Robin Poon

Enterprise Support Analyst- Gallagher Offshore Support Services Pvt.Ltd(GOSSPL) Feb 2011- Oct 2012

Managing and Maintaining IT infrastructure for a Gallagher Entity Internal Advisors & Clients from worldwide which includes the IT support and Service management principles like Incident, Problem, Change, and Service Request Management through ITIL framework.

Identify & Diagnose issues related to Desktop, Laptop Computers, Windows XP, Vista & 7, MS Outlook 2007, Lotus Notes Email Client, Printers Configuration & Installation, Blackberry, Cisco VOIP Phone, Cisco VPN Software and Networking Errors, Citrix Virtualization – XenServer & XenDesktop, Applications Support.

Central point of contact for managing all major Incidents, Service Request Tickets, Handling high level Escalations and Complaints and developing analysis and report for the same issues.

Following effective Management procedures for Critical & High impact faults as per defined processes.

Raising an Incident Tickets on BMC REMEDY 7.0 with the respective resolver group for absolute resolution and driving all priority incidents to the resolution as per the SLA norms.

Generate and Prepare daily reports for incidents and problems from BMC REMEDY also providing reliable service delivery by adhering to SLA targets.

100 % Adhere to ITIL process.

Incident Management – Manage SEVERITY 1 & 2 Incidents _ Escalated by Level 1 Analysts. Following up on higher priority faults generated by the Service Desk and resolving within TFT.

Tracking all the problem tickets and pushing towards resolution by liaising with resolver group.

Ensuring that appropriate teams are managing incidents in line with priority definitions.

Contributing to the overall availability and reliability to the services delivered to the Clients in achieving SLA deadlines.

Managing potential major incidents through broadcasts and alert management techniques.

Implementing IVRs after incident analysis to stabilize the Call Volume.

Identify and capture the root cause of the incidents from the respective resolver group.

Interact with Problem Management team to facilitate Root Cause Analysis and update new resolutions to the knowledge base and raising Known Error Records.

Central point of Ticket Closure – Communicating and implementing resolution provided by the Problem Management Team to the end user.

Sending Event notifications - Responsible for Managing “Down Time & Outages” notifications to appropriate support teams to ensure Service Availability and Business Continuity.

Creating knowledge base documents for 'Incident Management' & 'Service Desk', for training implementation and performing regular Quality check, adding latest updates to the same through Document Control System.

Last work for Dell international services from 3rd march 2014 to 19th Aug 2021

Handling Commercial customer for spares part requirement, processing order download and 

Provide service within SLA