Lead business analyst worked for a multinational client within ServiceNow development domain.Gather requirements and complete the analysis. Update the User stories and the Acceptance criteria for the requirements.Map the User stories to the requested sprint. Keep the Product Owner updated about the respective user stories.Perform the SIT (Systems Integration Testing), UAT (User Acceptance Testing).Raise the defects on JIRA and track the changes.Once the deployment is completed, Update the User stories and the respective trackers.

Manage and Maintain the NOC (Network Operations Center) delivery for the European Insurance Client.Track and Maintain the incidents, service requests, change and problem records.Provide appropriate resolutions and implementations within the agreed Service Level Agreements (SLA).Maintain Problem records for the reoccurring incidents.Provide support and guidance to a major incident that has occurred anytime during the 24x7 service delivery.Manage Escalations and provide appropriate response to the respective stakeholders.Implement innovative ideas/suggestions to reduce the team effort.Implement small scale projects for providing connectivity to additional users as per client requests.

Providing the technical support for Cisco based network for a US client.Troubleshooting the network connectivity issues at layer 2 devices.Implementing and Installing the Access switches to provide the access to the end users.Monitoring the devices at the Access, Distribution, Core and CE level on tools like Nagios and Wireshark.Collaborating with peers to execute daily operations and special projects.Updating and maintaining network equipment such as layer 2 and layer 3 switches.Maintaining and resolving issues on LAN/WAN, VoIP telephone, and AV system connections.Ensuring desktop and laptop computers interconnect seamlessly with diverse systems.Coordinating with vendors to resolve technical problems with network equipment and software.Maintaining records of client’s information systems and ensuring compliance at all levels within project teams.Sharing knowledge, discoveries, ideas, challenges, and solutions with peers, Managers, and Executives

Providing onsite/offshore/remote technical support to our clients end users (via phone, IM, email).Managing, maintaining user accounts under MS Exchange Messaging System.Handling escalations, queries raised by Senior Management and issues reported.Conducting new hire trainings and providing re-fresher trainings as per the requirement and trend analysis.Troubleshooting of networked and local printers.Identifying and resolving hardware and software application conflicts and routing the incidents based on ITIL workflow.Handling open and closed service requests, as well as managed the impact, classification, assignment, tracking, and completion of requests.Ensuring resolutions are consistent with standards and do not introduce additional conflicts.Performing the RCA of the issue as Incident Management Process defined in ITIL V3.Identification and analysis of Problems arising out of one or more incidents.Adhering to Standard Operating Procedures, manuals to facilitate smooth functioning of process, ensuring conformance to Service Level Agreements.Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels.Ensuring incident resolution or recovery using workarounds, incident closure after verification from users, incident monitoring and interacting with other processes.Evaluating incidents to determine if they are likely to re-occur, ensuring adherence to priority based management based on impact + urgency.Compliance to Ticket audit (100 ticket sample) for correct prioritization, correct routing, CTI (Category, Priority, Item) - Measurement period - every month.FCR Improvement - Quarter on Quarter.Making sure that team logs ticket for every call irrespective of the case type.Helping in reducing average ticket backlog at Service Desk.

Worked in a call center environment for a major US based automobile manufacturer.Answer an average 80 incoming calls a day and respond to customer’s emails.Work very close with the dealership Management and resolve customer complaints.Sell products such as extended warranties, Roadside assistance and place customer orders in the computer system.Identify the repeated concerns from the customers and escalate issues to senior leadership to identify if there is a recall for this issue.Provide product and service information to customers so that they can take a calculated decision.Research required information about the automobile industry using available resources.Research, identify, and resolve customer complaints using applicable software/tools available.Process orders, forms, and applications in regards to any product purchase by the customers.Route calls to appropriate resources for further information/escalations.Document all call information according to standard operating procedures.Recognize, document, and alert the management team of trends in customer calls.Follow up customer calls where necessaryUpsell products and services by adhering the SOP (Standard Operating Procedure)