Janesh Chawla

• Evaluated diverse organizational systems to identify workflow, communication and resource utilization issues.
• Develop a strategy the team will use to reach its goal
• Creation of Service Based Rates model through Excel macros which determines the organization's charge out rates depending on the service provided by the company
• Working with the portfolio team to understand the roles involved for every new deal arriving for a particular service line (Multiple service lines includes Service Desk, Data Center, Cloud and Infrastructure)
• Estimation of headcount required based on the labor rates and client requirements when a new deal arrives
• Performing deep dive analysis for every account within the organization to understand the performance standards and provide required suggestions to the teams to improve efficiency
• Responsible for the charge outs to every client based on the services procured Creation of a consolidated report with the charge out information for every hardware or software service utilized by the organization through a third party vendor
• Diligently monitoring the creation and expiry of project and task codes to maintain the quality of billing structure
• Managing the process of invoices for any hardware or software services utilized by the organization and following up with the vendors to ensure the invoices are received as per the agreement
• Generating the global headcount files of the organization and sharing it with the team to help them with the organization's metric analysis
• Respond to any adhoc requests received from the customer
• Responsible for creating the budget plan for productivity incentive awards for the organization
• Administrating the portal which determines the list of associates eligible for the productivity incentive awards on a monthly basis
• Managing the creation of payroll files for productivity incentive awards (Monthly, Quarterly and Yearly)
• Generating the FTE and cost level information on a monthly basis for every service line of the organization to help the management understand the current status of the business
• Monthly basis follow up with the supervisors of every service line to understand any role changes in the team and how the productivity is impacted
• Provide any knowledge transfer required by the team to help the organization achieve its target.
• Communicate clear instructions to team members
• Manage the flow of day-to-day Operations .
• Create reports to update the organization on the business progress.
• Distribute reports to the appropriate personnel
• Calculating the cost details for every contact or unit count for every service line through Excel
• Uploading and managing the KPI and contact details using Power BI

• Performing trending reports for better analysis of tickets
• Driving the Resolver groups and Service desk towards ticket resolution.
• Ensuring all P3/P4 tickets meet the SLA
• Governance calls with Service desk Supervisors and Resolver groups Manager to discuss Backlog and Long Running tickets and ensure they are resolved in a timely manner
• Seamless ownership, ensuring effective handoffs between teams and monitoring aging, escalate Incidents at risk of breaching Service Level Agreement/Operational Level Agreement
• Trend analysis to provide visibility to Ticket SLA and MTTR status by resolver/ geography / Business Unit and other relevant segmentation factors
• Working on misrouted incidents and ensuring their resolution without further aging
• Identify, initiate, schedule and conduct incident reviews
• Function as a point of escalation for all resolver groups, service desk agents and Service Managers
• Find the root cause of escalations and discuss it with service desk leads if agent needs to be trained
• Handling weekly meeting with Clients to discuss Escalation Trend.

Ensure all articles in Help file are maintained well

• Closely coordinating with Problem and Knowledge management, Service desk Supervisor
• Developing and maintaining Standard Operating Procedures (SOP)
• Keeping appropriate customers and internal stakeholders up to date on high priority incidents through timely and regular written and verbal communications
• Manage incident resolution from initial occurrence to successful outcome
• Facilitate the restoration of service. Facilitate discussions and identify resulting action items. Ensure the correct technical staff is working on an incident
• Coordinate proactively and re-actively identification, diagnosis, and documentation of root cause and durable fixes
• Produce after incident reports and facilitate root cause analysis documents and steps
• Produce after incident reports with relevant accurate details, including follow up actions items
• Help identify work needed to prevent issues from reoccurring by working with all related departments to deliver durable fixes
• Identify and report on recurring incidents to spot trends and potential problem sources
• Managing the problem process effectively, including the interface with other ITSM process, Program Management Offices, technical resources

• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions
• Processed over 100+ support requests daily for technical assistance on wide range of issues Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
• Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed
• Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team
• Explained technical information in clear terms to non-technical individuals to promote better understanding
• Configured hardware, devices and software to set up work stations for employees
• Increased the customer satisfaction by educating the customers on various technical issues
• Developed and tested new product offerings prior to release to provide efficient customer service