Govardhan Nagendra

About Govardhan Nagendra

EXPERIENCE • Working as Technical Specialist L2 and Support co ordinator in HCL from Oct-2021 (Payroll Company HCL). • Worked as a Service desk Senior Associate L2 in NTT Data for US clients from Sep-2021 (Payroll Company NLB Services). • Worked as a Business analyst L2 Support Co-ordinator in TCS for Australian clients from Jan-2021 to April-2021(Payroll company Teamlease Digital Private Limited). • Worked as a Team lead in WIPRO INFOTECH Mysore (Global Service Management Center SNXT) for Adani IT service desk from Dec-2018 till Aug-2020.(Payroll company Wipro) • Worked as Technical Support Engineer L2 in WIPRO INFOTECH Mysore (Global Service Management Center SNXT) for pilot project Adani IT service desk from Aug-2018 till Dec-2018 (Payroll company Wipro) • Worked as an IT Incharge/Residential Engineer in Passport office Mysore and in Bangalore from Feb 2017 – Aug 2018.(Payroll company TCS) • Worked as a Technical Support Engineer L2 in WIPRO INFOTECH Mysore (Global Service Management Center) Dubai clients from Nov 2014- Oct 2016 also was the TOP Performer for 2015-16.(Payroll company Apex Services) • Worked as an Officer (Service Delivery) in Idea Cellular Limited Mysore HUB for the period of 1year and 8months (September 2012- June 2014), Mysore. ROLES AND RESPONSIBILITIES • TIS Service Desk as an Administrator and system administration. • Incident / problem determination and resolution on a 24x7 basis Incident, Problem, Change and Configuration management, Service incidents and queries within the agreed service levels. • Perform Service Requests based on Standard Operating Procedures. • Work on scheduled tasks as part of Change Management. • Handle issues independently and suggest/ implement services improvements plans. • Organizing shift schedules for team members. • Assigning duties to specific employees based on role and skills. • Supervising employees and assisting with tasks as necessary. • Regularly review team’s ticket and call quality audits to ensure standards of quality are met routinely. • Conducting performance reviews and sharing feedback with management and team members. • Conducting weekly meetings to update the team with new and ongoing changes. • Training new and current team members on tasks • Handling customer issues and managing conflicts. • Point of contact during critical incident • Point of contact for escalations as needed for unresolved incidents or irate callers. • Create knowledge base articles for new issues. • Prepare Reports on daily, weekly, monthly

Experience

1. Technical Specialist L2 and Support Co Ordinator

   HCLTech

   Oct 2021 — Present · Chennai, IN

   Working as Technical Specialist L2 and Support co ordinator in HCL for KBR client from Oct-2021 (Payroll Company HCL).\\\\n\\\\nROLES AND RESPONSIBILITIES:\\\\n Monitor team capacity of 9 members in Chennai branch\\\\n TIS (Technology Infrastructure Service) Service Desk as an Administrator and system administration.\\\\n Incident / problem determination and resolution on a 24x7 basis Incident, Problem, Change and Configuration management, Service incidents and queries within the agreed service levels.\\\\n Perform Service Requests based on Standard Operating Procedures.\\\\n Work on scheduled tasks as part of Change Management.\\\\n Handle issues independently and suggest/ implement services improvements plans.\\\\n Organizing shift schedules for team members.\\\\n Monitoring attendance, tardiness, and time off.\\\\n Assigning duties to specific employees based on role and skills.\\\\n Supervising employees and assisting with tasks as necessary.\\\\n Regularly review team’s ticket and call quality audits to ensure standards of quality are met routinely.\\\\n Conducting performance reviews and sharing feedback with both upper management and team members.\\\\n Conducting weekly meetings to update the team with new and ongoing changes.\\\\n Training new and current team members on tasks\\\\n Handling customer issues and managing conflicts.\\\\n Adhering to company policies and health, safety and employment standards\\\\n Point of contact during critical incident\\\\n Point of contact for escalations as needed for unresolved incidents or irate callers.\\\\n Create knowledge base articles for new issues.\\\\n Prepare Reports on daily, weekly, monthly basis.\\\\n \\\\n\\\\n \\\\n \\\\n\\\\n \\\\n

Education

• REVA Academy for Corporate Excellence - RACE, REVA University

  Master of Technology - MTech part time, VLSI Design and Embedded Systems

  2023 — 2026

• Govt. Engineering College, K.r.pet, Mandya

  Bachelor of Engineering - BE, Electrical, Electronics and Communications Engineering

  2008 — 2012