Aashish Sethi
Service Manager
Meerut
Summary
Experienced Service Manager offering 8 years of experience dedicated to boosting customer service excellence with detail-oriented approach and dedicated follow-through. Assess current systems with critical eye to develop efficiency-boosting enhancements.
Overview
8
8
years of professional experience
6
6
years of post-secondary education
Work History
Service Manager
Voluble Systems
Noida
05.2018 - 08.2021
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Reorganized project teams based on customer categories and reduced the backlog by 15%.
- Increased customer satisfaction by 10% in year one by proactively managing customer relationships.
- Planned, created, tested, and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Capacity Manager
British Telecom
Gurugram
12.2016 - 04.2018
- Ensuring adequate IT capacity to meet required SLA’s.
- Identifying performance bottlenecks and assisting with the investigation and diagnosis of capacity-related incidents and problems.
- Forecasting future capacity requirements based on business plans, usage trends, sizing of new services etc.
- Technically supported project planning team for development and implementation of proposals and solutions to address hardware and software problems and network emergencies.
Senior Associate
NTT Data (Formerly Dell International Services)
Noida
06.2015 - 12.2016
- Designed and maintained consistent data collection protocols and standards across numerous databases and projects.
- Working on Data Presentation Architecture and Data Quality Control and Assurance.
- Produced documentation, status reports and presentations.
Technical Support Associate
Dell International
Gurugram
10.2013 - 06.2015
- Providing Technical support on basic operation or maintenance of personal computers and/or peripherals.
- Identifying areas of possible automation and improving customer service and enhancing problem resolution techniques.
- Recorded and maintained relevant notes for each client and work order.
Education
Master of Computer Applications - Computer And Information Sciences
SCIS, University of Hyderabad
Hyderabad 08.2010 - 07.2013
Bachelor of Computer Applications - Computer Engineering Technology
Pt Deen Dayal Upadhyaya Management College
Meerut 08.2007 - 05.2010
Skills
Customer Relations
Client service optimization
Sales and marketing
Process improvement specialist
CRM
Customer Needs Analysis
Critical Thinking Skills
Project Management Skills
MS Office
Awards
- Bronze Award for process improvement within the Capacity Management team as per ITIL CSI process.
- Customer Award for process improvement with the BT client AIA.
- Star Award for the exceptional resolution and services to the Dell
Timeline
Service Manager
Voluble Systems
05.2018 - 08.2021
Capacity Manager
British Telecom
12.2016 - 04.2018
Senior Associate
NTT Data (Formerly Dell International Services)
06.2015 - 12.2016
Technical Support Associate
Dell International
10.2013 - 06.2015
Master of Computer Applications - Computer And Information Sciences
SCIS, University of Hyderabad
08.2010 - 07.2013
Bachelor of Computer Applications - Computer Engineering Technology
Pt Deen Dayal Upadhyaya Management College
08.2007 - 05.2010