Elson Renil Martis
Hamilton,WKO
Summary
Dynamic operations management leader with a proven track record at LTIMindtree Ltd., recognized for exceptional client communication and service delivery optimization. Expertise in MS Office and Active Directory has led to enhanced team performance and satisfaction. A detail-oriented professional committed to driving process improvements that foster team engagement and efficiency.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Team Lead/Manager
LTIMindtree Ltd.
01.2021 - Current
- Guided team operations, prioritizing individual requirements.
- Served as sole contact for team members seeking technical assistance.
- Conducted audits and provided feedback to ensure service standards.
- Conduct periodic reviews on open or aging tickets with IT support teams.
- Aligned individual goals with overarching team metrics for consistent achievement.
- Conducted knowledge transfer sessions for incoming GSD team joiners.
- Handle escalation management from initiation to resolution.
- Proficient in generating detailed reports on various Help Desk metrics.
- Evaluated service models and participated in optimization initiatives.
- Conducted diverse migration activities, ensuring smooth transitions for clients.
- Participated in candidate evaluations during technical interview panels.
- Optimizes team progress toward learning and innovation benchmarks.
- Assigned responsibilities tailored to individual strengths and project needs.
- Formulated strategies for employee development and progression.
- Directed initiatives to address absenteeism and optimize workforce engagement.
Senior Engineer
Mindtree Ltd.
11.2019 - 12.2021
- Worked on creating and disabling user accounts on Active directory
- Experience on Exchange admin portal to assign MS Office licenses based on user types
- Experience with creating UNIX accounts and projects
- Creation of JIRA, Bitbucket and Artifactory projects for the client
- Creating SOP/KB articles by identifying process gaps
- Providing admin rights to users on personal PC’s and RDP access on LAB machines
- Mentoring the new joiners in the team on process knowledge and helping them to start off on tickets
- Good knowledge of Print Services, TCP/IP and Network connectivity
- Perform second level of support including technical advice/troubleshooting in Microsoft Operating systems for desktop and laptops, MS Office applications including Outlook, Microsoft Active Directory User Management, Intune, MFA, etc
Service desk analyst
British Telecom E-serv Ltd
11.2018 - 06.2019
- Supporting the internal IT services for British Telecom employees in the USA and UK
- Managing customer support cases on a daily basis, including verifying cases, isolating and diagnosing the problem, and resolving the issue on inbound calls
- Troubleshoot areas of poor performance and identifying effective solutions to resolve issues both in the immediate future and for the longer term
- Analysis of exceptions and logs to isolate root cause and help in products usability and improve end-user experience
- Ensuring that knowledge management processes are adhered to and processes are followed while documenting cases
- Approaching complex technical issues with varying perceptions and making use of opportunities to create and implement productivity tools
- Ensuring all issues are resolved or escalated to the proper second level or higher level support teams to resolve in a timely fashion
- Continuously enhancing knowledge through trainings and e-learning courses
- Coordinate with Quality Assurance and Engineering teams to provide assistance in identifying, reporting and resolving product defects
Technical Support Engineer and technical solutions representative
DXC Technologies
02.2016 - 10.2018
- Supporting the IT services for Philips account in the USA and UK for calls and Global support on chats
- Working on various Ticketing tools like HP Service Manager (HPSM) 7 and ServiceNow
- Managing customer support cases on a daily basis, including verifying cases, isolating and diagnosing the problem, and resolving the issue on inbound calls
- Troubleshoot areas of poor performance and identifying effective solutions to resolve issues both in the immediate future and for the longer term
- Analysis of exceptions and logs to isolate root cause and help in products usability and improve end-user experience
- Ensuring that knowledge management processes are adhered to and processes are followed while documenting cases
Education
Bachelor of Engineering - Electronics & Communication
Adichunchanagiri Institute of Technology
Chikmagalur06-2015
PUC (12th grade) - Computer Science
St. Joseph’s Residential School
Chennai05-2008
SSC (10th grade) -
St. Joseph’s Residential School
Chennai05-2006
Skills
- MS Office (2010, 2013, 2016, O365)
- MS Exchange
- Windows OS (7, 8, 10)
- Active Directory
- ServiceNow
- JIRA
- VPN technologies
- Project Transition
- Customer focus
- Key performance indicators
- Attention to detail
- Process improvement
- Performance improvement
- Operations management
- Client communication
Projects
Intelligent Vehicle Speed Adaptation using ZigBee, A system to automatically reduce the speed of vehicles near school or hospital zones to prevent accidents. A ZigBee transceiver is used to transmit and receive signals to and from vehicles.
Disclaimer
I hereby declare that all the personal details written above are to the best of my knowledge and belief.
Languages
- English
- Hindi
- Kannada
Personal Information
- Spouse Name: Rovina Mendonsa
- Date of Birth: 08/18/90
- Gender: Male
Accomplishments
- Was awarded the CSAT champ for getting the highest number of Customer Satisfaction (CSAT) surveys for the month (22) with 100% positive response.
- Client appreciated the efforts put in by the Service desk team, that was led and managed by me, during transition and shift left activities achieving knowledge transfer in a matter of weeks.
- Received outstanding achievement for the year from the client for delivering process improvement initiatives and for resolving critical issues on priority.
Certification
- ITIL4 Awareness, Quint, 2020
- Manage identity and access in Azure Active Directory, Microsoft, 2022
Timeline
Team Lead/Manager
LTIMindtree Ltd.
01.2021 - Current
Senior Engineer
Mindtree Ltd.
11.2019 - 12.2021
Service desk analyst
British Telecom E-serv Ltd
11.2018 - 06.2019
Technical Support Engineer and technical solutions representative
DXC Technologies
02.2016 - 10.2018
Bachelor of Engineering - Electronics & Communication
Adichunchanagiri Institute of Technology
PUC (12th grade) - Computer Science
St. Joseph’s Residential School
SSC (10th grade) -
St. Joseph’s Residential School
Similar Profiles
Ravi BhoyarRavi Bhoyar
Senior Salesforce Developer at LTIMindtree Ltd.Senior Salesforce Developer at LTIMindtree Ltd.
Saumya SrivastavaSaumya Srivastava
Specialist- Software Engineering at LTIMindtree Ltd.Specialist- Software Engineering at LTIMindtree Ltd.
Deepak BDeepak B
Project Manager, Technical Manager, Scrum Master at LTIMindtree Ltd.Project Manager, Technical Manager, Scrum Master at LTIMindtree Ltd.