CV, Service Center Analyst Seeking Work In UK

Available

Serial No: 25590

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Skills keywords: data audit, knowledge manager, process coordinator, team management, training coordinator

Current location:  700047 - View on map

Nationality: Indian

Spoken languages: Bengali, english, Hindi

Profile

Business Analyst offers 3 years in the IT industry. Expert on process and systems requirements, training, process improvement, knowledge management, quality, PMO and people management.

Career Summary

• Company Name: Capgemini Consulting India PVT LTD.
• Current Designation: Software Engineer
• Experience: May 2012 – Present

• Current Roles and Responsibilities:

 Logging incidents and service requests, containing all necessary information, received via phone and email.

 Addressing user issues correctly according to SLA standards and assigning them to appropriate resolving team when necessary.

 Knowledge of request models, especially knowledge of details required for providing accurate solution of user’s problem.

 Basic diagnose and troubleshooting of incidents issues when possible more advanced to resolve reported case.

 Providing First Time Fixes to the user, and closing the ticket in this case.

 Resolving as many incidents as possible on initial contact according to agreed SLA and processes for dedicated Customer and confirming fact that issue is fixed with users(FTF and FLR).

 Following-up on users chase calls; Monitoring own and absent colleagues queue in Remedy.

 Consulting high priority issues with Incident Manager. Control timely processing of the assigned incidents and service requests.

 Accurate and timely hand off to other resolving teams.

 Meeting or exceeding the level of service when responding to all incoming incidents.

 Identification of recurring and related incidents and ability to co-relate for a potential bigger problem or seeding indicators for a bigger issue.

 Have knowledge and experience in incident and knowledge management;

 Designing project reports;

 Creating presentations for training

 Provide process training to the new joinees;

 Data auditing

 Done project transitions

 Managing team

Qualifications

DEGREE/CERTIFICATE SCHOOL/COLLEGE YEAR BOARD/UNIVERSITY DIVISION

Secondary Khanpur Girls’ High School 2006 West Bengal 1st

Higher Secondary Khanpur Girls’ High School 2008 West Bengal 2nd

Graduation (Distance ) Kuvempu University 2011 UG 1st

Diploma in Software Engineering NIIT 2011 NIIT 1st

PROFESSIONAL QUALIFICATIONS:

1) ITIL V3 Certified

COMPUTER PROFICIENCY:

1) MS Office 2007(Prof Exp.)

2) HTML, CSS, Java Script

3) SQL Server 2005

4) .Net Framework 2.0

5) ITSM (Prof Exp.)

6) BMC Remedy (Prof Exp.)