1. Ketan Kshirsagar Mob : 9168070099
Executive – Vodafone India Services Pvt. Ltd. (Pune) E-mail: ketan.kshirsagar18@gmail.com
Professional Summary
Over 7 years of experience of Service Delivery Operations. Passionate, result oriented & high on Integrity
& task execution. Demonstrated success in customer handling with ability to quickly build genuine
rapport, result-driven, professional with significant and progressive experience for successfully
establishing and monitoring productivity goals.
 Currently working as a Messaging Administrator supporting MDM services (MobileIron and
Airwatch) in Vodafone India Services Pvt. Ltd (Pune) as an Executive.
 An overall 7+ Years of experience with companies such as Wipro, IBM Daksh, Mphasis an HP
Company and Vodafone India Services Pvt Ltd (VISPL)
 Professional skilled in Service Delivery, Networking and Desktop Support.
 Worked as a support technician OS such as Windows and Mac.
 Have worked as floor support for OJT and Nesting batches.
 Have worked with Second Line Support and have handled Warm Transfer Calls.
 Have maintained and conducted quality check reports for Team.
 Simultaneously supporting the team members to achieve the best results in terms of team and
individual performance.
 Handling a team of 15members with set Quality parameters assigned to them.
 Handling Supervisor calls or escalations.
 Managing customer service in lieu of the process and product requirements.
 Handled Client Escalations and Interaction
 Have prepared training documents and manuals for new hires to understand the process.
Other Achievements
 Awarded for best performance for the month of March 2008 in Wipro for outstanding Quality
and Productivity
 Have been trained for Pilot Batch by Clients in Wipro for a new Line of Business
 Awarded as Star Performer in IBM for the month of August, 2010
 Have promoted ideas for process simplification and knowledge base documents in Vodafone
(VISPL)

2. Professional Experience
Vodafone India Services Pvt. Ltd. (Pune)
September 2012 till Date
 Role: Executive, Vodafone Managed Services
Specifications:
 Provide activations and network support to B2B Clients based in US, Europe and Asia.
 Working on tickets raised by 1st
Line support for the activations, de-activations and
other password related issues for devices such as Blackberry, iPhone and iPads.
 Have worked on Blackberry Enterprise Servers and Mobile Iron Platforms.
 Identifying issues on server and troubleshooting.
 Includes working on Ticketing tool Remedy, Magic and Support Work.
 Understanding the priority and severity of the issue and resolve the issue with in the
SLA.
 Have a fair understanding of the workflow and the Priority and severity of the ticket.
 Can create, dispatch and resolve the ticket in all specified tools.
 Working knowledge on service management tools BMC Remedy( 7.1, 7.6, 8.1)
 Completed the Mobile Iron University Certification for Mobile Iron Basic and Mobile Iron
Introduction
 Fair Understanding of Mobile Iron Infrastructure.
 Have a fair understanding on SharePoint Management.
 Air watch - User Management, Device Management, Profile Management, Group
Creations.
Mphasis India Pvt Ltd (Pune)
August 2011 - September 2012
 Role: Sr. Technical Support Advisor, Service Desk
Specifications:
 Work includes Desktop Support and Domain Support.
 Provide Technical Support (including Hardware/OS and all other LOB Specific
Applications) to Business Partners for an International U.S. Bank.
 Have worked on Active Directory (assigning groups, profiles and setting up passwords)
 Providing Support on applications such as MS Outlook, Lotus Notes and also Desktop
Support.
 Have provided administrative support for in-house enterprise desktop applications used
by the bank employees.
IBM Daksh Pvt. Ltd. (Pune)
October 2009 – July 2011
 Role: Sr.CCE (Senior Customer Care Executive/ ISP Process)
Specifications:
 Provide End to End resolution to customers for issues regarding Internet Services.
 Handling Warm transfer from multiple LOBs.
 Worked on network devices like Routers, Modems and Switches.
 Also troubleshoot internet connectivity issues on Desktop and Laptops.
 Trained new batches to understand the process by sharing process knowledge.

3. Wipro, Pune
December 2007 – February 2009
 Role: Sr. Associate, Telecom Process
Specifications:
 Worked as an Advisor for a Telecom Process.
 Assisted technicians with telephone set up
 Work included activation on internet services and dial tone activations.
 Managed data for team productivity and perform quality checks on 100% productivity.
Academic Details
 HSC (Science) from Yashwantrao Mohite College (B.V.D.U.) Pune in 2007.
 SSC from Ornellas High School Pune in 2005.
Strengths
 Good verbal and written communication skills
 Confident
 Hardworking and dynamic
 Good presentation and training skills
 Always open to new ideas and suggestions
Personal Details
Name : Ketan Ramchandra Kshirsagar
Fathers Name : Ramchandra Kshirsagar
DOB : 18th
October 1989
Correspondence : Flat No 18, Wing B, Reu Residency, Warje, Pune - 411058
Languages : English,Hindi,Marathi