Jeswant Samuel David

• Rresponsible for Implementation of Service Level Agreements, Service Level Reporting and Billing. • Roll out customized frameworks for running Service Improvement Programs and Continual Service Improvement initiatives. • Implement client operational processes and governance handbooks • Contract compliance, Governance and Audit.

• Implemented central Release Management Office for complex application environment. • Responsible to check and approve all planned releases in the application environment by anchoring the release review calls. • Experienced in interfacing with Stakeholders, external vendors and global teams. • Identified opportunities for standardization of processes and implemented industry best practices.

• Used industry standard business modelling tool – Metastorm Provision to develop 3D architectural blueprints and artefacts. • Strategized and Designed IT process workflows for Unisys clients. • Played direct role to update existing End User Services offerings including changes to features and functions of the existing service desk and desktop management offerings. • Support sales team on presales activities.

• Techno-Functional Lead for a team of 20 Specialist, involved in Technical Support • Managed Desktop L2 and L3 support services for More than 80000 Desktops, Laptops and Tablets (IBM, DELL, COMPAQ, HP) across Norwich Union.Remote Troubleshooting and Installation of standalone and network printers. • Installation of client applications using resources setup by those programs on desktops, Laptops and Tablets.

• Modification of application as per the users request by using Configuration Tool and PL/SQL. • Coordinating between the user and the application vendor, in case of a major bug. • Created and executed test cases for UAT before implementation into the real time environment. • Prepared KB (knowledge base) articles and published.

• Hands on experience in Dell Desktops Hardware and installing and configuring the OS as per the user requirements. • Prepared KB (knowledge base) articles and published. • Call monitoring and agent feedback. • Conducted trainings on process and technical support updates.

• Hands on experience with the Concerto Dialler data management • Manually testing the Application's developed for various campaigns for implementation. • Application client patch installation and support • Provided desk side support for user specific application issues.