An ITIL V3 certified professional with over 18 years of expertise in Incident, Change, and Problem Management. Proven experience in Queue management and exceptional problem-solving skills. A highly accomplished and results-focused individual, adept at team management with a record of accomplishment of handling both new agents and reinforcing existing ones while optimizing processes. A visionary leader with a robust focus on achieving organizational goals and driving growth. Recognized for the development and motivation of high-performing teams to consistently deliver exceptional outcomes. Open to embracing change and pursuing new opportunities that enable me to leverage my expertise and contribute meaningfully to the success of an organization.
Experience:
- DXC Technology India Private Limited. November 2021 – March 2023
Role: Professional 1 Network Engineer. Responsible for actively monitoring ticket queue and all assigned tickets, ensure accurate logging, categorization, prioritization, initial diagnosis, routing, functional escalation, and data integrity of all applicable incidents and requests in ticketing tools. Delegating and managing the daily workload across the teams. Resource management and facilitating knowledge transfer to new hires. Monitoring performance targets and standards and providing reports on them. Organizing and leading weekly team meetings to discuss targets and accomplishments. Managed aged tickets and ensuring all incidents are adequately documented and in the most appropriate status to prevent misunderstandings regarding service fulfillment. Maintaining trending analysis on network incident, task, and project performance. Work on network performance reports for multiple clients. Publishing reports to stakeholders and representing their interests in team meetings. Maintaining and sharing inventory details with the capacity management team.
- AT&T Communication Services India Private Limited. April 2014 – October 2021
Role: SR. Associate, Netwk SVCS Maintenance. Managing commercial clients by collating, preparing, analyzing, and publishing reports using Power BI. Publishing incident sub-root cause analysis (RCA) reports. Updating tools (GPS) with new records. Clearing backlog orders in AT&T ticketing tools such as AOTS, ServiceNow, and Remedy 7. Publishing MACDs (Move, Add, Change, or Delete Services) reports. Publishing daily check and daily operation review reports. Managing official emails in the LCM (Life Cycle Management) mailbox, taking necessary actions as required. Proficient in overseeing daily team calls and effectively facilitating communication and collaboration among team members. Experienced in organizing and preparing weekend on-call rosters, ensuring efficient coverage and availability of team members for any required support or emergencies.
- CSC (Computer Sciences Corporation) December 2013 – March 2014
Role: Professional 1 Network. Procuring new mobile phones
