Total Years of Experience: 17 Years, 6 Months
May 2012
To March 2022
SeniorEngineer
at Colt Technology Services India Pvt. Ltd
Location :
India - Delhi
Preparation of Customer Incident Reports, Investigation of reason for outage (RFO) /
Root Cause Analysis (RCA) of network outages.
• Lead in acquiring adequate product knowledge, and cascade amongst the team to
successfully resolve customer queries.
• Part of a Quality Adherence Team.
• Follow-up on Incidents/Requests and managing escalations, liaison with internal
support teams, customer and third-party service providers etc. to ensure incidents are
actively worked upon and remediated.
• Processing Service Level Agreement (SLA) / Contractual compensation calculation.
Performance and Recognitions
• Quality contributor in managing third party service provider tickets and moved to the
Incident Reporting team. Now part of Incident Management team and take care of
Contractual Penalty (SLA) calculation as well.
• I received a Spot Award for my performance and for managing Colt Bangalore - Service
Desk. I was SPOC for 8 service desk agents in Colt, Bangalore and my profile included
floor support, team reporting, quality maintenance, team stats, providing updates, in-
team training etc.
• I was conferred an award in recognition of my creative contributions to enhance the
knowledge portal for being the Star KB User Overall for the Quarter Oct-Dec’2008 in
iYogi and promoted to Performance Specialist - Technical (Quality Analyst). I imparted
Technical Troubleshooting & Process Training to a batch of 20 trainees of Level II
Technicians in iYogi.
Root Cause Analysis (RCA) of network outages.
• Lead in acquiring adequate product knowledge, and cascade amongst the team to
successfully resolve customer queries.
• Part of a Quality Adherence Team.
• Follow-up on Incidents/Requests and managing escalations, liaison with internal
support teams, customer and third-party service providers etc. to ensure incidents are
actively worked upon and remediated.
• Processing Service Level Agreement (SLA) / Contractual compensation calculation.
Performance and Recognitions
• Quality contributor in managing third party service provider tickets and moved to the
Incident Reporting team. Now part of Incident Management team and take care of
Contractual Penalty (SLA) calculation as well.
• I received a Spot Award for my performance and for managing Colt Bangalore - Service
Desk. I was SPOC for 8 service desk agents in Colt, Bangalore and my profile included
floor support, team reporting, quality maintenance, team stats, providing updates, in-
team training etc.
• I was conferred an award in recognition of my creative contributions to enhance the
knowledge portal for being the Star KB User Overall for the Quarter Oct-Dec’2008 in
iYogi and promoted to Performance Specialist - Technical (Quality Analyst). I imparted
Technical Troubleshooting & Process Training to a batch of 20 trainees of Level II
Technicians in iYogi.
September 2010
To May 2012
Systems Analyst
at Dell Services- Infrastructure Solutions
Location :
India - Delhi
Troubleshoot issues related to Windows Operating System for healthcare client
Network Configuration and Troubleshooting
Mobile Devices troubleshooting
Email Configuration and other client applications configuration / troubleshooting ( like Cerner )
Network Configuration and Troubleshooting
Mobile Devices troubleshooting
Email Configuration and other client applications configuration / troubleshooting ( like Cerner )
April 2008
To July 2010
Technical Consultant
at iYogi Technical Services Pvt. Ltd
Location :
India - Delhi
Configuration and troubleshoot Windows Operating System, Printer, Local network and mobile devices for US Client (Wallmart Process).
February 2006
To March 2008
Technical Support Officer
at Convergys - India
Location :
India - Delhi
Microsoft Desktop Support
Windows 98, Windows Millenium, Windows 2003 Operating System - Installation, Configuration and Troubleshooting
Printer and Local Network - Configuration and Troubleshooting
Mobile Devices Configuration
Windows 98, Windows Millenium, Windows 2003 Operating System - Installation, Configuration and Troubleshooting
Printer and Local Network - Configuration and Troubleshooting
Mobile Devices Configuration
September 2004
To January 2006
Quality Verifier
at Teleperformance India (CRM Services India Pvt. Ltd)
Location :
India - Delhi
BPO / Telecalling for US Client
Credit Card Selling
Credit Card Insurance Selling
Qulaity Verifier
Credit Card Selling
Credit Card Insurance Selling
Qulaity Verifier
Share on Facebook
Share on Twitter
Share Via Email