Niit Customer Care

Ratan Rohit Tirkey

Mobile: +91-965*******

E-mail: **********@*****.***

Address: C2C Pocket 12 H.NO: 134 Janak Puri, New Delhi 110058

ARINC Rockwell Collins (Aeronautical Radio Incorporated)

Work Experience: February, 08, 2010 till November 30 2020.

Designation: Sr. Customer care Executive (Blended Process: Voice, Chat & Email)

Key Responsibilities:

Documentation and recording all customer inquiries and faults or any problem occurrence in Remedy ASIMS (ARINC Service Order Inventory and Maintenance System) & BMC Remedy

Sending Advisories to customers to advise them of planned maintenance, Performing Management Escalation to inform the Management about outages for all opened ticket by ARINC Operation center

Maintain Help desk log and follow up outstanding issue to ensure problem reported is solved and business partners are informed of the status

Arrange Training for newly appointed site engineers; Provides training to Helpdesk about Process & Helpdesk tools

Analyze helpdesk calls to identify Business Process training areas, Periodically monitor and report remote Application performance for timely resolution

Updating inventory for Hardware & software allocation to the end user

Preparing reports for the Shift turn over, Daily Report, Monthly Report & Call Analysis report

Reviewing ARINC Service Impairment reports to provide a list of all open outages

Reviewing all open ticket in queue and advising management

Preparing RCA after gathering all the information from the incident or problem resolver group and share it with the management

Using BMC tool to keep track of all opened, closed and pending tickets

TAT, SLA maintenance

Weekly Report, Monthly Report, Daily Report

Major Achievement:

Received continuous appreciation from the Clients

Was rated in the Excellent category during all the past appraisals

Achievements:

Awarded best in terms of quality and quantity in Arinc.

In the yearly appraisal, rated as Excellent.

Completed Compliance and control training.

Education:

10th: Saint Francis De Sales School

12th: Indira Ideal Sr. Secondary School (commerce stream)

B.A. English Hons.: Sri Venkateshwara College, New Delhi (1997- 2000)

Diploma in network centered computing from NIIT

Projects worked on:

Terminal I, Terminal II and Terminal III: Delhi Airport

RGS: Remote Ground Stations: India

Date:

Place

Ratan Rohit Tirkey

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