Divakar Gopal
Minneapolis,MN
Summary
Valued leader and team member displayed exemplary conduct under pressure while providing guidance and direction to team. Demonstrated excellent organizational skills and ability to think strategically. Trained and mentored new personnel and developed effective working relationships with other service branches.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Service Desk
Tata Consultancy Services
10.2010 - Current
- Responsible for all the Defined SLA’s with the project client
- Daily Client interactions
- Service Improvements
- Transformation
- Incident Management (IM SLA improvement)
- Quality/Process Management (FCR & VSAT Improvements and contact reduction)
- Team Management.
Deskside
Pricewaterhousecoopers (PwC LLP) USA
08.2022 - 06.2023
- Managing and keeping inventory of all Assets (laptops and printers)
- Addressing various technical issues and taking steps to fix the same and diligently logging tickets for the issue
- Being available for network implementation testing on Network or server related issue onsite over the working hours
- Sending Audits details to the auditors weekly basis about Assets managed and the one that is in question
- Sending Weekly audit inventory details to the respective stakeholders every month
- Taking special note of technical issues related other than laptop and raising tickets with Vendors to fix the same
- Currently provided knowledge transfer to the PwC hired candidate and monitoring daily activities and provided real time feedback.
EMEA Technical Support
Dell International
08.2009 - 09.2010
- Responsible for handling the technical issues reported by Customers on Studio and Inspiron Laptops
- Core support on Windows Xp & Vista Operating Systems and hardwire and wireless network
- Core support on MS Office 2003 & 2007 products
- Core support on Operating Systems and Hardware.
Technical Associate
Sitel Corp
02.2008 - 06.2009
- Responsible for providing on call support and resolution to customers.
- Maintaining Csat and First call resolution.
- Supporting standalone printers and wireless printers.
- Logging tickets for callers and giving specific focus to callers from Canada.
- Ensure to achive Vsat Target of above 4.5.
Service Engineer
Alliance Tecknologies
11.2005 - 11.2007
- Visiting Petroleum refinery site and servicing all research equipment
- Annual maintenance visits.
Asset management
Pricewaterhousecoopers (PwC LLP) UK
11.2005 - 11.2006
- Managing and keeping inventory of all Assets (laptops and iphone)
- Addressing various technical issues and taking steps to fix the same
- Being available for network implementation testing on Network or server related issue onsite over the working hours
- Csat and quality assurance of 95% and 90% respectively for the tickets logged or assistance provided.
Education
Skills
- Service Desk Team Management
- IT Service Desk
- Service Desk Management
- Service Desk Coordination
- ITIL Intermediate
- Lean Six sigma Certified
- Agile way of working foundation
Accomplishments
- Consistent team with most and highest Vsat percentage for over 2 years.
- Lead VIP team (White glove support) from the front and address the low light areas to focus on bringing down the escalation numbers and has been successful in getting the escalation to zero.
- Brought in keys changes in the service with the experience and outcome from VIP team and implemented the same practice across the board.
- Reduced MTTR (mean time to resolution) for VIP Team by co-ordinating with respective level 2 team and allocating dedicated team to address the Incidents for quick solution.
- Improved QA and Vsat score and Targetted to improve the Knowledge base of the service desk with specific contents relevant to the subject.
- Performed knowledge base cleanup to avoid duplicate KB’s with different steps for solution and deleted older and unrecommended steps.
- Conducted standup meetings with Associates to keep up with the new updates and SLA’s and learnings.
Date Of Joining
10/06/10
Designation
Assistant Consultant
Location
USA
Passport Details
K2776335
Driving License
KA0220080011398
Number Of Children
2
Personal Information
- Date of Birth: 09/05/83
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Training
- 2015, ITIL V3 Foundation, Bangalore, TCS
- 2018, Agile Way of Working, Bangalore, TCS
- 2019, Six Sigma Green belt, Bangalore, TCS
Certification
ITIL Intermediate
Agile Way of working
Lean Six Sigma Green Belt certified
Timeline
Deskside
Pricewaterhousecoopers (PwC LLP) USA
08.2022 - 06.2023
Service Desk
Tata Consultancy Services
10.2010 - Current
EMEA Technical Support
Dell International
08.2009 - 09.2010
Technical Associate
Sitel Corp
02.2008 - 06.2009
Service Engineer
Alliance Tecknologies
11.2005 - 11.2007
Asset management
Pricewaterhousecoopers (PwC LLP) UK
11.2005 - 11.2006