Nivesh Kapur, SeniorEngineer

Nivesh Kapur

SeniorEngineer

Colt Technology Services India Pvt. Ltd

Lieu
Inde
Éducation
Baccalauréat, Commerce
Expérience
17 years, 6 Mois

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Expériences professionnelles

Total des années d'expérience :17 years, 6 Mois

SeniorEngineer à Colt Technology Services India Pvt. Ltd
  • Inde - Delhi
  • mai 2012 à mars 2022

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.

Systems Analyst à Dell Services- Infrastructure Solutions
  • Inde - Delhi
  • septembre 2010 à mai 2012

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 )

Technical Consultant à iYogi Technical Services Pvt. Ltd
  • Inde - Delhi
  • avril 2008 à juillet 2010

Configuration and troubleshoot Windows Operating System, Printer, Local network and mobile devices for US Client (Wallmart Process).

Technical Support Officer à Convergys - India
  • Inde - Delhi
  • février 2006 à mars 2008

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

Quality Verifier à Teleperformance India (CRM Services India Pvt. Ltd)
  • Inde - Delhi
  • septembre 2004 à janvier 2006

BPO / Telecalling for US Client
Credit Card Selling
Credit Card Insurance Selling
Qulaity Verifier

Éducation

Baccalauréat, Commerce
  • à Delhi University
  • janvier 2009

Bachelors of Commerce (PASS) School Of Correspondence, Delhi University

Etudes secondaires ou équivalent, Arts And Humanities
  • à VVDAV Public School
  • septembre 1998

Arts and Humanities - XIIth Standard Central Board of Secondary Education, New Delhi Ved Vyasa Dayanand Anglo Vedic Publich School, Vikaspuri, New Delhi - 110018

Etudes secondaires ou équivalent, Middle And Secondary Education
  • à DAV Public School
  • septembre 1996

Xth - Standard Central Board of Secondary Education, New Delhi Dayanand Anglo Vedic Public School, Vikaspuri, New Delhi - 110018

Specialties & Skills

Troubleshooting
REPORTS
CUSTOMER RELATIONS
ACTIVE DIRECTORY
ANALYSIS

Langues

Anglais
Expert
Hindi
Langue Maternelle

Formation et Diplômes

Microsoft® Certified Technology Specialist: Windows Server 2008 Active Directory, Configuration. (Certificat)
Date de la formation:
July 2013
Microsoft Certified Professional (Certificat)
Date de la formation:
July 2013
ITIL V3 Intermediate - IT Service Operations (Certificat)
Date de la formation:
November 2016