Benito Bensiger

Team Lead- Operations

** ***** ** ** ********** including 6 Years in Operations Manager. Expertise in Operations handling includes coordinate and manage day-to-day operations. Have excellent computer skills in Technical Support and Operations management. Provide individual and collective training support to personnel including mentoring.

Skills

Windows Server 2003/2008/2012 Client Management

Windows Desktop Remote Support Network Operations

Fortigate Firewall Operations Management

Ticketing Tools-Hesk, CRM Performance Management

Technical Support MS Office, GSuite

Email/ Chat Support Remote Support Tool-Logmein Rescue Jira Trello Board and Slack Communication

Work History

2021-04 – Present Team Lead- Operations

Varal Consultancy, Dubai, DMCC

Order Execution and Service Delivery and keeping the SLA with clients

Building relationships with external entities and Dubai Jurisdictions and other vendors

Managing a team of members and assist and guide those to build the automation track for product website and English code building to develop the automation.

Building and implementing the business process, KRA and drive the team towards achieving the monthly targets.

Train the people to align the team operations and guide them.

Identifying new business opportunities and new vendors.

Database management in Google Sheets and Google Docs.

Creating projects and manage the projects in Jira 2017-08 – 2020-09 Manager –IT Operations and Technical Support Seven Servos Software Pvt Ltd. Bangalore, Karnataka

Developed and implemented daily operations plans such as employee assignments, operation planning, ticket and chat handling.

Provide Windows Technical Support using Logmein Rescue Software and Bold Chat.

Provide the Technical Support for windows desktop issues and various applications like MS Office, Outlook issues, iTunes Issues and other third party applications

Identify the root cause analysis and resolution steps and prepare the Knowledge base.

Maximized productivity by establishing specific goals and managing operations.

Boosted team performance with enhanced employee evaluation processes.

Developed and maintained relationships with customers through continual communication.

Advanced productivity KPIs by leading trainings on procedures and conducted periodical performance reviews.

Preparing and submitting weekly performance reports and dashboards based on various observations through the ticketing tool HESK and Logmein Reports.

Implemented policies and standard operating procedures for continuous improvement.

Taken initiatives to reach the SLA by categorizing the issues and assigning to different teams.

Taken steps to increase the company turnover by promoting added support services.

2013-12 – 2017-07 Manager –Technical Support Operations Tuneup System Software Pvt Ltd, Bangalore, Karnataka

Managerial duties include; team coaching/leadership, point of escalation, ticket resolution, team schedule, project coordination, auditing, employee’s relations, client management, performance management and people management.

Providing evidence and reports of KPIs to senior managers on a weekly basis.

Continuously measure and evaluate the departmental goals and all work processes.

Working alongside other Operations Managers to deliver continuous efficiencies and cost savings.

Implemented new Technologies to maximize the productivity by implementing dual monitor to handle two issues at the same time and ticketing support to monitor and channelized the process.

Implemented policies and standard operating procedures for continuous improvement.

Conducted performance reviews each quarter, offering praise and recommendations for improvement.

Implemented troubleshooting, root cause analysis and issue resolution and preparing knowledge base.

Boosted team performance with enhanced employee evaluation processes. 2011-06 – 2013-11 Senior Network Engineer- GNOC Operations Sify Technologies, Bangalore, Karnataka

Implementation and maintenance of Network structure including Network designs.

Capacity Planning and Change Management.

Responding customer calls and tickets and from various team and customer tickets.

Monitoring network infrastructure and links and bandwidth to keep the 100% uptime.

Link provisioning and Management.

Maintain the asset details and keep tracking of the asset movement and change management planning.

Monitored and maintained network and software components according to established guidelines and best practices.

Prepared operational reports, including trouble resolution and analysis, project status, equipment and network requirements.

Provided detailed information on hardware and software products so that appropriate stakeholders could make suitable purchasing decisions.

Supported data center power and cooling infrastructure and consistently applied critical facility operational best practices 2008-06 – 2011-05 System Administrator and MIS Operations Atrium Transcription Services, Bangalore, Karnataka

Implemented, developed and tested installation and update of file servers, print servers and application servers.

Installed and upgraded internal and third party software related to Medical Transcription.

Implemented corrective plans of action for network performance issues including availability, utilization, and latency.

Planned and implemented and upgrades the system hardware and software, resulting in best performance and reliability.

2001-07 – 2008-05 System Administrator and MIS

Dina Informed Systems (P) Ltd, Chennai, Tamil Nadu.

Installation and Administration of Windows server 2003/2008 Server and windows desktop.

Configuration, installation and maintenance of network activities.

Day to day operations of Medical transcription operations including dictation and transcribed document.

Preparing performance report for various departments. 1996-05 – 1998-07 Computer Operator & Technical Assistance Angler Implex (P) Ltd, Kanyakumari Dist, Tamil Nadu.

Worked as a Computer Operator & Technical Assistance Education

2016-06 – 2018-03 Master of Business Administration (Systems) Madurai Kamaraj University, Tamil Nadu

2006-06 – 2008-03 Bachelor of Computer Applications Madurai Kamaraj University, Tamil Nadu

1993-06 – 1996-04 Diploma: Computer Technology

Morning Star Polytechnic, Tamil Nadu

1990-06 – 1992-09 Higher Secondary School: Computer Science St Aloysius HSS, Tamil Nadu

Certification Course Completed

MCSA

CCNA.

Contact Details

Address: Bengaluru, Karnataka

Phone: +91-990*******

Email: adpgtk@r.postjobfree.com

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