Time Work Support Analyst

NAVJOT SINGH DHOGLA

Address - Waterdown, Ontario, Phone no. +1-226-***-****, Email: ************@*****.***

Operations Team Lead, Systems Analyst and Tech Support Analyst with 9 years of experience in handling various Teams, skilled in Process. People and Client management

Professional Experience

TATA CONSULTANCY SERVICES: 29th Aug 2018 - 9th Aug 2022

1.Project/Client – Google (YouTube TV) from August 2018 till January 2021

Role - Worked as an operations Team Lead from 29TH AUG 2018 – 3rd Jan 2021

2.Project/Client –PricewaterhouseCoopers (Learning & Development)

Role - Worked as an operations Team Lead from 4th Jan 2021 – 9th Aug 2022

Project 1 responsibilities

●Efficiently handled Blackout Operations of YouTube TV since the project's inception and served as a Lead for a team of 56 members

●The nature of work included interacting with Major Television & Sports Networks of the United States to efficiently manage their content on YouTube TV via Google’s home-grown applications

●Implemented advanced strategies for gathering, reviewing and analyzing data to improve overall project health

●Worked effectively under pressure to meet deadline of frequently assigned ad hoc tasks

●Trained and supported team members and set up QA team to analyze performance to achieve client expectations

●Analyzed data, updated/enhanced dashboards to prepare reports to present it in weekly, monthly and quarterly business reviews conducted with the client

●Actively participated during multiple visits from client, conducted a walk-through of all workflows and showcased flaws in the process/tools and how we currently handle them

Project 2 responsibilities

●Overseeing a team of 78 team members consisting of Web and Software developers, Designers, Process owners, Content creators working together to develop end to end courses for PWC’s e-learning portal

●Conducting daily stand-up calls with the team to understand the challenges faced by them, and provide solutions/work-around to ensure that the TAT is met for each course

●Collating data from all processes and preparing Weekly, Monthly & Quarterly business review reports

●Working on Team utilization, inflow of volumes, process-wise idle time to present to the TCS management

●Updating Capacity planning, Leave management & all other Team management related trackers everyday

●Attending Client calls/meetings to discuss the ongoing Team performance, and planning ways to increase productivity with current headcount

●Enhancing current Process Workflows, Tools and Dashboard to include granular level data of course deliveries

Sonata SOFTWARE LTD.: July 2013 – Nov 2016

Project/Client – PepsiCo Ltd.

Role - Worked as a systems analyst FROM

●Troubleshooting Outlook & PepsiCo assigned applications related to manufacturing, warehouse, order, and packaging.

●Server monitoring. Reporting and handling the communication bridge between various teams to fix critical issues affecting the manufacturing process.

●Creating network accounts, outlook accounts (O365), granting access to users and troubleshooting the same.

●Assisted in creating daily, weekly, monthly, quarterly & yearly reports which explained the performance, target achieved, areas of improvement of team members. These reports were discussed with the clients every fortnight.

●Worked on GSM as a ticket raising tool and played an important part in the transition process from HP OVSD to GSM.

●Assisted new team members in understanding the project and provided timely feedback to ensure their productive engagement in the team.

●Managed the work schedule of the team on a monthly basis.

●Assisted other project team members on PC and applications issues.

●Worked on Active Directory to grant, remove or edit user accesses.

●Supported VPN related issues, Network & connectivity issues, Laptop re-imaging

●Worked on TWS (Time Work Scheduler) to monitor jobs and job streams. Any failure of the jobs were immediately reported to the respective teams and fixed in a few minutes

Tech Mahindra: August 20011 – June 2013

Project/Client – Three UK (Or 3): Mobile Phone Network Provider

Role – Worked as a customer relations advisor

●Assisted customers in troubleshooting technical queries on various phones except non-branded ones

●Effectively resolved internet and network issues on phone and third-party applications

●Located the issues with mobile phone network and provided accurate resolution time to the customers for the network to be up and running

●Came up with a few out of the box resolutions for various issues on phones that we face in our day-to-day life

●Hands-on experience on different models of phones such as HTC, SONY, BlackBerry, Huawei, ZTE, Nokia, Motorola, and Samsung

●Suggested customers a few troubleshooting steps to connect to a working network mast to latch onto a 3 network

●In case of absence of 3 network, helped customer to latch onto the back-up network (Orange) which is a third-party network that 3 has a tie-up with

●Supervised and provided technical back up for team members in on-the-job training and Internal Audits

●Prepared various reports such as retrieving cases, exception and OT slots, maintaining performance trackers daily, weekly and monthly reports of my team

Education

Bachelor of Computer Applications from Savitribai Phule Pune University

Currently pursuing Project Management from Conestoga college in Kitchener

Technical Knowledge

●Python, C, C++, Java, well versed in MS Office, G suite

Acknowledgement

I, hereby, acknowledge that the information given above is true to my knowledge.

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