Robin Thomas

• Coordinate project renewal activities
• Tracking all the projects from ccw
• Making sure that projects are renewed before expiry of current contract
• Raising Monthly invoices for the project
• Act as the point of contact and communicate project status to all participants
• Work with the Project Manager to eliminate blockers
• Maintain project documentation, plans and reports
• Preparing renewal SOWs, pricing sheets, margin sheets, and other docs.
• Improved customer satisfaction by addressing and resolving complaints promptly.
• Developed strong working relationships with staff, fostering a positive work environment.
• Monitored sales trends to adjust pricing strategies for optimal profitability.
• Negotiated with suppliers to secure better pricing, reducing operational costs.
• Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.

Client: Walmart, CreditOne, Palo_Alto, BT_Nestle

• Coordinate project management activities, resources, equipment and information
• Allocate resource on the project as per the requirements
• Make sure that clients’ needs are met as projects evolve
• Help prepare revenue forecast for the project
• Raising Monthly invoices for the project
• Analyze risks and opportunities
• Monitor project progress and handle any issues that arise
• Act as the point of contact and communicate project status to all participants
• Work with the Project Manager to eliminate blockers
• Use tools to monitor working hours, plans and expenditures
• Approving of timesheets for the employees using relevant tracking tool
• Maintain comprehensive project documentation, plans and reports
• Working with recruitment team to have the RRF raised and get the proper resource hired as per the requirement
• Working with the Hr team to get the candidate on boarded
• Allocating the project to the candidate to have their efforts tracked under the customer project
• Managing total of 3 Major accounts which has 8 Projects inside
• With approximately having 12 reportees working both in India and U.S business domain.

Client: CONVERGEONE

• Responsible for overseeing day-to-day operations of team, distributing workload evenly amongst staff and making sure motivation and performance levels are maintained
• Allocating daily jobs and workloads
• Training new team members
• Acting as resource for other staff members
• Managing team performance and progress
• Enforcing all company approved policies and procedures
• Constantly looking for ways to improve processes
• Monitoring performance of junior staff
• Implementing new initiatives and making sure all staff understand them
• Taking action to correct and staff shortcomings
• Managing and monitoring staff attendance
• Giving prompt and accurate information on individual staff member performance
• Attending and participating in team meetings
• Ensuring clean, safe and friendly working environment
• Reporting to senior managers
• Alert Management
• Monitoring Devices and sending Notification to Customer about device via email
• Escalating to appropriate team to provide resolution
• SLA adherence by timely follow up with concern team and customer
• People Management
• Coordinating with customer to provide important details and communication
• Providing training to team with respect to new addition in team
• Providing process knowledge to team as when required
• Preparing KPI of team members
• Roster planning
• Sharing feedback to team members as when required as per process
• Worked with team to maintain process SLA
• Worked with Team to maintain Resolution Rate
• Providing weekly resolution report to higher authority
• 6 Team members reporting
• Handling escalations
• Implementing changes after discussing with management with respect to process.
• Promoted positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
• Coached team members in techniques necessary to complete job tasks.

Providing support for internal applications

• Providing support for VPN (Sonic wall) connectivity issues for remote users in US
• Creating internal tickets and escalating ticket to next level team accordingly in case of incidents
• Also, provide documentation on daily basis to client over e-mail and phone
• Provided software installation related support user via phone and chat
• Configuration of Outlook using Airwatch / Airwatch boxer on Android, windows and IOS based Smart phones/Tablets
• Hands-on experience and proficiency with toolsets like Microsoft Lync 2015, MacAfee Antivirus, Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, etc)
• Providing user assistance on mobile device management tools like Dell defender (2 factor Authentication) enrolment and Airwatch configurations
• Account/ access provisioning (create/ modify/ delete access request processing) on the following: Microsoft Windows local users & groups; Active Directory (AD) for checking the groups in which users are added into and check for the access levels and guide the users on how to get access on other required groups as per the business requirement
• Incident Management - ServiceNow Remedy
• Monitoring and tracking incidents as tickets, to ensure resolution occurs within customer Service Level Agreement
• Analyze previous IT incidents and Service Desk Data when user contacts back to identify reoccurring issues and recommend measure to prevent reoccurrence (Problem management)
• Responding, resolving and troubleshooting 2nd level Support issues on all IT areas such as desktops/laptops, smart phones and printers, VPN connectivity issues
• Resolve issues / escalate to 2nd level support team.

• Monitoring the applications, which run on a remote server, and ensuring a smooth run
• Creating internal tickets and escalating accordingly in case of incidents
• Also, provide the documentation on a daily basis to the client over e-mail and phone
• Providing support for GSK users based across UK/USA/ASIAPAC and MEASA in IT related queries, ensuring excellent client satisfaction
• Supporting IT infrastructure of a UK based global pharmaceutical company GlaxoSmithKline (GSK)
• Provide hardware / software / network problem diagnosis / resolution via telephone/ chat/email /remote support for various technical issues for B2B clients across the globe ensuring excellent client satisfaction
• Identify, evaluate and prioritize client’s problems and complaints
• Was involved in resolving many network related issue for GSK offshore sites (Wipro, TCS, Genpact etc)
• Acted as the first level support team for them across applications which include: SAP (BASIS, UNISON, BISON, and CERPS), Agile, IJSFA, SalesForce, SharePoint and e-Learning
• Provided some appreciating support for many global applications like Lotus NOTES, CISCO and Juniper VPN (Junos Pulse)
• RSA Authentication Manager SecurID Account Administration
• Configuration of Outlook on Android, IOS, and Blackberry based Smart phones/Tablets
• Hands-on experience and proficiency with toolsets like Microsoft Lync 2013, Symantec Antivirus, Symantec End point protection, Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, etc)
• Providing the user assistance on mobile device management tools like InTune, ping ID enrolment and Airwatch configurations
• Account/ access provisioning (create/ modify/ delete access request processing) on the following: Microsoft Windows local users & groups; Active Directory (AD) for checking the groups in which users are added into and check for the access levels
• Exchange mailboxes; AS-400 users (Password reset and configuration)
• BPCS (an ERP App) Password reset and configuration
• Incident Management - BMC Remedy
• Monitoring and tracking incidents as tickets, to ensure resolution occurs within the customer Service Level Agreement
• Perform incident notification and escalation to ensure problems/request/issues are communicated effectively and receive proper management attention
• Analyze IT incidents and Service Desk Data to identify reoccurring issues and recommend measure to prevent reoccurrence (Problem management)
• Responding, resolving and troubleshooting 2nd level Support issues on all IT areas such as desktops/laptops, smart phones and printers, VPN connectivity issues
• Resolve issues / escalate to the 2nd level support team.

• Provisioning of services required by the customer and maintain the quality of the same
• Providing the troubleshooting steps when customers are not able to connect to the internet through their devices
• Escalate the cases wherein customers are not getting proper resolution and also doing a regular follow up on the same.
• Managed high call volumes while maintaining composure and professionalism under pressure

• Provisioning of services required by the customer and to maintain the quality of the same
• Worked as a Nodal Officer in the same Organization where my job was to solve escalated cases and fulfill the requirements of the customers of pan India
• Validate the customers address proof and ID proof and run a check on them to see if they are pass or fail before provisioning of the services
• Worked as parallel auditor to maintain overall quality of the team and giving feedback to the team members to avoid such errors in future
• Also, has done technical troubleshooting of the modems on cal wherever it was required so that the customers are able to use internet services effectively.

• Taking marketing survey audio’s and converting them into readable word document in English.

• Booking products and getting delivered it to the customer at preferred time given by the customer
• Managed a team of 10 members for the quality and Support delivered by the organization.