Travelling
Harshal Shah
Team Lead\Technical Lead
Vadodara
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. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
8
8
years of professional experience
Work History
Team Leader\Technical Lead
PMC Retail India Pvt Ltd
Vadodara
02.2023 - Current
- Built strong relationships with customers through positive attitude and attentive response.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Created and managed project plans, timelines and budgets.
- Assessed project milestones and team performance to keep staff on-task.
- Designed strategic plan for component development practices to support future projects.
- Reviewed daily requirements and forecasts and delegated work for optimal coverage.
Deputy Team Leader
PMC Retail India Pvt Ltd
Vadodara
01.2022 - 02.2023
- Supported creation of detailed, technical financial models to value potential acquisition targets.
- Developed effective improvement plans in alignment with goals and specifications.
- Created and managed project plans, timelines and budgets.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Evaluated customer needs and feedback to drive product and service improvements.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Generated reports detailing findings and recommendations.
- Identified plans and resources required to meet project goals and objectives.
- Managed projects from procurement to commission.
- Monitored project performance to identify areas of improvement and make adjustments.
- Developed and implemented strategic project plans to meet business objectives.
L2 Product Support Engineer
PMC Retail India Pvt Ltd
Vadodara
04.2018 - 01.2022
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Served as primary point of contact for support relating to owned solutions and products.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Provided guidance on installing and integrating new hardware components and software to remote clients.
- Performed root cause analysis of reported issues to enact corrections.
- Gathered trend data from customer calls and interactions.
- Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
- Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
- Researched new tactics to better hone responses and shorten remediation times.
- Maintained response times to support business continuity.
Junior Product Support Engineer
PMC Retail India Pvt Ltd
Vadodara
07.2017 - 03.2018
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Organized and detail-oriented with a strong work ethic.
- Resolved problems, improved operations and provided exceptional service.
- Passionate about learning and committed to continual improvement.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked well in a team setting, providing support and guidance.
IMAC Technician
PMC Retail India Pvt Ltd
Vadodara
11.2016 - 07.2017
- Performed off-hours maintenance and deployments for system releases and maintain service availability.
- Contributed to continual service improvement by assisting with standard operations procedures creation, maintenance and compliance.
- Conducted asset inventories by identifying and labeling IT equipment according to documented standards.
- Followed path of escalated contacts to resolve problems to satisfaction of administrator.
- Offered assistance in implementing and developing training programs.
- Configured and tested new software and hardware.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed and configured operating systems and applications.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Researched and identified solutions to technical problems.
- Installed, configured and maintained computer systems and network connections.
- Diagnosed and troubleshot hardware, software and network issues.
- Developed and implemented preventive maintenance procedures.
Operations Support Analyst
PMC Retail India Pvt Ltd
Vadodara
06.2015 - 10.2016
- Complied with systems procedures, business processes and company policies to promote workplace safety and quality.
- Performed administrative duties and prepared operational procedures to assist operations support manager.
- Conducted regular quality reviews of business data and processes to identify discrepancies and formulate solutions.
- Prevented and minimized processing errors by analyzing trends and implementing feedback from managers.
- Evaluated current processes to develop improvement plans.
- Gathered, documented, and modeled data to assess business trends.
Education
Diploma in Computer Science - Computer Science
Karnatak State Open University
India 04.2013 - 06.2015
Skills
Cross-functional teams leadership
undefinedSoftware
Music
Timeline
Team Leader\Technical Lead
PMC Retail India Pvt Ltd
02.2023 - Current
Deputy Team Leader
PMC Retail India Pvt Ltd
01.2022 - 02.2023
L2 Product Support Engineer
PMC Retail India Pvt Ltd
04.2018 - 01.2022
Junior Product Support Engineer
PMC Retail India Pvt Ltd
07.2017 - 03.2018
IMAC Technician
PMC Retail India Pvt Ltd
11.2016 - 07.2017
Operations Support Analyst
PMC Retail India Pvt Ltd
06.2015 - 10.2016
Diploma in Computer Science - Computer Science
Karnatak State Open University
04.2013 - 06.2015
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