Sachin Dsouza
Bangalore
Summary
Versatile IT professional with a decade of industry experience, specializing in IT Service desk management. Proven track record of successfully managing IT Service desk operations to enhance overall efficiency and user satisfaction. Seeking an opportunity to contribute my skills to a dynamic IT environment to achieve company goals.
Overview
12
12
years of professional experience
1
1
Certification
Work History
IT Service Desk Manager
HCL Technologies
01.2022 - 07.2024
- Supervised & led IT Helpdesk & EUC Teams of 20+, ensured optimal end user experiences
- Allocated resources & distributed workload appropriately in order to meet SLAs (financial & non-financial)
- Managed work schedules to ensure 100% coverage during the 24/7 support schedule
- Interviewed, hired and trained staff, Lead performance reviews and offered constructive feedback & managed staff movements within the organization
- Maintained team productivity and quality of service by establishing and maintaining clear benchmark
- Identified training needs, knowledge gaps & arranged trainings & refreshers when required
- Maintained accurate knowledgebase, Lesson learnt tracker, CSI tracker & reviewed periodically
- Published metrics like ACD call stats, FCR, ticket backlogs, AHT, Agent login hours, ticket response time, monthly stack ranking etc
- Prepared reports like Ops review, Delivery Effectiveness Index, Business continuity report, team productivity report as requested by the customer & stake holders
- Organized and participated in weekly, monthly, and annual account reviews, Ops reviews, internal enabler meetings, skip-level meetings, and BCP reviews
- Documented minutes and followed up on action items
- Prepared BCP plan & Conducted BCP call tree & simulation tests as and when required & handled BCP/DR situations effectively
- Led Delivery Compliance Risk program & addressed the risks related to delivery, customer, operations & People
- Saved 1.24 million INR by implementing cost-saving initiatives such as people rotation, conversion, seat release & switching vendors etc.
IT Service Desk manager
HCL Technologies
10.2019 - 12.2021
- Managed IT Helpdesk Team
- Maintained effective customer service by responding to service requests quickly to increase FCR by [70] %
- Prepared variety of different written communications, reports and documents
- Created Off boarding & on boarding manual
- Approved timesheets, Leaves, WFH requests
- Allocated resources & distributed workload appropriately in order to meet SLA
- Interviewed, hired and trained staff, Lead performance reviews and offered constructive feedback
- Maintained team productivity and quality of service by establishing and maintaining clear benchmark
- Prepared various reports such as Daily Weekly, monthly & Annual Ops review, productivity report, KPI report requested by the customer & other stake holders time to time
- Ensured that the Service desk KPI & SLAs (financial & non-financial) are achieved
- Maintained lesson learnt tracker & ensured knowledgebase is periodically reviewed & updated
- Successfully completed annual BCP simulation activity and BCP tree tests
- Managed 24/7 Shift continuity of teams based in 2 regions.
Shift lead
HCL Technologies
06.2017 - 09.2019
- Created work schedules for HD staff to ensure 24/7 shift coverage & shift continuity
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills
- Trained and mentored new employees to maximize team performance
- Managed schedules accepted time off requests and found coverage for short shifts
- Acted as a first point of contact for team members for any issues or concerns
- Created and reviewed SOP and KB's periodically
- Handled critical incidents & escalations in an effective manner.
Senior Analyst
HCL Technologies
11.2015 - 05.2017
- Provided IT support over phone, chat & email for various requests & issues such as hardware/software/network/printers/VPN etc
- Logged call tickets, incidents & Service requests & managing the ticket queue
- Contributed towards knowledge base by creating SOPs
- Performed user account management activities such as account unlock, password reset, enabling account
- Escalated issues to relevant support team for issues which are not in scope
- Installed software & processed Joiner/ leaver & product service requests.
Technical Support Officer
Sutherland Global Services
09.2014 - 10.2015
- Provided technical support to a Major Anti-Virus company customers across globe.
Technical Support Officer
Mphasis Limited
05.2013 - 05.2014
- Provided IT Service desk support to one of the largest US Bank employees over call, email & chat.
L2 Tech Support Engineer
Lester Info Services
09.2012 - 04.2013
- Worked as L2 tech support engineer for end customers for their IT support.
Education
Bachelor of Commerce - Accounting & Business studies
Sikkim Manipal University
Mangalore01.2016
Diploma in Hardware & Network - IT Hardware & Networking
IACM
Mangalore01.2011
Skills
- ITIL
- ITSM (oversight)
- Incident Management
- Service Now
- Active directory (User account management)
- Altiris
- Office 365
- Escalation handling
- Reporting & Analysis
- SLA Management
- Service Delivery
- People & vendor management
- Hardware & networking
- IT Asset Management & Procurement
- Ticket Management
- Service Level Management
Certification
ITIL V3
Toolssystemproficiency
- Service Now, BMS remedy, HP Service Center
- Altiris, Bomgar
- Confluence, SharePoint
- Team Viewer, LogMeIn, WebEx
- Avaya, CISCO anywhere
- My Desk (PC build tool)
- Microsoft office O365
- Active directory
- Citrix
- AirWatch (Mobile device management)
Timeline
IT Service Desk Manager
HCL Technologies
01.2022 - 07.2024
IT Service Desk manager
HCL Technologies
10.2019 - 12.2021
Shift lead
HCL Technologies
06.2017 - 09.2019
Senior Analyst
HCL Technologies
11.2015 - 05.2017
Technical Support Officer
Sutherland Global Services
09.2014 - 10.2015
Technical Support Officer
Mphasis Limited
05.2013 - 05.2014
L2 Tech Support Engineer
Lester Info Services
09.2012 - 04.2013
Bachelor of Commerce - Accounting & Business studies
Sikkim Manipal University
Diploma in Hardware & Network - IT Hardware & Networking
IACM
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