Customer Service Information Technology
Resume:
CURRICULUM VITAE
Name :Luvy Tangraj Sole
Email : ********@*****.***
Mobile : 982-***-**** / 988*******
Objective :
To achieve a good position in the well-established Organization, Where I will enhance my Skills, Knowledge & Creativity to grow.
PROFESSIONAL CERTIFICATIONS
MS Office
Excel
Information Technology Infrastructure Library (ITIL)
BMC (ITSM) Remedy
Experience :
Company : Tech Mahindra (IT backend Process)
Duration : 28th Feb, 2014 to till Date {Exp -4.1 Year}
Designation : Senior Executive (IT backend Process)
Service Desk
Create incident, update work log, prioritize and categorize the incident and monitor
progress of the incident.
Ensure tickets are assigned correctly to the respective domains.
Engage Incident Management when a major Incident is identified or when there is a
client escalation.
Priority incidents, based on priority and urgency, and rightly allocating to ensure
effective resolution.
Attending bridge calls and providing effective coordination, incident resolution and
service restoration.
Engage support teams as required for Critical and High priority tickets.
Providing all information pertaining to the incident: the action required, by when and
the business impact of the same.
Monitoring existing tickets and escalating to management if in risk of missing the
Service level targets.
Coordinating with the third party vendor with the progress of incident.
Create SLA breach report, Dashboard Report, Change Request, and various Project
related reports.
Responsible for providing current status, managing caller’s expectations by providing
current service level.
HPOV Netcool Monitoring
Event/Incident Management with the help of Service Desk
Monitoring servers via netcool. Monitoring critical network devices and different different alerts
Filters are categorized to make the work easy identifying the severity of alerts.
The basic responsibility is monitoring the HPOV Tool and raising incidents for the alerts
Received in the tool depending on the severity of the alerts.
Monitoring different CR (Change Request) login and logoff requests for all teams.
Assure that team member is provided with proper training, instruction, tools, and methods to
perform their jobs.
Perform timely performance evaluations, as well as appropriate disciplinary actions. Evaluate
all Customer Service Staff on communication skills and technical knowledge.
Ensure Customer Service is complete and meet time standards (SLA).
Create method to provide feedback and Quality Assurance on identified errors.
Assist with Client Services as needed.
Tools / Technology which are used,
1-ITSM (BMC Remedy)
2- HPOV Monitoring Tool – Netcool App
3- XenApp Citrix..ect
4-Splunk Monitoring and analyzing the data
Experience :
Company : Tata Business Support Service Limited (BPO Process)
Duration : 28th Feb, 2012 to 17th May, 2013 {Exp -15 Months}
Designation: Customer Care Executive
SMS Lead Generation
Received a SMS from Customer who have incurred about
Should call customer and inform them about feature of CAR
And convince them for a test drive
And inform nearest dealer about it
Experience :
Company : Armament Research And Development Establishment {ARDE} (Backend office)
Duration : April, 2010 To April, 2011 { Exp - 2yr}
Designation : As Cleark / Back Office
Profile :
Preparing invoice for transport
Credit sales Register
Tally register
Backup file … ect.
Educational Qualification:
Sr. No
Examination
Year Of Passing
Board / University
Name Of School/ College
1
B.com
2009
Pune University
College Of science, Commerce & Information Technology
2
HSC
2006
Maharashtra Board
Alegaonkar Jr College
3
SSC
2003
Maharashtra Board
SVS High School
Personal Information:
Permanent Address :Sr No 14/2, 60 feet road,
Bhavnagar, Near Shivnari Colony,
Pimple Gurav, Pune 411061.
Date Of Birth : 1st March, 1985
Gender : Female
Marital Status : Unmarried
Languages Known : English, Hindi, Marathi
Nationality : Indian
Interest & Hobbies: Listening Music, Watching Movies
Place:
Date: {Luvy T Sole }
Contact this candidate