Devendra Ashok Panchal
IT Technical Associate
Mumbai
Summary
Developed strong collaborative and multitasking skills in fast-paced environment, ensuring efficient handling of various tasks. Transitioning into new field with focus on leveraging problem-solving capabilities and adaptability. Seeking opportunities to apply and grow versatile skills in dynamic and supportive setting.
Overview
11
11
years of professional experience
3
3
Languages
Work History
Associate
Pricewaterhouse coopers Pvt.Ltd
10.2021 - Current
- Review pending tickets regularly and extend all support for swift closure
- Improve and/or implement processes and procedures where needed to meet service levels and end user support needs
- Create client facing communication to address service outages, system upgrades and general IT informational announcements
- Monitor open tickets to assist in moving issues forward and ensure closure in a timely manner
- Monitor the ticket quality and solution provided and ensure the reopen count must be in control
- Improve and/or implement processes and procedures where needed to meet service levels and end user support needs
- Improve and/or implement processes and procedures where needed to meet service levels and end user support needs
- Better end user management contain all end user escalations at your level and extend quality support
- Ensure are SD SOPS are reviewed and updated Half Yearly
- New SOPs must be available with CSD and Location before the service launch."
- Timely asset allocation to new joiner
- Timely exit clearance
- Druva compliance at the respective sites
- PAN India Asset compliance
- Identify service gaps and establish programs to address the gaps
- To identify key priorities, understand and align their expectations, proactively resolve issues
- No repeat audit point & open issues must be completed on time as committed
- Audit Ratings must be better or equal to the last audit
- To manage and monitor the ticket handling of FMS partner
- Fast resolution means improve customer satisfaction
- Ensure dc and eway bills are timely created for replacement pickups
- Timely exit clearance
- Vendor coordination and ensure all the assets are returned timely
- Timely disk wiping and end to end coordination with the team
- Regular license reconciliation and timely procurement as per the need"
- Participation in PAN India impact projects
- Customer satisfaction
- Quarterly connect
- To ensure project is done on time
- Do research and identify the solutions for selfheal & self-support
- Regular ticket analysis and reduce the incident ticket volume
- Daily/Weekly/Monthly connect with Site in charge/Ops leads with MOM
- Gain new knowledge or information that helps to do things better and align self as per organization and department vision.
Site In charge/Lead
Wipro Infotech, Pricewaterhouse coopers Pvt.Ltd
10.2003 - 09.2018
- Technical support L2
- Achievements and responsibilities-
- Responsible for planning and delivery - Delivery quality compliance, resource economic utilization and customer satisfaction
- Call analysis and conclusion over reduction of calls
- Resource Optimization Planning
- Resource Availability and Capacity Planning
- Providing Training to Service Desk teams in regards with process / quality improvement, to achieve better quality of service QoS
- Managing Support Desk of 20 members including asset team
- Probing user and creating awareness session regarding Information Technology
- Always keep strong vigilance on persistent issues and tries to get that sorted out at the earliest with ensuring that operation claiming technology downtime should be low
- Handling escalation of remote users and handling VIP users
- First point of escalation for any issues related to IT for service desk
- Manage escalations on service delivery issues with Customer
- Part of CSAT improvement
- Part of Governance team for Quality and Process improvement
- Weekly and Monthly review with Team and Clients for performance improvement and future planning on Resource Management
- Responsible for Risk Identification and Mitigation plans for the Risks identified
- Assist team members and provide support and solutions to customer queries to meet company objective.
Site In charge/Lead
Pricewaterhouse coopers Pvt.Ltd
02.2016 - 09.2018
- Technical support L2
- Resource Availability and Capacity Planning
- Providing Training to Service Desk teams in regards with process / quality improvement, to achieve better quality of service QoS
- Managing Support Desk of 20 members including asset team
- Probing user and creating awareness session regarding Information Technology
- Always keep strong vigilance on persistent issues and tries to get that sorted out at the earliest with ensuring that operation claiming technology downtime should be low
- Handling escalation of remote users and handling VIP users
- First point of escalation for any issues related to IT for service desk
- Manage escalations on service delivery issues with Customer
- Part of CSAT improvement
- Part of Governance team for Quality and Process improvement
- Weekly and Monthly review with Team and Clients for performance improvement and future planning on Resource Management
- Responsible for Risk Identification and Mitigation plans for the Risks identified
- Assist team members and provide support and solutions to customer queries to meet company objective.
Technical Support Engineer
JVPG Club
03.2015 - 02.2016
- Achievements and responsibilities-
- Installing new computer systems and connecting them into LAN
- Handling windows server 2003, Quick Heal Antivirus server, and Active directory
- Installation of wireless routers and troubleshooting wireless network issues
- Installing and managing thin client systems
- Support local and remote users with Windows system related issues
- Configuring and troubleshooting user mail accounts in C-Panel mail console
- Taking backup for weekly basis
- Troubleshooting resolving all Computer Hardware Related Problems
- Installing Troubleshooting Network Local Printers
- Software installation and configuration
- Backup and Recovery of data
Technical Support Engineer
Abu Dhabi Commercial Bank, Comnet Solution Pvt Ltd
12.2014 - 03.2015
- Achievements and responsibilities-
- Installing new computer systems and connecting them in to LAN
- Installing and managing thin client systems
- Support local and remote users with Windows system related issues
- Support end users on complex technical issues including problems related to applications, client computers and servers
- Maintain asset inventory on monthly basis.
Technical Support Engineer
Axis Bank, Wipro InfoTech
04.2013 - 12.2014
- Achievements and responsibilities-
- Managed monthly branch visit for Mumbai Region
- Able to handle 15+ calls per day
- Installing new computer systems and connecting them in to LAN
- Installing the basic OS and the supporting software as per the guidelines of the organization
- Recording the model number of each installed hardware component and forwarding the details to the administrative authorities
- Attending the maintenance calls by the users and handling Ticketing
- Creating new archive in Lotus mail and troubleshooting problems related with it.
Education
Bachelor of Arts - Arts
Mumbai University
Mumbai 04.2001 -
Skills
Customer service
Decision-making
Team collaboration
Problem-solving
Issue resolution
Leadership qualities
Customer interaction
Work Planning and Prioritization
Task prioritization
Performance improvement
Customer service orientation
Process improvement
New hire training
Result interpretation
Timeline
Associate
Pricewaterhouse coopers Pvt.Ltd
10.2021 - Current
Site In charge/Lead
Pricewaterhouse coopers Pvt.Ltd
02.2016 - 09.2018
Technical Support Engineer
JVPG Club
03.2015 - 02.2016
Technical Support Engineer
Abu Dhabi Commercial Bank, Comnet Solution Pvt Ltd
12.2014 - 03.2015
Technical Support Engineer
Axis Bank, Wipro InfoTech
04.2013 - 12.2014
Site In charge/Lead
Wipro Infotech, Pricewaterhouse coopers Pvt.Ltd
10.2003 - 09.2018
Bachelor of Arts - Arts
Mumbai University
04.2001 -