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
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 -
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