Shitij Sachdeva Email & Phone Number

Gurgaon, India

• Responsibilities
• Competent and deligent professional with an expertise in Incident Management, Service Delivery Management, Problem Management and Change Management.
• Sound knowledge in ITIL Framework and have demonstrated capabilities in implementing process improvements and quality initiatives for desired performance levels.
• Evaluate and develop process and procedures, documents that meets the user requirements.
• Managing incidents, change requests, work orders, emails, & server level issues within the agreed deadlines in line with SLA.
• Process knowledge of ticketing tools (ITSM, Remedy, Netcool) and monitoring tools (Netcool, SolarWinds).

Gurgaon, India

• Responsibilities
• Providing hardware and software support for desktops and portables to the US customers, parallel and clean installation for Windows OS, handling home networking issues and configuring email accounts in MS-Outlook.
• Handled virus, spyware, malware removal & antivirus installation with data protection.
• Handling customers oriented profile and actively participating in following different tasks keeping customer experience on top priority & undergoing all parameters such as quality, refunds.
• Managed complete troubleshooting activity pertaining to Performance, Applcation conflicts and bugs and addressing overall queries related to OS and third party softwares.
• Taking ownership of all the escalated cases and ensure that the client is provided resolution.

Gurgaon, India

• ResponsibilitiesQuickBooks - Software in the BFS (Banking and Financial Services)
• To do technical troubleshooting through remote desktop and provide technical support to U.S small business customers and help customers resolve errors related to the product.
• Installations of software’s - MS-office, Adobe Reader and Flash Player, Microsoft.Net framework 3.5, 4.0
• Configure Gmail, Yahoo, Hotmail email accounts with QuickBooks software.
• Creating a backup of the database on Server 2003 and Server 2008.
• Mentor and coach the team to drive performance.