Ganesh Lal J

• Led a team of 12 support professionals, overseeing 80 +members daily operations and ensuring timely resolution of incidents and service requests
• Oversaw IT department operations and training.
• Implemented ITIL best practices, resulting in a 20% improvement in service delivery and a 15% reduction in ticket resolution time
• Assisted in development of long-term strategies to grow department and resources.
• Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
• Coordinated technical training and personal development classes for staff members.
• Guided organizational technology strategy and roadmaps.
• Coordinated IT operations activities to deliver smooth flow of daily business needs.
• Developed and maintained key performance indicators (KPIs) to measure team performance and identify areas for improvement
• Conducted regular training sessions for support staff to enhance technical skills and improve customer service

Achievements:

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

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

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

• To handle Employees, IT related issues and requests over phone, Email and Chat
• Take ownership of all the 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 Laptop users & troubleshooting Operating System & Wireless issues for North America Region
• Operating System Supported: Windows XP, Windows Vista, Windows 7 Other Packages: MS-Office, Antivirus, LAN etc
• Installation & Troubleshooting of Desktop Computers, Laptops & Workstations
• Installation & Troubleshooting of Networking issues
• Team Member to drive Overall Customer satisfaction scores for entire North America region Bangalore team for Business notebooks.