Nandan Gaitonde

Job Profile :

Handling user incidents, workorders and tasks created via ITSM (IT Service Management) and SMART IT troubleshooting various outlook, calendar, skype for business issues. Soft deleting and blocking, spam and phishing emails from Exchange online protection (EOP). Assisting in migrating user mailboxes and shared mailboxes from on premises to online (Office 365). Monitoring the various alerts in the production, development and acceptance environments on exchange and Microsoft Teams.

Primary Role :

• Championed a culture of continuous learning and professional development among team members, constantly seeking opportunities for growth.
• Trained junior engineers on standard operating procedures, contributing to a knowledgeable and skilled workforce.
• Leveraged industry best practices when approaching problem-solving situations.

Job Profile :

Creating and modifying distribution lists, modifying shared mailboxes, creating and modifying mail contacts, creating and modifying Skype for Business accounts, configuring skype telephony on Exchange servers and skype for business servers. Performing various operational tasks (OT) such enterprise vault (EV), right fax and critical phone lines (UCB Cares) on microsoft Platforms for business servers. Performing various operational tasks (OT) such enterprise vault (EV), right fax and critical phone lines (UCB Cares) on microsoft Platforms.

Primary Role :

• Assisted in developing strategic plan that aligned co-ordinated with other IT departments.
• Enhanced customer satisfaction with timely and accurate issue resolution.
• Led cross-functional team during outages, by communicating and convincing the service owners
• Collected, arranged, and input information into Teams system.
• Developed effective improvement plans in alignment with goals and specifications.

Job Profile :

Creating user Identity, groups, granting and removing user permissions to and from Folders, Permissioning folders with the requested Read or Read/Write access, setting up sharepoint sites based on user requirement, validating TPRA (Third party) access into company's infra set up.

Primary Role :

• Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
• Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
• Developed comprehensive training materials for new analysts, improving onboarding efficiency.
• Improved team collaboration with Leadership and communication skill's.

Job Profile :

Handling calls, E-mails, Web requests from UCB employees cross the Globe.Assisting them with technical issues concerning their Laptops, Desktops, Printers. Configuring and editing Profiles for Applications such as MS Outlook, MS Lync and Corporate accounts. Also, assisting them with their various UCB applications.

Primary Role :

• Reduced wait times for support by streamlining ticket management processes and prioritizing high-impact issues.
• Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to endusers.
• Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
• Boosted first-call resolution rates by proactively researching common user issues and developing targeted solutions.
• Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
• Maintained detailed documentation for all IT service desk processes and procedures, facilitating knowledge transfer and promoting consistency across support teams.
• Delivered comprehensive training sessions for new IT service desk analysts, ensuring rapid onboarding and adherence to company standards.
• Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users'' workflows.

Worked as Service Desk Analyst for Bank of America Process ( ITO ) between December 2008 to March 2012

Primary Role :

Voice process handling calls from US Based Bank of America Employees. Assisting them with Technical Issues Concerning their Laptops, Desktops, Printers. Configuring Profiles for Applications such as MS Outlook, MS Communicator, Right Fax, Remote Desktop Connection, Setting Up Printers. Installing and troubleshooting microsoft and other bank applications. conferencing calls with the server support team in case servers are down. Contacting the incident management team in case of outage and severity issues.

Job Profile :

• Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users'' workflows.
• Delivered comprehensive training sessions for new IT service desk analysts, ensuring rapid onboarding and adherence to company standards.
• Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
• Assisted in the development of IT service desk policies, ensuring compliance with industry standards and regulations while maintaining a focus on providing excellent customer service.
• Reduced wait times for support by streamlining ticket management processes and prioritizing high-impact issues.
• Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to endusers.
• Boosted first-call resolution rates by proactively researching common user issues and developing targeted solutions.
• Maintained detailed documentation for all IT service desk processes and procedures, facilitating knowledge transfer and promoting consistency across support teams.

Worked as a Process Developer for Thought Focus Technologies Ltd. ( KPO )

Job Profile :

Semi-Voice Process Determining Severity of a Property if affected by Flood.

An order is placed by the Client to determine how severely a property may be affected in a Possible Flood Situation. Locate the Property Aerially using Google Maps, Google Earth. Confirm the Property Located is the Correct using the Assessors Website (Tax Maps). Overlay and Analyze the Property with FEMA Flood Forecast (Similar to the Weather Forecast) Website. Client takes back the Order for further Processing a Flood Insurance Certificate for the Property.

Primary Role :

• Managed escalated customer orders to meet aggressive deadlines and special orders.
• Performed opening and closing procedures to keep operations running smoothly.
• Presented process improvement plans and new process proposals to committee.