DIVYA.V Address: Villa No: **,

Email : adhgx7@r.postjobfree.com Street No: 740

Skype ID: DIVYA VIJAYAN Zone No : 45

Number : +974-******** Old Airport Area

QID # : 291******** Doha - Qatar

PROFESSIONAL SYNOPSIS:

Result-driven and highly motivated professional with 5+ years of rich experience in IT Customer Service providing Technical Support to Clients (Service Desk).

EDUCATIONAL QUALIFICATION:

Bachelor of Technology in Information Technology (2008-2012) - St. Peter’s University, India.

CERTIFICATION:

ITIL Foundation Certified from EXIM

Lean IT Framework HCL Technologies.

Information Security @ HCL Technologies

Overall SKILL SET:

Good experience in IT related task providing call, email and chat support.

Created knowledge base solutions for client specific troubleshooting i.e. operating procedures, policies, etc.

Achieved 85% high first call resolution on a monthly basis and 90% customer satisfaction rate.

Trained 35 new employees on responding to calls appropriately and company standards

Performed quality assurance check of tickets processed by team

Used Remedy and Service Now call tracking systems to log, track and manage Incidents and Service Requests.

Performed password administration and access support for Active Directory, PeopleSoft and a number of internal/proprietary systems and applications

Provided daily callbacks to customers to ensure that issues were resolved or escalated.

Worked in a self-motivated environment with frequent changes in policies and procedures.

Scheduled onsite technicians to repair or replace faulty hardware.

Evaluate and prioritize tickets effectively escalating and documenting all support calls to a higher level. Maintain the call tracking system and KB through the input of resolutions to issues and/or tracking issues that are escalated to a higher level.

Provided process training for new team members.

Have good knowledge on call quality, have monitored calls and marked agents on various parameters on call quality analysis sheets.

Extract reports from CMS Avaya.

EXPERIENCE:

COMPANY

DESIGNATION

EXPERIENCE

METRO STAR Cont.Transp&Services, Doha

IT Support & Admin

April 2018 – January 2019

HCL TECHNOLOGIES

Senior Analyst

August 2015-July 2017

HCL TECHNOLOGIES

Analyst

June 2013-August 2015

CSS CORP

Technical Support Engineer

May 2012-June 2013

METROSTAR CONTRACTING TRANSPORTATION &SERVICES, QATAR

Designation: IT Support & Admin

Duration: April 2018 – January 2019

Responsibilities:

Prepare and monitor invoices

Maintenance of Office Accou nts and Staff Payroll.

Organize and schedule meetings and appointments

Maintain contact lists

Answer and direct phone calls

Produce and distribute correspondence memos, letters, faxes and forms

HCL TECHNOLOGIES, INDIA

Designation: Senior Analyst (Service Desk)

Client: World Bank Group (Pilot Project) – United States of America.

Duration: August 2015 –July 2017

Experience of working as a senior analyst (lead) for a pilot project in HCL

Responsibilities:

Providing Technical Support for World Bank Clients via call/email/chat.

Preparing and sending weekly KPI report to client with proper statistics.

Preparation on weekly analysis on FCR cases, CSAT/DSAT tickets along with the study on areas of improvement.

Functions as a role model for staff by motivating the team members by giving additional tasks.

Working as an incident manager at the time on P1.

Responsible for overseeing the day-to-day operations of the team, distributing the workload evenly amongst staff and making sure motivation and performance levels are maintained.

Responsible for queue management, escalation management, quality management.

Allocating daily jobs and workloads.

Training new team members.

Managing team performance and progress.

Enforcing all company approved policies and procedures.

Monitoring the performance of Junior staff.

Completing team related paperwork.

Implementing new initiatives and making sure all staff understand them.

Taking action to correct staff shortcomings.

Managing and monitoring staff attendance.

Giving prompt and accurate information on individual staff member performance.

Worked with BCP during crisis management.

Attending and participating in team meetings.

Added to this have involved in Change, Problem management and Knowledge management.

HCL TECHNOLOGIES, INDIA

Worked in Microsoft Devices and Groups

Designation: Analyst

Client : Microsoft Devices Group - United States of America.

Duration: June 2013 – July 2015

Responsibilities:

Accountable for Managing the Incident Management lifecycle.

Working with the Reporting team to scheduled desired Incident and Service Request trackers, reports to identify the focus area to ensure SLA’s are met on a monthly basis.

Create and manage measurement systems to track adoption, utilization and proficiency of individual Incidents.

Initiated multipleprocess training with Microsoft, TCS, Accenture, Unisys & within HCL as well. Have trained support group members regarding Incident Management.

Interface with the customers and represent the technical tracks in discussions relating to processes across all technical support teams.

Monitor the Service Desk mailbox.

Attending weekly meetings with team members on open issues, escalations, challenges, process changes for better co-ordination.

Servicedesk SPOC for Microsoft escalation Management team.Co-ordinate with Microsoft Service Delivery Communication team.

Acting as MIM (Major Incident Manager) during major outages by co-ordinating with the technical teams and responsible for sharing timely updates with the business stakeholders from the time of incident occurrence until closure.

Advised the queue managers with correct re-routing of misrouted tickets

Monitored open incidents and alerted concerned queue owners before the ticket breaches its SLA.

Handling end user escalations related to technical, communication or any other reason and providing resolution as per customer satisfaction.

CSS CORP, INDIA

Designation: Technical Support Engineer

Client : Belkin - United States of America

Duration: April 2012 – May 2013

Responsibilities:

Performed online troubleshooting via customer inquiry calls, identified problems and gave technical advice.

Filed Requests based on the issue, and followed up on scheduling.

Maintain the records of the new issues handled and provide effective KT to the project team.

End to End troubleshooting of backup errors and NetBackup policy Administration

TECHNICAL SKILLSET:

OPERATING SYSTEMS - Windows 7, 8, 8.1, 10, MAC

UTILITIES - Microsoft Office Pro Plus 2013, McAfee, VPN

Experience in ITSM tools - Service Now, Remedy, One Drive, SCCM

OTHER TOOLS - Outlook and CMS Avaya, Crystal, ECHI

ACHIEVEMENTS:

Rewarded with Comnet Jewel award for consistent performance and contribution to the business.

Client Appreciation for maintaining the process compliance.

Have been rewarded with multiple appreciations from management for complete ODC setup for the pilot project.

Best performer award for topping the quality scores 2015-16

PERSONAL PROFILE:

FATHER’S NAME : C.Vijayan

DATE OF BIRTH : 17-6-1991

NATIONALITY : Indian

MARITAL STATUS : Married

LANGUAGES KNOWN : English,Hindi, Malayalam and Tamil

PASSPORT NUMBER : R147837

QATAR ID NUMBER : 291********

DECLARATION:

I hereby declare that all the above-mentioned details are true to the best of my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars.

Date: (DIVYA.V)

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