Jeevan Basavaraj

About Jeevan Basavaraj

Presently working as Team lead,Having 8.5 years of IT experience in the information systems support including system and network administration. Recently promoted to Team Lead, managing a high-performing team of 18 associates supporting Progressive Insurance Corporation (USA) across Chat and Voice processes, aligned with EST time zone operations.In my current role, I am responsible for end-to-end team performance, operational excellence, and client satisfaction, ensuring consistent delivery against key business metrics.Key Responsibilities & Achievements: • Lead and mentor a team of 18 associates. • Own and drive critical KPIs including CSAT, FCR, AHT, ASA • Monitor and analyze daily/weekly performance data to identify trends and improvement areas • Ensure AUX adherence, schedule compliance, and productivity optimization • Manage full staffing, roster planning, and real-time adjustments • Handle customer and client escalations with a solution-first mindset • Coach team members to improve quality, confidence, and customer experience • Maintain high service standards for US customers in a fast-paced environmentFocused on building a motivated, accountable, and results-driven team while consistently exceeding client expectations and business goals.My skills include proficiency using Lead, team building, Active directory, Microsoft Office365, Microsoft Authenticator, Microsoft azure, NAC deployments, Id admin, solarwind alerts, Group policy, BMC Remedy, Servicenow, Gojira and also Handling Escalations.Please do message or Email (J••••••••@gmail.com) me for my updated resumeSpecialties:1. Active directory.2. Microsoft Exchange.3. Microsoft Authenticator.4. ID admin 5. Network issues related to Wifi, VPN, Citrix, Vdi, Internet Proxy.6. PC Encryption tools like Sophos Safeguard, Bit locker.7. Incident Management.8. Escalation Management. PFA my resume for the complete Job profile.Strong engineering professional with a Bachelor of Engineering (B.E.) focused in Computer Engineering from Maharaja Institute of Tech, MYSORE.

Experience

1. Team Lead

   Tata Consultancy Services

   Nov 2025 — Present · Bengaluru, IN

   Recently promoted to Team Lead, managing a high-performing team of 18 associates supporting Progressive Insurance Corporation (USA) across Chat and Voice processes, aligned with EST time zone operations.In my current role, I am responsible for end-to-end team performance, operational excellence, and client satisfaction, ensuring consistent delivery against key business metrics.Key Responsibilities & Achievements: • Lead and mentor a team of 18 customer support professionals • Own and drive critical KPIs including CSAT, FCR, AHT, ASA • Monitor and analyze daily/weekly performance data to identify trends and improvement areas • Ensure AUX adherence, schedule compliance, and productivity optimization • Manage full staffing, roster planning, and real-time adjustments • Handle customer and client escalations with a solution-first mindset • Coach team members to improve quality, confidence, and customer experience • Maintain high service standards for US customers in a fast-paced environmentFocused on building a motivated, accountable, and results-driven team while consistently exceeding client expectations and business goals.

Education

• Maharaja institute of technology mysore

  Bachelor of Engineering (B.E.), Computer Engineering

  2012 — 2016