Naveen Jain

• Led a team of OSTS to successfully deliver high-quality projects on time and within budget constraints.
• Managed vendor relationships, resulting in streamlined communication, timely delivery of services, and cost savings.
• Mentored junior through regular 1-on-1 meetings, providing guidance on best practices, coding standards, and career growth opportunities.
• Boosted team productivity by implementing automated process that reduced manual testing efforts and increased overall code quality.
• Championed the adoption of cloud-based technologies to scale applications efficiently while maintaining security compliance standards.
• Facilitated knowledge sharing sessions within the technical team to improve skillsets and encourage innovative solution development.
• Investigated system issues and implemented resolutions to reduce downtime.
• Supervised architecture, design and implementation of company-wide platforms and applications.

• Revamp RST Tool on Powershell with more functionality Highest ticket closure, NPS and CSAT in month of Jan, Feb, Mar, Apr, May, June 2023
• SME for Teams EV for all region in Remote support team
• Job Responsibilities:
• Mentor and supervise junior analysts and assist in training of new analysts
• Manage content in the Knowledge Management system
• Software/Fileshare accesses via AD , Azure AD and user account management
• Providing support to end users on O365 Apps, guiding how to get best out of them and troubleshoot issues
• Ensure requests and incidents are accurately responded and managed in a timely manner, in line with agreed SLA
• Act as a point of contact for colleagues escalated issues through calls, chat, emails and self-service portal
• Oncall support for critical incidents outside of normal business hours and emergency situations as part of BCP
• Provided VIP support to selective customers as per SLA and agreement

• Rewarded with 250$ Spot award for COVID-19 Extraordinary support and Business Continuity
• Rewarded with 1000$ Exceptional recognition
• Rewarded with 150$ Spot award for Consistence performance in
• Operations and Projects
• Collaborated with cross-functional teams to define product requirements and deliver innovative technology solutions on time and within budget.
• Provided technical support to clients, troubleshooting issues promptly and effectively resolving complex problems.
• Led training sessions for new team members on company-specific tools and technologies, accelerating their onboarding process.
• Evaluated hardware, software and new technology to make purchase recommendations.
• Configured and tested new software and hardware.
• Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.

• Improved security measures by conducting vulnerability assessments and applying necessary patches.
• Collaborated with IT team to develop and implement comprehensive disaster recovery plans, ensuring minimal data loss during critical incidents.
• Streamlined network operations by automating routine tasks using advanced scripting techniques.
• Enabled smooth transitions during hardware and software upgrades, minimizing disruptions to endusers.
• Supported the implementation of new technologies by providing technical expertise and training to colleagues as needed.
• Simplified troubleshooting processes by creating detailed documentation for system configurations, procedures, and best practices.
• Ensured optimal system availability by managing backup schedules and verifying successful completion of backups regularly.
• Contributed to cost-saving initiatives by analyzing resource usage trends and recommending infrastructure adjustments accordingly.
• Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
• Provisioned new software and hardware for use, following established security policies.
• Managed onboarding and offboarding of employees.

Client - Aon

• Enhanced system performance by troubleshooting and resolving software, hardware, and network issues.
• Streamlined IT support processes for quicker response times and improved user satisfaction.
• Deployed and maintained desktop systems to ensure optimal functionality and minimize downtime.
• Provided comprehensive technical support for users, addressing various issues related to computer systems, peripherals, and applications.
• Collaborated with the IT team on network infrastructure improvements, resulting in reduced service interruptions.
• Implemented proactive maintenance plans for desktop systems to prevent potential problems and extend equipment life.
• Optimized PC performance through regular updates, patches, and system upgrades.
• Assisted in the planning and execution of office relocations, ensuring minimal disruption to business operations during the transition period.
• Managed inventory of IT assets including hardware components and software licenses to maintain accurate records and ensure compliance with company policies.
• Supported remote employees by setting up secure VPN access points that enabled them to work efficiently from offsite locations.
• Configured hardware, devices, and software to set up work stations for employees.

• Install/Move/Add/Change/Decomission support for IT equipment (PCs, Laptops, Printers, Servers)
• Support and advice for facilities management/office services regarding office move planning
• Support Hardware asset Management/tracking/auditing for device not connected to the network

• Analyze and resolve hardware/software/applications related problems onsite or remote operational mode
• Conducted service calls, preventative maintenance, and installed new equipment configurations
• Managing high priority operational/production issues like MUI (Multi user Incidents)
• IT assets Management like Laptop and other assets issuance and surrenders or movement in/out from building
• Proactive work on Non-Compliant machines, work on Proactive and Reactive solutions through tool based data
• Knowledge on MS Outlook, SCCM, WDS, MDT, EPO, Drive Encryption, Antivirus Tool, Cisco VPN Installation and configuration of Network Printer
• Efficient to use Ticketing tool like Service now