Muthanna Ballaranda Poonacha
Begaluru
Summary
Self-motivated, detail oriented, hard-working professional, function well both independently and as a team member. Adapt easily to new concepts and responsibilities. Ability to multitask in a busy environment. I’m looking to secure a professional position in the field of Service Management by contributing my acquired skills and academic background.
Overview
10
10
years of professional experience
Work History
Delivery Associate
Unisys India Pvt Ltd
Bengaluru
04.2019 - Current
- Documented & Tracked all the product & service request in the service management system, to assist various Orders.
- Receive Quotes from the SADC team for Order Process & validate if it meets all the required criteria.
- Creation of orders using company specific tools, & created manual order for high priority work.
- Develop opportunities to eliminate the manual touches /Failures through RPA & Process changes.
- Plan, monitor and manage operations of receipt, storage, stock verification, inventory control & dispatches, maintained up-to-date information.
- Discussed assessment protocols for evaluation and improvement & Maintained organizational standards of satisfaction, quality, and performance.
- Track & trace the Orders placed to ensure on-time delivery & Work closely with UPS Team ensure misrouted orders are rerouted.
- Handled day-to-day running of Model, ensuring high levels of productivity and progression.
- Analyze data to identify problematic areas and suggest improvements.
- Provide inter-departmental collaboration by escalating unresolved issues to appropriate support functions.
- Implemented process improvements to streamline operations and improve efficiency.
- Managed escalations from clients regarding service delivery issues.
- Maintained records of customer interactions and transactions using CRM software.
- Identified potential areas of improvement within service delivery processes.
- Created reports on service delivery performance metrics for management review.
- Worked with the interdepartmental managers to identify risks and opportunities across multiple projects within the department.
Service Desk Specialist
Xerox India Pvt ltd
Bengaluru
06.2014 - 04.2019
- Received the tickets from the clients & Validated/Verified Problems in the client’s machine.
- Update the required field values in the ITT conclusion & Check if the parts have to be replaced.
- If required, Ordered the parts and make sure the client receives the parts in 4-5 working days by keeping track of the ordered part.
- Track the parts ordered in the CTT tool & contact the customers to ensure that the parts has been received.
- For technical failures escalate the issues to service controllers to ensure that there are no delays in the process.
- Provided technical support by troubleshooting hardware remotely and guiding client through corrective steps
- Track & Trace the flow of materials/ spare parts from the start till it reaches the end customer for better customer satisfaction
- Provided technical support to end-users via phone, email, and remote access.
- Reported incidents that require escalation to higher level teams or management.
- Assisted in the testing of new applications before they are released into production.
- Coordinated with vendors for the procurement of hardware or software products.
- Analyzed data trends to identify areas where improvements can be made in service delivery.
- Resolved customer inquiries in a timely manner while ensuring customer satisfaction.
- Developed training materials to help end-users better understand IT services.
Education
Bachelor of Engineering - Mechanical Engineering
Vidyavardhaka College of Engineering
Mysore06-2012
Skills
- Penetration Testing & Ethical Hacking
- Vulnerability Assessment
- Cryptography & Secure Communication
- Malware Analysis & Prevention
- Tools: Nmap, Wireshark, Metasploit, Nessus, Burp Suite, Snort, Splunk
- OS: Kali Linux, Windows, Ubuntu
Adequate computer skills to function in a professional environment
Good knowledge in ESAP, ERP, ECC, Click Software, CRM, ServiceNow, Salesforce
Proficient in MS Outlook, MS Word and MS Excel spreadsheets
Initiatives
- Worked in Automation of internal CRM tool called Click, monitored from developing stage to Production stage.
- Worked on transition of project from SRMS to Service now.
- Participated in the trainee program for another CRM -SERVICE NOW tool.
- Worked on ORT Testing on sales force.
Languages
English
First Language
Kannada
Proficient (C2)
C2
Accomplishments
- Received R&R for excellent performance for the year 2021-2022
Software
Cyber security
Linux Fundamentals
Linux Administration
Certification
- Completed my training in Cyber security from edureka.
- Completed my training in Linux Fundamentals.
- Completed my training in Linux Administration.
- Pursuing my Certificate for Basic Python.
Timeline
Delivery Associate
Unisys India Pvt Ltd
04.2019 - Current
Service Desk Specialist
Xerox India Pvt ltd
06.2014 - 04.2019
Bachelor of Engineering - Mechanical Engineering
Vidyavardhaka College of Engineering
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