Vijay Gopinath

• Managed cross-functional teams to introduce and document process innovations driving business success
• Seek opportunities to transform company practices into fresh, cost-effective solutions leading A dynamic individual with strong analytical, problem solving & organizational abilities
• Developed loyal and highly satisfied customer base through proactive management of team customer service strategies
• Strengthened merchandising and promotional strategies to drive customer engagement and boost sales
• Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies
• Planned team-building exercises to increase employee performance and job satisfaction
• Developed suggestions for technical process improvements to optimize resources
• Liaised between business and technology units to manage delivery schedules for applications
• Assisted product owners with prioritization of backlogs
• Prepared status charts for daily management meetings in Excel and PowerPoint
• Met with clients to gather and understand requirements and coordinated with system administrators and directors to plan and schedule project activities
• Worked closely with customers to evaluate various types of risks such as impact, reputation and regulatory
• Developed and initiated projects, managed costs, and monitored performance
• Implemented ticket tracking system and worked with team to create customized system for improved tracking and logging of work issues.

· Coordinated weekly meetings for internal and external groups, including teleconferences and video conferences, interacting with all levels of management.

· Initiated timely response to emails, voicemails and written correspondence.

· Built strong relationships with customers through positive attitude and attentive response.

· Facilitated training for associates through daily coaching and regular performance appraisals.

· Mentored and guided employees to foster proper completion of assigned duties.

· Used risk analysis tools, mitigation strategies and management approaches in consistent fashion with different departments.

· Devised and deployed training tools and business structures to help department leaders and liaisons develop and improve business continuity plans.

· Created and collaborated in implementation and maintenance of customer complaint log, control plans, work and inspection instructions, local procedures and visual aids and samples.

· Updated quality control standards, methods, and procedures to meet compliance requirements.

· Managed and archived quality documentation and participated in internal and external quality audits.

· Increased customer satisfaction through adherence to all quality standards and customer requirements.

• Attending Day to day Calls logged by customer through web enabled customized tool
• Escalating IT issues to IT manager where necessary
• Diagnosing and resolving technical issues
• Handling L2 & L1 Desktop level issue (Resolving tickets using Remote Assistance support within the SLA)
• Undertaking small- to medium-sized IT projects as instructed by IT manager
• Delivered support for both desktop and server systems
• Supporting and maintaining MS Server/Desktops and MS Exchange
• Ensuring security and upgrades are applied to desktops and laptops and kept up to date
• Antivirus installation to all desktops and laptops
• Reporting faults and maintaining logs on servers, desktops, and laptops
• Completing internal user moves including phones
• Ensuring all logs for equipment and users are maintained
• Ensuring patches and upgrades are applied to core servers
• Setting up new users and disabling expired accounts in accordance with HR requirements
• Ensuring that a high level of customer service and support is provided to all internal and external customers Besides these I am responsible for few managerial tasks which includes
• Preparing documents, meeting materials and correspondence
• Performing basic administrative support duties, as required, to meet specific operational objectives
• Performing miscellaneous job-related duties as assigned by IT manager
• Working extra hours to meet deadlines, as required and where reasonable
• Aiding as required to IT manager.

• Assisted customers in identifying issues and explained solutions to restore service and functionality
• Collaborated with supervisors to escalate and address customer inquiries or technical issues
• Built and provided basic end-user troubleshooting and desktop support on Windows
• Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team
• Installed, modified, and repaired software and hardware to resolve technical issues
• Resolved issues with systems, hardware, and telephones quickly and accurately
• Resolved system, hardware, and telephone issues within defined SLA, improving efficiency among departments.