Abhishek Deshpande

• Managing a team of specialist SD agents to ensure that all the tickets of the global IT Service Desk are handled in a follow-the-sun model, based on their impact, urgency, and priority in the ServiceNow ticketing tool.
• Trained service desk agents in ticket handling processes and case documentation.
• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
• Head of Customer Escalation Process (APAC region), lead weekly meetings with SD global manager to discuss active escalated tickets.
• Point of Contact for all Local Field Service, IT Manager of APAC region sites.
• Provide onsite training for newly hired Field Service across APAC region.
• Managing the new onboard activities for new employees at ICT PFCC office.
• Create KB article across company for internal ICT team for quick solutions.
• Developed and implemented SOPs, processes, procedures, tools, and documents.
• Established and maintaining strong relationships with internal stakeholders and external vendors/partners to create seamless and comprehensive support for the organization.
• Ensure an abandoned calls are below 8% for the APAC region in Genesys Cloud. Point of Contact for all Local Field Service.

Service Desk Analyst ( Jan 2015 to Sept 2017)

• Attended the training for initial Startup for APAC Service Desk in Poland
• Managing APAC Service Desk with direct report to APAC ICT Director and dotted line to EMEA Service Desk Manager
• Grant access for file share and folder as per request form in AD Server
• Create mail accounts for new users in exchange by using script runner
• Supporting all users from APAC region and Russia for a specific time frame daily for EMEA region
• Contact point for all field service engineers within APAC region and external ICT related vendors
• Monitor and log incoming problems and queries via Phone, Email, & Chat
• Document all actions in a log service ticket with tool: Helpline
• Act as Local field service for Local ICT office in Malaysia
• Take care of all hardware & software such as Desktop/Laptop and Iphones for email setup.

Sr. Service Desk Analyst ( Oct 2017 to April 2020)

• Provide consistent and reliable 1st level support (Track all incidents / Service request in Helpline and 100% availability of Service Desk during agreed SLA)
• Attend weekly call with Service Desk Manager located at Krakow , Poland
• Document all actions in a log service ticket with tool: Helpline
• Resolve 80% Incidents within SLA time for 1st level globally
• Resolve 90% Service Requests within SLA time for 1st level globally
• Consistently update and ensure all case and communication are recorded throughout the process to reflect the status of the incident

• New Plant IT Infrastructure Planning, Design, and implementation as per ICT Norma Group Standardization
• Visited Germany to liaise with the Germany ICT global team for planning, design and implementation of new plant infrastructure
• Completed the Collaboration Server/Backup & Restore roll out
• Completed the AD Migration for Norma India & joined all computers on the Domain
• Successfully completed the rollout for MPLS connectivity
• Successfully Supported Go Live for Microsoft Dynamics AX 2009 rollout
• Played a key role for the implantation of eCRM project for Norma India
• Create Applications, folders & teams in ADM Server as per requirement from Management
• Successfully installed & configured the 8 CiscoWAPʼs to provide the Users Wifi access
• Coordinated with ICT team & local Purchase team to make sure that all new IT Infrastructure procurement as per Norma Standardization
• Installed & Configured the Modular Safe of Rittal with the ICT Team Support.

• Provide IT Support for all Denso Users
• Ensuring that 100 % Server access and Network availability in the plant
• Managing the Domain Controller and Date File Server
• Installation & configuration of IT Infrastructure including Servers and Network devices
• Managing & Administration of Active Directory Server Windows 2003
• Installed & Configured ISA Server & ISA Proxy Clients in the plant
• Assist the Users for the MS Dynamics related issue & coordinate with the Italy team
• Daily Backup of File Server on tape Drive
• Attend weekly call with IT Director from Italy.

• Network Monitoring and Network Efficiency Analysis
• Installation and up-gradation of Software/Hardware as per requirement
• Configuration and managing Security firewall called Sonic wall NSA 240
• Configuration and administration LAN, WAN & Maintain Network Uptime 100%
• Support to SAP Users for Access problem, Printer Problem and SAP Access through Router
• Configuration of Mail Setup through Proxy Access of Netcore Mail Server
• Configuration and Support to WAN Devices for WAP to the Roaming Users in the Plant
• Involved in daily operations of the IT infrastructure
• User Data Backup through NT Backup on DDS
• Managed all managed & unmanaged Switches and Routers
• Core team member for SAP implementation
• Data transfer from Legacy system to SAP system
• Setup of the entire IT infrastructure for new plant of Varroc Group