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utkarsh srivastava8

@utkarshsrivastava8

I improve customer support operations through technical troubleshooting, workflow refinement, and data-driven service analysis.

India

Message

At HCL Tech, I improve customer experience and technical support operations, raising CSAT by 25%, maintaining a 95% first-contact resolution rate, and reducing call handling time by 15%.

I use ServiceNow, Active Directory, Excel, and Google Sheets to troubleshoot complex issues, analyze service metrics, identify operational bottlenecks, and strengthen support workflows. Previously, I improved candidate placement success by 20% through recruitment operations and refined sourcing strategies.

Experience

Work history, roles, and key accomplishments

Current

Analyst – Customer Experience & Technical Support

Current

HCL Tech

Nov 2023 - Present (2 years 10 months)

Boosted customer satisfaction scores by 25% and achieved a 95% First Contact Resolution rate. Reduced average call handling time by 15% and acted as primary escalation point for high-complexity queries.

ServiceNow Active Directory VDI Endpoint Protection Troubleshooting ITIL Process Optimization Customer Experience Root Cause Analysis Data Entry and Analysis Excel Google Sheets Microsoft Office

Technical Recruiter

Hiring Essential

Apr 2023 - Oct 2023 (6 months)

Executed end-to-end recruitment lifecycle for US IT and Non-IT mandates. Increased candidate placement success rate by 20% and utilized CEIPAL ATS and Boolean search strings for sourcing.