Vijay Borate
Senior End User Specialist / Operations Team Lead
Panvel
Summary
IT professional with 10 years of experience in end-user support, including roles as Operations Team Lead, Assistant Team Lead, and Senior End User Support Specialist. Proven expertise in managing support teams, ensuring SLA compliance, and handling VIP/VVIP requests. Skilled at providing excellent user support and improving team performance.
Overview
8
8
years of professional experience
2
2
Certifications
Work History
Operations Team Leader
Jio Platform Limited
Navi Mumbai
6 2017 - Current
- Lead Team:
- Supervise team of 11 support specialists.
- Oversee daily operations, assign tasks, and provide mentorship and training.
- Conduct daily review meeting with team.
- Managed daily operations, ensuring smooth workflow and timely completion of tasks.
- Operational Performance:
- Ensure daily operational parameters are met.
- Maintain Customer Satisfaction (CSAT) partition at 30% and above.
Achieve CSAT score of 95% or higher. - Meet VIP Service Level Agreement (SLA) standards of 95% or above.
- IT Service Desk and Asset Management:
- Manage IT Service Desk and asset management.
Support users with IT issues in timely and professional manner. - Maintain asset management system to ensure accurate inventory and compliance with organizational policies.
- Compliance and Security:
- Ensure compliance with internal policies, including data protection and IT security standards.
- Technical Support:
- Provide technical support to RCP onsite and State Offices.
- Configure hardware, devices, and software to set up workstations for employees.
- Resolve issues with systems, hardware, and telephones quickly and accurately.
- Install, configure, and troubleshoot mobile applications as defined by IT policy on Android and iOS.
- Escalation Management:
- Manage escalations and technical issues, ensuring timely and effective resolution.
- Collaborate with different tower teams and supervisors to address customer inquiries or technical issues.
- Team Development:
- Conduct performance reviews and provide coaching.
Facilitate professional development for team members. - User Training and Support:
- Train and support end-users with software, hardware, and network standards and processes.
Technical Support Engineer
Groupon Technology Pvt Ltd
11.2016 - 5 2017
- Technical Support and Troubleshooting:
- Configure and troubleshoot desktops and laptops within network.
- Resolve issues with Windows, Microsoft Office, Skype for Business, MS Teams, and other internal applications.
- Network and Printer Support:
- Install, configure, and troubleshoot network (LAN, WLAN) printers.
- Asset Management:
- Allocate and deploy various assets.
Maintain records in accordance with Standard Operating Procedures (SOP). - Ticket Management:
- Perform daily reviews of open tickets and ensure proper closure.
- Team Meetings:
- Attend weekly team meetings.
- Update on any open issues and report on escalations.
IT Support Engineer
Shro System Pvt. Ltd.
04.2016 - 09.2016
- Technical Support and Troubleshooting:
- Provide 1st line technical support by answering support queries via ticketing tool, phone, and email.
- Respond to inquiries from clients and help resolve hardware or software problems.
- Troubleshoot all types of hardware and software application issues.
- Configure and troubleshoot desktops and laptops, including managing backup and recovery.
- Configure and troubleshoot printers, scanners, and LAN-related issues reported by users.
- Install, configure, and troubleshoot Lotus Notes tools.
Install, configure, and troubleshoot Cisco IP Communicator and Movi for video conferencing. - Ticketing and Documentation:
- Answer incoming calls and log all user questions and issues accurately and efficiently into the ticketing system.
- Data Migration and Assistance:
- Assist users with data migration from desktop to laptop and provide shared paths for copying data.
- Development Tools:
- Work closely with the development team to install development-related tools.
Education
B.E - Electronic And Telecommunication Engineering
Shivaji University
H.S.C - Science Education
Wardhaman Jr. College
Walchandnagar, IndapurS.S.C - undefined
Utkarsha Vidyamandir Kalthan No.1
Skills
LAN/WAN
Switches, Router's,Gateway, IP Services DHCP
DNS,OSI,TCP/IP,IP Addressing,Classes of IP Address
AD
Office365
MS Teams
Desktop/Hardware Support
Help-desk Operation
System Installations/Upgrades
Printer
Staff Supervision
Staff Training
Team Member Training
Performance monitoring
Operations Management
Audit reporting
Technical Support
Technical Troubleshooting
System Troubleshooting
Problem-Solving
Teamwork and Collaboration
Remote Support
Ticket management
Hardware upgrades
Application installations
Software Installation
System Configuration Changing
Customer Service
Hardware Configuration
Certification
MCSA
Languages
English
Hindi
Marathi
Timeline
Technical Support Engineer
Groupon Technology Pvt Ltd
11.2016 - 5 2017
IT Support Engineer
Shro System Pvt. Ltd.
04.2016 - 09.2016
Operations Team Leader
Jio Platform Limited
6 2017 - Current
B.E - Electronic And Telecommunication Engineering
Shivaji University
H.S.C - Science Education
Wardhaman Jr. College
S.S.C - undefined
Utkarsha Vidyamandir Kalthan No.1
MCSA
CCNA
Similar Profiles
Shivam D SahuShivam D Sahu
Deputy Manager at Jio Platform LimitedDeputy Manager at Jio Platform Limited
PUNEET WANGOOPUNEET WANGOO
Deputy Manager at Jio Platform LimitedDeputy Manager at Jio Platform Limited
Tarun MuralidharTarun Muralidhar
Software Developer at Reliance Jio Platform LimitedSoftware Developer at Reliance Jio Platform Limited