Jaya Jyoti Rajwani
Service Desk Manager
Pune
Summary
Highly motivated Service Desk Manager with 6.5 years of IT experience. Consistently drives results by building and leading high-performance teams. Excellent communication skills with proven history of effectively collaborating across all organizational levels.
Enthusiastic and eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of ITIL. Motivated to learn, grow and excel in IT industry.
Overview
6
6
years of professional experience
4
4
Years of graduation
5
5
Certifications
Work History
Service Desk Manager
Blazeclan Technologies
Pune
11.2020 - Current
- Responsible for technical deliveries and managerial aspects of Blazeclan AWS Cloud Managed Services Portfolio by leading a team which works 24x7.
- Leading and managing the team of cloud engineers delivering cloud services.
- Owns the AWS cloud infrastructure of customers & Responsible for delivering 24x7 Production Support.
- Responsible for providing maximum infra uptime & RCA for service unavailability caused by infra issues.
- Monitor team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Inspected rental equipment before and after rentals, marking changes in conditions and charging customers when necessary.
- Maintaining effective customer service by responding to service requests quickly.
- Adhered ITIL process
Project Coordinator
Blazeclan Technologies
Pune
04.2019 - 10.2020
- Tracked hours and expenses to keep project on task and within budgetary parameters.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Coordinated presentations for customers and project members to detail project scope, progress and results.
- Wrote technical narratives to document processes and design changes.
- Conducted daily scrums with internal team & stakeholders to track project milestones, and progress
- Resource Management, Project Planning, Task Allocation and managing dependencies across projects
- Identified and resolved inefficiencies or disconnects within team
- SPOC for Managing on-boarding/off-boarding, learning & training, and maintained off-shore and on-shore teams roster including leaves/vacation tracking.
Sr. Technical Associate
Techmahindra
Pune
04.2018 - 04.2019
- Provided network support services for devices such as hubs, bridges, routers and other hardware.
- Collaborated with vendors to identify best options for optimizing network performance.
- Performed troubleshooting for Modems and Fortinet routers
- Escalated emergency technical issues beyond knowledge to maintain optimum up-time.
- Detected intrusion attempts and promptly responded to DDoS attacks.
- Diagnosed network problems involving combination of hardware, software, power and communications issues.
- Oversaw junior-level engineers, directing work orders while monitoring performance metrics and consumer feedback.
- Adhered ITIL process.
Networking Associate
Compucom CSI Systems
Pune
03.2016 - 03.2018
- Exceeded goals through effective task prioritization and great work ethic.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Delivered exiting infrastructure replacements for lifecycle program.
- Supported infrastructure readiness for existing programs.
- Maintained SLAs and OLAs as per the SOW.
- Adhered ITIL process.
Education
Bachelor of Engineering - ECE
St. Paul's Convent Sr. Sec. School
Ujjain 08.2010 - 05.2014
Skills
Documentation and reporting
Customer service management
Quality assurance
Project Management
ITIL
Operations management
SCRUM
Accomplishments
- Awarded for Best Project team for continuously providing uninterrupted support for deployment by extending support in non-business hours.
- Supervised team of 49 cloud engineers.
- Qualified Round 1 in Great People Manager Survey.
Certification
ITIL v3
Timeline
Service Desk Manager
Blazeclan Technologies
11.2020 - Current
Project Coordinator
Blazeclan Technologies
04.2019 - 10.2020
Sr. Technical Associate
Techmahindra
04.2018 - 04.2019
Networking Associate
Compucom CSI Systems
03.2016 - 03.2018
Bachelor of Engineering - ECE
St. Paul's Convent Sr. Sec. School
08.2010 - 05.2014