monitored network performance and provided network performance statistical reports for both real-time and historical measurements
Provided on-call support for critical issues.

Mphasis

Pune

09.2011 - 05.2013

Managed call flow and responded to technical support needs of customers
Provided base level IT support to non-technical personnel within business
Identified and solved technical issues with variety of diagnostic tools
Managed customers' expectations and experience to high degree of customer
Answered telephone calls promptly and minimized delays that could lead to abandoned

EXL Services

Pune

04.2010 - 09.2011

Communicated clear expectations and goals to each team member
Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving issues.
Described product to customers and accurately explained details and care of merchandise
Handled all customer relations issues in gracious manner and in accordance with company policies.