Nahush Kate
Pune
Summary
Dynamic Support Operations Analyst with a proven track record at Veritas, excelling in workforce management and performance reporting. Adept at utilizing Excel and Power BI for insightful analysis, while fostering collaboration with cross-functional teams to enhance customer satisfaction. Recognized for optimizing scheduling processes and ensuring seamless case transfers, driving operational efficiency.
Overview
4
4
years of professional experience
Work History
Support Operations Analyst
Veritas (Now Part of Cohesity)
Pune
09.2023 - Current
- Responsible for rostering and overseeing the day-to-day operations to ensure smooth business continuity.
- Effectively managed team scheduling, including handling shift rotations and break allocations.
- Monitored and managed team shrinkage to maintain workforce efficiency.
- Prepared and analyzed daily shift-wise reports using Excel and Power BI for performance and operational insights.
- Collaborated closely with Critical Escalation Managers and Customer Success Managers to deliver prompt and efficient customer support.
- Handled escalation emails with professionalism, ensuring timely resolution and customer satisfaction.
- Managed FTS (First Time Support) handoffs and cold handoffs to ensure seamless case transfers between teams.
- Contributed to intra-team forecasting for workload distribution and resource planning.
- Generated and shared comprehensive day-end reports summarizing team performance and operational updates.
- Efficiently assigned technical cases to engineers while maintaining SLA commitments and service level targets.
Work Force Management
Concentrix
05.2022 - 09.2023
- Responsible for Offer to Forecast (OTF), Numerical Schedule Forecast (NSF) and O/U's interval wise Planning.
- Maintaining the service level, staffing and shrinkage for each program by coordinating with the WFM manager.
- Support the existing leave management process and ensuring that the schedules are updated on the tool accordingly.
- Responsible to schedule lobs including analyzing Break planning for each Lob.
- Creating and publishing hourly, daily, weekly, and monthly reports.
IT- Support
Concentrix
06.2021 - 05.2022
- Daily interaction with customers to provide and processes resolution based on tickets in response to inquiries, and requests about products and services.
- Guided the clients via remote session as well as remote access to troubleshoot their device and provided the end user training and assistance where required in a timely and accurate fashion.
- Placed software and hardware into production by loading software into computer, entered necessary commands.
- Improved the system performance for clients by identifying problems and recommending the changes.
- Installed, diagnosed, repaired, maintained, and upgraded all the hardware and equipment while ensuring optimal workstation performance.
Education
Bachelor's - Computer Applications
Sinhagad College of Science
Pune01.2020
H.S.C -
G.H. Raisoni
01.2014
Skills
- Workforce management
- Performance reporting
- Team scheduling
- Forecasting
- Excel reporting
- Power BI
- Resource planning
- Forecasting skills
- Workflow optimization
- Hands on Experience of Microsoft 365
- Installation of ADDS Roles and Features
- DHCP Scopes, DNS, Disk Management, Group Policy
- Windows Deployment Service, Installation of the printer
- Operating Virtual Machine, Troubleshooting Virtual Machine
- IP Services- IPv4, IPv6, DHCP, DNS
- Assembling Windows operating system installation
- Driver's installation and Assembling and Dis-assembling computer
Languages
- English
- Hindi
- Marathi
Timeline
Support Operations Analyst
Veritas (Now Part of Cohesity)
09.2023 - Current
Work Force Management
Concentrix
05.2022 - 09.2023
IT- Support
Concentrix
06.2021 - 05.2022
Bachelor's - Computer Applications
Sinhagad College of Science
H.S.C -
G.H. Raisoni
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