ASHISH CHADHA

(: 099********(: abqu16@r.postjobfree.com

(: GG 1/ 197B, Vikas Puri, New Delhi - 110018

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JOB OBJECTIVE

Seeking assignments with an organisation of repute.

SUMMARY

ITIL V3 Certified with experience of over 6 years in Incident Management,

Client Relationship Management and Team Management in Operations, Customer

Care, IT Helpdesk & Training Domain. Adroit in handling Incident Management

Process. Acting as an escalation gate to resolve critical issues of the

team members. Skills in conducting various training sessions for enhancing

the performance and quality of service.

Distinction of resolving Windows, Macintosh, iOS, Network Incidents of

Salesforce.com employees. Deft at ensuring a high-quality customer

experience, elevating customer satisfaction, while adhering to the SLAs and

work processes. Excellent communication and interpersonal skills with

proven abilities in resolving complex issues.

CORE COMPETENCIES

. Handling incident management for all incidents and developing MIS for

incidents

. Coordinating internal & external staff to ensure that incidents are

resolved prior to breach of service level targets and making reports to

analyse the incidents

. Conducting internal process audits & process reviews for ensuring strict

adherence to the process parameters/systems as per defined guidelines

. Defining service standards and guidelines that serve as benchmark for

excellent service delivery thereby contributing towards ameliorated

service revenue generation

. Monitoring Call Quality standards and Service Level targets thereby

accomplishing and exceeding the customer satisfaction levels

. Keeping abreast of changes that can affect customers and scheduling

Service Desk staff to meet customer requirements

. Directing and training the team members for ensuring optimum performance

ORGANIZATIONAL EXPERIENCE

Since Jan'11: Salesforce.com, Gurgaon as IT Helpdesk Support Analyst

(Sr. Analyst)

Highlights

. Essayed a stellar role in:

o Serving as a part of Incident Management Team

o Handling team of 20 Analysts.

o Identifying, monitoring and resolving Service Delivery Incident

Issues, Service Requests and system problems

o Ensuring correct incident categorization, prioritization,

identification of root cause issues

o Reporting of all incidents and closing it with a Major Incident

Report (MIR)

o Performing the follow-up on incidents, taking ownership for the

co-ordination, investigation and handling documentation of

customer request and problems

o Migrating the Incident Management Process from US

o Supporting VOIP phone setup and configuration of Voicemail and

roaming profile.

o Supporting BES and Citrix users.

Dec'08-Jan'11: Royal Bank of Scotland, Gurgaon as Engineer

Highlights

. Instrumental in managing the IT Service Desk UK, Exchange Team and Tivoli

Team covering UK, Scotland and Ireland

. Successfully migrated the Restore Process

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. Holds the merit of cross-training on 3 different domains handling Faults,

Incident Management for Restore and Tivoli Process at the Project Level

. Led Faults (Level-1 Team) and demonstrated excellence in:

o Resolving technical queries from fault request filled by RBS

employees from service line

o Creating and following incidents for hardware fault requests

using HP Openview

o Managing breaks & leaves in planned manner

o Ensuring no impact on project work & colleagues

o Auditing the requests/incidents processed by team-members

o Creating and implementing the Quality and the Audit Process for

the faults

. Guided Restore Team for Incident Management and was pivotal in:

o Identifying, monitoring and resolving service delivery incident

issues, service requests and system problems

o Ensuring correct incident categorization, prioritization,

identification of root cause issues and recovering the service

where possible

o Owning and reporting of all major incidents and closing it with

a Major Incident Report (MIR)

o Co-ordinating with different departments like Command Centre,

Vendors, Change Management, Release and Deployment Management

basis the impact of the incident

o Following-up on incidents

o Taking ownership for the co-ordination, investigation and

documentation of customer request, issues and problems

o Controlling Incident Time Line and discussing with Senior

Management about the resolution timeline

. Efficiently led Tivoli (Level-1 Team) and acted responsible for:

o Monitoring auto generated Tivoli Alerts

o Checking NMC for Auto Generated Tivoli Alerts for their

scheduled back-up

o Bouncing server networker services in case of back-up failures

o Coordinating with storage to get back-ups running constantly

o Training the new joiners for the project to support desktop,

laptop and printers, hardware & software's, server support in an

IT based service desk environment

o Ensuring team meets the required SLA

INITIAL EXPERIENCE

Apr'08-Dec'08: Bank of America, Gurgaon as Level- II (Operations)

Aug'06-Mar'08: IBM Daksh, Gurgaon as Technical Support Officer

EDUCATION

2006 BCA from Jaunpur University

CERTIFICATIONS

ITIL V: 3 Certification in 2010

2. MAC OSX Support Pro: 2011

CCNA

PERSONAL DETAILS

Date of Birth: 22nd January, 1984

Visa Details: B1/B2 Visa for US

Linguistic Abilities: English and Hindi

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BCA

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