Nishant Kumar Singh

 CAREER OBJECTIVE To work in a professional work driven environment where I can utilize and apply my knowledge and skills which would enable me to grow while fulfilling organization’s goals. WORK EXPERIENCE CAPGEMINI TECHNOLOGY SERVICES INDIA LIMITED, Hyderabad Telangana. Service Desk Analyst/SME , May 2015- Dec 2017 Co-ordinate cross department communications when required to assist in resolution of Incidents. Ensure that the correct Technical teams are engaged, and proper focus is paid to outages and recovery. Responsible to ensure Severity 1 & 2 SLA's are met. Ensure proper management of Sev1 & Sev2 queries/ monitoring. Coordinating Incident Bridge calls for quick and prompt resolutions. Updating Outage forums. /the IVR for Major outages. If possible, make temporary solutions (Workarounds) available to Incident Management. Developing final solutions for Known Errors. Managing a team of 7 Help-desk Analysts acting as the First Point of Contact for the end users. Ensuring that all calls made to the Help Desk service are answered within established time frames. Monitoring Service Desk operations and escalated tickets to ensure client’s problems are handled as expeditiously as possible. Resolving and providing guidance to Team for escalated technical issues. Providing management reports on Service Desk operations. Training Service Desk analysts on operational procedures and troubleshooting techniques. IBM INDIA PVT. LTD, Hyderabad, Telangana Service Desk Analyst, May 2014 – May 2015 Handling chats and calls. Resetting passwords for applications Document technical, process solutions and prepare knowledge articles to enhance service desk and escalation desk resolution. Troubleshooting Microsoft applications i.e. MS office, internet explorer, operating system issues, issues related to virus /malware etc. Troubleshooting connectivity related issues i.e. VPN, wireless etc.Expertise in troubleshooting laptop / desktop HW and computer peripheral issues i.e. local / network printer, etc. Exposure to id and access management (active directory and application). Understanding of service desk environment and its day to day operations.Experience of working in SLA based environment. Creating incidents and assigning to support groups. LIMTEX INFOTECH , Kolkata, West Bengal Level 2 Technician, Sep 2013 – May 2014 The job profile consisted of troubleshooting software, hardware, networking, performance issues on windows based computers and their peripherals i.e. printers, routers etc. The troubleshooting was over the phone as well as remote. ACADEMIC CREDENTIALS B.sc in Psychology from Annamalai University with an aggregate of 60%. -) ISC from De Nobili School with 66 % -) ICSE from De Nobili School with 75% (2005) EXTRA –CURRICULAR ACHIEVEMENTS Nominated for Rewards and Recognitions - Q2 2016 at CapGemini. Winner of Reach for the Stars Awards for 2016 (Q2) at CapGemini. Was awarded a rating of 2 at IBM for exceeding all performance parameters. ITIL Foundation V3 certified INTERPERSONAL SKILLS Ability to rapidly build relationship and set up trust. Confident and Determined. Ability to cope up with different situations. Optimistic approach of handling difficult situations. Leadership quality. Command over Soft Skills. PERSONAL DETAILS Father’s Name :- Manoj Kumar Singh Mother’s Name :- Sunita Singh Permanent Address :- C/O SitaRam Singh House No. 55, Pithakiyari,Nirsa Dhanbad, Jharkhand, India. Date of Birth :- 26th January ,1989 Language Known :- English & Hindi. Marital Status :- Married. Nationality :- Indian. LEISURE INTERESTS Internet Surfing. Listening Music. Cooking. DECLARATION I do hereby declare that the information furnished above is true to the best of my knowledge. Place: Date: Nishant Kumar Singh