Shashank BM

• Led the development of 400+ detailed Vantage Health Check (VHC) reports using Python-based COA tools, enhancing service
transparency for global customers and enabling data-driven recommendations.
• Created and standardized a 52-slide VHC report template, significantly streamlining report generation and improving clarity for
executive-level presentations.
• Proactively identified Operational Risks by analyzing system metrics and outage data, escalating discrepancies, and initiating
timely support requests to ensure accurate system records.
• Generated strategic insights through Power BI dashboards, Diagnose and troubleshoot technical problems.
• Owned the onboarding processfor global clients, ensuring smooth transitions through process adherence, Guide clients step
by- step through troubleshooting procedures via phone, email, & chats.

• Spearheaded the creation of over 400 comprehensive Vantage Health Check (VHC) reports utilizing Python-based COA tools, driving enhanced service transparency and empowering data-driven decision-making for a global clientele.
• Earned a nomination for Teradatas Top Performer Award by effectively onboarding and mentoring new team members, mastering a complex pilot process within three months, and delivering exceptional quality in all outputs.
• Developed and standardized a 52-slide VHC report template, which significantly optimized report generation processes, improving efficiency and consistency across the team.
• Fostered a collaborative team environment, enhancing operational workflows and elevating customer service standards to ensure client satisfaction and retention.
• Implemented best practices in operations management, contributing to overall team performance and achieving organizational goals.

• Utilize Internal knowledge bases and external resourcesto deliver precise technical solutions
• Delivering Support Plans, Monthly, Quarterly, Half-Yearly reports & Review Presentations, collaborating with Service
Engagement Managers (SEMs) to align service outcomes with customer objectives.
• Managed daily updates for Operational tracking sheets, consolidating team inputs & providing actionable status reports.
• Performed financial governance tasks, supporting invoice processing, resource allocation, and forecast reporting across active projects.
• Enhanced customer satisfaction by contributing to supportstrategy documents, Quarterly planning initiatives, and system health
assessments tailored to business needs.
• Document technical knowledge through detailed notes, guides, and manuals.
• Conduct follow-ups to confirm clients systems are fully restored and functioning properly after troubleshooting.
• Nominated for Teradatas Top Performer Award for successfully onboarding and mentoring new hires by mastering a pilot
process within three months and producing high-quality deliverables.

• Streamlined Request Management across Remedy, Spider ITSC, ITSM, and ServiceNow, ensuring 96%+ accuracy in assignment
and reducing bounce-back incidents through strong process adherence.
• Mentored and trained new joiners, delivering process workshops and ensuring knowledge transfer of frequent updates and SOPs.
• Acted as escalation point for critical client issues, resolving cases with minimal turnaround time and maintaining high client
satisfaction.
• Generated daily, weekly, and monthly team performance reports, supporting operational visibility and leadership decisions.
• Performed quality audits on team deliverables, ensuring 100% adherence to process checklists and continuous improvement.
• Recognized for migrating 1, 450+ tickets from ITSM to ServiceNow in just 12 days, reducing backlog and enabling smoother ticket
flow for Level 2 teams.
• Reduced call inflow by 30% during a major outage by coordinating cross-region communication, issuing alerts, and updating
voicemail and ticketing instructions.
• Consistently delivered top CSAT and AHT scores and received multiple client appreciations for customer handling excellence.

• Delivered exceptional L1 support for technical issues through various channels, achieving high levels of user satisfaction and first-call resolution.
• Efficiently logged and tracked incidents and service requests, ensuring comprehensive documentation and timely closure within SLA timelines.
• Collaborated effectively with Level 2 and infrastructure teams to manage escalations and outages, facilitating seamless cross-team incident resolution.
• Demonstrated strong commitment to operational excellence with 100% attendance and adherence to processes, contributing to team efficiency and performance.
• Developed a proactive approach to problem-solving, enhancing team productivity and service quality in a fast-paced environment.

• Provided L1 support for technical issues via phone, email, and chat, resolving user incidents using remote assistance tools and
ensuring first-call resolution where possible.
• Logged & tracked all Incidents and Service requests, maintaining detailed documentation and ensuring closure within SLA timelines.
• Coordinated with Level 2 and infrastructure teams to manage escalations, outages, and cross-team incident resolution.
• Maintained 100% attendance and process adherence per IEX scheduling and compliance metrics.
• Awarded for excellence in CSAT, Customer service, and Quality performance, consistently ranked among top performers on shared
support desks.

• Delivered first-line Technical Support to end users for internet connectivity, router configurations, and software installation issues.
• Ensured 100% process adherence and high-quality service across all customer interactions via phone support.
• Coordinated with L2 and Backend Support teams to resolve escalated technical issues and minimize service disruptions.
• Logged, updated, and tracked all incidents and service requests using the Coffee ticketing tool, maintaining accurate case history and
follow-ups.
• Maintained strong SLA compliance and contributed Customer