Guruprasadh BAV
Sr. Service Desk Analyst
Bangalore
Summary
Tend to excel in Technical/Leadership roles as well as Customer/Client Service. Have an excellent track record of not only driving projects/incidents to resolution but also developing others to move them in the direction to succeed.
Overview
10
10
years of professional experience
7
7
years of post-secondary education
Work History
Sr Service Desk Technical Analyst/Incident Advisor
Bahwan cybertek
Bangalore
01.2022 - Current
- Incident management of high severity incidents outage management,.
- Initiate bridge calls, drive communication and teams to ensure uptime of Infrastructure within Service Levels · Co-ordinate with multiple teams to get the issue resolved within SLA · Exposure to ITIL framework · Handle client contacts & engage as & when required · Work with right resources to resolve an issue & make sure the issue is resolved & client is updated ·.
- Prepare reports on service desk tickets & calls daily-monthly.
- Conduct audit and quality analysis, share feed back.
- Analyze and bring new changes to business for improved quality of service desk.
- Act as coordinator for business migration takeover, application and infrastructure support.
- Resolve application and hardware technical queries day-day using incident management tools (service now),azure, ITSM, Dmware, Zipline, workday, IAM, DTS, countwise.
- Worked as SME, assistance manager handling ten members.
Sr Technical Analyst
Concentrix
Bengaluru
08.2020 - 12.2021
- Monitor Network connections and work to resolve issues via Solarwinds monitoring tools.
- Handle Apple iOS technical query at tier1 and tier 2 related regarding Apple products, Citrix application.
- Monitoring and managing iPhone support, IT services desk, and VIP support functions to ensure optimal service.
- Handle Apple media support products, support tools, and purchases. Frequently engaged in multitasking abilities, and be detail-oriented.
- Provide effective service desk support as central point of contact between end-users and information services, reporting and resolution of incidents service requests.
- Coordinating and interacting with business users via different modes of communication, chat and email.
- Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary.
- Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
- Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.
- Upskill new technical knowledge daily basis and attend modules examination to move next grade.
Sr Customer Service Representative
[24]7.ai
Bengaluru
09.2018 - 08.2020
- Manage day-day operation of global tech support team, which work across multiple global location at Tier1- and Tier2
- Create, manage measure and report on key service level matrices and key performance KPI, AND SLA met.
- Conduct trend analyses and create action plans to improve service time service timelines and lowering cost.
- Work consistently to eliminate incidents and automate request provisioning.
- Daily review and prioritization of queued tickets
- Oversee IT support projects and operation in global work places.
- Serve escalation point for all major incidents and problem management by actively managing P1 and P2 incidents.
- Manage team schedules and resource capacity for each shift, balancing services resources to hand tickets.
- Increased in developing and leveraging technical operations best practices and problem management to drive culture of continuous process improvement
Call Quality Analyst
Xandutec data solutions Pvt ltd
Bengaluru
04.2017 - 09.2018
- Worked for CS-operation department as Call analyzer and incident management lead.
- Segregate call center recorded calls as per business requirement lead. Analyze quality of call center calls and provide feedback and improvements about recorded calls.
- Plan, perform, and implements process improvement initiatives, diagrams and evaluates existing processes.
- Organizes leads and facilitates cross-functional project teams.
Develops metrics that provide data for process measurement, identifying indicators for future improvement opportunities. - Communicates team progress. Performs cost and benefit analyses.
Aligns improvement to performance shortfalls.
Backend Officer
Tata Docomo
Bengaluru
09.2013 - 04.2017
- Resolving corporate postpaid connections issues pertain to bill, network, activation, and backend operations
- Interacting with clients and distributors throughout Karnataka.
Resolving customer complaints within Tat time. - Engaged frequently undertaking additional responsibility given by clients.
- Constantly following up on customer complaints until resolved.
Handled Tata Docomo outlet and perform backend operations (sales, verification, activation). - Job role worked, cs- operation, sales, verification, backend and customer relationship management, store manager.
- Applications worked, oracle CRM, excel.
- Rewarded best customer relationship officer 2014, excellence in handling corporate segments.
- Applied effective time management techniques to meet tight deadlines
- Organized and detail-oriented with strong work ethic.
- Gained strong leadership skills by managing projects from start to finish.
- Job role worked, cs- operation, sales, verification, backend and customer relationship management, store manager.
Education
PG in Cyber Security - Cyber Security
Simpli Learn
Bengaluru, KA 09.2021 -
Bachelor of Science - Computer Science
St. Josephs Evening College
Bengaluru, KA 04.2016 -
High School Diploma -
Oxford Polytechnic
Bengaluru, KA 05.2010 -
Skills
Strong understanding on Incident Management processes
Excellent communication, interpersonal skills, with the ability to effectively communicate with clients, stakeholders, and team members at all levels
Experience of handling teams and performance
ITIL Certified
Knowledge of initiation, change management, risk management, principles and practicalities of running projects
Accomplishments
Achieved best candidate handling self service tickets and quality 2022 (Bahwan cybertek).
Best potential and on spot recognition customer management/ satisfaction of service 2013 (Tata Tele services)
Projects
Projects on service now configuration, and ITIL frame work.
Realtime project management service reports, SLA, KPI, quality, roasters, daily and monthly reports.
Realtime experience in physical infrastructre project implement and co-ordination.
Timeline
Sr Service Desk Technical Analyst/Incident Advisor
Bahwan cybertek
01.2022 - Current
PG in Cyber Security - Cyber Security
Simpli Learn
09.2021 -
Sr Technical Analyst
Concentrix
08.2020 - 12.2021
Sr Customer Service Representative
[24]7.ai
09.2018 - 08.2020
Call Quality Analyst
Xandutec data solutions Pvt ltd
04.2017 - 09.2018
Bachelor of Science - Computer Science
St. Josephs Evening College
04.2016 -
Backend Officer
Tata Docomo
09.2013 - 04.2017
High School Diploma -
Oxford Polytechnic
05.2010 -