Akash Tyagi Email & Phone Number

Hyderabad, Telangana, India

Pune, Maharashtra, India

Responsible for Internal and customer Communication for all major incidents. Delivered a project to consolidate and make process documents more efficient using Confluence. Implemented process improvements and, crafted multiple process and help documentation.

Pune Area, India

Led Toll's Global Command Centre, overseeing Incident and Change Management processes, Monitoring, and L1 support for diverse IT issues. Responsible for delivering high-quality incident responses, ensuring customer satisfaction, and minimizing operational impact. Established robust cross-functional relationships with stakeholders to ensure seamless customer experiences during issue resolution. Incepted a proactive monitoring project to identify and resolve issues before they result in an incident. Served as a pivotal escalation point for the team, driving end-to-end service operations and fostering continuous service improvement and knowledge management.

Pune Area, India

Managed and facilitated major incidents impacting the bank and its subsidiaries. Led a team of Level 1 incident managers responsible for providing support during major incidents. Delivered accurate and timely communications are shared with the stakeholders. Spearheaded multiple process improvement projects. Created Incident Manager Toolkit, which equips an Incident Manager with all required information relating to the incident and the impacted service/app/infrastructure, thereby reducing the time to engage required teams and facilitating the incident right from inception. Analyzed data from multiple streams and collated reports to identify knowledge and resource gaps.

Pune Area, India

Managed Incident Management function for a Fortune 100 client.Optimized cross-team communication, resulting in shorter engagement time. Analysed incident trends and shared insights on repeated issues resulting in proactive engagement by support teams. Enhanced stakeholder communication by reducing the cadences and sharing more detailed incident communication.

Pune Area, India

Led a 36-member team for a Fortune 1 client, overseeing Service Desk operations for Wal-Mart VDI, Desktops, and Store systems.Transitioned the project and established robust, adaptable work plans and processes to ensure the highest level of service delivery. The SLA met percentage improved from 80% to 96% within 8 months.By training and equipping the Level 1 Support team with advanced skill training, we reduced downtime and knowledge gaps and provided the team with a growth path.It improved first-call resolution by 10%, from 68% to 78%.Maintained a low iteration rate by ensuring high team morale and regular recognition of efforts.Created reports to share insights and achievements with the Client.

Pune Area, India

Proactively engaged developers to troubleshoot and resolve issues effectively.Oversaw full-capacity maintenance of the hardware lab, assembling new computers and integrating hardware updates to optimize functionality. Increased lab capacity from 350 to 420 Systems.Spearheaded initiatives to boost performance and productivity by integrating automated tools and streamlining workflows.Facilitated seamless communication between the Development/QA and support teams, addressing system issues and fostering collaboration.Conducted comprehensive training sessions for new hires, ensuring team proficiency and cohesion.Orchestrated weekly team meetings to address challenges and provide project updates, maintaining alignment and tracking individual progress through status and bug reports.

Pune Area, India

Responded to customer queries relating to issues with driver installations on various versions ofWindows· Crearted Help Manuals for internal and external users.· Worked on tickets created by customers relating to Remedy Issues.· Assisted customers on Critical Sev1 issues over the Weekend.· Maintained the SLAs for all the tickets in the queue and prepared weekly SLA reports.

Gurgaon, India

Distinction of software trouble shooting for the WINDOWS VISTA operating system compatibility issues bymaintaining the high level of Quality standards that included high end support e.g. configuration, set-up,updates and un-installation/installation processes.

Faridabad Area, India

Troubleshooting of various LINKSYS (CISCO) networking products like wired and wireless routers,adapters, laptop cards, etc.· Providing telephone/email support for setting up of wired and wireless networks.

New Delhi Area, India

Troubleshooting of various hardware and networking products issues arising on the network setup· Assembling and maintaining PCs

Bachelor'S Degree, Computer Science, 68

BCA

High School, Mathematics And Computer Science

CBSE