Elson Martis
Bangalore
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
8
8
years of professional experience
3
3
Languages
Work History
Team Lead/Manager
Mindtree Ltd.
01.2021 - Current
- As a Team Lead, I manage the team, by catering to the needs of the team members
- Have acted as a single point of contact to the team members for technical support
- Validating the quality of service delivered by team members by conducting voice call audits & providing regular feedback
- Responsible to audit tickets, Track the backlogs, have periodic review on open/aging tickets with other IT support teams
- Setup G&O for every team member to accomplish the team’s KPIs and perform quarterly review for team members
- Drive the induction/KT for new joiners joining the GSD team
- I am the first point of contact for escalation and manage them end to end
- Knowledge of Help Desk KPIs, Priorities and SLA and their reporting
- Reviewing service models and contributing to process improvement initiatives
- Identify and report process changes
- Have experience with migration activities including ServiceNow migration with the client
- Have been part of the interview panels to technically evaluate candidates
- Mentor, coach and groom teams members to grow
- Drives the team’s learning and innovation index goals
- Delegating, assigning, and reviewing tasks given to team members for accuracy
- Performance Management and development plans
- Manage attrition and absenteeism.
Senior Engineer
Mindtree Ltd.
11.2019 - 12.2021
- Worked on creating and disabling user accounts on Active directory
- Experience on Exchange admin portal to assign MS Office licenses based on user types
- Experience with creating UNIX accounts and projects
- Creation of JIRA, Bitbucket and Artifactory projects for the client
- Creating SOP/KB articles by identifying process gaps
- Providing admin rights to users on personal PC’s and RDP access on LAB machines
- Mentoring the new joiners in the team on process knowledge and helping them to start off on tickets
- Good knowledge of Print Services, TCP/IP and Network connectivity
- Perform second level of support including technical advice/troubleshooting in Microsoft Operating systems for desktop and laptops, MS Office applications including Outlook, Microsoft Active Directory User Management, Intune, MFA, etc.
Service desk analyst
British Telecom E-serv Ltd
11.2018 - 06.2019
- Supporting the internal IT services for British Telecom employees in the USA and UK
- Managing customer support cases on a daily basis, including verifying cases, isolating and diagnosing the problem, and resolving the issue on inbound calls
- Troubleshoot areas of poor performance and identifying effective solutions to resolve issues both in the immediate future and for the longer term
- Analysis of exceptions and logs to isolate root cause and help in products usability and improve end-user experience
- Ensuring that knowledge management processes are adhered to and processes are followed while documenting cases
- Approaching complex technical issues with varying perceptions and making use of opportunities to create and implement productivity tools
- Ensuring all issues are resolved or escalated to the proper second level or higher level support teams to resolve in a timely fashion
- Continuously enhancing knowledge through trainings and e-learning courses
- Coordinate with Quality Assurance and Engineering teams to provide assistance in identifying, reporting and resolving product defects.
Technical Support Engineer and technical solutions representative
DXC Technologies
2 2016 - 10.2018
- Supporting the IT services for Philips account in the USA and UK for calls and Global support on chats
- Working on various Ticketing tools like HP Service Manager (HPSM) 7 and ServiceNow
- Managing customer support cases on a daily basis, including verifying cases, isolating and diagnosing the problem, and resolving the issue on inbound calls
- Troubleshoot areas of poor performance and identifying effective solutions to resolve issues both in the immediate future and for the longer term
- Analysis of exceptions and logs to isolate root cause and help in products usability and improve end-user experience
- Ensuring that knowledge management processes are adhered to and processes are followed while documenting cases.
Education
Bachelor of Engineering - Electronics And Communications Engineering
Visveswaraya Technological University
Chikmagalūr, India 04.2001 -
Skills
Operations Management
Accomplishments
- Won C.B.S.E football tournament playing for the CBSE under 19 team.
- Played as a captain in inter school football tournament.
- Participated in C.B.S.E south zone athletic meet.
Personal Information
- Date of Birth: 08/18/90
- Gender: Male
Projects
Intelligent Vehicle Speed Adaptation using ZigBee, A system to automatically reduce the speed of vehicles near school or hospital zones to prevent accidents. A ZigBee transceiver is used to transmit and receive signals to and from vehicles.
Training
Adaptive Cruise Control Devices, Gave a seminar on the topic of “Adaptive Cruise Control Devices” in modern vehicles. Automated braking is applied to a vehicle when it senses obstacles in front. This prevents accidents due to fatigue and concentration loss while driving
Disclaimer
I hereby declare that all the personal details written above are to the best of my knowledge and belief.
Computer literacy
MS Office (2010, 2013, 2016), Windows OS, Active Directory, ServiceNow, JIRA, Matlab, Bitbucket, Citrix and VAS support, VPN technologies
Timeline
Team Lead/Manager
Mindtree Ltd.
01.2021 - Current
Senior Engineer
Mindtree Ltd.
11.2019 - 12.2021
Service desk analyst
British Telecom E-serv Ltd
11.2018 - 06.2019
Bachelor of Engineering - Electronics And Communications Engineering
Visveswaraya Technological University
04.2001 -
Technical Support Engineer and technical solutions representative
DXC Technologies
2 2016 - 10.2018
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