Divakar Gopal

Project 1 - PwC Service Desk - Bangalore,India

Role : Operations Manager

Duration: Oct 2010 - June 2015 & March 2017 - Aug 2022

Key Responsibilities :

• Responsible to drive all the defined SLA’s
• Daily Client Connect
• Identify areas of Service Improvements and design , plan and execution. Highlight challenges in the plan.
• Service delivery transformation initiatives in the BAU service, with global TCS and PwC counterparts.
• Manage Incident Management (IM SLA improvement)
• Liaison between call controllers and team leader.
• Quality/Process Management (FCR & VSAT Improvements and contact reduction
• Monitor SLA performance and fulfillment of gaps to achieve project's SLA.

Project 2- PwC Deskside -UK

Role : IT Specialist

Duration : July 2015 - Nov 2017

Key Responsibilities :

• Managing and keeping inventory of all assets (Laptops and iphones)
• Address various technical issues reported by onsite users and taking appropriate steps to address the issue with in the SLA.
• Maintain VSAT and QA scores.
• Being available for Network patch upgrade post out office hours and co-ordinate with the Network engineer for facilitating them to perform the upgrade with in their SLA time lines.

Project 3 - PwC US

Role : Team Member

Duration : Aug 2022 - June 2023

Key Responsibilities

• Managing and keeping inventory of all assets (Laptops and iphones)
• Address various technical issues reported by onsite users and taking appropriate steps to address the issue with in the SLA.
• Maintain VSAT and QA scores.
• Being available for Network patch upgrade post out office hours and co-ordinate with the Network engineer for facilitating them to perform the upgrade with in their SLA time lines.
• Do random checks on office printers and its functionality.
• Do daily checks on Cisco meeting rooms and check its functionality on all floors.
• Connect with respective Cisco and Network stakeholders to report any issues with cisco systems and network rooms and take help to resolve the same.

Project 4 - Allianz Technology US

Role: Team Member

Duration : Aug 2023 - June 2024

Key Responsibilities :

• Extracting reports from Qualys, segregating different applications that are reported as vulnerability like End of life .net, Mongo DB, SQL ODBC and IBM MQ
• Connecting with all the user to understand the availability and criticality of the application usages.
• Getting exceptions from the application owners and stakeholder to use the outdated application to stipulated amount of time.
• Co-ordination with workstation services team or Deployment team to upgrade the vulnerable apps.

• Responsible for handling technical issues reported by Customers on Studio and Inspiron Laptops
• Core support on Windows XP & Vista Operating Systems and hardwire and wireless network
• Core support on MS Office 2003 & 2007 products
• Core support on Operating Systems and Hardware.

• Responsible for providing on call support and resolution to customers.
• Maintaining Csat and First call resolution.
• Supporting standalone printers and wireless printers.
• Logging tickets for callers and giving specific focus to callers from Canada.
• Ensure to achive Vsat Target of above 4.5.

• Visiting Petroleum refinery site and servicing all research equipment
• Annual maintenance visits.