Ashwin Thomas
Dubai,United Arab Emirates
Summary
With 7.9 years of experience as Technical Operational Supervisor with a strong understanding of IT Service Desk Operations and a proven track record in successfully managing and motivating teams to achieve operational goals. Proficient in identifying operational issues and implementing effective solutions. Skilled in handling service desk transitions and ensuring client satisfaction. Possesses expertise in performing Knowledge Checks and proficiently utilizing multiple ticketing platforms and selfhealing and selfhelp tools, including ServiceNow, BMC Remedy v2 and v3, Nexthink and Tachyon.
Overview
8
8
years of professional experience
Work History
Helpdesk Supervisor
NTT DATA Services
Bangalore, India
10.2021 - 08.2023
- I was responsible for managing and leading the group of more than 30 associates in the team
- Responsible for managing the SLAs and KPIs, Daily Operations & Service Improvement for the account
- Responsible for achieving target NPS levels within the Infrastructure support boundaries
- Responsible for best practice standards & grow the scope of services through customer service & partnership
- Achieving best-in-class operating model by quickly identifying simplified processes, efficiency & productivity enhancements & maturing our resource management methods
- Responsible for cost effectiveness & benefits for the account leadership during the project tenure
- Driving HC Optimization & SD savings with the help of senior leaders & SDI team
- Managing business analytics as per Client's requirement
- Managing all the escalations from the Client and other assignee groups followed with RCA and feedback sessions for associates
- Responsible for driving the Shift left activities with effective CBA summary through SDI team
- Driving all High Severity issues (P1/P2), Resolution Bridge calls for service restoration, effective coordination, escalation, notification and resolution
- Responsible for career development/planning, performance and pay discussions of team members
- Facilitate the support teams and Stakeholders on the bridge and ensuring that the issue is resolved within the assigned SLA window
- Managing/driving ITIL best practices/Service Delivery & Support for Global support center such as SLA/OLA driving RCA for clients
- Representing the tower on Monthly Client review & Executive Steering committee to discuss high level business updates, changes, success stories & issues
- Working with account leadership for the development and implementation of strategic plans, initiatives, and direction.
- Identified skills and performance gaps to provide resources and additional training.
- Practised confidentiality with sensitive customer information to protect privacy.
- Utilised ticketing system to track timeline and resolution of problems.
- Implemented guidelines and procedures to support IT department.
- Attended service liaison meetings with customer representatives to raise awareness and update policies and strategies.
- Set team goals to define performance and productivity.
Helpdesk Analyst
NTT DATA Services (formerly Dell Services)
Bangalore, India
08.2019 - 09.2021
- Offered bespoke solutions to tackle security and performance issues.
- Promoted company values and vision, ensuring full team adherence and investment.
- Monitored staff performance levels, implementing necessary changes to improve productivity and meet targets.
- Mentored and coached junior staff to produce high-performing, quality team members.
- Developed and implemented strategic processes for improved productivity and profitability.
- Expertly led teams of 28 to successfully achieve productivity KPIs.
- Resolved employee relations issues and navigated disciplinary proceedings.
- Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
- Fostered positive employee relationships through communication, training and coaching.
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
- Led shifts and motivated team to drive sales.
- Trained and empowered staff to resolve complaints appropriately to maintain customer satisfaction.
- Undertook regular performance reviews to identify areas for improvement.
- Promoted professionalism and effective communication among staff to develop productive relationships.
- Maintained up-to-date data, records and receipts for audits and reconciliation.
- Monitored and documented performance and up-time for company products.
- Supported trials for new product development through maintaining communication between customers, sales and design.
- Participated in weekly department meetings to provide input on new and technical processes.
- Leveraged available resources, knowledge and equipment to resolve customer requests.
Helpdesk Senior Associate
NTT DATA Services (formerly Dell Services)
Bangalore, India
07.2018 - 07.2019
Helpdesk Associate
NTT DATA Services (formerly Dell Services)
Bangalore, India
12.2016 - 06.2018
Technical Support Engineer
Mphasis
Mangalore, India
05.2015 - 12.2016
Education
Bachelor of Computer Application (BCA) -
St Aloysius College
2015
St Michael's PU College
Madikeri, India2012
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Secondary High School
2010
Skills
- ITIL
- Cisco
- Windows expertise
- Citrix
- Microsoft Outlook
- Mac OS expertise
- Office 365
- Team management
- Active Directory
- Service desk management
- Performance reporting
- Incident management
- Desktop support services
- Microsoft Office 365
- ITSM
Languages
English
Fluent
Hindi
Fluent
Malayalam
Fluent
Tamil
Fluent
Timeline
Helpdesk Supervisor
NTT DATA Services
10.2021 - 08.2023
Helpdesk Analyst
NTT DATA Services (formerly Dell Services)
08.2019 - 09.2021
Helpdesk Senior Associate
NTT DATA Services (formerly Dell Services)
07.2018 - 07.2019
Helpdesk Associate
NTT DATA Services (formerly Dell Services)
12.2016 - 06.2018
Technical Support Engineer
Mphasis
05.2015 - 12.2016
Bachelor of Computer Application (BCA) -
St Aloysius College
St Michael's PU College
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Secondary High School
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