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Idrees Zoheb

@idreeszoheb

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Experienced ServiceNow Senior Specialist with strong application support skills.

India

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What I'm looking for

I am looking for a role that allows me to leverage my IT expertise while fostering team growth and enhancing service delivery.

I am a dedicated IT professional with over 10 years of experience in the industry, specializing in ServiceNow and application support. Currently, I serve as a ServiceNow Senior Specialist at HCL Technologies, where I lead a team of 22 helpdesk members, ensuring top-notch service delivery and customer satisfaction. My commitment to excellence has resulted in a remarkable improvement in ticket closure ratios and consistently high customer satisfaction scores.

Throughout my career, I have developed a robust skill set that includes managing IT operations, troubleshooting complex issues, and implementing effective support models. My experience spans various roles, from Helpdesk Associate to Technical Support Advisor, where I have honed my analytical and management skills. I am passionate about mentoring my team and continuously improving service desk operations to align with organizational goals.

Experience

Work history, roles, and key accomplishments

Current

ServiceNow Senior Specialist

Current

HCL Technologies

Mar 2020 - Present (5 years 4 months)

Managed a team of 22 Helpdesk members for the LinkedIn project, overseeing supervision, development, and mentoring of the Service Desk team. Monitored Service Desk metrics to meet KPIs, improved ticket closure ratio from 30:70 to 90:10, and consistently delivered 100+ CSAT scores.

ServiceNow Active Directory Windows MacOS Zoom)Microsoft Teams Google Drive Jira Office 365 Okta Jamf Piwik Airwatch PowerShell VMWare

Helpdesk Associate

NTT Data Services Pvt Ltd

Feb 2019 - Mar 2020 (1 year 1 month)

Served as the first point of contact for customers seeking technical assistance over the phone, chat, and email, managing all calls in accordance with service desk processes. Performed remote troubleshooting through diagnostic techniques and installed/configured software to meet user requirements.

Technical Support Troubleshooting Customer Service Installation Remote Assistance IT Support Diagnostics Email Support Chat Support

Technical Support Advisor

Concentrix Service Pvt Ltd

Aug 2017 - Dec 2018 (1 year 4 months)

Greeted customers warmly and ascertained problems or reasons for calling, resolving complaints via phone and email. Managed large amounts of incoming calls and provided accurate, valid, and complete information to achieve customer satisfaction.

Customer Service Technical Support Email Communication Customer Satisfaction Problem Solving Data Entry Communication Skills Active Listening

Administrator (Local IT)

HCL Technologies

Jul 2014 - Jul 2017 (3 years)

Handled external and internal communication systems, managed clerical staff, and organized meetings. Created and updated records and databases, prepared correspondence, and ensured timely reports and presentations.

Administrative Support Communication Data Management Record keeping Meeting Coordination Report Preparation Documentation Office Administration Clerical Support Organizational Skills

Education

Degrees, certifications, and relevant coursework

VIT University

BCA, Computer Applications

Grade: 70%

Studied Computer Applications at VIT University, completing the regular program. Gained foundational knowledge in various computer application concepts.