Ganesh Lal J

• Led team of 10 Level 2 members and support professionals ,overseeing overall 80+ members IT Service desk Teams daily operations ,ensuring timely resolution of incidents ,service requests along with Coordinated IT operations activities to deliver smooth flow of business needs.
• Oversaw IT department operations and trainings, Assisted in development of long-term strategies to grow department and resources.
• Guided organizational technology strategy and roadmaps. Developed and maintained key performance indicators (KPIs) to measure team performance and identify areas for improvement
• Coordinated technical training and personal development classes for staff members. Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
• Manage AV infrastructure remotely like Conference Rooms, Meeting Rooms

Project and Achievements:

• Virtual Oasis- Video calling platform built in house using open source
• Created Web portal for Active Directory and Exchange tasks
• Created New Workforce and Knowledge Management Platform
• Remote First - Strategic Approach designed
• CS Portal – Single page for process updates/ Technology / People related information

• Directly supervise and manage service desk team, including hiring, training, and evaluating staff performance
• Identify areas for skill development and provide opportunities for training to enhance team's capabilities
• Ensure smooth workflow and distribution of tasks within service desk team
• Provide support for complex technical issues and guide team members in handling escalated cases
• Foster culture of knowledge sharing and continuous learning within team
• Generate and analyze reports to assess service desk performance and identify areas for improvement.

• Member of Oasis Level 2 IT Service Desk Team, Assisting VMWare employees with all/any technical/software issues
• Member of Knowledge Management team, Providing technical support over phone to all IT users ,Handling incoming incidents via phone / e-mail/Chat /ITSM tool /Video channels promptly and effectively ,Diagnosing and resolving wide range of technical issues
• Escalating calls and issues where necessary to senior managers & team leaders ,Investigating and implementing ways of reducing calls to Help Desk ,Ensuring that all call details are captured and entered in logging software ,Updating support documentation.

• To handle Employees, IT related issues and requests over phone, Email and Chat , Take ownership of all calls coming into Service Desk Periodically updating calls/customer as required
• Provide timely resolution and effective documentation Proactive and logical thinking in resolving problems .Invoke escalation when required.

• Providing Technical support for HP Enterprise Notebook users & troubleshooting Operating System & Wireless issues for North America Region ,Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed Also Maintained response times to support business continuity
• Operating System Supported: Windows XP, Windows Vista, Windows 7 Other Packages: MS-Office, Antivirus, LAN etc
• Additional Responsibility : Pilot Team Member to drive Overall Customer satisfaction scores for entire North America region Bangalore team for Business notebooks.

Service Delivery Consultant – Client - Bank of America. - Processing Change Requests about IMAC (Install Move, Add, Change) of Network related requests, which are routed to HP’s Ticketing system and Project requests are submitted with a via the Project process. Our primary goal was to accurately complete these requests in a timely manner.