Michael Mohan Raj

Field Support and Depot Services.

• Monitored staff tickets to keep break-fix related items in the contractual SLA.
• Represented the team in weekly leadership meetings to keep the client abreast of any anomalies we find in auditing the tickets.
• Performed monthly ticket analysis to report the progress of the team and to help identify the top issues reported to the team and to the client.
• Found a shift-left opportunity and had regular meetings with the Service Desk and Advanced Support Team to help train items with the Level 3 Field Support team over to the L1 Service Desk and L2 team.
• Identify project opportunities for the teams coming in from the client.
• Help standardize support inside the Tech Bars and with the Field Support team by implementing Nexthink and hashtags in tickets for reporting.
• Be the face of IT to the customer for escalations, and help with warm, friendly, and quick action for a fast remedy for the customer.
• Monitor and achieve all the SLAs and KPIs.
• Manage Imaging, Repair, Refresh, and Reclaim teams onsite.
• Run the monthly inventory of the assets and meet 99% every month.
• Run a weekly disposal of eligible assets from the inventory.
• Ensure inventory in all the Field Support and Depot locations is up to date.
• Create, initiate approval, track, and finalize approvals with Work Order Value to be invoiced.
• Track the closure of all large onboarding projects.
• Work closely with the Hardware Asset Management team to reduce lost or stolen/not returned assets, and to handle escalations from the clients.
• Work towards ARC, RRC-driven baselines.

Service Desk

• Managing the Service Desk (calls, chats, and self-service teams), escalation, and incident management in offshore for the project.
• Involved in setting up the ODC for the project: a) Network Connectivity – testing until the completion phase.
• b) ODC readiness for go-live without any hassle; c) Logistics readiness for the ODC; d) Software and hardware readiness for a smooth RTO.
• Manage weekly, monthly review meetings with the client.
• Risk Management – Highlight the risks in the project, and the mitigation plan.
• Deliver a body of work, organized into projects and work streams within agreed time, cost, risk, quality
• Performance Management: Managing a team of 80+ associates and do their Quarterly and Annual Appraisals
• Develop the skills of team members through coaching, delegation, and providing challenges to grow.
• Handle all the client meetings for the Service Desk and Remote Support teams.
• Optimization and Headcount Trajectory for the DM.
• Identifying the IT issues with the flow of the user and bot replies for the development team.
• Testing, correcting, and implementing the flow with the development team in a daily meeting.
• Feeding the FAQs with KB articles to the bot to reduce the chat flow to the live agent.
• Identifying the misses or the corrections to be made in the virtual agent (bot) in ServiceNow.
• Identifying the flow of user-logged issues that can be auto-routed to the resolver groups directly on the issues that do not need SD intervention.
• Service Improvement Plan – Reduction in High Backlog Count.
• Reduction in hop counts.
• Implementation of canned responses for the chat team for AHT reduction.
• Same-day resolution of user-raised incidents.
• Reviewing templates for the Service Desk to avoid repetitive questions being asked to the user.
• Auto-assignment of tickets to the techs via the round-robin method.
• Lean Project – MTTR, KB usage, assignment accuracy, and CSAT improvement.
• Six Sigma Project – AHT Improvement and First Call Resolution.
• Reviewing KB articles half-yearly activity gives the SD and other resolver groups a lesser MTTR.
• Never missed achieving the baseline target of volumes.
• Never missed an SLA or KPI when managing the Service Desk and EUS.

• Operations Manager for Service Desk, Request Desk and Identity and Account Management
• Maintaining Critical SLA’s consistently over 4 and half years
• Driving Weekly, Bi-Weekly and Monthly Service Review meetings with the Clients
• Single Point of Contact for Offshore in Transformation projects for Service Desk
• Facilitated two Audit from the Client side- Keeping track of artifacts of the entire project offshore
• Tracking and closing the action items
• Driving the Knowledge transfer to Service Desk for New Projects
• Knowledge Management SPOC for Service Desk – Reviewing, Validating and Approving the Knowledge Articles
• Crisis Management Lead – Ensuring that the Services are restored within the objective time when the situation occurs
• Drills are conducted as per the BCP calendar and submitting in RPlanner (TCS tool)
• Information Security Coordinator – Having all the artifacts in Ultimatix (TCS Portal) for auditing purpose
• Tracking and closing of action items
• Shift Left activity lead for Service Desk – engage resolver groups to discuss the identified activities that can be done by Service Desk
• Cost Saving done in terms of optimizing the team from 40 plus to 23 for the entire Service Desk team offshore
• Very Low attrition rate because enabling the team for newer roles and movement of team members to internal teams inside TSE
• Continual Service Improvement Lead – Tracking and Closure with resolvers for improvement plans
• Working in Life Cycle Management team to upgrade/Migrate the old Windows Servers from 2003/2008 to 2016/2019 servers
• Raising requests for building new servers, decommission of servers
• Tracking the life cycle from building a new server and to completely migrate all the drives, applications from the existing/old server
• Prepare the LCM plan for the next two years from all the Infra tracks, effort estimation, Cost estimation for Windows

• Managing Shifts/Rostering the team, Helping the team in the floor as Subject Matter expert
• Account Maintenance – Account Unlock, Resetting the passwords in AD and Server Password reset and unlock
• Basic troubleshooting on Email clients like Microsoft Outlook
• Creating and adding mailbox to new hires
• Enabling and disabling Outlook Web access (OWA) and other features
• Enabling User Preferences in Microsoft Exchange
• Document all troubleshooting steps and resolution activities within the incident management tool
• Assign non-resolved incidents or service requests to the appropriate support team
• Reactivating and resetting user accounts and profiles for various applications
• Creating the user profiles on various applications and setting user preferences
• Managing the Queue
• Working on Change requests, Tasks, Work Orders and Incidents
• Software Installations on Users Machines
• Queue Monitoring, Scheduling, handling Escalations and Supervisor calls

• Handling tickets received Via Emails, and Inbound Calls
• Basic troubleshooting on email clients like Microsoft Outlook
• Account Maintenance – Account Unlock, Resetting the passwords in AD and Server Password reset and unlock
• Basic troubleshooting on system, internet issue
• Technical issue escalation and resolution
• Installing software’s in the user’s machines
• Resolving technical issues remotely by taking remote control of user’s machine using Offer Remote Assistance
• Administering and maintaining Avaya CMS
• Taking Team Huddles when there is a change or update in the process on weekly basis

• Company Overview: Accenture (Contract)
• Trouble shooting issues with desktop, outlook, network, printers
• Involved in root cause analysis on the betterment of the process
• Involved on conference calls daily with the CSM’s for any updates
• Giving training sessions for the newcomers
• Keeping a track on aged tickets and sending reminders to the support group to get the issue resolved within the SLA
• Reporting like Software and hardware count and Priority tickets
• Taking calls and chats to resolve L1 issues and if the issue is not resolved then collect all the details and route it to the correct resolver group
• Accenture (Contract)