VISHAL MAVI
New delhi
Summary
Talented professional (6.2 Years) with background successfully executing diverse project tasks to meet deadlines. Highly skilled at communicating with colleagues, monitoring status and achieving key milestones. Enthusiastic problem solver and talented team player with superior planning and decision-making skills.
Linked In Profile:
www.linkedin.com/in/vishal-mavi Versatile
Overview
6
6
years of professional experience
1
1
year of post-secondary education
Work History
Operations Project Coordinator-GPGM
Iron Systems Inc
02.2021 - Current
- Manages changes, incidents, and problems across multiple data center environments to protect production and disaster recovery systems critical to business success
- Provides immediate response and coordination aimed at minimizing the duration of service interruptions
- Makes decisions regarding real-time incident resolution activities and selecting client situations for executive and management escalation updates
- Consults with other teams on proper integration and correlation of the change, incident, and problem management process and their respective areas
- Works in collaboration with Business Relationship Management to effectively communicate IT Events and IT Incidents to key lines of business
- Proficient in program deployment, operations, and project management, with a strategic focus on enhancing organizational efficiency
- Skilled in people management, change management, and quality improvement, ensuring on-time delivery and adherence to SLAs in fast-paced environments
- Successful in reorganizing and strengthening operations, identifying inefficiencies, and implementing higher performance standards
- Experienced in organizational operations management, time management, conflict resolution, and office administration
- Utilizes a systematic and analytical approach to problem-solving, managing projects from initiation to completion in time-sensitive environments
- Demonstrated leadership in assembling, managing, and mentoring technical teams to maximize business value
- Acts as the first point of contact for customer issues, resolving queries, and escalating unresolved issues as necessary
- Collaborates with management, technical, and business directors to manage incident lines and maintain customer records
- Specializes in leading IT service delivery and management teams, with expertise in setting up service desks and identity/access management teams
- Oversees incident and user service requests, coordinates critical incidents, and provides technical direction for issue resolution
- Skilled in communication and issue resolution, with a focus on maintaining customer satisfaction
- Maintains project-level risk and issue logs, monitors and resolves billing issues with clients, and ensures compliance with set service level agreements
- Overall, a proactive team player dedicated to driving organizational goals and delivering exceptional customer service
Customer Support Specialist
Iron Systems Inc.
02.2021 - 06.2023
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Served as a subject matter expert on specific products or services, providing high-level support to both customers and fellow team members.
- Conducted regular training sessions for new team members, promoting best practices in customer support operations.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Implemented continuous improvement initiatives, refining incident management processes to drive efficiency gains.
- Proactively conducted post-incident reviews, identifying areas for process improvement and sharing lessons learned across the organization.
- Reviewed purchase orders for accuracy and compliance with company policies before approval, minimizing errors and potential disputes.
- Conducted regular supplier evaluations to assess performance against contract requirements, ensuring high-quality products and services were consistently delivered.
- Championed process improvements that led to shorter lead times for critical components, enhancing production schedules while minimizing downtime due to material shortages.
- Collaborated with cross-functional teams to ensure timely delivery of products and services, meeting project deadlines.
- Mentored junior team members in procurement best practices, fostering a culture of continuous improvement within the department.
Senior Associate
WIPRO
11.2017 - 02.2021
- Part of escalation management (L3 / SME), overseeing critical cases beyond specified ERT.
- Built and maintained relationships with new and existing clients, providing a high level of expertise.
- Analyzed diverse problems ranging from acquisition to churn and delivered resolutions for each.
- Managed communication among clients, network teams, and vendors over voice and email.
- Ensured responses to tasks within SLA, facilitated smooth handovers, rigorous follow-up, and monitored CSAT.
- Involved in FGDs, reviewed current practices, and suggested effective changes.
- Conducted sessions with training, OJT batches, and new team members.
- Engaged Service Now platform to address IT requests and incidents.
- Conducted audits and reported on any ongoing business challenges.
- Communicated with customers in their native language to increase loyalty and establish relationships.
- Trained and supported new team members, maintaining a culture of collaboration.
Education
MBA - Human Resources Management
IGNOU
DELHI 09.2023 - Current
Bachelor of Science - BIOTECH
MANAV RACHNA INTERNATIONAL UNIVERSITY
FARIDABAD 02.2017 -
Skills
Timeline
MBA - Human Resources Management
IGNOU
09.2023 - Current
Customer Support Specialist
Iron Systems Inc.
02.2021 - 06.2023
Operations Project Coordinator-GPGM
Iron Systems Inc
02.2021 - Current
Senior Associate
WIPRO
11.2017 - 02.2021
Bachelor of Science - BIOTECH
MANAV RACHNA INTERNATIONAL UNIVERSITY
02.2017 -
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