www.microland.com Ltd Mumbai : Helpdesk Executive

[Admin]

Microland Ltd Mumbai : Helpdesk Executive
Company Name: Microland Ltd
Company Location: Mumbai
Designation of the vacancy: Helpdesk Executive
Company E-mail for contact: o_ushaj@miroland.com
Company Website: www.microland.com

Details of the job:
Hi,

Currently we do have an urgent opening for Helpdesk Executive role with Microland Ltd.

Job Location : Andheri & Malad (Mumbai)

Job Profile :
- First point of contact between users & Engineers
- Call logging/Call assigning
- Follow up
- Daily report
- MIS report
- Co-ordination
- Vendor Management

Other Criteriaâ's :
Willingness to work in 24*7 shift
Must be a graduate with minimum of 6 months of experience in back office.

About Microland :
Microland is a leading specialist IT Infrastructure Services Provider, offering a comprehensive range of services to clients across the globe. A pioneer of the remote infrastructure management concept, Microland has its operations hub in India and global presence across USA, UK and Middle East. Incorporated in 1989, Microland has deep and broad expertise in all areas of technology infrastructure set up, management and optimization.
Microland works with over 70 clients, including Fortune 100 organizations and fast growing global enterprises. Our engagement models and service delivery methodologies are tailored to address the unique needs of our clients across geographies and industries.

A team of over 2100 skilled and motivated employees, equipped with the right tools and systems, work round-the-clock out of our world-class facilities to optimize the performance of clients\' technology infrastructure.
Microlandâ's management team, with deep domain knowledge and industry leading expertise, ensures personalized client management. Our partnerships with leading global players help us stay ahead of the learning curve. We are the only Infrastructure Gold Partner of Microsoft in India. We also have strategic partnerships with technology leaders such as DELL, Avaya, Symantec and VMware.
Microlandâ's Operations Management Center is ISO/IEC 20000-1 certified.

For any further details do visit us at the URL mentioned below :
www.microland.com


Kindly forward us your updated resume in word format along with the following details asap :
Current Company
Current Role
Education
Total Experience
Relevant Experience
Current CTC
Expected CTC
Notice Period

Do let me know if any of your colleagues would be interested for the same.


Regards,
Usha Farias



Microland Center 1
1B, Ecospace
Belandur Outer Ring Road
Bangalore 560 103
Tel : +91 80 3918 0000
Fax: +91 80 3918 0044

Microland Center 2
401 Block A CyberPark
Phase 1 Hosur Road
Electronics City
Bangalore 560 100
Tel: +91 80 4199 3600
Fax: +91 80 4110 3353

Microland Center 3
6th FloorTower 'B'
Building No 8 Cyber city
DLF phase 2
Gurgaon 122 002
Haryana
Tel: +91 12 4400 9300
Fax: +91 12 4400 9310

New Delhi Office
AB - 5 Community Center
Safdarjung Enclave
New Delhi 110 029
Tel : +91 11 2610 4663
Fax: +91 11 2618 7215

Mumbai Office
A-201 Phoenix House
Senapati Bapat Marg
Lower Parel
Mumbai 400 013
Tel : +91 22 6660 4132
Fax: +91 22 6660 4135

Chennai Office
Audi Nivas No.21(Old No11)
Chinnaih Street T.Nagar
Chennai 600 017
Tel : +91 44 4260 5661/2/3
Fax: +91 44 4260 5664

[Guest]

RESUME
Shri Rabi Narayan Mishra.
EMAIL : rn_mishra AT rocketmail.com
OBJECTIVE :
To identify a career position where is can creat an impact as per my abilities subject to diverse exposure that will lead to organizational uplift.
MY STRENGTH :
Self confident.
Able to work in team.
Good problem solving.
Love to learn new things and face challenges.
EXPERIENCE :
2years teachership cum administration in BVM,English Medium.
4years Prinicipal in BVM, English Medium.
11years tutionship.
ACADEMIC QUALIFICATION :
Sl.no Exam Passed Board/University Year of Passing Division Percentage

1. HSE BSE,ODISHA 2001 2nd 49%
2. +2Arts CHSE,ODISHA 2003 3rd 40%
3. DegreeArts F.M.UNIVERSITY,ODISHA 2006 2nd 49%
EXTRA QUALIFICATION :
Computer : PGDCA 2005
HOBBIES :
Reading Story & Epically Books,
Writing Poets & Scripts,
Acting in Lead Character,
Worship to God,
Watching TV on Devotional Feature Flim.
DECLARATION

I hery by declare that the above statements are true ,coreect and complete to the best of my knowledge and belief.
Place : Baleswar Signature of the Candidate
Date :

[Guest]

hi my name is surbhi and i saw your add. for this profile kindly provied me chance to show my capablites

surbhi.khurana@hotmail.com

[Guest]

Curriculum Vitae
Ritesh S Marbate
Email-Id :ritesh4risk AT sify.com
OBJECTIVE :
Looking for a challenging position with a company that would provide an opportunity to impart my abilities and maintain myself at the leading edge of technology
1] Company : IBM (Info Services)
Designation : -Service Mgmt Tool Administrator.
Client Site : RBS, Lower Parel, Mumbai
Experience : 01 May 2009 – Till Date
Job Profile at IBM
1 Handling front end and Back End OPERATION ON Service MGMT Tool (CoDesk).
2 Configuration/Creation/Modification of User ID in CoDesk-Service Desk Tool
3 CoDesk Configuration Management
4 Troubleshoot regular agent/probe issues.
5 Scripting for customer specific requirements by raising Change RFC
6 Configuration of Incident Mgmt, Problem Mgmt ,Change Mgmt and Asset Mgmt in Service Mgmt Tool (CoDesk) as per client requirement under ITIL Process.
7 To conduct regular maintenance activity on the Management Systems.
8 Addition/Configuration of Changes into Tools.
9 To run SQL queries on for deletion unnecessary error/Tab/function With help of Tool vender on Net session
10 Addition/deletion of new Location/Work queues/Services as per process requirement by raise RFC
11 Monitoring of IT Engineers activity using above tools.
12 Weekly/Monthly backup activity on CoDesk Application & Database server /UAT server
13 Monthly Active user ID review
14 Installation of patches/upgrades current version with updated Service Pack from Vendor as per process requirement.
15 To run SQL queries on for deletion unnecessary error/Tab/function
-Responsibilities on Client Site
1 Escalate issues/ problems to Customer SPOC & Generate weekly reports on work progress/status
2 Follow up for closure of any issues/ work completion as schedules. Coordinate and send out mail communication to team members/ RDMs out mail communication to team
3 Document changes in project schedules, activities, priority changes.
4 Handling CoDesk Escalation from different part Organization.
5 Handling Team By Monitoring SLA (Service Level Agreement) for the clients
6 Answering User queries and Objection related with Tool operation
7 Providing quality support and service
Responsibility towards Production loss
1 Call monitoring for in Service Desk Tool for proper Ticket logging and Resolving user correct category, Resolution Code and Root Cause of Incident
2 Follow up with the service provider, clients for any downtime faced because of them.
3 Constant check and follow up to reduce the downtime (outage)
4 Follow up for root cause of the issue reported.
5 Prepare Incident report & RCA (Root Cause Analysis) report & share with clients
6 Attend Conference Call to resolve the issues.
7 Follows ups with Engineers & Team Leaders in different India locations
8 Creating knowledge database to identify the impact area within minimal time duration
9 Monitoring service availability and analyzing response and resolution times to resolve Incidents
Responsibility towards Productivity (Via Reports) : MIS
1 Publishing Daily calls report (DCR) for Client & Regional Development Manager (RDM)
2 Daily End User Call Tracker Report
3 Daily Open Call Report (DOR) status to PROGRAM MANAGER of (IBM) & RDM (IBM)
4 Analysis of reports and share the analysis with high level Management (IBM)
5 Weekly Incident Reports to track count increase or decrease incident Tickets Count
6 Keeping a track of Day to day activity on Incidents.
7 Weekly Call analysis Reports.
8 Monthly Call analysis Reports.
2] Company : WIPRO Info Tech
Designation : - Sr.Technology Helpdesk
Department : Manage IT Services
Client Site : WIPRO BPO, Belapur, Navi Mumbai.
Experience : 12 DEC 2007-To: 31April 2009
Responsibilities on Client Site : WIPRO BPO, Belapur, Navi Mumbai.
1 Responsible for the shift day to day work.
2 Responsible towards closure for the entire incident logged and tickets raise in TNG Unicenter (Service Desk Tool).
3 Train the users to reduce the downtime faced by routine issues.
4 Responsible to achieve goal of proper coordination.
5 Responsible for VIP Support
6 Central point of contact for VIP support.
7 Manage the data / details of VIP users.
8 Maintain the record of calls reported and solution provided to VIP users for future reference.
9 Log calls with Vendors and take follow up for immediate closure on VIP user’s hardware issue.
10 Responsibility towards L1 Engineers
11 Responsible for all L1 engineers in a shift.
12 Help L1 engineers to resolve the issue within SLA.
13 Coordinate among all teams (Server, Network, Voice, Inventory, Engineers and CD).
14 Manage the shift without any escalations to higher management.
Reports
1 Prepare shift wise reports
2 Prepare Daily Weekly and Monthly reports and share with the clients.
3 Analysis of Incidences raised
4 Analysis of calls / incidences reported to Technology Helpdesk.
Projects completed on current Site
1 Up gradation of Symantec Antivirus for entire floor.
2 Setup of entire process with respect to the required Hardware and Software.
3 Verification of all the Active Login IDs for Belapur Location.
________________________________________
2] Company : WIPRO InfoTech) IT-Source India Pvt. Ltd.
Designation : Service Desk Agent.
Client Site : Client Site-Reliance Capital, Mahape.
Department : Reliance Capital (IT Helpdesk)
Experience : from Dec 2007 – March 2008
Responsibilities on Site. Client Site : Reliance Capital, Mahape, Navi Mumbai.
1 Handling web mail (HP open view)
2 HP Open view Service Management
3 Monitoring of IT Engineers activity using above tools.
4 Follows ups with Engineers & Team Leaders in different locations.
5 Monitoring and Status Receiving, Recording, Prioritizing and Tracking service call
6 Tracking of all registered calls
7 Escalation and Referral to other parts of the organizations
8 Reporting about calls on quality of the desk
9 Keeping customers informed on request status and progress
10 Coordinating second-line and third-party support groups
11 Closing incidents and confirmation with the customer
12 Sending the closure mails to the customer.
13 Ensuring User satisfaction by proper follow ups.
14 Keeping track of ID's created & deleted.
15 Issuing of the materials as per the requests after procurement.
Vendor Management
1 Checking the Hardware parts (HDD, Mother Board) and troubleshooting the same. If not solved then logging the call with Vendor for the same.
2 Follow-up with Vendor for Replacement.
3 Maintain proper records of Faulty and Replaced parts
3] Company : Reliance Infostream
Designation : Call Coordinator
Client Site : DACK (Navi Mumbai)
Department : MPO Circle
Experience : from 26 Dec 2006 – 07 DEC 2007
1 Tracking of all registered calls
2 Reporting about calls on quality of the desk
3 First Line Support
4 Keeping customers informed on request status and progress
5 Coordinating second-line and third-party support groups
6 Closing incidents and confirmation with the customer
7 Sending the closure mails to the customer.
________________________________________
QUALIFICATION :
Pursuing BSC IT 3rd Year from SMU
Completed Diploma in Information Technology from SMU (1 Year)
Completed HSE from Nagpur
Completed S.S.C from Nagpur
________________________________________
TRAININGS:
Attended 15 days training on Windows 2000-2003 Server & Active Directory Migration.
ITIL certification.
MCSE Training at Tech Network VASHI
________________________________________
Proficiency:
1 Team Management.
2 Center point of contact for Client
3 Handle Escalations.
4 Installation, Configuration and Troubleshooting Branded & Assembled PC’s
5 Expert level knowledge of working with Microsoft Office tools like Word, Excel and PowerPoint
6 Microsoft Windows 95/98/XP/2000 Professional & Server 2000/2003
7 Ms Office 97/XP/2000/2003/2007
8 Ms Outlook2000/2003/2007
9 Lotus Notes
10 Expert level knowledge of working with Service Mgmt Tools Clarify13.8,RCRM ,HP open View,Tng Unicenter,Codesk(Sql Base)