Amit Bhatia

Amit Bhatia Email:-Ph No:- Brief A computer science graduate with experience in Service Desk Management, IT Helpdesk Management, NOC, Incident Management and CRM. Work Experience (In Chronological Order) TPD Technosoft Pvt. Ltd.(Jul 2013 – Dec 2019) Manager – Service Support Operations - CRM(April 2017- Dec 2019) Assistant Manager – Service Support - CRM (Jan 2015 to April 2017) Team Lead – Service Desk (June 2013 to April 2017) Responsibilities: Supervising and managing NOC and IT Service Desk. Major Incident Management. Supervised teams, monitored service desk incidents, run reports, and used specific KPIs to measure teams on their performance. Improved reporting metrics, created, maintained and updated operational process documentation that improved collaboration with other service desks. Maintained a 93% positive customer satisfaction rating. Increased the first call resolution percentage by 70% during the same period. Continual Communications with Clients and RG’s during Outages. Holding bi-weekly meetings with clients for continual process improvement and discussions on challenges if any. Communication with Support teams in resolving escalated issues. Committed to high principles of service and performance. Design and co-ordinate training programs. Manage process operations to accomplish operational plans and goals. Analyzing performance metrics and communicating the same to individuals. Maintaining interdepartmental co-ordination between the IT, HR and Facilities. Monitor call handling timing, email and voice mail Review and remove bottlenecks hampering delivery of customer service. Utilized Multiple Monitoring Applications and Systems to Monitor Servers, Sites and Network Devices to ensure Availability, Integrity and Confidentiality Setting up MBO’s and the respective Action plan for Team leads and members. Co-ordinating with Tier 3 Engineers for better NOC Health. Reporting High Talkers and Problem Makers to the respective teams for a remedial plan. Worked on NAGIOS monitoring server to monitor 2200 devices across 7 locations around the globe. CGI Information Services Pvt. Ltd(February 2012 – June 2013) Systems Engineer/Level 2 Active Directory Administration. Incident Management. Support on DNS and DHCP servers. Assist agents Troubleshoot Application/OS issues on systems. Determine Severities/priorities based on incidents. Troubleshoot hardware and determine hardware failure on PC’s/Notebooks. Create/Terminate Blackberry accounts on Blackberry Enterprise Server (BES). Train Level 1 agents on technical issues. Creating knowledge base/handling escalations. LAN Support. Determining connectivity issues on systems. Unisys Global Services(December 2007—September 18th 2009) Senior Analyst Active Directory Administration. Meeting management performance standards Team supervision and performance management Staff training Responsible for training and mentoring system technicians Responsible for ensuring that delegated tasks are done accurately, on-time Have continuously demonstrated a track record of long term customer building Excellent tracking, and follow-up skills Network Monitoring Create/Terminate Blackberry accounts on Blackberry Enterprise Server (BES). Train new employees on technical issues. Handle escalations. Assist agents with challenging issues. Create technical articles which help analysts troubleshoot more efficiently. Logical approach towards troubleshooting. Ensure SLA is met. ------------------------------------------------------------------------------------------------------------------------------ Dell International Services(April 2006—November 2007) Technical Support Expert Troubleshoot portables. Active Directory Administration. Configuring home and home office routers. Help consumers configure wireless printers, printer adapters, 3G cards, Broadband wireless cards. Service desk representative catering to a leading insurance company. ------------------------------------------------------------------------------------------------------------------------------ Transworks Information Services Pvt. Ltd.(June 2005—­­ March 2006) Technical Associate Troubleshoot and determine hardware failure on Apple iPods and Computers. ------------------------------------------------------------------------------------------------------------------------------ EDUCATION BSc. ComputerScience, University of Mysore SKILL SETS Major Incident Management experience of 6 years. Supervised and piloted teams of NOC, Service Desk, Application Help Desk for about 5 years. Service desk and Incident Management experience of 14 years. Ability to manage teams and lead large taskforces. Exemplary communication, interpersonal and organizational skills. Maintain excellent relations with customers and provide value-added customer service. Skilled at resolving customer complaints on performance bottlenecks. Ensure quality of service to achieve customer satisfaction. Dedication and flair for customer care. Accomplish the set targets in a timely fashion. Dynamic and open to traveling around the region for business promotion and business generation activities. Aggressive approach and convincing in nature with a presentable personality. ------------------------------------------------------------------------------------------------------------------------------ CERTIFICATIONS CCNA – Cisco Certified Network Associate MCSE – Microsoft Certified Systems Engineer CCNP Cleared BSCI and BCMSN ITIL Certified .