PRITAM DATTA GADE
Navi Mumbai
Summary
Dynamic Help Desk Manager with a proven track record at CGB Solution Pvt Ltd., excelling in incident management and team leadership. Adept at establishing performance metrics and enhancing customer service, I drive operational excellence and foster strong client relationships, consistently meeting service level agreements and optimizing team performance.
Overview
20
20
years of professional experience
Work History
Help Desk Manager
CGB Solution Pvt Ltd.
05.2021 - Current
- Manage and lead a team of help desk technicians, ensuring the highest level of technical support and customer service
- Establish performance goals, metrics, and tracks service level agreements (SLAs) to ensure team meets or exceeds expectations.
- Develop and implement training programs to enhance the team's skills and knowledge base.
- Collaborate with other IT teams and departments to optimize.
Event Manager
E-World Entertainment Events & More
12.2017 - 05.2019
- Effectively lead, coach, and develop a large work team to accomplish operational objectives.
- Identify and resolve operational, manufacturing, and maintenance problems within the deadlines.
- Plan workflow, manage multiple priorities, and meet daily production targets while consistently reducing downtime.
- Efficiently set and control operational budgets.
Productive L2 Quality
WIPRO LTD.
09.2005 - 12.2017
- Joint Wipro as associate and within 2 years became Productive L2 for Adjustment Process
- Work as a quality auditor for new hire team & PNO2 team
- Work as an OJT for up training batches for Adjustment queue
- Provide floor support in absence of SME in team
- Part of Team RTA (Real Time Analysist)
Education
Graduation -
Mumbai University
01.2004
HSC -
Mumbai University
01.2001
SSC -
Shreerang Vidyalaya
01.1998
Skills
- Incident management
- Service level agreements
- Team leadership
- Performance metrics
- Customer service
- Troubleshooting skills
- Operational planning
- Client relationship management
- SLA management
- Escalation handling
Extracurricular Activities
Got A Grade in Government Certified exam for English Typing held by Maharashtra State Bureau of Examination. Have done Su-Jok Therapy from Indian Institute of Alternative Medicine & Clinical Research Affiliated to Open International University for complementary Medicine (Sri Lanka). Successfully completed Advance Photography and Video shooting course from National Institute of Photography.
Languages
- English - Hindi - Marathi
Personal Information
- Date of Birth: 09/14/82
- Nationality: Indian
- Marital Status: Married
Timeline
Help Desk Manager
CGB Solution Pvt Ltd.
05.2021 - Current
Event Manager
E-World Entertainment Events & More
12.2017 - 05.2019
Productive L2 Quality
WIPRO LTD.
09.2005 - 12.2017
Graduation -
Mumbai University
HSC -
Mumbai University
SSC -
Shreerang Vidyalaya
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