Project Manager Customer Service

CURRICULAR VITAL

RAHUL RAMESH SALVE

Date of birth: 10th Nov, 1989

Adds: 30 –B, Anand Nagar, Contact no: 977-***-****

Sion trombay road, Chembur Email ID: ************@*****.***

Mumbai 400071. Govt. of Maharashtra DIREDTORATE OF EMPLOYMENT& SELF-EMPLOYMENT NO.200-***-****

•OBJECTIVE

•To join an organization which offers me the opportunity to harness my potential and with ample opportunity to grow

•Looking for opportunities to do projects that demand innovation, flexibility and resource fullness.

•EDUCATIONAL QUALIFICATION

•

Standard

Percentage

University\college

Year of passing

BSc Computer Science

62.12

Premier College

2014

Diploma in

(computer technology)

65.45

M S B V E

2011

H. S. C.

75.33

University of Mumbai

2009

S. S. C.

55.23

University of Mumbai

2007

EXTRA QUALIFICATION

Course

Grade

Institute

Year of passing

Computer hardware, maintenance,

Installation, networking & multimedia

B +

IDEMI

2009

Ethical hacking

Pass

NIIT

2010

Object oriented programming language

Pass

NIIT

2010

Advance animation &film making

B +

IDEMI

2011

Linux red hat operating system

Pass

CONCOURSE

2011

ITIL V4 Foundation

A+

UDEMY

2022

Six Sigma

Yellow Belt

HCL

2017

PMP

Pass

Cyber ray

2019

ITSM

Pass

Master Projects

2019

Customer Service Mastery: Delight Every Customer

Pass

UDEMY

2022

•Language known: English, Marathi, Hindi.

•Hobbies: reading books,

•Extra Proficiency: - Microsoft office.

•(All Excel formulas, V-Lookup, Macro etc….)

•WORK HISTORY

•Embee InfoTech: - (2012 Jan to 2012 Dec.)

Client: - Reliance capital.

•Working as RIM support.

HCL Info system: - (From 13 Feb 2013).

Client: -Pidilite industries. (13 Feb 2013 – 01 Jan 2015)

•Working as Team Leader.

Client: - Air India (02 Jan 2015 – 05 Mar 2015)

•Working as Team Leader.

Client: - Daimler (Mercedes Benz). (06 Mar 2015 – 11 May 2015)

•Working as Team Leader Site in charge.

Client: - UTI Mutual Fund Mumbai (13 May 2015 – August 2018)

•Working as Project Leader, Operation’s

•Karvy InnoTech Ltd: - (From 1st Sep 2018- 30th Aug 2020).

Client: - UTI Mutual Fund Mumbai (From 1st Sep 2018 to 30th August 2020)

•Working as Project Leader, Operation’s

•Progressive InfoTech Pvt Ltd: - (From 1st Sep 2020).

Client: - UTI Mutual Fund Mumbai (From 1st Sep 2020 to till date)

•Working as Project Manager

ROLES AND RESPONSIBILITIES

PROJECT MANAGER

Operation Management

Team leading /Co-ordination IT Helpdesk, FMS and AMC.

SLA Maintaining as per the SCOP with respect to multiple severity.

Understanding Technical Problem and doing through analysis.

Team meeting and conducting training on Technical issues.

Preparing the daily workloads for staff and coordinating the daily allocation of work.

Motivating the team to achieve high standards and targets.

Handling new client inquiries and acting as the face of the company.

Mentoring and training up junior and new joined staff.

Arranging & chairing weekly team meetings, focusing on targets & achievements.

Implementing new initiatives, involved in the recruitment of new staff.

Feedback session, CSAT.

Engineer’s performance monitoring with the help of calls record in tool.

Vendor / Procurement (AMC and warranty/ FMS) co-ordination and escalation.

Issue resolution and end user satisfaction.

Working on escalation up level 3.

Resource availability record maintaining.

Server level troubleshooting.

DR (Disaster recovery) drill maintenance.

POC.

Leave Management.

Backup resource arrangement

INCIDENT MANAGEMENT

Number of repeated Incidents

Incidents resolved Remotely

Number of Escalations

Number of Incidents

Average Initial Response Time

Incident Resolution Time

First Time Resolution Rate

Resolution within SLA

Incident Resolution Effort

Root cause analysis and report preparation.

ASSET MANAGEMENT

Asset inventory caring with respect to IMAC and proper deployment to end user.

All the deployed asset details, warranty and insurance etc.

Asset hosting as per the company standards.

Asset deployment confirmation checklist and inventory verification.

Inventory updating on daily basis.

Asset verification or audit on quarter basis.

Asset AMC and FMS /Warranty verification.

Asset explorer tool handling (Manage engine, Maestro, Tefilla, Astra, WHD Solar wind, WorkElevate, Service Now etc...)

Billing for AMC asset and FMS.

Released asset process and closer.

Asset reconciliation with AV and patching data.

Buyback asset data wiping out and handover.

Conducting PM, PAV (Physical asset verification) twice in year through remote or visit on site.

VENDOR /PROCURMENT MANAGEMENT

Multiple vendor coordination with respect to required goods.

Cost analysis and negotiation.

Vendor AMC records.

Regular vendor review /update with respect to issue.

Monthly review meeting with respect to service and escalation point as per the contract.

Continues and proper follow-up as per the escalation matrix.

Updating on vendor’s long pending issues and calls.

Budget supervision every fortnightly.

Onsite support arrangement with the help of vendors.

DATA ANALYZING

Engineer’s daily calls update and issue checking.

Calls /issue allotment to the next level engineer and analysis.

Repeat/problem cases analysis.

Server’s up-time/ down-time and backup record maintaining.

Most priority issues (S1/ S2) highlighting to the senior management.

IT Helpdesk E-mails management and response.

Checklist Management.

Cross verification with engineers attended calls.

Server Tape’s management.

SLA Management.

Antivirus record maintaining on the basis of utilization.

MIS

Daily engineer’s skill report.

Daily performance report.

Daily performance dashboard.

Daily SLA calculation.

SDR review

Compiling remedial action reports.

Daily, weekly and monthly network report (Uptime and down time).

Weekly MIS presentation.

Monthly MIS presentation.

Divisional dashboard presentation for respective dept.

MDMRM presentation. (Managing Directors Monthly Review Meeting)

Audit perspective presentation like ISO audit.

All the presentation and report discussed with Manager and respective senior host people.

Friendly worked with Manage engine desktop central and IT 360.

Asset Explorer tool.

Team Management/PMS

Project dashboard.

APPLICATION SUPPORT

Protect applications from viruses and malware

Ensure there is enough database space

Ensure the operating system is up to date

Provide hardware support

Manage upgrades and patches

Ensure scalability in case you need to add users

Application vendor coordination.

Application issue identification and escalation.

TECHNICAL SKILL

Active Directory, user creation, modification etc.

Policies review and OU creation.

Remote Desktop, DHCP, DNS, VPN.

FTP, SFTP, LAN, WAN.

Desktop Applications - Installation, Configuration & Troubleshooting.

HP, Dell, IBM laptops/PCs.

VNC, Team Viewer, Ammyy Admin – Installation, Configuration & Troubleshooting.

Providing personalized IT infrastructure support and basic network administration

Assist users in a service desk (FTR/FCR) setting by troubleshooting and resolving issues via phone or remote tools.

Respond to requests and problems including installing, monitoring, diagnosing, repairing, maintaining and upgrading all PC/Thin Client/LAPTOP hardware & software to ensure optimal workstation performance

Interact with application software and operating systems to diagnose and resolve unique, non-recurring problems

Provide customer assistance using Active Directory services and remote access tools

Ensure systems are configured according to company policy and protected from viruses

Administered logged complaints timely follow-up till the final resolution

Inducting users about newly installed software’s and updates.

Treading application support.

CCIL Application support.

Bloomberg treading application support.

Turrets support.

Data wipe application support.

Service Now ticket tool.

PROJECT’S

Data Center Migration from old to New.

Asset tagging with PAV successfully done with 100%.

Windows migration from Win XP to Win 7 successfully done.

Antivirus communication broad band location, Lease line location successfully done.

Zoho Manage engine service desk plus with auto technician implementation successfully done.

Zoho Manage engine asset management module implementation.

Asset explorer tool implementation successfully done.

New asset deployment, with configuration data backup.

Maestro ticket tool implementation.

Astra asset tracker tool implementation.

Bots tool implementation for Password Management.

Stellar bit-eraser tool POC and implementation.

Blancco cloud data wipe tool implementation.

Mails application migration from IBM lotus to Office 365 outlook migration.

Proxy migration from web sense to force point.

Windows migration from windows 7 .8.1 to windows 10 successfully done.

Citrix to VPN migration successfully done.

Mail archive migration from Lotus noted to outlook 365 successfully done.

Work from home (WFH) RDP, MSTSC access management through VPN successfully done.

TITUS, Data classification tool deployment successfully done.

DLP (Force point, CASB) tool deployment successfully done.

Workgroup to domain joining activity successfully done for 1500 users.

WorkElevate chat bot implementation UAT and Production successfully.

VAPT of multiple applications.

Total experience: - 11 Years.

Passport No: - M7723578 (Expired on: - 25-03-2025)

I believe my knowledge in the above mention fields coupled with my affinity for job satisfaction make me a qualified candidate for your esteemed organization.

Date:

Place: Mumbai

You’re sincerely

(Rahul R. Salve)

Reference available on request

Contact this candidate