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* Setup the IT Help Desk for the automation project of the Govt of Maharashtra * Planning for the helpdesk for the Govt * Create a technical support environment servicing internal users * Handling IT issues faced by users- software/hardware/network * Setting up a team for the Application support once the software has been installed * Ensure root cause analysis is done for all problems * Ensure Corrective action plans are in place for all problems * Manage Known Error databases

* Call Monitoring and Feedback to the Team Members on a regular basis. * Identify and Conduct Refresher Training Sessions for the IT Analysts. * Support the Team to improve Quality and the C-Sat scores * Conduct weekly meetings with the Regional IT Managers to set procedures that can be followed globally to ensure the feeling of one Halliburton. * Ensure Targets are met by the Team set by the software and the IT Leadership Team * Train New Hires on the process and methodologies * Prepare Rosters on a monthly basis. * Prepare DIPSTICKS on a monthly basis.(1 on 1 sessions) * Set the Annual PPR in conjunction with the Manager (People Performance Review) for the team and provide required support to meet them. * Actively involved in the Hiring Process of all the batches to liaise between the IT Leadership/Management Team, HR and external consultants.

* Part of the pilot batch team for setting up the process * Worked as floor support helping the associates on the floor * Manage a team of 24 members * Handle Escalation Calls * Call Monitoring and Feedback * Mentoring the team to become performers in Quality and AHT

* Worked as a Customer service executive * Providing Resolutions to the Associates across the floor * Conduct Training Sessions for the teams to improve the average handling time (AHT), the Quality Score of the teams to meet the targets. * Promoted to the Internal Resolution Desk as a Resolution Specialist * Attend Conference Calls with the Clients * Handled escalations on the production floor

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