Singing
Jean Denzil Benhur Buthapathi
Team Lead, Service Desk
Hyderabad
Summary
* Working as a Team Lead (CMMI Level 3 certified) in Service Desk.
* Experienced in Handling a team, assigning workstreams and Managing Escalations.
*Conducted interviews/Drives as a part of interview panel for Service Desk L1 and for other teams.
* Working Experience in Risk Management, ITSM, Priority Incidents, Attending React and Scheduling and Attending Management Calls.
* Professionally experienced in Handling 6 of the most important clients: AMGEM, Bank of Guam, Tasi Bank, ABG, ILLUMINA and NWRPC of the company as Team Lead.
* Experienced in working on auditing reports for the clients of the company, Microsoft Licenses, Active directory reports (active and termination).
* Highly trained Team Lead with 3+ years’ experience responsible for the overall daily operations of an office environment that includes staff management, development and customer service.
* Excellent Communication & Interpersonal Skills with Proven Strength in Troubleshooting, Problem Solving Skills, Coordination and Analysis.
* Willing to learn attitude & a good team player.
Overview
10
10
years of professional experience
3
3
Languages
Work History
Service Desk Team Lead
ISSQUARED
Hyderabad
10.2017 - Current
- Recently started working with two banks which gave a scope to learn more of a banking environment
- As a Level 3 support started working on Teller machine, Build IP’s, QC on the completed Build IPs and a digital sign to authentic the build
- Engaged in user support interactions via telephone, chat and email platforms.
- Encore application deployment, Install SCCM in about 300+ computers, Replacing windows certificate with new once on all the machines manually
- Getting updates from the team BOG specific on the daily call and updating the same to the Client
- Completed trainings on AWS S3 and worked on it as System Admin giving access as I receive tickets in Service Now (Amgem Client Specific)
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Trained on O365 admin portal, Exchange, OnPrem exchange, creating remote mailboxes
- Extending the Shifts to reach the set targets by the SDM
- Assigning Trainings via Udemy to the team
- Worked on priority with the HR Team to shortlist candidates profiles and in taking interviews of new/experienced candidates for both L1 & L2 positions
- Experienced in working as a Team lead for a team of 15 members
- Experienced in Handling a team, assigning workstreams and Managing Escalations
- Working Experience in Risk Management, ITSM, Priority Incidents, Attending React and Scheduling and Attending Management Calls
- Attended react calls and Resolved Priority incidents P1(Orsus service manager) within SLA and Updated the same to the management
- Experienced in Preparing Monthly Shift Roasters, Scheduling Monthly team meetings and Client meetings
- Created KB Article's, Training materials, Escalation matrices, Process documents
- Trained New hires process related, Active directory, O365 admin, ConnectWise automate, ConnectWise Manage, OneDrive for business, Drop Box for business, Blue beam and much more client specific Applications
- Trained all ISSQ internal VP's, SDMs, Project Managers on our own ticketing Tool, ORSUS service manager
- Handled projects - Dropbox to OneDrive - AD O365 Sync - Cloud Workspace Vista Thin Print to TSPrint - Orsus (Ticketing Tool - HR Modules much more), SCCM Deployment, Anti-Virus deployment and tracking its progress, VPN upgrades and other projects deployments
- Devised and initiated engineering solutions to variety of project and design issues such as: Created a remote users OU & created login accounts for the remote users, Prepared Escalation Matrix and Workflow for Client and Internal Support, Prepared Clients Inventory in Excel to maintain all the records of the employee – contact numbers – computers names – laptops names – Printers and Anti-Virus
- Primarily assisting users with all End to End issues which are related to Laptops, Surfaces pros, iPads, iPhones, Android Phones, Company related applications, Outlook & office issues, Windows login issues, Domain issues, Onboarding/Off boarding customers and managing O365 Licensing, Adobe Licensing running Antivirus scans to check compliance, worked on Spam mails, quarantine mails, white listing and black listing domains and much more…
- Onboarding New Clients to manage their O356 Licensing via Microsoft Partners and SYNNEX
- Sending Monthly reports to Client which includes (Tickets IR and SR, O365 ATP reports & Azure reports)
- Maintain metrics, reports, process documentation, customer service logs, training or safety records
- Responsible to Ensure that all the tickets are acknowledged within the defined SLA timeline
- Responsible to Ensure that all category tickets are resolved within SLA timeline
- Making sure that any IR or SR that comes in is assigned by the L1 team within 5 minutes and informed the team the IR or SR is assigned to
- Implement specific customer requirements, such as internal reporting or customized Conduct or review environmental audits.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
Product Support Engineer
SONETEL Software
Hyderabad
- Handling team during weekend shifts
- Assigned workstreams to colleagues and managed escalation mailbox
- Helped Level 1 techs in handling queries and escalations via emails and chats
- Trained new hires with KT sessions
- Point of contact for any escalation and acted as SPOC for addressing urgent issues
- Handled outages on weekend shifts and informed the designated teams and made sure outage was resolved on an urgent basis
- Observing fraudulent activities on clients account and blocking accounts when necessary
- Suggested new articles for Knowledge Base for the betterment of the process
- Helping Clients with their VoIP Accounts related
- VoIP account & SIP phones configurations
- Voice app, selections & personalized greetings configuration
- Assisting client with call forwarding, call back & call thru issue via email – chats and voice
- Helping customers understand billing issues
- Configuring Desktop phones Asterisks, Snoms, Grand stream, Linksys & Yealink
- Investigating audio quality on Android & iPhone applications, Recording settings
- Assisting clients in creating, update/changing & hearing voicemails
- Investing issues when there is no audio in voicemail.
IT Support Engineer
Seneca Global IT Pvt Ltd
- Helping Users with their Account related issues in different environments like Kronos, Lawson, Active Directory, VPN & Network Login issues in different Applications
- Resolving issues of Desktop Computer, Laptops, Blackberry & I-Phone
- Resolving login issues on Kronos – Lawson – iSeries
- Working on outlook related issues – PST – Account login – Profile issues – Skype login issues and Archiving accounts
- Worked with Seneca was only for 6 months on contract.
IT Analyst
C3I Pvt Ltd
Hyderabad
- Proud to say I was a member of the Pilot Batch hired for Merck Process
- Received double hike within six months for being a out performer
- Helping clients in an end to end process for any Technical issue related to their laptops and Desktops, Printers, Applications, Password Resets
- Configuration of MS outlook client, Adding PSTs, Archiving mails, and troubleshooting
- Configuration of Exchange mails in Active Sync, iPhones and iPads
- Creating SAP accounts and reset passwords
- Creating certificate and importing them on users’ computers
- Handling technical issues reported via chats, calls and emails
- Responsible for providing IT support by Chat and Voice
- Network related issues, helping clients when they are not able to log in to Network
- Creating Certificates and importing to client’s laptops, resolving all the network related issues, creating tickets, and escalating if required.
Advisor
Hyderabad
- Part of Dish Network Customer Services answering all inbound call for satellite provider
- Handled more than 800 calls either Customer Care, Technical or default lines by following all the QC process
- Helping customers by solving their technical and billing quires
- Help them to find their best interest of viewing entertainment by communicating to understand their needs and providing with the best solutions
- Adding and removing channels as per the on-call request and informing the pro rate charges
- Accomplishment:
- Strived hard and played an important role in Defining the process for the newly acquired companies by redesigning and constructing designated procedures for call handling, email writing, onboarding\offboarding Escalation matrix, workflow as per ITL process
- Even being a pilot batch ensured to redefine the process by created Knowledge base articles, training peers and streamlined workstreams and assignments and reduced escalations
- Promoted every year on a regular basis due to my hard work as per my credibility
- Conducted interviews as being a part of interview panel for service desk.
HR Recruiter
Opera Consulting
Hyderabad
- Generated specific candidate pool for career opportunities through strategic placement of advertisements, evaluation of applicant credentials and conducting initial interviews and pre-screening assessments.
- Maintained filing system of current, prospective and future positions.
- Coordinated schedules to arrange management interviews with applicants.
- Evaluated strengths and weaknesses of candidates through effective screening processes.
- Advertised job opportunities on social media platforms and job boards.
- Tracked candidates and pushed for feedback on disqualifications, time-to-fill statistics and other variables.
- Pre-screened resumes prior to sending to corporate hiring managers for consideration.
- Advocated for staff members, helping to identify and resolve conflicts.
Education
Bachelors, B.com - B.com (Computers)
New Generation Degree College
Hyderabad India 04.2001 -
Intermediate - Commerce, Economics & Civics
Tagore's Home Jr College
Hyderabad IndiaS.S.C -
St. Patricks High School
Hyderabad IndiaSkills
Customer service expert
Additional Information
- ADDRESS: 16-111/205 Sri Venkata Shiva Nilayam, Mirzalguda Malkajgiri Hyderabad Telangana. Pin code 500047
Interests
Playing Guitar
Helping Orphans and Farmer Kids
Helping destitute with food and clothing twice in a month
Providing Mineral water in Fluoride affected areas
Conducting Free Medical Camps in Villages
Disturbuting School Supplies to Orphans
Accomplishments
- Supervised team of 23 staff members while working on the AD & SAM account Profile Sync. Completed the project before the dead line with zero issue reported on account login or email loss.
- Got client appreciation for all the hard work put to stream line their inventory
- Created a centralized location and shared all the KT documents with the team.
- Appreciation from the Director of the company on UI improvements after testing the New Internal ITSM Ticketing Tool.
- Trained Clients on the Ticketing tool from the top level management batch by batch on how to use the tool.
Timeline
Service Desk Team Lead
ISSQUARED
10.2017 - Current
Bachelors, B.com - B.com (Computers)
New Generation Degree College
04.2001 -
Product Support Engineer
SONETEL Software
IT Support Engineer
Seneca Global IT Pvt Ltd
IT Analyst
C3I Pvt Ltd
Advisor
HR Recruiter
Opera Consulting
Intermediate - Commerce, Economics & Civics
Tagore's Home Jr College
S.S.C -
St. Patricks High School