Joel Rahul Anand

Team Coaching and Operational Management

• Team Coaching: Provided coaching to team members on techniques necessary to complete job tasks efficiently.
• Skill Evaluation and Development: Regularly assessed employee skills and knowledge, offering training and mentoring to individuals needing improvement.
• Station Coverage: Worked at different stations to ensure optimal coverage and meet production goals.
• New Employee Training: Trained new team members on company procedures and safety requirements.
• Schedule Management: Managed schedules, approved time-off requests, and arranged coverage for short shifts.
• Recruitment Assistance: Assisted in recruiting top performers to build a high-performing team.
• Process Improvement: Recommended improvements to business systems or procedures to meet changing demands.
• Performance Evaluation: Evaluated staff performance and provided coaching to address inefficiencies.
• Project Management: Created and managed project plans, timelines, and budgets.
• Production Area Inspection: Frequently inspected the production area to ensure proper equipment operation.
• Reporting and Analysis: Provided forecast analysis and ad-hoc reporting to support decision-making.
• Vendor Relationship Management: Cultivated positive relationships with vendors to ensure timely and cost-effective supply of services and materials.
• Operational Reviews: Conducted regular reviews of operations to identify areas for improvement.
• Improvement Planning: Developed effective improvement plans in alignment with organizational goals and specifications.

• Knowledge Base Management: Authored and audited Knowledge Base (KB) articles, ensuring accuracy and clarity before publication on the company’s intranet portal.
• Training and Development: Conducted weekly training sessions for team members, focusing on technical skills, communication, and interpersonal development. Regularly monitored and assessed their progress.
• Global Training Initiatives: Delivered quarterly product-related training to technical teams in the US and China, enhancing their understanding and capabilities.
• Client Communication: Facilitated Zoom calls with client IT representatives as needed to discuss network infrastructure, explain information security requirements, and ensure compliance with company policies.
• Client Needs Assessment: Interpreted client requirements and tailored services to meet their specific needs.
• Customer Service: Actively listened to and addressed customer requests, ensuring relevant information was communicated to superiors for further action.
• Relationship Management: Built and managed relationships with key clients and partners to drive growth.
• High Call Volume Management: Managed high levels of call flow and responded to computer technical support needs.
• Technical Assistance: Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Operational Efficiency: Promoted efficiency among departments with prompt resolution of system issues.
• Software and Hardware Testing: Tested new software and hardware prior to deployment.
• Preventive Maintenance: Developed and implemented preventive maintenance procedures.
• Training Program Development: Offered assistance in implementing and developing training programs.
• Performance Reporting: Generated reports to track performance and analyze trends.
• User Support: Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.

• Monitored confidential company data and mitigated hacking through network systems updates.
• Monitored use of data files and regulated access to protect secure information.
• Encrypted data and erected firewalls to protect confidential information.
• Onboarding New users and Off boarding existing ones based on Business requirement
• New Mailbox, Distribution list, Groups and Shared folder creation and managing existing ones.

Encryption

McAfee Drive Encryption

• Providing Machine Recovery for End-users PBA.
• Providing Password reset for Token for End-users PBA Screen.
• Enforcing policy update using Wake-up agent with Ping connectivity.

File Integrity Monitoring

• Working on File integrity and Monitoring large enterprise (1,700+ endpoints).
• Providing security monitoring, event analysis, and countermeasure proposals for large enterprise environment.
• Setup and configure Tripwire support
• Involving in Implementation activities Project Phase – Testing multiple Endpoints using Tripwire software

• Troubleshoot HP Printer, Desktop and Laptop related issue
• Accessing user computer via HP remote assistance and troubleshoot printing, scanning and other printer and computer related issues
• RCA – Analyzing the root cause of Negative and Positive surveys and providing feedback to a team of 20 members
• Providing training sessions for new recruits during their bridge period of two months
• Dispatching printers, Computers, laptops and other accessories if a replacement is needed
• Help setup wireless and wired network connectivity for users over the phone
• Perform an average of 110 dispatch call backs for a team of 20 members on a daily basis
• Wrote, reviewed and edited technical document in accordance with template requirements.
• Developed positive working relationships with stakeholders to effectively coordinate work activities.