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Divyanshu Srivastava

@divyanshusrivastava1

Senior Analyst at HCLTech supporting enterprise SaaS and voice services, troubleshooting phones and call-routing workflows.

India

Message

At HCLTech, I support an enterprise SaaS and voice-services platform used by telecom customers. I investigate service configurations and permissions, manage user accounts and devices, and troubleshoot Polycom and Yealink IP phones.

I also configure and troubleshoot call-routing rules, IVR workflows, ring groups, and call queues. I triage incidents, document troubleshooting, and create, resolve, or escalate cases in ServiceNow.

Earlier, at SG Encon Pvt. Ltd., I troubleshot 4G and 5G network issues, including latency, packet loss, and connectivity outages. I also supported customers at Teleperformance and completed technical-support training at Concentrix.

Experience

Work history, roles, and key accomplishments

Current

Senior Analyst

Current

HCLTech

Dec 2025 - Present (10 months)

Provided technical support for an enterprise SaaS and voice-services platform, troubleshooting IP phones, softphones, and voice-service configurations. Performed incident triage and managed incidents in ServiceNow while following SLA procedures.

ServiceNow SaaS Platform Administration User Provisioning Access Management Teams Enterprise Voice SIP IVR Call Routing Polycom Yealink IP Phones Softphones Fax ATA Certification Incident Management Troubleshooting

Technical Advisor

Concentrix

Oct 2025 - Dec 2025 (2 months)

Completed training for a technical-support process covering hardware, software, OS, and basic network troubleshooting. Practiced incident triage, ticket documentation, remote support, and escalation handling.

hardware troubleshooting Software Troubleshooting OS Troubleshooting Network Troubleshooting Incident Triage Ticket Documentation Remote Support Escalation Handling

Customer Service Associate

Teleperformance

Apr 2024 - Jul 2025 (1 year 3 months)

Handled customer queries via voice, email, and chat for orders, returns, delivery, and account issues. Performed initial troubleshooting for common technical issues and used CRM/ticketing systems to log interactions.

CRM Ticketing Systems Customer Support Troubleshooting Voice support Email Support Live Chat Documentation

ISP Engineer

SG Encon Pvt. Ltd.

Jun 2023 - Oct 2023 (4 months)

Performed end-to-end troubleshooting and optimization of 4G and 5G network infrastructure. Monitored and resolved issues related to network latency, packet loss, and connectivity outages using diagnostic tools.

Network Troubleshooting Network Optimization Diagnostic Tools Latency Packet Loss Connectivity