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Pradeep Asalkar
- 1. PRADEEP ASALKAR Mobile: 09769496203 E-Mail:pradeepasalkar@gmail.com Professional Synopsis • A competent professional with 8.0 years hands-on experience in Client Servicing with leading organizations in the Service Industry • Significant expertise in techniques related to ITIL Service Management, with a strong understanding of technologies particularly in a B2B Environment • Exposure to International Projects/ Support handling. Well versed in managing and motivating teams & experience in developing procedures, service standards & operational policies for business excellence. Areas of Expertise Operations Management Maintaining production and quality parameters to deliver satisfying business experience. Handling Training & Development. Assessing customer feedback, evaluating the improvement areas & providing critical inputs. Liaising with various departments within organization to gain support /resolving issues related to Business environment. Process Management Managing processes and monitoring the overall functioning of processes, identifying improvement areas and implementing measures to maximise customer satisfaction level. Achieving goals for productivity and effectiveness as defined in operational plans. Client Servicing Providing appropriate resources to resolve escalated technical/customer satisfaction issues to ensure a quality support environment and maximize business potential for client. Implementing quality improvement measures for continual improvement in services, identifying improvement areas and implementing adequate measures to maximize Client satisfaction. Organisational Profile Wipro BPO, Mumbai Since Feb’12 – Till date Project: MS-Office 365 Exchange online support and Maintenance Role: Sr. Executive Notable Highlights: Handle migration of users from on premise exchange to exchange online. Help users with power shell command Handle MS Outlook related issues which includes Configuration, Auto discover and Calendar etc. To assist users to configure Active Directory and DNS changes required for Exchange Online. Producing management information, including KPIs and reports.
- 2. Nomura Ltd. Mumbaisince Jan’’11- Dec’11 Project: Global Helpdesk – Corporate IT Role: Helpdesk Engineer Notable Highlights: Ensure ownerships of service requests and incidents including high severity cases. Act as hub between all systems involved to ensure smooth functionality of Infrastructure. Working as a Point of Contact between end users, stakeholders, internal technical team, other teams across geographies and the vendors; overall responsible for the resolution of issues. Provide Remote Support Assistance to users to resolve the Incidents and Service Requests. Responsible for effectively communicating with stakeholders in all layers within the organization, both verbal and written. Responsible for assigning task, measuring the progress and assisting the team members for application support. Ability to analyze customer requirements and provide/communicate technical expertise to recommend an appropriate solution. Assist in creating and updating Best Practices for internal working processes and documenting it. SITEL India Ltd. Mumbai. Since Jan’09 – Sept’10 Project: Technical Support Role: Sr. Support Executive Notable Highlights: Provide assistance in resolving the issues, through Phone, Emails and other electronic medium. Provide problem analysis and resolve client issues with the aid of available help desk tools. Configuration of client's equipment to connect to the Internet via modem/DSL Router (Dial-up/DSL customers only). Configure software to connect to Internet application servers. Provide training to clients in the use of system and applications as related to Internet. Identify and correct or advise, on operational issues in client computer systems Perform creation of new accounts using company provide software tools Intelenet Global Services Pvt. Ltd, Mumbai. Since April’08 – Aug’08 Project: Technical Support E-Payments – Barclay’s Bank Role: Sr. Process Associate Notable Highlights: To provide Hindsight & Resolution of any related or technical Queries through Phone and Emails. Compiling & completing follow-ups with proper feedback’s Co-coordinating with various departments/sections for proper results & resolutions. Collaborate with team members on knowledge transfer, support policies, procedures. Streams International, Mumbai. Since Sept’06 – March’07 Project: Technical Support – WEB – McAfee Security Software’s Role: Support Professional Web Notable Highlights: To provide Hindsight & Resolution of any related or technical Queries through Phone and Emails and Chat.
- 3. Compiling &completing follow-ups with proper feedback’s Co-coordinating with various departments/sections for proper results & resolutions. Collaborate with team members on knowledge transfer, support policies, procedures Dr. Batra’s Positive Health Clinics, Mumbai. Since March’04 – Aug’06 Project: Customer Service – Patience Relations Role: Customer Relations Executive Notable Highlights: To maintain healthy and positive relationship with patients. Attend Patient grievances To make sure the appointments of the patients are scheduled on respective date & time. To take daily reports from all branches across Mumbai, Pune & Gujarat at end of day. Assisted the Business Development Manager to handle Call Centre Operations for approximately 3 months Collaborate with team members on knowledge transfer, support policies, procedures Academia Bachelor of Arts from University of Mumbai. Certifications Microsoft Certified Technology Specialist ( Network Infrastructure) Professional Courses Attended Cisco Certified Network Administrator (From RST Forum Institute) Microsoft Certified System Administrator (From RST Forum Institute. Personal Vitae Date of Birth : 27th November 1982 Address : Room no 370, SAIKRUPA soc, Janshakti Nagar, Pump house, Andheri (E). Mumbai-400093 Languages Known : English, Hindi, and Marathi References To be provided on requirement. Date: Place: Mumbai