Service Desk Manager

ROHIT NARANG

E-mail: ******.*****@*****.***

Date of Birth: 03 Sept, 1983

Phone: 098********

EDUCATIONAL AND PROFESSIONAL DEVELOPMENT

Bachelor in Computer Application from Kurukshetra University – 2001 – 2005

Cisco Certified Network Administrator – 2006

ITIL v3 Expert Certified – 2012

PMP Trained – 2013

Technical Skill Set

Active Directory, MS Exchange, Cisco Unified Communication Manager, RSA, Blackberry Exchange Manager, BYOD (Android/iDevices), VMware.

Proficient with Windows OS (Desktop/Server), Linux Ubuntu.

Microsoft Tools (Word, Excel, Power Point, Outlook). Extremely fluent in MS Excel & creating reports/dashboards with the use of Macros.

Creating process flowcharts using MS Visio.

Areas of Expertise

Excellent Interpersonal & Communication Skills ¥ People Management ¥ Team Leader & Initiatives ¥ ITIL ¥ Project Management ¥ IT Infrastructure Services ¥ IT Service Management ¥ SLA Management ¥ MIS ¥ Service Improvement Plans ¥ Vendor Management ¥ Business Continuity & Disaster Recovery Planning

PROFESSIONAL EXPERIENCE

IHS Markit India Services Pvt Ltd.

Team Lead – IT Service Desk Jan 2016 – Till Date

Led and managed the Enterprise Support team to build and promote a culture of service excellence.

People management including hiring, goal setting, mentoring and progressive discipline.

Ensured effective workforce planning, skills and resources to enable support of expected end user needs.

Built strong technical expertise and capability within the team. Developed and delivered key initiatives to improve business processes and service delivery.

Where necessary, led and engaged cross-functional teams, domestically and/or regionally to share and engage technical expertise and experience to support the timely delivery of business needs.

Participated in departmental projects and deployments of new products and services, pre & post launch.

Initiated and developed team’s performance tracking mechanism by publishing Daily/Weekly/Monthly reports and dashboards for different stakeholders including the Senior Leadership Team.

Produced a wide variety of both off-the-shelf and custom Excel reports/metrics highlighting industry-standard KPIs.

Worked as an escalation point for technical issues raised by end-user and conducted technical trainings for the team members to enhance skill and knowledge.

Motivated team to achieve high service standards and amicably resolved people conflicts arising out of the team.

Created, maintained and updated operational process documentation improving collaboration with other technology teams.

Evaluated employee performance on a monthly basis and coached and trained accordingly increasing quality of work and employee motivation

Achievements

Initiated multiple reports to track and drive performance within the team and showcased the same to senior leadership.

Received “Pat on the Back” award for consistent performance throughout the year 2016.

Held successful dialogue with other technology teams and transitioned additional workload into IT Service Desk.

Aricent Technologies (Holdings) Limited

Assistant Manager – Operations June 2015 – Dec 2015

Managing operational goals for the team viz. Customer Satisfaction, SR Management, Communication, Quality, Productivity & Professionalism.

Holding effective reviews & meetings with the team and client.

Conducting individual monthly one-on-one productivity reviews.

Managing schedules and attendance.

Managing all aspects of engineer's operational performance and productivity.

Monitoring productivity and providing consistent and timely feedback.

Managing individual and team performance to expectations.

Interfacing with client counterpart managers regarding daily volume, status of the technology, coordinating training, hot issues etc.

Handling employee’s query related to HR, Finance and other support functions as a first level before escalating to respective department.

Managing attrition of the reporting team.

Performance management of team in a fair and timely manner.

Assist with training and identify training needs within the group.

Ensure discipline within the team and timely conflict resolution.

Motivating and encouraging team members.

Co-ordinate with other functions during ramp-up and for team related issues.

Royal Bank of Scotland

Team Lead – IT Service Desk Dec 2010 – Dec 2014

Led the Service Desk team to provide effective remote-support & enablement services that exceed customer requirements.

Supported other Infrastructure processes incl. Business Engagement, Incident Mgmt., Problem Mgmt., Change Mgmt., Service Improvement, and Service Level Management using ITIL concepts.

Ensured delivery of KPIs & deliverables as per agreed requirements / SLAs.

Engaged & coordinated with representatives from other India & Global Infra units - maintain working relationship for cross-functional effectiveness.

Monitored Incidents and coordinate with Incident Mgmt. for effective resolution.

Participated in proactive Problem identification and resolutions.

Liaised with Transition managers on effective handover from Project environment(s) to BAU Support.

Identified process improvement within the team and across functions & develop service improvement plans.

Drove team members to deliver results within the scheduled timelines.

Achievements

Developed Training and Induction program for the new and existing team members.

Deftly managed various projects. e.g.: Centralized Service Desk, Knowledge Transition, HPSM Launch, Green to Blue Migration, Work Load Transition from UK to India, Customer Service Improvement.

Involved in different ITSM Stages & Processes – Service Transition, Service Improvement, Incident & Problem Mgmt.

Streamlined the MIS reporting process and initiated multiple reports/dashboards for business stakeholders.

Dell International Services

Technical Support Coach May 2006 – Nov 2010

Responsible for handling internal escalations on core technical issues.

Improved the work standards, skills, knowledge, and ability by constant trainings/feedback sessions.

Took regular process/technical training sessions for the team to ensure everyone was up-to-date.

Providing support for on-call resolution and monitoring the productivity status for the smooth flow of activities.

Software troubleshooting including OS - Windows XP/ Vista/7.

Daily review of the all the calls taken by the team on the previous day.

Driving Revenue as well as Resolution based metrics within the team.

Achievements

Best All Sec Score (Quality) for Week 33, FY 2006-07.

Best Resolution Rate for Week 34 & Week 37, FY 2006-07.

Best Customer Satisfaction Score for Week 34 & Week 38, FY 2006-07.

Best XPR (Resolution) Score for Week 38, FY 2006-07.

“RR Champ” & “CE Champ” awards for Q3 FY 07.

Star of the Month for the month of Feb – Q1 FY 09.

Technical Support Coach of the Quarter – Q1 FY 09.

Awarded with Bronze Award for consistent performance – Feb 2010 to April 2010.

HCL Technologies BPO Services Ltd.

Technical Support Executive October 2004 – May 2006

Troubleshot Network & Internet problems, maintaining great levels of Customer Satisfaction and Resolution rate.

Took Coaching & Training for the Team members on a weekly basis; provided real-time support to engineers.

Achievements

Awarded with “Certificate of Excellence” for overall performance for June 2005.

“Super Star of the month” award for excellent Customer Satisfaction scores for November 2005.

Personal Profile

Father’s Name

(Late) Shri O. P. Narang

Marital Status

Married

Strengths

Self-motivated, Ability to drive others and stay focused.

Rohit Narang

Contact this candidate