Summary
Overview
Work History
Education
Skills
Software
Accomplishments
Certification
Timeline
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Prajwal V

Prajwal V

DAAS Operations Administration And Management
Bengaluru

Summary

Competent professional with overall 6 years experience in IT sector with below expertise Stakeholder, multi-vendor and Team management Process Management Operations Management Quality Assurance Team building and Leadership Hardworking Project Lead with an exceptional commitment to exceeding client expectations. Engaging and friendly to manage work quality, key milestones and deliverables.

Overview

7
7
years of professional experience
4
4
years of post-secondary education
3
3
Certifications

Work History

HP
04.2021 - Current
  • L2 DAAS Operations Administration and Management, Managing end to end DAAS[Device as a Service],Swivel service desk and contractual hub projects administration for multiple MNC globally
  • Empowering the organization to extract accountable value from stakeholder management
  • Engaging with Stake holders [Internal and External] and partners to create and streamline SOP
  • L2 point of contact to provide guidance and workaround solutions for any product related outages elevated by regional or overseas teams
  • Escalation point of contact for [Internal and external] customer and stakeholders
  • Observe, track and report trends by administering SLA of PC Refresh contracts, Autopilot registration & deregistration process, CTR, Techpulse and various carepack contracts
  • Mentoring Team and onsite Engineers to deliver service excellence
  • Expertise:
  • Stakeholder, multi-vendor and Team management
  • Strong sense of delivery under “Tightly Timed” task delivery assignments
  • Active demonstration of Self-time and task managemet
  • Strong interpersonal and communication skills
  • Strong Coaching and Feedback skills
  • Strong Excel and presentation skills

Technical Consultant

HP
03.2020 - 04.2021
  • Providing Technical resolution to Premium customer/partner/supplier queries
  • Observe, track and report trends by capturing product issues Work With L2 and L3 to update user guide or release new driver
  • SME for Premium and gaming products [HP Omen]
  • Prajwal V - page 1
  • Ensuring SLA target met

Escalation Specialist

HP
01.2018 - 02.2020
  • Handling escalation of Multiple Channels [Retail Escalations , ECR, SoMe ] to drive customer satisfaction and future Intervention for Premium Customers
  • Led Project RPS [ Dispatch FTF ,NMU, SBD] Data analysis of Support operations to ensure quality
  • Standards
  • Working with cross-funtional teams to covert data to actionable insights

Case Manager

HP
09.2016 - 01.2018
  • Understanding customer/Business requirement and using analytical skills to understand depth of customer problems
  • Strategically approach for deep technical root cause analysis and providing technical/functional/ process/software solution
  • Responsible for technical specification creation based on business requirement
  • Responsible for test data/script creation and test script analysis[IDR]
  • Collaborating with cross-functional teams for building / testing driver/software updates and releasing a new driver/software
  • Worked on Quality Data Analysis[QDA] and worked as SME for premium products
  • Interact with clients on a regular basis through video conference / telecommunication/email/chat to understand client process and business problem
  • Single handedly managed E2E support and solutions to premium customers in Singapore , Malaysia
  • Philippines , Australia , New-Zealand , Papua New Guinea , Fiji , Vanuatu , Solomon Island and Cook
  • Island
  • Ensuring effortless customer experience
  • Working with TCO on case analysis and to seek feedback to identify areas of improvement
  • Seeking information/ideas/establishes relationship with Client to assess any future opportunities for additional business
  • NMU management

Education

Bachelor's degree - Electrical, Electronics and Communications Engineering

SJB Institute of Technology
01.2012 - 04.2016

Skills

    Project Management

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Software

CRM

ITSM

S4 SAP Hana

Active Directory

Network Access control

Citrix Workspace

VMware Workspace one

MS office Suite

Microsoft autopilot partner centre

Micorosft Intune

WWCOA

Accomplishments

  • Used Microsoft Excel/Power BI to develop KPI and KRA reports for different accounts, Team Performance and metrics reports
  • Documented and resolved process and technical roadblocks which led to creating a SOP.
  • Achieved SLA and SLO by supervising project with accuracy and efficiency.
  • Resolved product issue through testing.
  • Supervised team of 28 staff members.
  • Consistently won awards for 6 quarters in the last two years for best performance
  • Implemented S4 integration drive for CC DAAS Bengaluru.

Certification

Artificial Intelligence and Data Analysis

Timeline

HP
04.2021 - Current

Technical Consultant

HP
03.2020 - 04.2021

Escalation Specialist

HP
01.2018 - 02.2020

Case Manager

HP
09.2016 - 01.2018

Bachelor's degree - Electrical, Electronics and Communications Engineering

SJB Institute of Technology
01.2012 - 04.2016

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Prajwal VDAAS Operations Administration And Management