Dynamic IT Professional with Expertise in Service Desk Management, Incident Management, and Customer Handling | Proven Experience in Managing Service Desk Teams, Evaluating Performance, and Handling Escalations | Proficient in Vendor Management and Ensuring Compliance with SLA's and KPI's | Skilled in Participating in Lead-level Hiring for Service Desk Resources | Adept at Running Meetings and Facilitating Communication Across Service Desk Teams | Experienced in Creating Reports from Various Service Desk Tools | Knowledgeable in Knowledge Management for Service Desk Operations | Proactive in Ensuring Smooth Transitions for New Tools and Processes.
Hi, I’m
Akash Saxena
Ghaziabad
Summary
Overview
8
years of professional experience
1
Certificate
Work History
HCL Technologies Ltd.Noida
Senior Analyst
07.2022 - 12.2023
Job overview
- Directed and inspired team of 30 Service Desk agents, implementing strategic leadership that contributed to remarkable 25% reduction in incident resolution time and significantly elevated customer satisfaction scores
- Orchestrated seamless collaboration with site Service Desk Managers to efficiently address and resolve escalated issues, fostering cohesive team environment that optimized collective performance of 30-agent team
- Diligently monitored and enforced SLA's and KPI's on monthly basis, consistently surpassing performance targets and earning recognition for achieving operational excellence with team of 30 agents
- Played pivotal role in recruitment process for Service Desk resources at lead level, successfully selecting top-tier talent to enhance capabilities of 30-agent team and foster culture of high performance
- Championed seamless integration of new tools and processes, employing change management techniques to minimize downtime and accelerate adaptation, effectively managing transition with team of 30 agents
- Spearheaded knowledge management efforts, implementing best practices and systems that enhanced information sharing, resulting in notable 30% increase in team knowledge retention
- Leveraged advanced reporting tools to analyze data from various Service Desk platforms, generating insightful reports that empowered leadership with data-driven decision-making capabilities and optimizing performance of 30-agent team.
Shri Ram Polymers ( India ) Pvt. Ltd.
Senior IT Support Engineer
05.2018 - 04.2022
Job overview
- Giving support via Call regarding hardware / Software and connectivity related issue
- Assigning incidents, setting up right severity, connecting stakeholders to different teams for end resolution
- Monitoring of jobs and batches and troubleshooting of failed jobs, doing RCA over frequent Occurring issues
- Helpdesk Mailbox monitoring & replying on escalated mails & calls
- Making entries in CRM regarding issue and resolution offered
- Researched and implemented new technologies and methodologies to improve support processes and provide better services to customers
- Use to maintain approx
- 300+ PC in industry on daily basis.
Aforeserve.com Ltd.
Network Engineer
06.2016 - 02.2018
Job overview
- Monitoring and managing data center and giving support regarding any issue
- Hands on 'CA Spectrum one click' monitoring tool
- Hands on mailing and generating ticket using ticketing tool
- Physical checking of server power and restarting server
- Checking if any ping issue in any working server
- Was managing approx
- 10-20 servers
- With proper monitoring increased server availability by 10%
- Assisted with implementation and support of network monitoring tools.
Education
IMT-GhaziabadGhaziabad, UP
PGDM from Marketing
05.2020
University Overview
R.B.C.E.TBareilly, UP
B.tech from Electrical, Electronics Engineering Technologies
04.2014
University Overview
S.S.M.VShahjahanpur, UP
Intermediate from PCM
04.2009
University Overview
S.S.M.VShahjahanpur, UP
High School Diploma
03.2007
University Overview
Skills
- Reports and Dashboards
- Excellent Communication
- Analytical Skills
- Problem Solving
- People Management
- Project Management
- Salesforce CRM
- ServiceNow
- Work Force Management
- Major Incident Management
- Citrix Workspace applications
- Team Management
Accomplishments
Accomplishments
- Supervised team of 30 staff members.
- Recognized as outstanding performer in Service Desk and training colleagues by HCL Technologies.
- Successful transition of a new service desk project from initial phase.
- Successful transition of a new queue in same project.
Timeline
Senior Analyst
HCL Technologies Ltd.
07.2022 - 12.2023
Senior IT Support Engineer
Shri Ram Polymers ( India ) Pvt. Ltd.
05.2018 - 04.2022
Network Engineer
Aforeserve.com Ltd.
06.2016 - 02.2018
IMT-Ghaziabad
PGDM from Marketing
R.B.C.E.T
B.tech from Electrical, Electronics Engineering Technologies
S.S.M.V
Intermediate from PCM
S.S.M.V
High School Diploma
Certification
- 2024 - 01 ITIL Foundation - AXELOS
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