RESUME

Smruti Abhishek Shinde

F **** Ashok Smruti Phase 2

Near HP Petrol Pump

Kasarvadavli, G B Road

Thane (West) - 400615

Mobile – 981-***-****/755********

Email Id: adjfxz@r.postjobfree.com

Educational Qualification SSC Passed

HSC Passed

Diploma (Elect & Telecom) Passed

Key Skills MS Office (Word, Excel, PowerPoint, Access) Typing speed 30wpm

Job Objective Helpdesk Coordinator

Areas of Expertise

Answering phone calls.

Greeting visitors in a pleasant and informed manner.

Assisting senior with the mailing and distribution of various documents and communication

Sending mail notification.

Forwarding requests for information and messages.

Coordinating with teams & vendors.

Handling escalations regarding service desk.

Preparing daily, weekly & monthly reports.

Handling client escalations.

Maintaining asset inventory.

Escalate severity calls as per the defined escalation matrix. Work Experience: -

Company Name: Allied Digital Services Limited

Site Location: Andheri

Position: HelpDesk Coordinator

Tenure: Aug 2017 to Dec 2017

Job Description:

Handling routine help desk calls to ensure timely resolution as per senior management’s service level agreement.

Attending help desk calls in-person and through email and phone.

Preparing daily call log reports for NEC Hanger, T2 Airport, International Cargo & IFSD( ITC Maratha

& GSD & Medicon Bhavan)

Handling help desk ticketing system through Aditaas tool.

Maintaining inventory tracker (Desktop, laptop, printer, switch, router)

Escalate each call to the concerned AIL IT Official if necessary, as per the defined call escalation matrix

Tracking ticket durations by stage, identifying how long a ticket has been pending in a certain stage

Logging calls & following up with vendors for hardwarereplacements. Work Experience: -

Company Name: Mazagon Dock Shipbuilders Ltd

Site Location: Dockyard Road

Position: HelpDesk Coordinator

Tenure: July 2015 to July 2017

Job Description:

Handling routine help desk calls to ensure timely resolution as per senior management’s service level agreement.

Attending help desk calls in-person and through email and phone.

Sending mail notification for outage..

Preparing daily incident reports, global operation & statistics reports for Mumbai &Delhi head office

Handling help desk ticketing system through SUMMIT tool.

Escalate severity calls as per the defined escalationmatrix

Maintaining incident tracker & RCA tracker

Developing, executing and following IT operational policies, standards and work instructions for customer support.

Ensuring customer satisfaction through continuous status information.

Developing and managing internal and external supportdocumentation.

Maintaining asset inventory, co ordinating with vendor for part replacement & on chargeable basis.

Work Experience: -

Company Name: ITSource Technologies Pvt. Ltd

Client Site: Larsen & Toubro Ltd Airoli

Position: HelpDesk Coordinator

Tenure: Dec 2014 to May 2015

Job Description:

Monitoring ticket queue through BMC Remedy Tool.

Escalating the important matters to incident & program manager & taking the updates from them.

Monitoring daily activities and performance to ensure compliance with all service agreements. Compile and analyze data, prepare outages for senior management.

Preparing PAN India daily incident reports, global operation & statistics reports.

Tracking record of increasing responsibility in operations & implementation of many ITrelated processes.

Tracking for RCA and follow-ups for closure of calls & ensuring corrective measures arecompleted.

Participating in War Room Calls with client with inputs from verticals during business outages.

Ensuring proper deliverables to the client as per definedSLA.

Ensuring that each of the tasks assigned to Service Desk are completed within the definedtime frames and that the concerned personnel are updated at all times.

Generation and submission of all reports as perschedule. Company Name: Kalyani Informix Pvt. Ltd

Client site: Serco Global Services –Thane

Position: Helpdesk Coordinator

Tenure: Aug 2012 to Nov 2014

Job Description:

Escalating the important matters to incident & program manager & taking the updates from them.

Monitoring daily activities and performance to ensure compliance with all service agreements. Compile and analyze data, prepare outages for senior management.

Monitoring ticket queue through SM9 Remedy Tool.

Preparing PAN India daily incident reports, global operation & statistics reports.

Tracking record of increasing responsibility in operations & implementation of many ITrelated processes.

Tracking for RCA and follow-ups for closure of calls & ensuring corrective measures arecompleted.

Tracking and follow-ups for priority 1 and 2 (High and Medium) calls till closure through remedy tool & coordination with incident manager.

Participating in War Room Calls with client with inputs from verticals during business outages.

Ensuring proper deliverables to the client as per definedSLA.

Ensuring that each of the tasks assigned to Service Desk are completed within the definedtime frames and that the concerned personnel are updated at all times.

Co-ordination with the important clients (Vodafone, Idea, TTSL & SBI) & follow-ups. Escalating to Service Delivery Manager in case of any issues.

Generation and submission of all reports as perschedule.

Updation of latest Escalation matrix of Client / Vendor /Internal Team Proveninitiative Company Name: Progressive InfoTech Ltd

Client site: FedEx TSCS – Andheri-Mumbai

Position: Helpdesk Coordinator

Tenure: July 2011 to Aug 2012.

Job Description:

Monitoring ticket queue through IMS Remedy Tool.

Handling day to day calls originated from PAN India locations through ticketing tool.

Analyzing issue and providing the necessary first call/remote resolution.

Escalating the issues to appropriate resolving teams.

Handling escalations regarding service desk.

Maintaining incident tracker & RCAchecklist.

Preparing daily, weekly & monthlyreports.

Maintaining incident tracker & RCA checklist.

Preparing daily, weekly & monthly reports &dashboard.

Procuring replacement parts under AMC & on chargeable basis. Activity:

PAN India Compliance Activity

Preparation of PAN India compliance tracker

Preparation of asset inventory tracker

PAN India Deployment Activity

Preparation of PAN India deployment tracker

Preparation of asset inventory tracker

Personal Details:

Date of Birth : 26th February 1985

Father’s Name : Gautam S Sawant

E-mail : adjfxz@r.postjobfree.com

Nationality : Indian

Gender : Female

Marital Status : Married

Date:

Place: Mumbai

Signature

Smruti A Shinde

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