Customer Service Manager

Vivek Ajvalia

** ********** ****** 973-***-****

West Orange, NJ 07052 ************@*****.***

OBJECTIVE:

To obtain a Manager/Supervisor position in the field of Information Technology with a special interest in Help

Desk/Desktop Support.

1 12 years of IT experience, which includes more than 6 years of Management experience

2 Strong customer service, written and communication skills

3 Well organized and interpersonal skills

4 Ability to deal with diversity of clients, professionals and staff

5 Effectively work independently, likewise a cooperative, flexible and innovative team player

EDUCATION:

New Jersey Institute of Technology, Newark, NJ

• B.S. in Computer Engineering

COMPUTER SKILLS:

• Microsoft Certified System Engineer 4.0

• Cisco Certified Network Associate

• A+ Hardware/Software Certified

• HDI (Help Desk Institute) Support Analyst Certified

Proficient: Microsoft Windows 7/XP, Mac OS, Microsoft Office (Word, Excel, Power Point, Outlook, Visio),

Windows Server 2008, Active Directory, Microsoft Exchange, Lotus Notes, Internet Explorer, FireFox, Chrome,

Norton/Symentac Anti-Virus Scan, Adobe Photoshop, Siebel, JD Edwards, Peregrine Service Center, AS400, Magic,

Remedy, Service Manager, SQL (Teradata), Mainframe, Citrix, Kronos, assembling and configuring Desktops, Laptops

and devices (iPads, iPhones, Blackberrys) in LAN/WAN.

WORK EXPERIENCE:

New York Life 5/2011 – Present

Supervisor/Backup Manager, Desktop Support

• Manage a performance driven Desktop Support Team based at different sites

• Manage day-to-day operations

• Perform Queue Manager duties (coordinate and manage high-priority, escalated, complex issues with great

sense of urgency)

• Diagnose, and solve complex IT workstation related incidents and work orders that were escalated by

the Help Desk or Desktop Technicians using Remedy

• Provide Tier 3 support on MS Windows XP/7, MS Office, Lotus Notes 8.5.2, Outlook, Snag-It, VPN,

Right Fax, Citrix XenApp, NYL Applications to all New York Life employees across USA

• Troubleshoot Desktops, Laptops, iPads, iPhones, SmartPhones, Blackberrys, Printers and A/V on single

user/conference rooms/training rooms

• Manage and provide exceptional support to Executives in a Business Unit (CEO, VP, Exec Board)

• Manage budgets for the support team’s hours, over-time and compensation

• Manage schedule for the support team using CA Clarity

• Ensure a proficient workforce and significantly reducing system downtime by managing and coordinating

team members’ work schedules

• Hold one-on-one meetings with direct reports to discuss any open issues, review their statistics and identify

ways to improve SLAs, TAT

• Manage team projects as well as individual projects

6 Implemented and manage a process to decrease the backlog of tickets

7 Create and produce tickets report daily and hold conference calls with the team to ensure all tickets are

updated, discuss any tickets exceeding the predefined SLAs and review any complex issue

8 Display the highest quality of customer service, communication and interpersonal skills when interacting

with customers to review status of tickets and follow-up on unresolved cases

Vivek Ajvalia – Page 1

9 Conduct a PC Health Check and Optimization assessment to proactively address issues that may impact the

overall performance of desktops and laptops

• Reimage PCs and perform software pushes using Symantec Live State and Altiris

10 Provide fast-paced technical support during disaster recovery exercises

• Perform trend analysis, and contribute to the knowledge management effort by providing

troubleshooting techniques and work order processes to be shared by the Technical Service Center staff and

Desktop Technicians

• Manage and track hardware assets inventory throughout their lifecycle using Remedy asset

management console

• Train Desktop Technicians on troubleshooting skills

• Travel to other Business Units to meet with employees and high-profile clients

• Research new technologies and tools to help company personnel increase job efficiency

Quest Diagnostics 3/2009 – 5/2011

Manager, Tier II Support

11 Managed a Support Team of 6 direct reports and 11 additional sub-direct reports

12 Managed day-to-day operations

13 Worked with legacy systems to diagnose and solve client issues across the USA

14 Developed and implemented methodologies to improve customer satisfaction and the productivity of

staff. Developed goals and work plans for staff

15 Came up with innovative ideas to improve the daily workflow and increase team morale

16 Developed performance measurements framework and facilitated feedback system to team members on

issues such as customer service, communication, and technical skills, in order to enhance the quality of support

delivered

17 Held one-on-one meetings with direct reports to discuss any open issues, review their statistics and identify

ways to improve SLAs, TAT and number of tickets closed/day

18 Supervised and monitored all tickets to ensure they are addressed in a timely manner

19 Performed Queue Manager duties (coordinated and managed high-priority, escalated, complex issues with

great sense of urgency)

20 Reported to upper management daily with open tickets, procedures, outages and change management

21 Managed workforce and scheduling for the support team

22 Managed budgets for the support team’s hours, over-time and compensation

23 Displayed highest quality of customer service and communication skills when interacting with clients

24 Reviewed metrics and held daily conference calls with the team to ensure all tickets are updated, discuss any

tickets exceeding the predefined SLAs and review any complex issues

25 Worked with other functional groups and vendors to resolve complex or escalated issues

26 Prepared and performed mid-year and annual performance reviews for the support team

27 Performed root-cause analysis and find trends to identify training opportunities and contribute to the

knowledge management tool

28 Implemented and managed the Knowledge-base system within Service Manager for the entire team

29 Developed and implemented Standard Operating Procedures (SOP) for the entire support team

30 Audited tickets to ensure proper documentation, steps to resolve issues, ways to improve TAT, training

opportunities and increase knowledge articles

31 Administered and monitored Avaya IP Agent (VOIP), CMS Supervisor and DSI Marquee for the entire

support team to ensure appropriate coverage and service levels are maintained

32 Attended Sales calls to resolve client concerns and identified new ways to improve the service provided

33 Coached, motivated, prioritized, and monitored projects to ensure that all deadlines are met

34 Worked collaboratively with team members and upper management to design & implement project to

measure complexity of tickets

35 Interacted with HR when necessary due to issues that arise

36 Provided 24/7 support via Blackberry

37 Traveled to other sites to meet with employees and high-profile clients

Ciber 3/2005 – 3/2009

Supervisor/Lead Technical Analyst

38 Managed a team and provided Level II/III phone, e-mail and web support to Ciber’s clients in a timely

manner across the globe

39 Identified and resolved Microsoft Windows/Office, Lotus Notes, VPN, RAS, Citrix, Internet, Printer and

Connectivity issues and logged them into Remedy, Magic and CA Service Desk

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40 Worked with Laptops, Desktops, Blackberrys, Wyse terminals and peripherals to resolve software/hardware

issues in a LAN/WAN environment

41 Supervised activities of the entire team

42 Ensured a proficient workforce and significantly reducing system downtime by managing and

coordinating team members’ work schedules

43 Carried out supervisory responsibilities such as interviewing, hiring, and training team members; planning,

assigning and directing work; rewarding and disciplining team members; addressing complaints and resolving

problems

44 Designed and implemented processes for the entire helpdesk team

45 Created and updated documentation in the knowledge-base

46 Monitored CMS Supervisor tool to ensure appropriate coverage at all times

47 Used Avaya Phone System (VOIP) to receive and track calls along with playbacks for training and QA

48 Created/deleted/modified Windows and Exchange user accounts using Active Directory & Exchange Server

2007

49 Logged into Unix and SAP servers to check printer status and clear print queue

50 Used Remote Desktop Connection to remote into File/Print Servers to resolve printer and shared files issues

and GoToAssist to remote into client’s machine to troubleshoot and resolve issues

51 Ensured the quality of the call and tickets by performing daily reviews and Quality Control

52 Reported to upper management daily in regards to open tickets, procedures, outages, change

management

53 Attended daily conference calls to discuss open issues, processes, policies and procedures

54 Monitored and ensured the terms of service level agreements were fulfilled

55 Maintained close relations with project managers, other functional groups to resolve critical issues

56 Proactively took new responsibilities within the team

57 Traveled abroad to coordinate and manage initial set-up of system migration and to Ciber branches to train

team members

58 Provided round-the-clock emergency phone support to assist team in resolving complex, urgent issues

CONTRACT EXPERIENCE: 1/2004 – 3/2005

Client: Medco 1/2005 – 3/2005, Sr. Technical Analyst

59 Provided Level I and II phone support to Medco users in a timely manner.

60 Identified, researched and resolved all password, Microsoft Office, VPN, Work at Home, Internet and Printer

issues and enter problem/resolutions into Remedy

61 Assisted Work at Home users with Cisco Phones, Cable Modem, Edge (Switch) Box using Citrix

MetaFrame Presentation Sever

62 Reset and Unlock SQL (Teradata) passwords

63 Resynchronized and set PINs to user’s RSA Token using Ace Server

Client: Morgan Stanley, 1/2004 – 6/2004, Helpdesk Analyst/Team Lead

64 Provided Level I and Level II phone and e-mail support to 30,000+ Morgan Stanley users

65 Identified, researched, and resolved complex Software, Microsoft Office (2000/XP/2003), Internet, Printer,

Blackberry, Palm and Hardware issues and entered problems/resolutions into Peregrine Service Center database

66 Created a ticket for each call, researched, and updated tickets using Peregrine Service Center

67 Trained new employees and interns by demonstrating the infrastructure and applications

68 Troubleshoot printer (using Tivoli), password login, and network connectivity issues

69 Dispatched IBM for any hardware issues with printer, workstation and peripherals

Gateway 7/2002 – 1/2004

Senior PC Technician

70 Diagnosed Desktops, Laptops, Astros and Profiles

71 Installed and configured Hardware (i.e. Motherboard, Sound Card, Video Card, Modem, NIC Card and

Power Supply) and Software (Windows 95, 98, Me, 2000, XP)

72 Performed Quality Assurance and Control of the System

73 Provided support to clients regarding system status using Siebel, operating system and hardware issues

74 Registered systems in the Database and shipped out Laptops using Siebel 7.5

75 Ordered replacement parts and checked order status using JD Edwards

76 Performed Customer Service Representative duties

Prestige Environment, Inc. 4/2001 – 7/2002

Help Desk/Desktop Support

Vivek Ajvalia – Page 3

• Provided helpdesk and desktop support in Windows 98/NT/2000/XP in a LAN environment

• Installed and troubleshoot Desktops, Software, LaserJet and InkJet printers

• Utilized MS Office/Corel Word Perfect/Lotus 123 to create detailed reports for management

Vivek Ajvalia – Page 4

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