IT Procurement and Help Desk Specialist with 8+ Years Experience

Sunita Nitin Gaikwad

Career Objective

To establish a challenging career in the fields of Information Technology and utilizing the technical knowledge and functional experience along skills acquired to be a successful person with the success of organization.

Looking for a company which will challenge my problem solving skills and allow me to continue to develop my knowledge and potential.

Profile Summary

8 + years of work experience in diverse help desk roles.

Highly skilled in responding to tickets generated by users in a timely manner Track record of working with end users and providing Tier 1 support.

Excellent attitudes towards teamwork.

Hands-on experience in responding, tracking, and following up to telephone, emails and end user requests for support.

Excellent communication and good customer service skills

Maintaining any customer database to improve tracking, reporting and customer service.

Professional Experience Summary

Presently Working in NSC Global PVT Ltd in procurement as Senior Procurement Administrator from November 2016 till date.

From March 2016 as Inside sales executive in Satcom Infotech Pvt Ltd (Vashi)

From June 25 2014 till August 2015 as Technical Service Desk in Clariant Chemicals (India) Limited

From March 2011 till Dec 2014 as Technical Consultant for Pangea 3 Pvt Ltd

From October 2010 as Technical Consultant for SYSTIME computers Ltd.

From October 2006 as Technical Service Desk /Team Leader for CMS Info system Pvt. Ltd.

Education

Passed H.S.C from Mumbai University in the year 1996 with 50% (Second Class).

Passed S.S.C from Mumbai University in the year 1993 with 68% (First Class).

Diploma in Computer Application Technology.

Professional Experience

Company Name : NSC Global (Network Solutions and Consulting Pvt Ltd)-MAHAPE

Job Profile : Partner Management Administrator in Global Procurement.

Duration : November 2016 till date

Company Website: www.nscglobal.com

Job Role & Responsibilities:

To effectively process requests assigned by the Service Desk Team in regard to Unplanned Partner Management process within the given timeline/SLA as agreed with partners and internal stakeholders.

To also maintain quality of work and accuracy of the pricing as per Global 3rd party FE Database and the Customer Price Book wherever applicable.

Processing purchase orders and managing inventory levels.

Sourcing and evaluating vendors to negotiate favorable terms.

Maintaining strong vendor relationships and ensuring contract compliance.

Managed service orders through relevant systems, ensuring seamless coordination across sales, purchasing, and field service teams.

Adhering to procurement policies and standards.

Company Name : Satcom Infotech Pvt Ltd (Vashi)

Job Profile : Inside sales executive

Duration : March 2016 till November 2016

Company Website: www.satcominfotech.com

Job Role & Responsibilities:

Complete and maintain accurate sales forecasts, data gathering and reports for Business Managers

Conduct Post Sale Follow Up (call customer to ensure welcome letter and contract start date are correct) in coordination with service delivery engineer as appropriate.

Develop quotations in cooperation with the Purchase team based on identified sales strategy and information collected from customer or partners.

Participate in management meetings and take responsibility for sales improvement initiatives and other assigned action items.

Conduct regular customer review calls as per customer review procedure and follow up as necessary.

Perform routine follow up calls as per renewal procedure to hit Renewal Sales Goals

Perform reporting functions on an ongoing and timely basis including Quotes, Bookings and Renewals.

Maintain work areas in a clean and organized manner.

Perform any other duties assigned by your manager

2. Clariant Chemicals (India) Limited

Company Name : Clariant

Job Profile :Technical Service Desk

Duration : June 25 2014 – August 2015

Job Role & Responsibilities:

Regularly provided efficient technical support over the phone, maintaining presentable phone demeanor, courteousness, and creativity.

Diagnosed software-hardware problems, responding quickly, clearly, and resourcefully.

Take ownership of a call and seeing it through to closure.

Accurately documented all technical support and customer’s help-desk interaction.

Followed help-desk policies to the letter – Prepared reports of activity and stayed up to date regarding system information.

Escalated issues as needed and maintained communication with customer and Technical teams. Extensively utilized Remedy to record and track issues.

Having the ability to listen to, understand and defuse difficult situations.

3. Pangea3 Legal company

Company Name : Pangea 3 Legal company

Job Profile : Technical Consultant

Duration : March 2011 till Dec 2014.

Site : Andheri

Job Role & Responsibilities:

Achieved highest levels of productivity, handled over 1,000 calls per week averaging 200+ calls daily.

Provided special assistance to support remote access in adherence to company standards.

Escalated issues as needed and maintained communication with customer and Technical teams. Extensively utilized Remedy to record and track issues.

Investigating and implementing ways of reducing calls to the Help Desk.

Ensuring that all call details are captured and entered in the logging software.

Worked on Optilive Server for logging the calls.

Handling the FMS Team regarding the daily activities.

4. CMS Info system Pvt.LTD.

Company Name : CMS Info system Pvt.LTD

Job Profile : Technical Service Desk /Team Leader

Duration : October 2006 to September 2010.

Site : SYSTIME Computers

Job Role & Responsibilities:

Representing CMS COMPUTERS and deployed at SYSTIME Computers, a leading

Software Developing Company.

Attending to customer calls.

Resolving First Level calls.

Analyzing reports.

Maintaining asset tracking.

Keeping tracks of pending calls and escalation of the call accordingly.

Call logging and keep track of Vendor calls.

Vendor follow-ups, co-ordination and escalation.

Worked on Optilive Server for logging the calls.

Handling the FMS Team regarding the daily activities.

Personal Profile

Name :- Sunita Gaikwad

Mailing Address :- E 1/3/C-9,Sector 2,

Adarsh Apartments,Nerul

Navi Mumbai: 400706.

Date Of Birth : - 16th Aug 1978.

Marital Status : - Married.

Languages : - English, Hindi, Marathi, Konkani.

Contact Details

Mobile No. :- 704-***-****

E-mail Id :- ************@**********.***

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