Customer Service Assistant

Contact

Ghansoli New Mumbai

928-***-**** (Work)

adlhpf@r.postjobfree.com

www.linkedin.com/in/

avinashhake23 (LinkedIn)

Top Skills

Operations Management

Assurance & Support

Service Delivery

Languages

English (Professional Working)

Hindi

Marathi

Certifications

ITIL® Foundation 4 First Look

SSIT Certificate of Hardware &

Networking

Cisco Certified Network Associate

Routing and Switching (CCNA)

Naresh i Technologies Software

Training & Development, Hyderabad

Honors-Awards

Convenor of WEB-EINSTEIN Event

GCOEA Prajwalan-2015/16

Certificate of Appreciation for First

Rank in Diploma final year

National Technical Quiz, ZEAL-2014

Secured Second Rank

Avinash V. Hake

Assistant Manager ESOC Enterprise Service Delivery & Assurance Mumbai, Maharashtra, India

Summary

A challenging position that will utilize my extensive managerial as well as technical skills & will lead me to innovative work environment. Experience

Reliance Jio Infocomm Limited

Total Experience - 3.8 years

Assistant Manager ESOC Team

September 2018 - Present

Mumbai, Maharashtra, India

• ESOC - Enterprise Wire line Service Operations Center, ESOC Resolution SOP Adherence and ESOC Floor Hygiene Adherence.

• Ensure the SOC analyst team is providing excellent customer service and support.

• Primary corporate coordinator during initial Incident Response and Disaster Recovery operations.

• Manage Technical Support Center (helpdesk) and operations of escalation desk/tickets for all SOC and NOC issues.

• Ensure efficient and effective technical customer service as per SLAs.

• Roster management and Workload management among team members, including implementation of innovative ticket/case management techniques.

• Lead implementation for any new network updates, Planned Activities and Change Management

• Define and execute effective work processes supporting rapid response, decision making and resolution.

• Proficient in Incident Management and Response.

• Direct the activities of the NOC analyst to assure proper response in a 24x7 environment. Schedule and facilitate open communications between NOC team and field operations team.

• Enterprise Client Relationship Management.

• Working knowledge of Operational Support Escalation – Incident and Major Incident Management.

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Assistant Manager Enterprise Service Delivery & Assurance Engg. August 2017 - September 2018

Mumbai, Maharashtra, India

• Delivery of MPLS & ILL Services to the Enterprise Client & Prepare updated reports for the same.

• Enterprise Network Service Planning, Delivery, Operation, Maintenances, Assurance.

• Co-ordinate between technology term, business / stakeholders to effective delivery and managerial support to team for issues tracking, resolving and closure the same.

• Testing Work Order before Delivery to Enterprise Team & Customer.

• Worked as Project Coordinator for Enterprise Team (PCMC, HDFC, SBI, BOI, ICICI, DEN, HATHWAY, GTPL and PVR).

• Handling Enterprise Team by taking daily updates & follow-up from entire team via calls & mails.

• Maintenance of Documentation, Project Database and Work Order Management.

• Providing Internal Support for Issue tracking, Resolution and Closure same.

• Cross Functional Coordination with Business, Fiber, Infra, Construction and O&M Team for ensuring status of work.

• Troubleshoot and resolve non time sensitive workstation level incidents while following Thrive’s Standard Operating Procedures and Best Practices.

• Coordination with RESQ/Vendor team for ensuring WIP & Reports.

• Knowledge and experience with Microsoft Office products including Outlook, Word, Excel, PowerPoint and Teams.

• Strong Analytical, Problem Solving, Time Management and Decision Making Skills.

Education

Savitribai Phule Pune University

Master's degree, Operations Management · (2018 - 2020) Government College of Engineering, Amravati

Bachelor of Technology (B.Tech.), Information Technology · (2014 - 2017) Maharashtra State Board of Technical Education, Mumbai, India Diploma, Information Technology · (2011 - 2014)

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Tools

HPSM - Incident Management

Citrix-Xshell

Order Care

PuTTy

Genesys

CNAAP

NovelVox

NOC Apps

Strengths

Quick Learner

Positive Attitude towards Work

Team Management & Coordination

Active for New Technology

and Tools

Contact this candidate