PRAVIN PATOLE

Key Domain Experience : Provide technical support for IT Services and Operation.

Key Responsibilities :

Ensure motivation of staff.

Monitor and measure staff performance in line with company targets and performance standards. Timely identify and address gaps in performance or quality.

Produce accurate reports on team performance for senior managers. Providing product training to partners and corporate users.

Promptly answer escalation calls and provide updates on unresolved issues to the client

Timely follow up with team and other departments on escalated issue and Turn around tense situations with irate customers into positive outcomes. Identify research & resolve customer issues via phone, e-mail, and Ticketing Tools.

Monitoring Incidents, resolving the case in each amount of time. Performing email monitoring for various server applications. Monitor Bill run and inform to application team if it gets failed

Prepare dashboards as per the customer's requirement. Ticket resolution – Resolution of tickets raised by customers using different tools.

Tools hands on - SNOW , NGBSS , BDI , BT (NG\OR Autofix, WAS

Key Accomplishments:

Instrumental in introduction and implementation of BT Incidents that belong to different BT Line of Business (LOB) & prepare various types of reports based on the incident priorities (P1 and P2). Incident Management Handling was done using WAS application. Handling service requests & incidents via Service Now and provide a resolution within given SLA. This resulted in customer satisfaction and received several appreciation emails.

Initiated and introduced a common comms channel, to update technical information that also improved OOH Support, and was greatly appreciated by higher management.

Training provided to internal staff to increase the performance of process resulted growth in Operation MGMT.

Handled the day-to-day inventory managed the inward/outward goods.

In the absence of a Team Leader handling the team to ensure smooth continuity of operations

Prepared roster for the shift

Task identification and allocation to team members for optimum utilization of team

Problem-solving and query handling for team