Service Now
Adibh Waghmare
Senior Service Desk Analyst
Nagpur
Summary
Savvy expert experienced in troubleshooting IT hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
2
2
years of professional experience
3
3
Languages
Work History
Senior Analyst
HCL Technologies
03.2023 - Current
- Diagnosed and troubleshot hardware, software and network issues.
- Managed high-priority incidents, coordinating resources and communication efforts to ensure swift resolution and minimal impact on business operations.
- Conducted regular reviews of open tickets, ensuring timely follow-up actions were taken to drive issue resolution successfully.
- Collaborated with cross-functional teams to resolve complex technical issues, minimizing downtime for critical business systems.
- Contributed to ITIL-based process improvements within service desk environment, promoting best practices across teams
Senior Executive
StarTek
02.2022 - 03.2023
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
Education
Bachelor of Engineering - Mechanical Engineering
Nagpur University
Nagpur, India 04.2001 -
Diploma - Mechanical Engineering
Nagpur Institute of Technology
Nagpur 04.2001 -
High School Diploma -
Guru Nanak High School
Nagpur, India 04.2001 -
Skills
Accomplishments
- Seven Appreciation Emails from Client
- Supervised team of 13 New members.
- Lead five member team for client visit
- Collaborated with different level teams of ITSD in the development of project.
Software
Aternity
Hobbies
Cricket
Music
Timeline
Senior Analyst
HCL Technologies
03.2023 - Current
Senior Executive
StarTek
02.2022 - 03.2023
Bachelor of Engineering - Mechanical Engineering
Nagpur University
04.2001 -
Diploma - Mechanical Engineering
Nagpur Institute of Technology
04.2001 -
High School Diploma -
Guru Nanak High School
04.2001 -
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