Aayushman Tiwari

• Queue manager for the team of second-line engineers.
• Handling all RITMs related to the O365 admin center, SharePoint, and Exchange admin center.
• Acknowledging alerts and server issues through a server monitoring tool called SolarWinds.
• Responsible for starting the stopped services through software located on-premise infrastructure.
• Managing escalations, major incidents, and high-priority requests. Initiating inputs for CHG and PRB tickets for recurring issues within the organization.
• Increasing the population of KB articles in ServiceNow, I single-handedly created more than 50 knowledge articles, which have made a huge impact on the incidents being raised for simple issues.

In this particular profile, I was a part of the SD team and Desktop Engineers team. My roles and responsibilities were as follows:

• SPOC for all IT and infrastructure-related issues. I single-handedly managed the evening shift. Ensuring network and hardware connectivity for all the employees (400) at the Mumbai office.
• Finding solutions to hardware issues on the floor, such as BitLocker recovery issues, BSOD in Windows, high latency in Windows OS, high CPU usage, and administering tech refresh for employees as per the life cycle of the assets and managerial approval, in order to maintain the efficiency and productivity of the employees.
• Responsible for managing software licensing requests through access provisioning tools, and confirming the activation of the license in our database.
• Deliver and apply ITSM policies, processes, and procedures.
• Work together with teams across all levels of the organization to embrace the ITSM Governance standards (changes, incidents, and problems management).

During my tenure with HCL, I have had the opportunity to work on two different projects: Unum Group and LinkedIn. My roles and responsibilities were as follows:

• Analyze the trends of INC and SR, and create customer usage data.
• Develop a new process and implement new operational procedures.
• Creation of new knowledge articles, as per the organizational procedures.
• Handling escalated incidents for complex hardware issues on Mac and Windows.
• Identified problems in hardware, such as printers, scanners, and computers.
• Removed and replaced old hardware during routine upgrades and system repairs.
• Routed, tracked, and managed clients' service desk tickets from inception to close, and documented issues and results.

My roles and responsibilities were as follows:

• Acted as the POC for L1 issues related to the process called Bell Canada.
• Responsible for providing technical support for the services offered in the project, such as Home Phone, Internet, and Fibre TV.
• While ensuring the provision of assistance for customers, I am responsible for achieving all the KPIs, such as FCR, AHT, CSAT, and Sales.
• Responsible for converting customers to OPT for all three services offered by the organization, and achieving the sales target, recognized as one of the KPIs.