Prince Chaudhary
Noida
Summary
Dynamic Service Delivery Lead with 6+ years of experience, driving excellence in client satisfaction, leading high-performing teams, optimizing processes, and spearheading continuous improvements for superior service outcomes.
Overview
8
8
years of professional experience
Work History
LEAD CONSULTANT
MAGIC SOFTWARES
NOIDA
11.2022 - Current
- Managing team of 10+ team members and working as Team Lead
- Responsible for Team Management and Production Support Operations
- Responsible for alerts, escalations, communication and queries from client
- Responsible for Escalated Issues and taking Complete Ownership to drive it to resolution
- Handling and Managing Tickets over ServiceNow and JIRA
- Working and Coordinating with Development and Engineering Team whenever needed or required
- Managing Service Tickets and Requests and also ensuring SOP's and Process followed consistently
- Preparing and Sharing WSR(Weekly status Report) and Audit Analysis Report with Client on regular basis
- Preparing SOP's, Process documents and Knowledge Base Articles as per new process Implementation or whenever needed
- Handling and Providing Support regarding multiple Applications and Platforms
- Responsible for Team Roaster and providing 24
- 7 Support to end users
- Hands on Experience on SQL and executing queries on regular basis as per requirement
- Experience in Problem and Incident Management
Senior Associate-IT Ops Services
Coforge
10.2022 - 11.2022
- Responsible for handling customers and created incidents
- Responsible for providing best solution to client as per SLA.
Specialist
HCL Technologies
NOIDA
12.2020 - 10.2022
- Managing team of 20+ team members and working as Shift Lead
- Responsible for team management and support ( team queries and team training )
- Weekly review with client in terms of team performance and new process implementation
- Helping Users in creating SharePoint Site and Groups, Outlook email forwarding, Syncing OneDrive, Microsoft Excel add-Ins
- Handling Escalated Microsoft O365 tickets along with other issues related to system.
IT Service Desk Analyst
Collabera Technologies - (HCL, Ascension)
06.2020 - 12.2020
- Provide L1 support in ascension project as an associate
- Hands on experience in service now and supported tools
- Working in ascension project ( US based healthcare organization)
- Responsible for handling customers and created incidents
- Responsible for provide best solution to client as per SLA
System Engineer
12.2019 - 05.2020
- Hardware and software: Installing, configuring, and upgrading software and hardware.
- Networking: Assisting with network failures.
- User support: Responding to user inquiries, providing step-by-step instructions, and guiding users.
- Training: Providing training and education to end users.
- Equipment: Preparing and installing equipment for new and existing employees.
- Meeting rooms: Providing support for meeting rooms, including high-end AV solutions and printers.
- Inventory: Maintaining an inventory of equipment, software, and license users.
- Knowledge management: Recording technical issues and solutions in a knowledge management system.
Service Manager
Nexa Workshop-Okhla
03.2018 - 11.2019
- Responsible for issues related to MS office, excel, DMS and ERP software's
- Responsible for maintaining hardware troubleshooting log and submitting a summary report to management each week
- Responsible for cataloging all hardware issues and reporting
- Responsible for computer assembling
- Configuration of switches, routers, Wi-Fi controllers
- Monitoring and providing access to Wi-Fi with MAC filtering
- Train the new trainees in the MIS department
- Solving the technical issues of the employees
- Coordinating System/ Requirement Analysis for understanding client {internal/ external} business processes and mapping them to required framework standards
- Interacting and building relationships with employees for addressing challenging issues
- Carefully assessing the software environments and examining the level of risk that they can pose to the network systems of the organization.
Practical Trainee
Vivo Mobile India Pvt. Ltd.
03.2017 - 12.2017
- Coordinate with Material and Production Teams for regular availability of material on production lines for smooth running of production
- Coordinate with sub departments of production and analyze their reports for reduce material wastage and increase productivity of production lines
- Controlling of SKD (semi knock down) and CKD (complete knock down) plan for production
- Strong understanding of entire flow of raw material to finished
- Work on ERP (Enterprises Resource Planning) Make daily Material transaction summary
- Ability of flexible in a dynamic work environment
- Working knowledge of ERP principles and materials management
- Work on MES (manufacturing execution system) for generating WIP (work in process) reports of materials on Production floor
- Audit production floors and sub departments for inventory and for control material wastage over production lines
- Work on WIP (work in process) CONTROL Project for reducing material wastage of whole production and Increase Productivity of lines
- Perform various audit tasks to check security checks and Scraps for controlling wastage of material
- Performs physical counts of raw material and work in process (WIP) inventory, identifying and solving inventory variances
- Verification of material availability
Education
GLBITM (B.Tech-MECH) AKTU
01.2017
Certificate, Science -
AKTU
01.2017
Certificate, C.B.S.E -
Maharishi vidya mandir, Noida
01.2011
Skills
- MS OFFICE O365
- SERVICENOW
- ACTIVE DIRECTORY
- PROJECT MANAGEMENT
- INCIDENT MANAGEMENT
- CHANGE MANAGEMENT
- POWERBI & ECHI
- BOMGAR
- JIRA
- SERVICE DELIVERY
- SERVICE LEVEL AGREEMENTS
- PRODUCTIVITY IMPROVEMENT
- RACI MATRIX
- CUSTOMER SATISFACTION
Timeline
LEAD CONSULTANT
MAGIC SOFTWARES
11.2022 - Current
Senior Associate-IT Ops Services
Coforge
10.2022 - 11.2022
Specialist
HCL Technologies
12.2020 - 10.2022
IT Service Desk Analyst
Collabera Technologies - (HCL, Ascension)
06.2020 - 12.2020
System Engineer
12.2019 - 05.2020
Service Manager
Nexa Workshop-Okhla
03.2018 - 11.2019
Practical Trainee
Vivo Mobile India Pvt. Ltd.
03.2017 - 12.2017
GLBITM (B.Tech-MECH) AKTU
Certificate, Science -
AKTU
Certificate, C.B.S.E -
Maharishi vidya mandir, Noida
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