Karan Mudliar
Pune
Summary
Service Desk Team Leader, managing high-performing teams and streamlining IT support operations. Strong focus on enhancing customer satisfaction through efficient problem resolution and proactive communication. Proven ability to implement ITIL best practices, resulting in improved service delivery. Brings a collaborative approach to team management, fostering a supportive environment that encourages continuous improvement.
Overview
15
15
years of professional experience
Work History
Service Desk Team Leader
Tech Mahindra Limited
08.2021 - Current
- Led a team of 15 service desk professionals, providing technical support and assistance to ensure high customer satisfaction levels.
- Conducted regular performance reviews (Scorecard), offering constructive feedback, and setting objectives to foster team development.
- Encouraged a culture of continuous improvement, leading initiatives to adopt new technologies and methodologies for service enhancement.
- Established a knowledge base (SOP and Work Instructions) of frequently encountered issues, enabling faster resolution of common queries, and enhancing team efficiency.
- Collaborated with cross-functional teams to develop and implement IT solutions that meet business needs and performance goals.
- Responsible for preparing the entire team's roster on a monthly basis, ensuring optimal coverage and efficiency.
- Conducted call tree testing biannually to ensure the Business Continuity Plan (BCP) is current and effective.
- Prepared and delivered PKT for the entire team, including conducting regular refresher sessions.
- Attended and successfully completed audit calls, ensuring compliance with all relevant standards and protocols.
Technical Process Specialist
Infosys BPM Limited
01.2019 - 03.2021
- Acted as the Subject-Matter Expert (SME) for a team of 30 members, providing expert guidance and support for FedEx, a leading logistics company.
- Proficient in managing incidents and requests using the ServiceNow ticketing tool, providing real-time support to agents for complex and time-consuming issues, with expertise in both Incident and Request Management.
- Oversaw the onboarding and offboarding processes for agents, ensuring smooth transitions.
- Contributed to continuous improvement by offering suggestions and engaging in problem-solving activities to foster teamwork. Conducted client calls to drive process improvements and ensure quality calibration.
- Delivered comprehensive process training to new joiners, following a structured training plan. Guided agents in adhering to the correct escalation process and hierarchy.
- Maintained and updated knowledge, access, and trackers to ensure accurate information management.
- Monitored calls and chats, acknowledged self-service incidents to maintain service efficiency, and guided agents in adhering to the correct escalation process and hierarchy.
Support Engineer - Microsoft
Convergys India Pvt Ltd
10.2015 - 01.2017
- Provided technical support to Microsoft Partner Consultants over phone, email, and Skype.
- Troubleshoot issues for Microsoft products, including MS Exchange Online, Office 365 Admin, AD Sync, Outlook, and other Office products.
- Hybrid deployments and Exchange mailbox migrations.
- Trained in MS Outlook expertise.
- Troubleshoot issues related to Exchange Online Protection (EOP), such as blocking spam and spoof emails, managing the quarantine mailbox, and configuring spam and connection filters.
- Use of Windows PowerShell to manage and automate various aspects of Exchange Online.
Information Security Administrator
The Bank of New York Mellon India Pvt Ltd
09.2010 - 07.2015
- Deliver L2 support to B2B users in a 24/7 uptime environment.
- User access provisioning in Active Directory, Lotus Notes, Exchange, Outlook, and Lync/Skype messaging system.
- Delivered knowledgeable resolutions to end users via phone, email, and chat.
- Part of the Incident Management Response team, providing end users with a quick fix.
- Follow escalation processes, and refer the most difficult and time-consuming issues to the next corresponding support group when appropriate.
- Prepare Root Cause Analysis (RCA) for errors received by users.
Education
Bachelor of Commerce - Business Administration
University of Pune
04-2010
Skills
People Management
Leadership Skills
ITIL Knowledge
Service Desk Management
Incident/Request Management
ServiceNow
BMC Remedy
Azure/Active Directory
MS Office 365
MS Exchange Online
Accomplishments
Project Transition -
Traveled to Belgium to collaborate with FedEx, a leading and esteemed logistics company. Played a crucial role in the transition process by undergoing a comprehensive three-week training program and effectively concluding the transition, ensuring seamless integration and knowledge transfer.
Awards & Recognition
- ACE Award - Year 2024
- Standing Ovation Award – Year 2024
- Pat on Back Award – Year 2022 & 2023
- Star Award - Year 2020
- Recognized as “Significant Contributors - COVID 19”
- Award of Excellence – Year 2024
- Best CPE Generator Award – Year 2016
- R&R Award - Year 2011, 2012, 2013 & 2014
Languages
English
Bilingual or Proficient (C2)
Hindi
Advanced (C1)
Marathi
Upper intermediate (B2)
Tamil
Advanced (C1)
Timeline
Service Desk Team Leader
Tech Mahindra Limited
08.2021 - Current
Technical Process Specialist
Infosys BPM Limited
01.2019 - 03.2021
Support Engineer - Microsoft
Convergys India Pvt Ltd
10.2015 - 01.2017
Information Security Administrator
The Bank of New York Mellon India Pvt Ltd
09.2010 - 07.2015
Bachelor of Commerce - Business Administration
University of Pune
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