Prem S
Chennai
Summary
Dynamic IT leader with 4.4 years at HCL Technologies, excelling in SLA management and customer satisfaction. Proven in enhancing service desk efficiency and team morale through strategic initiatives. Skilled in leadership and technical troubleshooting, driving exceptional customer experiences and operational improvements. Passionate about coaching and mentoring, fostering a collaborative and high-performing team environment.
Overview
4
4
years of professional experience
Work History
Senior Analyst
HCL Technologies
Chennai
02.2021 - Current
- Highly motivated and experienced IT leader with 4 years of experience managing service desk teams, driving IT service excellence, and delivering exceptional customer experiences.
- Service Level Agreement (SLA) Management, FCR, AHT, CSAT, ASA and resolution time.
- Proven track record of improving service desk efficiency, reducing incidents, and increasing customer satisfaction.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Implemented team-building initiatives and recognition programs, resulting in improved team morale and engagement.
Education
Bachelor of Engineering - Biomedical Engineering
Alpha College of Engineering
Chennai, 11712.2020
Skills
- Leadership and Team Management
- Problem-Solving and Analytical
- Coaching and Mentoring
- Service Level Agreement (SLA) Management
- Metrics and Reporting
- Security and Compliance
- Communication and Interpersonal
- Customer Service
- Conflict Resolution
- Technical Troubleshooting
- Customer satisfaction analysis
- Data analysis
- Data modeling
Technical Tools Hands-on
- Service snow
- Aceyus
- Tableau
- Grid space
- Nice Engage
- Remote desktop
- Virtual machine maintenance
- Track-wise
- Skynet
- Microsoft apps
- Power BI
- Software deployment - Chimera
Timeline
Senior Analyst
HCL Technologies
02.2021 - Current
Bachelor of Engineering - Biomedical Engineering
Alpha College of Engineering
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