Hi, I’m
Raja Maharaja S
Chennai
Summary
To be a part of a Professionally Managed Company with scope for thought-provoking career, opportunity for learning excellence and continuous improvement coupled with growth and individual development.
Experienced IT Service Desk Lead with over 13 years of expertise in managing service desk operations, leading teams, and ensuring high levels of customer satisfaction. Proficient in ticketing systems, remote support tools, and the ITIL framework. Adept at diagnosing and resolving technical issues, developing SOPs, and fostering continuous learning within teams. Seeking to leverage my skills and experience to contribute to the success of World bank Group as a Service Desk Lead.
Overview
13
years of professional experience
1
Language
Work History
HCL Technologies Limited
Service Desk Lead
10.2023 - Current
Job overview
- Managed a team of service desk executives, ensuring prompt responses to inquiries, incidents, and service requests across phone, email, and ticketing systems.
- Assessed, diagnosed, and resolved or escalated technical issues related to hardware, software, and network.
- Developed, maintained, and enforced SOPs and troubleshooting guidelines.
- Provided excellent customer service through mentorship, guiding the team in addressing queries professionally.
- Ensured all actions were documented in the ticketing system for reporting and records.
- Prioritized and oversaw ticket management to meet SLAs and resolution targets.
- Collaborated with internal IT teams, vendors, and third-party providers for enhanced service delivery.
- Communicated effectively with end-users regarding updates and escalations.
- Led user training sessions and created self-help resources to enhance IT literacy.
- Fostered continuous learning within the team and stayed updated on emerging technologies.
- World bank Project
- IT Escalation Handling Experience:
- Efficient Escalation Management: Successfully managed and resolved escalated IT issues, ensuring minimal disruption to business operations. Demonstrated the ability to respond with a high degree of urgency to the needs and requests of others, both internally and externally
- Root Cause Analysis: Conducted thorough root cause analysis for escalations to identify process gaps and propose new ideas or suggestions to bridge these gaps
- Documentation and Reporting: Maintained detailed documentation of escalation cases, including causes, fixes, and lessons learned. Provided regular status reports to management
- Process Improvement: Implemented process improvements to enhance escalation handling efficiency, including updating and creating new SOP documents as per ITIL standards
- Collaboration and Coordination: Worked closely with various teams, including network and IT operations, to resolve escalated issues. Ensured timely updates and communication with stakeholders
- Training and Knowledge Sharing: Conducted training sessions and created documentation to share knowledge and best practices with team members
- Problem Management Experience:
- Problem Identification and Analysis: Successfully identified and analyzed recurring issues, leading to the resolution of critical problems such as external keyboard and mouse detection issues when connected to docking stations
- Collaboration and Coordination: Worked closely with vendors and internal teams to reproduce and resolve issues, ensuring timely updates and communication with stakeholders
- Root Cause Analysis: Conducted thorough root cause analysis for various problems, including network connectivity issues and performance problems, to prevent future occurrences
- Process Improvement: Implemented process improvements to enhance problem management efficiency, including regular follow-ups and reminders to ensure compliance with SLAs
- Documentation and Reporting: Maintained detailed documentation of problem tickets, including causes, fixes, and lessons learned, and provided weekly status reports to management
- Training and Knowledge Sharing: Conducted training sessions and created documentation to share knowledge and best practices with team members
- Knowledge Management Experience:
- Knowledge Asset Management: Possesses a basic understanding of knowledge management concepts to support the KM team in executing tasks related to capturing, accessing, curating, storing, and reusing knowledge. Assisted in tasks involving the application of policies and practices for managing knowledge resources
- Collaboration and Partnerships: Participated in and supported onsite and online meetings with KM team members, users, collaborators, and other stakeholders. Applied leadership skills to develop vision and establish direction for collaboration, partnerships, and knowledge-sharing, including the application of best and innovative practices
- Documentation and Reporting: Maintained detailed documentation of knowledge assets, including causes, fixes, and lessons learned. Provided regular status reports to management
- Process Improvement: Implemented process improvements to enhance knowledge management efficiency, including regular follow-ups and reminders to ensure compliance with SLAs
- Training and Knowledge Sharing: Conducted training sessions and created documentation to share knowledge and best practices with team members
- New Implementations at World Bank
- Phone Sign-In Setup: Implemented Phone Sign-In through the Microsoft Authenticator App to enhance secure access to World Bank Group (WBG) systems. This included setting up the Temporary Access Pass (TAP) for new users
- Temporary Access Pass (TAP): Facilitated the setup of TAP for users to enable secure and temporary access to WBG systems. Ensured users could access their TAP credentials and enable services promptly
- YubiKey Integration: Managed the integration of YubiKey for secure authentication. This included troubleshooting and providing support for users setting up YubiKey to access Virtual Desktop Infrastructure (VDI) and other WBG resources
- Windows 11 Password less Sign-In: Implemented password less sign-in options for Windows 11, including the use of TAP codes and Windows Hello PIN setup
- Company Portal Setup: Configured and supported the setup of the Company Portal on various devices, including Mac, Windows, and iPhone. This involved resolving issues related to accessing the company portal and ensuring seamless integration across different platforms
- OIS Protocols for Video Verification: Implemented OIS protocols to perform video verification before providing TAP. This included validating caller details, ensuring compliance with OIS guidelines, and conducting video verification as required
Infinite Computer Solutions Pvt Ltd
L2 IT Analyst - Service Desk -SERVICE MANAGEMENT
06.2023 - 10.2023
Job overview
- IT Service Desk for Gannett Media Employees
- Identify and diagnose issues and problems
- Categorize and record reported queries and provide solutions
- Support problem identification
- Advise users on appropriate course of action
- Monitor issues from start to resolution
- Escalate, if needed, unresolved problems to a higher level of support
- Provide essential online security advice and support
- Taking care of Major Incidents (P1&P2 tickets) on priority mode.
- Co-ordinating with L3 team and resolving the issue ASAP to maintain the on-call resolution rate.
- Sharing troubleshooting knowledge to the KB team on new issues.
- Assisting with or performing administrative tasks, such as managing and updating service requests, processing new Requests, and tracking inventory.
- Resolving service desk problems and improving service methods to increase the service desk's productivity
- Helping to train new employees in company procedures.
- Delegating and directing service tasks, monitoring the progress of current projects, and managing service team members to ensure the team's objectives are met.
- Gannett Media Corp
- Tools Used: ServiceNow, Salesforce (CRM), ConnectWise, Bomgar, Pulse Secure, Global Connect.
Infinite Computer Solutions
Senior IT Analyst – ITSD – INCIDENT MANAGEMENT
01.2022 - 05.2023
Job overview
- ITSD for VERIZON Employees
- Handling Employees Profile, Account Management, Remote Desktop Support.
- Assigning Incident to the Appropriate team and follow-up and resolve the issue.
- Handling profile security system.
- Handling TIER 2 Incidents.
- Investigate and diagnose Incidents to restore a failed IT Service as quickly as possible
- Resolve Incidents within the specified Service Level Agreements/Operational Level Agreements
- Create and submit knowledge articles
- VERIZON
CSS Corp Pvt Ltd
Team Lead –Technical Support
04.2019 - 01.2022
Job overview
- Oversee the day-to-day operations of the Technical Support Team
- Act as a senior agent who will drive customer satisfaction through customer support
- Provide direct supervision of the technical support staff which may include: recruitment, evaluations, and disciplinary actions
- Act as a mentor and provide oversight, coaching, and training to technical support staff
- Be the point of contact when it comes to technical escalations
- Record and track team SLAs and workflows
- Provide support where needed for both internal and external customers.
- Clearly communicate escalated issues to Tier 3 and product managers as needed
- Manage and report on all incoming technical support inquiries
- On-board all new technical support team members
- Assist in the creation of the team KPIs as well as monitor and report on results
- Be actively involved with the operational delivery and if required for new product and feature release
- Monitor team performance and report on metrics
- Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
- Work to create any relevant support material for the team
- Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents
- Implement any necessary preventive measures to reduce customer faults and issues
- Review all technical support related processes and documentation for continuous improvement
- Assist in the creation and implementation of customer self-service material and tools
- Evaluate and analyze Salesforce case trends to prevent future issues
- Netgear – US
CSS Corp Pvt Ltd
Application Engineer –Technical Support
03.2015 - 04.2019
Job overview
- Research and identify solutions to software and hardware issues
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Ask customers targeted questions to quickly understand the root of the problem
- Track computer system issues through to resolution, within agreed time limits
- Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
- Properly escalate unresolved issues to appropriate internal teams
- Provide prompt and accurate feedback to customers
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure their technical needs are fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes and manuals
- Netgear – US
Sutherland Global Services
Consultant (Technical Support)
09.2014 - 02.2015
Job overview
- Performing analyses on hardware, software, and network capabilities.
- Consulting with management and other departments as required.
- Improving system efficiency by consulting with end-users and providing innovative solutions.
- Analyzing and improving the performance of web-based portals.
- Resolving logged errors, as well as ensuring system security and encryption.
- Documenting processes and monitoring system performance metrics.
- Ensuring that computer hardware remains compatible with software updates.
- Bell - Canada
IV Support Technologies Pvt Ltd
Consultant (Technical Support)
05.2013 - 08.2014
Job overview
- Provide Service Assurance to customers in US with respect to McAfee.
- Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet
- Interact with customers to provide and process information in response to inquiries, concerns, and request about products and services Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
- Accurately process and record call transactions using a computer and designated tracking software
- Offer alternative solutions where appropriate with the objective of retaining customers and client’s business
- Dell - US
Education
Kalsar College of EngineeringIndia
B.E. from Computer Science and Engineering
University Overview
Anna University, Chennai.
Skills
CCNA trained and Done Team management for 15 plus employees
Accomplishments
- Awarded ‘Sales Guru” in CSS Corp on every financial quarter
- Got many clients appreciation for customer handling and technical support
- Awarded “Star Performer” in Gannett Media Pvt Ltd for completing given task on time
- Awarded “Hi-fi” and “Bravo” awards in Verizon for IT service
Training
- CCNA – Routers and Switches Trained
- MS office – Issue Troubleshooting Trained
- Printer Support, Windows Support Trained
Personal Profile
- Nationality: Indian
- Sex: Male
- Marital Status: Married
- Date of Birth: 12/07/1988
Timeline
Service Desk Lead
HCL Technologies Limited
10.2023 - Current
L2 IT Analyst - Service Desk -SERVICE MANAGEMENT
Infinite Computer Solutions Pvt Ltd
06.2023 - 10.2023
Senior IT Analyst – ITSD – INCIDENT MANAGEMENT
Infinite Computer Solutions
01.2022 - 05.2023
Team Lead –Technical Support
CSS Corp Pvt Ltd
04.2019 - 01.2022
Application Engineer –Technical Support
CSS Corp Pvt Ltd
03.2015 - 04.2019
Consultant (Technical Support)
Sutherland Global Services
09.2014 - 02.2015
Consultant (Technical Support)
IV Support Technologies Pvt Ltd
05.2013 - 08.2014
Kalsar College of Engineering
B.E. from Computer Science and Engineering