Incident Management Specialist

ROHAN RAJ R

E Mail: ********@*****.***

Mobile: +91-998*******

Career Objective

To succeed in an environment of growth and excellence and earn a job which

provides me job Satisfaction and self-development and help me achieve

personal as well as organization goals.

Career Highlights

Hewlett-Packard

November 2006 till date

Process: CMD-SCoPE & MC WelcomeDesk

Job Profile:

. Assess impact and progress during Critical/major incidents to ensure

escalation is timely and appropriate

. Provide accurate and timely communications on impact to an appropriate

distribution lists and senior management

. Responsible for End-to-End Event Incident Management Service beginning

from the time of logging to the time of closure.

. Establish regular communication with IT management and the business

regarding the status of incident tickets and adherence to the incident

management process

. Developing monthly analysis report to critical customers.

. Leverage incident management best practices and process frameworks,

such as, ITIL methodology, to drive continual process improvement

. Part of the (CMD) Call Management Desk Fun committee.

Internal movement to (PAS) Proactive admin specialist

Jan 2013 till Dec 2013

Job Profile:

. Sending welcome package to customer IT support and HP ASM educating

about the Proactive support they have purchased.

. Amending changes in Hp and client internal Proactive web support tool.

. Creating tasks in passkey tool which triggers notification to

engineers to send periodic proactive reports in time.

. Was selected to handle a team making outbound calls to Customer IT

service in charge.

. Educating IT service manager the use of installing IRS software

(Insight Remote Support)

. Explaining the customer that IRS software helps resolve complex

problems faster & more easily while reducing unplanned outages.

. Providing valuable feedback on listening to the agent's conversation

with the clients.

. Updating management on the day to day call numbers made by the team.

Internal moment to (SVR) Service value reporting

Jan 2014 till date

Job Profile:

. Scrubbing cases as requested by the ASM and providing a report with

graphs.

. Scrubbing cases from the creation till the closure with completed case

history.

. Providing on time report with the average SLA met or not met.

. In charge of sending weekly, monthly and quarterly reports for

specified customers.

. Modifying the report appropriately as requested by the ASM.

. Monitoring the share point and assigning the requests on rotation.

. I am also in charge of monitoring the queue OOH on rotation to order

parts for TAM.

.

Achievements & Initiatives:

. I have planned lot of indoor outdoor games.

. Planned a lot of trips which builds team bonding.

. Participated in a lot of cultural activities such as carol singing,

Mad Ads, dancing.

. I have received customer appreciation on being proactive.

. Complemented by the tower head in successfully running the new out

bound calling process.

. Awarded with goodies and points when organized all the cultural

activities.

24/7 Customer Pvt Ltd

November 2005 to November 2006

Process; Manhattan Chase credit cards

Sr Executive-Sales Support

Job Profile:

. Worked as a Sr. executive for US based credit card company (Chase

Manhattan)

. Involved in enrolling existing customer's for credit protection plan

(Credit card insurance)

. Up selling was the interesting & changeling task.

. Achieved highest quality scores during my tenure

Achievements & Initiatives:

. Achieved client set targets and client's accolade for the same

. Awarded consecutively for 2 months as the 'Star of the Month'

AOL Time Warner Inc.

Jan 2005 to Sep 2005:

Customer Care Executive

Job Profile:

. Worked as Associate customer care consultant. (MAS) Member Associate

Services was the billing department for AOL members.

. Sorting out billing queries of members & adding special value to the

service by introducing them to the benefits they can avail.

Achievements & Initiatives:

. Awarded as the roaring tiger (best performer) consecutively for 3 months

. Planned the scoring board of each teams as F1 racing club names. Just to

get a different & sportive view

. Was responsible in organizing lots of team fun activities / outings

Mphasis India Pvt Ltd

May 2004 to Oct 2004

Job Profile: Technical Support Executive

. Worked as Technical assistance consultant for Earth Link.

. Was dealing with basic technical issues of Customers

Academic Credentials

. Graduated in Bachelors of Business Management from Bangalore

University.

Certifications

. ITIL V3 Certified

OTHER INTEREST

- Long rides

- Playing Cricket

- Listening to music

- Singing

- Organizing fun committee events

Contact this candidate