Yauwan Pradhan
Sr. Operations Support Analyst
Hyderabad
Summary
Seasoned Professional, skilled at managing and leading teams for running successful IT & ITeS processes in most challenging scenarios, experienced in writing Standard Operating Procedures (S.O.P’s) and designing service standards for Business excellence and continuity.
Experienced in troubleshooting, escalation, people and staffing management.
Overall experience: 6+ years across the tenure in Technology, Client and people Management & Training.
Good experience in dealing with stakeholders based out of North America, APAC and EMEA.
Specialty/Domain: Information Technology, Incident Management, Tech Support, People Management, Training
and KCS.
Overview
9
9
years of professional experience
8
8
years of post-secondary education
Work History
Sr. Operations Support Analyst
Providence
Hyderabad
11.2022 - Current
- Provided end-to-end support to caregivers, resolving technical issues efficiently and maintaining a high First Call Resolution (FCR) rate.
- Consistently achieved positive Customer Satisfaction (CSAT) scores from caregivers by delivering timely and effective solutions.
- Initiated a QR code reporting project to streamline issue reporting, though the project was discontinued due to security constraints.
- Mentored new team members by offering process guidance, regular feedback and support, ensuring smooth onboarding and skill development.
- Collaborated closely with cross-functional teams, working under tight deadlines to deliver quick resolutions during system downtimes.
- Developed expertise in using tools such as HOPE and RAT, expanding technical knowledge to enhance operational efficiency.
- Cross-trained in clinical engineering, acting as a liaison between caregivers and the Biomed team to support medical equipment troubleshooting and resolution.
Sr. Associate - Technical Support
Tech Mahindra
Hyderabad
11.2019 - 09.2022
- Single point of contact for escalation management - preparing a report and sharing with managers for the transactional escalations and its analysis
- Prepare shift schedule and manage the support queue - assign the tickets to technicians based on their skill sets
- Experience collaborating with cross functional teams
- Played key role in implementation of AI chatbot in the project as a part of automation, responsible for content optimization, work flow chart preparation and maintaining success rates
- Participate in operational process improvement initiatives to improve tech support delivery
- Assisting with huddle sessions for the team to keep them calibrated regarding the new changes and updates about the process so that the entire workforce is at par with the product requirements
- Get the Customer’s issue resolved on a priority basis
- Helping in conducting constructed Coaching and Feedback sessions on a regular basis and performance assessment for every advisor and helping them improve in the KPI
Associate
Wipro
Kolkata
03.2016 - 09.2019
- Help customers troubleshoot issues encounter while using the software and provide actionable tips to resolve the problem
- Managing multiple cases at one time
- Assume remote control over customers’ computers when necessary to resolve problems
- Make hardware recommendations for customers whose machines cannot support the software
Education
BBA -
Jaipur National University
Jaipur 03.2018 - 03.2023
WBCHSE - Arts
Hijli High School
Kharagpur, India 01.2010 - 07.2012
Skills
- Working on User Access Management Systems like Active Directory ie, creation of news users, assigning roles, restricting access permissions etc
- Running Antivirus Security patches on client machines, updating security from Backend& frontend
- Installation of multiple versions of Windows Operating Systems
- Working on Cisco Any connect VPN applications, administering VPN profiles and Secure Tokens
- Administering Windows and Citrix profiles to use on Virtual Machines
- Basic knowledge on Microsoft Exchange, specialized in Outlook profile creation and troubleshooting
- Troubleshooting Windows based licensed applications like JAVA, Bit locker, MS Office, etc
- Experienced in Microsoft O365 ie, Exchange, SharePoint and Microsoft Teams
- Installation and Configuration of Network printers & Scanners
- Providing on-call support for any outages or critical issues
Timeline
Sr. Operations Support Analyst
Providence
11.2022 - Current
Sr. Associate - Technical Support
Tech Mahindra
11.2019 - 09.2022
BBA -
Jaipur National University
03.2018 - 03.2023
Associate
Wipro
03.2016 - 09.2019
WBCHSE - Arts
Hijli High School
01.2010 - 07.2012
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