1. PRADEEP ASALKAR
Mobile: 09769496203
E-Mail: pradeepasalkar@gmail.com
Professional Synopsis
• A competent professional with 8.0 years hands-on experience in Client Servicing with leading organizations in the
Service Industry
• Significant expertise in techniques related to ITIL Service Management, with a strong understanding of technologies
particularly in a B2B Environment
• Exposure to International Projects/ Support handling. Well versed in managing and motivating teams & experience in
developing procedures, service standards & operational policies for business excellence.
Areas of Expertise
Operations Management
Maintaining production and quality parameters to deliver satisfying business experience.
Handling Training & Development.
Assessing customer feedback, evaluating the improvement areas & providing critical inputs.
Liaising with various departments within organization to gain support /resolving issues related to Business
environment.
Process Management
Managing processes and monitoring the overall functioning of processes, identifying improvement areas and
implementing measures to maximise customer satisfaction level.
Achieving goals for productivity and effectiveness as defined in operational plans.
Client Servicing
Providing appropriate resources to resolve escalated technical/customer satisfaction issues to ensure a quality
support environment and maximize business potential for client.
Implementing quality improvement measures for continual improvement in services, identifying improvement areas
and implementing adequate measures to maximize Client satisfaction.
Organisational Profile
Wipro BPO, Mumbai Since Feb’12 – Till date
Project: MS-Office 365 Exchange online support and Maintenance
Role: Sr. Executive
Notable Highlights:
Handle migration of users from on premise exchange to exchange online.
Help users with power shell command
Handle MS Outlook related issues which includes Configuration, Auto discover and Calendar etc.
To assist users to configure Active Directory and DNS changes required for Exchange Online.
Producing management information, including KPIs and reports.
2. Nomura Ltd. Mumbai since Jan’’11- Dec’11
Project: Global Helpdesk – Corporate IT
Role: Helpdesk Engineer
Notable Highlights:
Ensure ownerships of service requests and incidents including high severity cases.
Act as hub between all systems involved to ensure smooth functionality of Infrastructure.
Working as a Point of Contact between end users, stakeholders, internal technical team, other teams across
geographies and the vendors; overall responsible for the resolution of issues.
Provide Remote Support Assistance to users to resolve the Incidents and Service Requests.
Responsible for effectively communicating with stakeholders in all layers within the organization, both verbal and
written.
Responsible for assigning task, measuring the progress and assisting the team members for application support.
Ability to analyze customer requirements and provide/communicate technical expertise to recommend an
appropriate solution.
Assist in creating and updating Best Practices for internal working processes and documenting it.
SITEL India Ltd. Mumbai. Since Jan’09 – Sept’10
Project: Technical Support
Role: Sr. Support Executive
Notable Highlights:
Provide assistance in resolving the issues, through Phone, Emails and other electronic medium.
Provide problem analysis and resolve client issues with the aid of available help desk tools.
Configuration of client's equipment to connect to the Internet via modem/DSL Router (Dial-up/DSL customers only).
Configure software to connect to Internet application servers.
Provide training to clients in the use of system and applications as related to Internet.
Identify and correct or advise, on operational issues in client computer systems
Perform creation of new accounts using company provide software tools
Intelenet Global Services Pvt. Ltd, Mumbai. Since April’08 – Aug’08
Project: Technical Support E-Payments – Barclay’s Bank
Role: Sr. Process Associate
Notable Highlights:
To provide Hindsight & Resolution of any related or technical Queries through Phone and Emails.
Compiling & completing follow-ups with proper feedback’s
Co-coordinating with various departments/sections for proper results & resolutions.
Collaborate with team members on knowledge transfer, support policies, procedures.
Streams International, Mumbai. Since Sept’06 – March’07
Project: Technical Support – WEB – McAfee Security Software’s
Role: Support Professional Web
Notable Highlights:
To provide Hindsight & Resolution of any related or technical Queries through Phone and Emails and Chat.
3. Compiling & completing follow-ups with proper feedback’s
Co-coordinating with various departments/sections for proper results & resolutions.
Collaborate with team members on knowledge transfer, support policies, procedures
Dr. Batra’s Positive Health Clinics, Mumbai. Since March’04 – Aug’06
Project: Customer Service – Patience Relations
Role: Customer Relations Executive
Notable Highlights:
To maintain healthy and positive relationship with patients.
Attend Patient grievances
To make sure the appointments of the patients are scheduled on respective date & time.
To take daily reports from all branches across Mumbai, Pune & Gujarat at end of day.
Assisted the Business Development Manager to handle Call Centre Operations for approximately 3 months
Collaborate with team members on knowledge transfer, support policies, procedures
Academia
Bachelor of Arts from University of Mumbai.
Certifications
Microsoft Certified Technology Specialist ( Network Infrastructure)
Professional Courses Attended
Cisco Certified Network Administrator (From RST Forum Institute)
Microsoft Certified System Administrator (From RST Forum Institute.
Personal Vitae
Date of Birth : 27th
November 1982
Address : Room no 370, SAIKRUPA soc, Janshakti Nagar, Pump house, Andheri (E). Mumbai-400093
Languages Known : English, Hindi, and Marathi
References
To be provided on requirement.
Date:
Place: Mumbai
