IT Service Management

DIVESH PURI

*** ***** ***** **. +1-647-***-****

Etobicoke, Ontario M9V 2E6 **********@*****.***

Objective - Seeking an organization, incorporating a quality environment with professional and a progressive work culture with target driven objectives and freedom to be creative and innovative, also where I can put my education, experience and learning to add significant value to the intellectual capital of the organization.

Summary – Over 7 years of experience in the IT Service industry, offering outstanding service to diverse clients all across the globe and taking on various challenging roles & responsibilities. Demonstrated track record of successfully managing various lines of business for IT service desk. A self-motivated and result oriented professional with excellent communication skills, team management skills etc.

Organisational competences

Demonstrated strong team/people/project management skills.

Multitasking, committed towards work, positive attitude and result oriented.

Strong time management and problem management skills.

Good analytical and research skills.

Excellent communication skills (oral & written).

Acquired commendable customer handling skills, team work, etc.

Technical competences

Demonstrated good knowledge on Microsoft Word, Excel, Power Point etc.

Hands on experience with various CRM Tools.

Acquired good working knowledge of Microsoft Exchange, active directory and LDAP.

Operating Systems: Windows XP/Vista/Win7/8/8.1

Knowledge of ServiceNow automation to manage large enterprises.

Work Experience

October, 2011 - July, 2015

EMC Corporation (HCL Technologies)

Incident Management (IT Service Desk)

Worked with EMC Corporation as a contractor on ITSM (IT Service Management) platform, under the service desk (End User Computing) environment, with strength of more than 100 engineers providing efficient and quality support to B2B customers globally.

- Managed all line of businesses (Call, Chat, Email, IT Service Catalog) for service desk to offer end to end support to all users, including dedicated line of support for VIP users.

- Managed a team of 25 engineers, taking care of all the key performance indicators (KPIs) for Service Desk at operational level, ensuring exceptional quality and customer satisfaction.

- Managed both low and high severity incidents across the entire incident life-cycle in accordance with availability, resolution and restoration SLAs.

- Real time focus towards approving on call escalations and related incident/ticket quality to ensure satisfactory resolution to users, within committed SLA.

- Responsible for maintaining the KB (Knowledgebase), updating out-dated KB articles as well as removing obsolete KB articles in accordance with process adherence.

- Determine the root cause of failures and SLA infractions on incidents and share detailed Root Cause Analysis (RCA) documentation to Problem Management with the customer.

- Provide feedback with reference to the RCA that includes incident description, detailed timelines, primary ownership, action plans, workarounds and resolution of incidents.

- Co-ordinated between different support provider groups like Cisco, Xerox, Microsoft, HP, RIM, BT etc. for incidents/requests requiring multi-level engagement.

- Preparing trending analysis and service level reporting with respect to, contacts handled, tickets creation (TCR), first call resolution (FCR) etc.

- Taking on, various project specific transitions that includes new hire transitioning.

- Design and implement technical solutions and processes using change management techniques that worked towards continuous improvement of the project, ensuring utmost customer/user satisfaction based on different perspectives of providing business solutions within IT infrastructure.

August, 2008 - June, 2011

Subject Matter Expert

SanDisk (TELEPERFORMANCE)

Provided technical assistance to SanDisk (world leader in flash storage) customers across North America with their issues related to flash memory cards, flash drives, solid state drives, mp3 players.

As a Subject Matter Expert, my primary goal was to offer assistance to any issues being faced by the technicians assisting users.

Validating the support offered to customers as per set guidelines.

Provided exceptional customer service and assistance on issues related to online orders, product replacements etc.

January, 2007 till August, 2007

Technical Support Officer

AT&T (HCL Technologies)

Provided technical assistance to AT&T customers across United States and Canada with their issues related to internet access.

Routing trouble tickets related to customer’s issue to different departments responsible for providing resolution.

Demonstrated exceptional customer service skills.

Education/Qualification

Diploma in Computer Science and Engineering from State Board of Technical Education.

Equivalency in Canada: Bachelor’s Degree (3 years)

Possessing Senior Secondary Education certificate from National Institute of Open Schooling.

Possessing Secondary Education certificate from Central Board of Secondary Education.

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