Service Management

Shilpi Tak

*: acs7my@r.postjobfree.com

) : +91-852*******

Career Objective

Seeking an opportunity in a professional organization, where I can enhance my skills and strengths in conjunction with the company’s goals and objectives while being resourceful, innovative and flexible.

Work Experience (21 July, 2011 till Present)

From 04th September, 2014 till present: Senior Associate in Dell International Services, Noida as an Incident Manager, Service Management.

Roles and Responsibilities

Real Time & continuous follow-up with global support teams for Major and Critical incident resolution.

Manage and coordinate activities during overall ticket life cycle.

Ensure that the Incident record is fully updated prior to Problem Management handover.

Responsible for sending all Incident notifications as per agreed process.

Chair Bridge calls for effective coordination, incident resolution, service restoration.

Continuously follow-up with support team for relevant notification updates per SLA, and drive towards resolution to avoid business impact.

Follow the global Service Restoration Management Process.

Ensure after Incident Review and Time Line report is created immediately after resolution.

To restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained by following ITIL best practices approach in adherence with the service-level agreements.

Act as a focal point within the enterprise for all escalation and communication activities for outages and downtimes related to the Business Applications and Infrastructure, and to ensure that service recovery is handled expeditiously and the systematic issues and problems are addressed proactively and are communicated to senior management and executive levels for awareness and prioritization.

From 11th February, 2013 to 3rd September, 2014: Resolution Expert in Dell International Services, in Gurgaon.

Role and Responsibilities

Restore the normal functioning of a device or an application for the Customer and provide the best possible level of service quality.

Troubleshoot the Hardware devices as well as Software applications to ensure that the Customer is able to use them.

Dispatch & Provide Cost Effective Solution to the Consumers.

Facilitate in Process Improvement & Knowledge Management.

From 21st July, 2011 to 5th February, 2013: Senior Technical Associate in Wipro Ltd. in Delhi.

Roles and Responsibilities

Front end Customer support for technical issues with the Hardware Devices as well as with the Software Applications.

Resolving the Issue and providing the Customer with the best possible support.

Also create orders and dispatches for the Customer.

Key Skills

Communication Skills.

Adaptability and Flexibility.

Leadership Potential.

Teamwork ability.

Problem solving skills.

Planning skills.

Creativity.

Motivation and Enthusiasm

Training and Certification

ITIL Trained and Certified.

Pursuing CCNA and CCNA Security.

Academic Credentials

Educational Year

Degree/Certificate

Institute/school

Performance

2008 -2011

B.Tech in Information Technology

Rajasthan Technical University

65%

2005-2008

Diploma in Electronics and Communication

Board of Technical Education, Rajasthan

68%

2005

Class X-CBSE

Sophia Sr. Sec. School, Ajmer

65%

Hobbies and Interests

Travelling

Playing Guitar.

Listening Music and Watching Movies.

Declaration

I hereby declare that the above-mentioned details are true to the best of my knowledge and belief.

Place: New Delhi

Date: Shilpi Tak

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