Sushain Pandita

• Managed schedules, accepted time off requests and found coverage for short shifts.
• Coached team members in techniques necessary to complete job tasks.
• Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
• Developed monthly and daily production output plans to deliver on customer service and financial metrics.
• Directed and supervised team of 20 IAM engineers engaged in Insider Risk Operations (IRO) responsible for providing secure, scalable access to enable full-time and members of the extended workforce to be productive on Google infrastructure, while mitigating insider risk across Alphabet.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Collaborated with peers and other business areas to leverage best practices.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Maintained and prioritized to-do-list and followed up to complete tasks on-time.
• Collaborated with other departments to establish smooth implementation of operational processes and procedures.
• Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
• Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
• Supervised team members to confirm compliance with set procedures and quality requirements.
• Supervising team on around 30 projects defined on various access management related workflows.
• Successfully implemented a new IAM system that reduced the company's risk of data breaches by 50%.
• Skilled in Risk Management, Compliance, Security Architecture, and Identity and Access Management.
• Provided consulting services to a variety of Google clients and stakeholders on a variety of IAM-related topics, including risk management, compliance, and security architecture.
• Delivered projects on time and within budget
• Implemented new security controls for managing risk.
• Adequate international client handling skills.
• Reviewing and actioning escalated tickets received via platforms like Guts,Buganizer,Skyvine,Salesforce & Logic Gate.
• Responsible for hiring,onboarding,coaching and training new folks on Google infrastructure.

• Diagnosed problems by applying technical knowledge and troubleshooting skills.
• Conducted tests of components and systems to evaluate performance and identify concerns.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Handling a team of 10 Technical Support associates providing support to Dell enterprise-level global users for Hardware & software issues through remote access platform.
• Planning & Strategizing Have regular review and workouts with the team to develop strategies.
• Customer Management Understanding the expectations of the business/customer and driving the team to achieve the same.
• Drive Performance Metric’s Ensure that the team targets of Customer Experience and Resolution are aligned to the Business goals.
• People Initiatives Ensure that the team is energized and empowered throughout, developing and mentoring them to get ready for possible challenges they can face.
• Mentoring, coaching on troubleshooting skills, and monitoring teams and individual performance to ensure the team is best of breed on the floor meeting the process and individual targets.
• Providing feedback to support representatives sensitively and in a timely manner.
• Communicating clearly with the team so that everyone knows exactly what they should be doing.
• Ensure all employee issues and concerns are addressed in a timely manner, encourage involvement from the team and foster a positive team environment.
• Presenting weekly and monthly reports to team members to improve upon their opportunity areas.
• Conducting random audits to check for adherence to business controls (Quality audits, chat audits, log review).
• Frontline engineer coaching including soft skills, policy and procedure and lab research.
• Assist HR with recruiting when necessary, conduct interviews, hire and train new technical support Level 1 and Level 2.
• Working closely with Product / Tool improvement teams for process improvement.
• Manage, schedule training and development for all the technical support team i.e., new equipment, skills enhancement etc.
• Work with other departments i.e., R&D, Process Engineers and Quality Coaches, on identifying and ensuring product design or any other issues are tackled, and corrective action(s) is taken.

Support and Maintenance

• Providing Premium support for Dell premium laptop and desktop models.
• Troubleshooting and diagnosing hardware and software related support incidents.
• Resolving issues related to Dell laptops and desktops.
• Resolved most of the escalated issues.
• Solved complex issues.

Installation and Configuration

• Manage technical support for installing, configuring and maintaining consumer level dell systems and Installation and configuration of system software updates & licenses.
• Managed customer escalations which ultimately resulted in favorable customer satisfaction ratings.
• Deployed software and patches relative to driver’s functionality on systems running different OS platforms (Windows, Unix/Linux).
• Responsible for case management including logging, monitoring / updating, prioritizing and resolving tickets in a timely fashion.
• Maintaining a consistently high level of service delivery for incidents, requests and change requests.
• Responsible for managing client satisfaction meeting business targets.
  * Always open and willing to learn about emerging technologies and contribute to developing an innovative IT environment.

Vendor and management responsibilities

• Interfaced with vendors like; HCL, Wipro, TVSE.
• Work with hardware and software vendors to verify timely product delivery and ensure that new equipment is installed and ready to operate on schedule.
• Facilitated a strong client interface and obtained specific client requirements.
• Documented procedure and assisted clients in understanding the technical requirements.