AMAAN RIZVI
Lucknow
Summary
Detail-oriented Sr. Specialist with over 6 years of experience in enterprise platform support and cross-functional collaboration. Expertise in Remote Desktop Support, user access management, application lifecycle deployment, and system troubleshooting. Skilled in configuring enterprise software including Salesforce and GDS systems. Experienced in managing incident escalations, issuing vendor credentials, and delivering technical onboarding to enhance First Contact Resolution and SLA compliance.
Overview
3
3
Languages
7
7
years of professional experience
Work History
Talent Creator
IGT Solutions Private Limited
Gurugram
11.2023 - Current
- Design and deliver technical training modules for enterprise platforms including Salesforce, Online Booking Tools (OBT), and Global Distribution Systems (Amadeus, Sabre, Galileo).
- Conducted technical skill enhancement workshops, enhancing ticket resolution turnaround time and operational accuracy.
- Administer technical onboarding, system access provisioning, and system installation guidance for new hires and remote operations staff supporting global enterprise accounts.
- Provision secure third-party credentials and user access permissions for vendor partners on platforms like AmexGBT / Egencia, maintaining strict compliance with security protocols.
- Drove First Contact Resolution (FCR) standards and ticket resolution protocols, ensuring alignment with client SLAs through effective escalation workflows.
Senior Travel Consultant- Operations Support
Etraveli Group India Private Limited
Gurgaon
03.2022 - 11.2023
- Executed technical and operational support for high-priority international accounts to maintain continuous uptime and enhance system reliability.
- Executed technical and operational support for high-priority international accounts, ensuring continuous uptime and system reliability.
- Performed system diagnostics and software updates, troubleshooting complex application and platform configuration issues to ensure optimal performance.
- Delivered cross-border virtual training for operational teams on technical troubleshooting, CRM tools, and platform navigation to improve user competence and efficiency.
Process Associate – Operations Support
IGT Solutions Private Limited
Gurgaon
01.2020 - 03.2022
- Provided end-to-end operational and technical support for global enterprise accounts, ensuring high client satisfaction.
- Conducted QA audits across ticket queues, ensuring compliance with operating procedures and maintaining zero-error standards.
- Managed client records, access permissions, and system configurations using administrative tools to support operational efficiency.
- Handled complex incident escalations and guided junior technicians through system diagnostics and resolution steps.
Education
Higher Secondary Certificate (HSC) -
Saint Fidelis College
Lucknow, UPBachelor of Science - Computer Science
HGM University
Uttrakhand 04.2001 -
Skills
- Remote support
- Incident management
- Salesforce support
- Technical onboarding
- Technical training
- Salesforce Training
- OBT Training
- GDS Training
Languages
English
Proficient
C2
Hindi
Proficient
C2
Urdu
Upper Intermediate
B2
Timeline
Talent Creator
IGT Solutions Private Limited
11.2023 - Current
Senior Travel Consultant- Operations Support
Etraveli Group India Private Limited
03.2022 - 11.2023
Process Associate – Operations Support
IGT Solutions Private Limited
01.2020 - 03.2022
Bachelor of Science - Computer Science
HGM University
04.2001 -
Higher Secondary Certificate (HSC) -
Saint Fidelis College