Summary
Overview
Work History
Education
Skills
Timeline
Generic

LALIT VIJAY ANAND

Bangalore

Summary

Reliable in demonstrating high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed expectations. Offering knack for building productive working relationships.

Overview

11
11
years of professional experience

Work History

Manager - IT Infrastructure

Koch
Bangalore
02.2024 - Current
  • Enhanced team morale and retention through recognition programs and career development opportunities. Established processes to ensure efficient workflow throughout the organization.
  • Streamlined communication channels, improving information flow and decision-making speed.
  • Established processes to ensure efficient workflow throughout the organization.
  • Initiated new projects that resulted in increased productivity across all departments.
  • Provided leadership during times of organizational change or crisis situations.
  • Implemented new technologies to streamline operations, reduce costs, and improve end user experience.
  • Analyzed customer feedback data to develop action plans for improving services offered.
  • Oversaw daily operations, maintaining efficiency and quality standards.

Manager - IT Service Desk

Koch
Bangalore
03.2021 - 01.2024
  • Developed and implemented strategies to increase customer satisfaction and loyalty.
  • Coached, mentored and trained team members in order to improve their job performance.
  • Conducted regular meetings with staff to discuss progress and identify areas of improvement.
  • Established processes to ensure efficient workflow throughout the organization.
  • Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
  • Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
  • Implemented new technologies to streamline operations, reduce costs, and improve customer service.
  • Analyzed customer feedback data to develop action plans for improving services offered.

Assistant Manager

Concentrix for Intuit Data Services
Bangalore
08.2017 - 02.2021
  • Responsibility
  • Handling a team of 16 SMEs and making sure that the client CVAs (SL, TAT, AHT, NPS, Productivity) are met
  • Profile Highlights
  • Maintaining the SLA, TAT, AHT, NPS and productivity of the program
  • Manage the support operations and performance activities, customer satisfaction
  • Ensuring that the quality and service delivery standards are met and executed
  • Presenting the Business review to the clients every week
  • Handling multiple calls with clients where we discuss about product development and enhancement
  • Having 1 on 1 coaching sessions with all the SMEs every week to discuss on the process improvement
  • Collaborating with other departments to improve overall customer satisfaction objectives
  • Designing and modification of Operational scorecards according to the needs of the business unit
  • POC for the program for assigning and ensuring completion of all the Program Development Courses (PDC) created as an update from Client or CNX
  • Subject Matter Expert for Intuit Data Services

SME- Data Services

Concentrix
Bangalore
07.2016 - 07.2017
  • Prime responsibility
  • Support a team of 20 members based on SQL, SQLite, Business application, reporting and analysis
  • Profile highlights
  • Working on SQL, SQLite on both Windows and Mac environment
  • Handle client escalations
  • Discuss about trending issues and solutions on conference call in weekly basis (Q & A)
  • Service level analysis for the process
  • Case auditing and ensuring that the case is handled and closed on time
  • Working with Clients to resolve the triggered issues
  • Present about the top trending issues, cases handled and NPS to our clients for one of the LOB
  • Creating KB articles for the betterment of the process and peers to solve issues efficiently
  • Attend Weekly business review call where the program’s SL, TAT and top trending issues and cases handled are discussed
  • Take triages every week to improve the technical knowledge of my team members
  • Conduct MSVs for newly joining technicians.

Senior Data Service Engineer

05.2015 - 06.2016
  • Prime responsibility
  • Data recovery from damaged database files created by QuickBooks business accounting software
  • Profile highlights
  • Working on SQL queries, Sybase and Hex
  • Extracting/Exporting/Importing data using SQL queries from databases (QuickBooks Pro, Premier and Enterprise files) and fixing those
  • Troubleshooting the problems in QuickBooks Accounting software, and working on Virtual Terminals and helping customers to install the software and share the data over the network
  • Handling escalations and fixing it up to customer’s complete satisfaction
  • Auditing cases and troubleshooting steps taken by the front-line agents and providing the feedback for the same
  • Working with Clients to resolve the triggered issues
  • Proficient with SQL, Sybase, merlin, Navicat and XML Editor Softwares to fix Data damages
  • Resolve database related problems by troubleshooting and evaluation of database events
  • Formulated strategies and plans for system backup services, recovery and availability schemas.

Technical Support Engineer

TESCO
05.2014 - 02.2015
  • Provided technical support to the stores across UK and Ireland
  • Troubleshooting issues related to Bluetooth, Wifi and connectivity issues
  • Providing assistance on MS Outlook, Windows operating system
  • We create incident tickets, troubleshoot those issues that can be fixed from our end
  • Assign the rest to the various vendor\ resolver groups that are in coordination with us
  • Co-ordinate with Incident Management teams for the daily follow-up of the assigned tickets
  • Setting up Printers and other devices for users
  • Mapping Network drives and related troubleshooting
  • Resetting passwords for the users
  • Performing all the hardware and software troubleshooting.

Technical Support Engineer

Hewlett Packard, HP
06.2013 - 05.2014
  • Supported total 29 countries
  • Supported consumer desktops and laptops, commercial desktops and laptops and tablets
  • Hardware and software troubleshooting and MS outlook troubleshooting
  • Troubleshooting related to Operating Systems like Windows XP, Windows 7 and Windows 8
  • Providing remote assistance to the customers
  • Arranging for on-site and various services for the customers according to the warranty.

Education

BE -

VTU, SRI VENKATESHWARA COLLEGE OF ENGINEERING
BANGALORE
06.2013

12th board -

Central board of secondary education (CBSE), CENTRAL ACADEMY
KOTA, RAJASTHAN
06.2008

10th -

Central board of secondary education (CBSE), MILLIA CONVENT ENGLISH SCHOOL
BIHAR
04.2006

Skills

  • Operations Management
  • Business Development
  • Strategic Planning
  • Team Leadership
  • Customer Relationship Management (CRM)
  • Performance Management

Timeline

Manager - IT Infrastructure

Koch
02.2024 - Current

Manager - IT Service Desk

Koch
03.2021 - 01.2024

Assistant Manager

Concentrix for Intuit Data Services
08.2017 - 02.2021

SME- Data Services

Concentrix
07.2016 - 07.2017

Senior Data Service Engineer

05.2015 - 06.2016

Technical Support Engineer

TESCO
05.2014 - 02.2015

Technical Support Engineer

Hewlett Packard, HP
06.2013 - 05.2014

BE -

VTU, SRI VENKATESHWARA COLLEGE OF ENGINEERING

12th board -

Central board of secondary education (CBSE), CENTRAL ACADEMY

10th -

Central board of secondary education (CBSE), MILLIA CONVENT ENGLISH SCHOOL

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