In January'16 I was promoted as Escalation specialist.My Roles and responsibilities are:• Create performance report which include ( NPS report, CPH report, QA’s) and send these reports to senior manager and the team.• Work with the bottom performers in a way so that they can achieve the target NPS score every week.• Discuss the weak points and area of improvement in daily team meeting after shift logout• RCA: Performing doing the RCA( Root cause analsys) for the escalation comes in for any team member. RCA will include the issue for which customer came to tech support and what were the steps being performed by Tech support agent to fix it and what raised the escalation and submit the report to Manager.

I left the company.

From Jan-16My Current roles and responsibilities are:• Create performance report which include ( NPS report, CPH report, QA’s) and send these reports to senior manager and the team.• Work with the bottom performers in a way so that they can achieve the target NPS score every week.• Discuss the weak points and area of improvement in daily team meeting after shift logout• RCA: Performing doing the RCA( Root cause analsys) for the escalation comes in for any team member. RCA will include the issue for which customer came to tech support and what were the steps being performed by Tech support agent to fix it and what raised the escalation and submit the report to Manager.

From 2011 to 2012 my Title was Senior technical support officerMy Roles and responsibilities were:• Create performance report which include ( NPS report, CPH report, QA’s) and send these reports to senior manager and the team.• Work with the bottom performers in a way so that they can achieve the target NPS score every week.• Discuss the weak points and area of improvement in daily team meeting after shift logout• RCA: Performing doing the RCA( Root cause analsys) for the escalation comes in for any team member. RCA will include the issue for which customer came to tech support and what were the steps being performed by Tech support agent to fix it and what raised the escalation and submit the report to Manager.

As an ITSM Engineer:• Configures and customizes the service management system, including workflow creation and documentation• Manage multiple concurrent tasks and workstream• Develop key leadership competencies such as motivating others, customer focus and stakeholders management• Uses standard ITIL Methodology to analyze and streamline existing business processes and assists in creation of new business processes• Performs system and integration testing with sample and live data• Loads, manipulates, maintains, and integrates data between service management applications and other systems including mobile• Facilitate the negotiation of service performance criteria resulting in SLA’s and OLA’s with IT service owners, service contributors, and customers.• ITIL process management - analyze and design service management processes, research and present best practices, and drive for continuous improvements• Manage weekly and monthly Incident review meetings and provide data metrics to Leadership