Service Management

Kanchan Chaudhari

Address:*/**, *** *****, *.B Nagar, Andheri East-Mumbai-400059-India

Email:************@*****.*** Contact:+91-976*******

IT Support Analyst Service Desk Analyst

Veteran IT Support professional offering nearly 8 years of experience of exceptional client service combined with knowledge of a variety of customized desktop and networking solutions. Adept in handling management work like preparing MIS report. Highly effective help desk analyst proven effective in supporting software and connectivity issues remotely and on-site. Effective communicator who works well with technical and non-technical team members.

Maintain SLA as per agreed MSL / TSL's and streamlined operations/monitoring process, implemented automations and workarounds

Modified architectural flow, fixed the gaps, handshake mechanism & bugs in the interdependent systems along with implementation of defect prevention plans to increase in Incident Management efficiency

Administering & managing the incident management process

Coordinate and plan the maintenance activities and maintaining Run books, FAQ lists

Core Competencies

System Builds & Install

Relationship Management

Incident, Problem & Event Management

Quality Control Event Management

Asset Management

Project Management

User Support & Training

Knowledge on Strategic Management

Educational Qualification

Master's of Science in Information Technology Service Management-University of Northampton-UK-2012

Dissertation: Evaluation of the current (old) Service desk and investigate Centralized Service desk and view for the betterment of the service desk. Main aim was analyze the current service desk and find out how centralised service desk is more suitable for the Fifosys and investigate the centralized Service Desk.

Bachelor's In Commerce-University of Mumbai-India-2003

Computer Skills: MS-Office, Tally, Diploma in Office Automation & Graphic, Passenger Assistance Training

Awards & Appreciations

é Received "Best Employee Award" twice in Reliance Info stream Pvt Ltd

é Received "Bright Employee" Award in CMS Computers Ltd

Professional Experience

________________________________________

Senior Service Desk Analyst-3i-Infotech Ltd-Mumbai-India- Dec'2009-Jan'2011

• Working as team lead handling the operational functions of the team

• Ensure that staffing and skill levels are maintained throughout operational hours by managing shift staffing, Schedules, undertaking HR activities whenever required

• Handle escalated calls, complaints, questions, and queries as necessary

• Maintain producing statistics and management reports, representing the Service Desk at meetings, arranging staff training and awareness sessions

• Liaising with senior management; change management

• Liaised with user to ensure that the problem report have been solved satisfactorily

• Performing briefings to Service Desk staff on changes or deployments that may affect volumes at the Service

• Assist Analysts in providing first line support when workloads are high, or where additional experience is required

Senior Desk Analyst-CMS Computers Ltd-Mumbai-India-Aug'2004-Dec'2009

• Performed the role of providing first level support through taking calls and handling the resulting incidents or Service Requests, using the incident management and request fulfillment processes, in line with service Desk objectives

• Provided one-on-one end-user problem resolution over the phone for District approved Personal Computer (PC) software.

• Delivered, tags, sets up, and assists in the configuration of end-user PC desktop hardware, software and peripherals

• Coordinated timely repair of PC computer equipment covered by third-party vendor maintenance agreements

• Performed minor desktop hardware repair for PC computer equipment and peripherals which are covered by third-party vendor maintenance agreements

Customer Care Executive-Reliance Info stream Pvt Ltd-Mumbai-India

• Handled the major escalated calls and ensure speedy resolution

• Attended old and new users, by enquiring through phone, email, fax

• Provide daily and monthly report

Part-time Experience in UK

Customer Assistance The Cooperative Food-UK Jan'2012-Mar'2012

Customer Assistance Northampton Cars Pvt Ltd-UK Mar'2011-Jan'2012

Reference Available On Request

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