As an experienced IT Service Delivery Analyst and Trainer with almost 5 years of overall experience and 2 years of hands-on expertise, I currently thrive at HCL Technologies, where I specialize in leveraging ServiceNow to optimize operational workflows. My role involves incident management, handling adhoc tasks, and ensuring efficient INCTask operations. Additionally, I have extensive experience in O365 administration, catering to a diverse global user base. I also play an active role in client-facing discussions, providing insights and participating in process improvement initiatives. Known for my collaborative approach, I am passionate about delivering innovative solutions that enhance operational efficiency and user satisfaction. I have also received several appreciations from Global Clients, for my Contributions to service excellence.--- **Key Responsibilities:**- Hands-on experience in ServiceNow, managing incidents and adhoc tasks for seamless IT operations.- Expertise in O365 administration, supporting global user bases for enhanced productivity.- Actively participating in client calls to identify and implement process improvements.- Training and mentoring team members, enhancing overall service delivery.In summary, I bring a balanced approach that combines technical expertise, client collaboration, and team development, all aimed at driving operational efficiency and service excellence within IT service delivery.

Dynamic and dedicated SME for Customer Service Domain with a proven track record in providing exceptional call support for Flipkart processes. Proficient in resolving customer inquiries, ensuring high satisfaction levels through effective communication and problem-solving skills and handaling a team of 20+ individuals. Ensuring and encouraging the team to met their KPI'sSkilled in handling diverse scenarios, collaborating with teams, and utilizing technology to deliver top-notch service within a fast-paced e-commerce environment.

As a former Team Lead at Manav Vikas Parisad, I lead a dedicated team of 20+ individuals, rallying our efforts towards designated projects and guided my team to achieve the goal that was related to rural developments, and also included transformative initiatives focused on promoting women's hygiene and enhancing education for the elderly.