Yauwan Pradhan
Hyderabad
Summary
Seasoned Professional, skilled at managing and leading teams for running successful IT & ITeS processes in most challenging scenarios, experienced in writing Standard Operating Procedures (S.O.P's) and designing service standards for Business excellence and continuity. Experienced in troubleshooting, escalation, people and staffing management. Overall experience: 6+ years across the tenure in Technology, Client and people Management & Training. Good experience in dealing with stakeholders based out of North America, APAC and EMEA. Specialty/Domain: Information Technology, Incident Management, Tech Support, People Management, Training and KCS.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Operations Analyst
Providence Global Center
Hyderabad
11.2022 - Current
- As first line of support, supported caregivers(end users) to help them with their day to day hurdles with their technical issues.
- Maintaining records of all transactions through the ServiceNow ticketing tool. Method used to communicate via phone calls, Teams chat, ServiceNow integrated chat support, and emails.
- Created knowledge articles within ServiceNow to help the team with the correct procedures for resolving certain issues.
- Worked with managers and other key stakeholders to evaluate business processes and focus analysis on key areas, such as FCR analysis.
- Well-versed in managing major incident outages by creating bridge calls and working with cross-functional teams to evaluate and communicate with the stakeholders in a timely manner.
- Evaluated failures in operational processes and conducted root cause analysis to find problem sources.
- Identified operational and performance issues and worked with managers to resolve concerns.
Sr. Associate - Technical Support
Tech Mahindra
Hyderabad
01.2019 - Current
- Single point of contact for escalation management - preparing a report and sharing with managers for the transactional escalations and its analysis
- Prepare shift schedule and manage the support queue - assign the tickets to technicians based on their skill sets
- Experience collaborating with cross functional teams
- Played a key role in implementation of AI chatbot in the project as a part of an automation, responsible for content optimization, work flow chart preparation and maintaining success rates
- Participate in operational process improvement initiatives to improve tech support delivery
- Assisting with huddle sessions for the team to keep them calibrated regarding the new changes and updates about the process so that the entire workforce is at par with the product requirements
- Get the Customer's issue resolved on a priority basis
- Helping in conducting constructed Coaching and Feedback sessions on a regular basis and performance assessment for every advisor and helping them improve in the KPI.
Associate - Tech Support
Wipro Limited
Kolkata
01.2016 - 01.2019
- Help customers troubleshoot issues they encounter while using the software and provide actionable tips to resolve the problem
- Managing multiple cases at one time
- Assume remote control over customers' computers when necessary to resolve problems
- Make hardware recommendations for customers whose machines cannot support the software.
Education
BBA -
Jaipur National University
Jaipur03-2023
WBCHSE - Arts
Hijli High School
West Bengal03-2012
Skills
- Working on User Access Management Systems
- Running Antivirus Security patches on client machines
- Installation of multiple versions of Windows Operating Systems
- Working on Cisco Any connect VPN applications
- Administering Windows and Citrix profiles to use on Virtual Machines
- Basic knowledge on Microsoft Exchange
- Troubleshooting Windows based licensed applications
- Experienced in Microsoft O365
- Installation and Configuration of Network printers & Scanners
- Providing on-call support for any outages or critical issues
- Solutioning client specific operating procedures
- Creating a knowledge repository for the project
- Governing Project level SLA's and KPI's
- Scheduling team's roster to ensure 24/7 coverage
- Specific expertise in Team management
- Training new associates
- Conducting assessments rolling out monthly Process Knowledge Tests(PKTs)
- Performing frequent quality assurance checks in the team
- Partnered with Tier II and Tier III teams
- Successfully evaluated and implemented a business continuity plan (BCP)
- Chairing team huddles to share process level updates
- Participating and leading business reviews
- Creating PowerPoint presentations
- Analyzing raw data to identify errors
Certification
- System administration and IT infrastructure services - Google Certified
- Operating system and you: Becoming a Power user - Google Certified
- Technical Support Fundamentals - Google Certified.
- Bits and bytes of Networking - Google Certified
- IT Security - Google Certified
- ITIL Trained & Certified Version 4
Team leading skills
- Solutioning client specific operating procedures and creating a knowledge repository for the project resulting in high customer satisfaction rate.
- Governing Project level SLA's and KPI's.
- Scheduling team's roster to ensure 24/7 coverage.
- Specific expertise in Team management and was acting Team lead in absence of core management members.
- Training new associates, conducting assessments rolling out monthly Process Knowledge Tests(PKTs).
- Performing frequent quality assurance checks in the team.
- Partnered with Tier II and Tier III teams based out of US and India to resolve complex issues that required urgent escalation.
- Successfully evaluated and implemented a business continuity plan (BCP) for all the projects managed.
- Chairing team huddles to share process level updates
- Participating and leading weekly, monthly, quarterly, and yearly business reviews.
- Creating PowerPoint presentations and discussing team's performance with customers/stakeholders.
- Analyzing raw data to identify errors and to apply permanent fix.
Personal Information
Title: IT Support Specialist
Awards
- Pat on the back, Tech Mahindra 2022, For consistently driving various process improvement initiatives to maintain a high level customer focus
- Associate of the quarter, Tech Mahindra 2021, For delivering beyond the line of duty and helping cross functional teams in reducing their ageing tickets
Timeline
Senior Operations Analyst
Providence Global Center
11.2022 - Current
Sr. Associate - Technical Support
Tech Mahindra
01.2019 - Current
Associate - Tech Support
Wipro Limited
01.2016 - 01.2019
BBA -
Jaipur National University
WBCHSE - Arts
Hijli High School
Similar Profiles
Kummetha Tejeswara ReddyKummetha Tejeswara Reddy
Tools Administrator at Providence Global LLP (Providence Global Center)Tools Administrator at Providence Global LLP (Providence Global Center)
VAISHAKH KARUNAKARANVAISHAKH KARUNAKARAN
Lead Information Security Analyst at Providence Global CenterLead Information Security Analyst at Providence Global Center
Anil Kumar VanteruAnil Kumar Vanteru
Manager / Principal Architect at Providence Global CenterManager / Principal Architect at Providence Global Center
Shamik BhowmickShamik Bhowmick
Manager Security Engineering at Providence Global CenterManager Security Engineering at Providence Global Center
Suraj Prasad DashSuraj Prasad Dash
Senior Specialist - Quality Engineering at LTIMindtreeSenior Specialist - Quality Engineering at LTIMindtree