Ganesh Misra

o Team Management: Handling a team of 20 members working in various roles like, Access Management, IT Support – Remote, IT Support – Calls, End User Technologies, Video Conferencing, ITFM Reporting.

Achieving consistently >90% scores in yearly Talent Survey for last 4 years.

o Service Management: Providing all the above services to users working in USI (India) for Canadian member firm and to those working in Canada (Remote Support). Also extended our remote support to users working from other global locations.

o Client Management: Meet regularly with Sr. Managers and Directors of various Practices (Audit, Tax, FAS, Marketplace, Business Ops, Finance, etc.) to provide an update on performance of services offered. Meet the visiting leaders from onshore and market services and capabilities of USI team.

o Single Point of Contact for offshore users, business groups and service lines. 3000 offshore resources working for Canadian member firm from different geographical locations

o Portfolio Management: Collate IT requirements and needs from all the clients and work with relevant IT teams for solution and implementation.

Key Accomplishments:

o Evolution of US-India team: From a team of 2 people in Sept'13 to 18 members in Feb'18, with various roles

o 2014 : Implementation of IT Support team for users working from offshore to reduce turnaround time

o 2015 : VDI Migration from shared servers to dedicated infrastructure (Bell and Telus datacenters) and upgrade to Windows 8. Assisting 1500 VDI users working from offshore locations to migrate their data to new VDIs

o 2016 : Implementation of ServiceNow for Canadian member firm and assisting users to adapt to ‘Self-Serve' capability of ServiceNow for logging tickets

o 2017 : Setting up Support Center team in USI to receive calls from the users using the phone and chat support (Target by Dec'17)

o 2018 : Automation of New Hire setup process using HP UFT tool. This automation saved 1 resource of effort.

Automation of Departures through UiPath automation tool.

Implementation of Linked Clone VDIs for certain business groups.

o 2019-2020 : Creation of Self-Fixes for top incident generating issues.

o 2021 : Implemented Instant Clone VDIs to offshore users.

Currently designing Chat-BOT (Virtual Support Assistant: LISA) for offshore users.

Working on an Application Performance Monitoring Tool for business-critical applications.

Team Manager – Symantec Service Desk, ITO-GSD (Feb'12 to Aug'13)

Roles and Responsibilities:

o Handled a team of 40 L1s, L2s/SMEs and TL supporting Global employees of Symantec for level 1 issues/requests related to OS and Desktop applications.

o Review reporting on service delivery on daily basis

o Provide day-to-day supervision of staff assigned and give performance feedback in regular intervals

o Driving Service Desk Improvement for Ashok Leyland Helpdesk, UBI (United Bank of India) and Hindustan Unilever

o Designed Self Help Portal for Unilever Global client

• Nov'12: Worked with DBCL and LVGI (Indian accounts) to setup Service Desk.

o Implemented ILC functions in the EON –GSD, Britannia India, Tata Steel and HUL India Service Desks.

o Created templates for updating SI (Service Interruption) table viewable to customers and setup process for IVR updating

o Created escalation matrix required by ILCs during outage handling and conflict management.

SDE Consultant for ITO-GSD (Jul'11 to Feb'12)

Roles and Responsibilities:

• Handled a team of 20 Quality Analysts aligned to 6 GSDs (Symantec, Unilever, E. ON, NSI, Philips and KPMG).
• Giving action plans to the Delivery teams based on transaction monitoring, CSAT & DSAT analysis, Documentation Defect analysis and Pre-Emptive metrics.

Team Lead – Symantec Service Desk (Jun'10 to Jun'11)

Roles and Responsibilities:

• Part of KT Team and went to Pune for transition.
• Implementation of Email, Service Request, Accounts Services and Incident Management teams.
• Managed access control of Symantec applications for the entire team. (Onboarding and Off-boarding) (Total 14 applications access is required)
• Managed process documents for Symantec Desk as per HP standards for ISO 20K.
• Managed roster and agent attendance trackers
• Update agent performance scorecard and discussion with agents

Team Lead – Unilever Service Desk (Jan'09 to May'10)

Roles and Responsibilities included:

• Lead UAM team (Service Request) and U2K2 (SAP) L0 desk.
• Con Calls with Onsite and other resolving groups and contribute to KBs
• Staffing and SLA management

Subject Matter Expert – Microsoft Helpdesk (Sept'06 to Dec'08)

Roles and Responsibilities:

• Floor Support, mentoring and Training a team of 10 techs.
• Conference Calls with Local IT and other resolving groups.
• SPOC for testing and initiating any new product support.

Tech Support Engineer - Microsoft Helpdesk (Feb'05 to Aug'06)

The profile involved supporting global Microsoft employees for products like Desktops, Laptops, Handheld, OS, Networking, Email-Outlook and Line of Business Applications.

Key Accomplishments:

o Recognized for successful implementation of Self-Service Portal for Unilever

o Apr'12: Recognized for providing successful assistance in meeting telephony SLAs for Symantec GSD

o Awarded with Best Team Lead for a quarter

o Awarded and recognized for transition of Symantec Service Desk from PUNE.

o Awarded for successful implementation of U2K2 SAP L0 desk in Unilever.

o Recognized in Unilever for maintaining open volume for service requests in control.

o E-awards for recognizing the contribution towards stabilizing the Unilever GSD Desk.

o Awarded best SME for many months.

o Awarded best Agent for many months.

o Recognized for lowest AHT as L1.

The role involved troubleshooting Microsoft Games and Hardware through phone and emails.