Aman Bakshi
NEW DELHI,Delhi
Summary
Highly trained individual knowledgeable in software development technologies and considered talented leader. Certified Scrum Master with definitive leadership qualities and strong critical thinking and decision making skills.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
5
5
Certificates
3
3
Languages
Work History
Senior Specialist
HCL
Noida, UP
10.2021 - Current
- Worked to provide continuous improvement for product development lifecycle.
- Managed work and project responsibilities by assigning tasks to internal individuals and external teams.
- Planned Agile best practices and encouraged team cohesion, overcoming impediments and hurdles to productivity.
- Researched current trends to stay knowledgeable in Scrum methods.
- Worked closely and listened to team members' feedback to identify issues and resolve conflicts.
- Collaborated with product owners, team members, technologists and other scrum masters to define solutions and drive progress.
- Facilitated Scrum framework – sprint planning, backlog grooming, daily scrums, sprint reviews and sprint retrospectives.
- Acted as go-to resource for engineering team, providing clarity on tasks, gathering missing assets or requirements and handling project changes.
- Shielded scrum team from external interference for optimal productivity and success of Agile process.
- Provided extensive guidance on Agile scrum processes and methodologies to highly effective teams with goals of improving quality and productivity.
- Worked across teams outside of engineering to find solutions and answers to issues encountered by engineering personnel.
Service Desk Engineer
KOCH
Banglore, Karnataka
05.2021 - 10.2021
- Worked cross-functionally within organization and external partners, integrators and vendors.
- Engaged in first-level support for customers requiring routine support and troubleshooting.
- Escalated and re-produced problem to internal development sources to reach solution.
- Analyzed, troubleshot and diagnosed problems and provided prompt repair and solutions.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Educated prospects on product implementation and usage and answered technical and security questions.
- Educated prospects on product implementation and usage and answered technical and security questions
Network Engineer
Aricent
Gurgaon, Haryana
01.2019 - 04.2021
- Handled and managed escalated cases from Tier 1 team.
- Manage and Handle case according to Priority of cases.
- Training Tier 1 team for latest issues.
- Help in maintaining data for NPS/Cx/AHT sat for Tier 1 team.
- Future call prediction and rostering Tier 1 team after checking with Manager.
- Study logs provided by Tier1 team and provide resolution to end user.
- Raise new bug/ defect to BU team and work with them.
- Managing Teir1 team and help them with case resolution.
- Troubleshooting escalated WebEx Teams related queries.
- Applying escalation logs if required and forwarding it to BU team.
- Taking ownership of escalated Tickets and providing end to end resolution.
- Troubleshooting on escalated hardware related issue for Cisco Telepresence devices.
- Troubleshooting on escalated Audio and video issue in WebEx Teams or Cisco Telepresence device registered on cloud.
- Getting in touch with customer on email to ensure proper resolution or any further quires.
Sr. Associate, Client Technical Support
Dell
Gurgaon, Haryana
08.2017 - 01.2019
- Providing Technical Support to Dell's Client.
- Taking Remote Access via Dell Connect to resolve technical issue.
- Establishing Network among Dell Devices.
- Troubleshooting Network related queries.
- Up selling Dell and other brands product to customers.
- Ticketing every incident, documenting with troubleshooting steps and resolution provided.
- Escalating issue related to any dell branded device.
- Taking ownership of incident and providing end to end resolution.
- Troubleshooting hardware related issue.
- Pulling system to repair facility or sending onsite technician for any hardware related issue after diagnosing issue.
- Providing proper information about their product or any new device that customer has purchased.
- Helping customer to setup their new dell devices.
- Getting in touch with customer on email to ensure proper resolution or any further quires.
Client Technical Support Associate
Dell
Gurgaon, Haryana
05.2015 - 05.2016
- Providing Technical Support to Dell's Client.
- Troubleshooting Network related queries.
- Ticketing every incident, documenting with troubleshooting steps and resolution provided.
- Escalating issue related to any dell branded device.
- Taking ownership of incident and providing end to end resolution Troubleshooting hardware related issue.
- Getting in touch with customer on email to ensure proper resolution or any further quires.
Junior Engineer Product Support
HCL
Noida, UP
03.2014 - 04.2015
- Providing On-Call Technical Support to AT&T customers.
- Taking Remote Access to resolve internet related issue.
- Establishing internet connection on devices.
- Troubleshooting Network related queries.
- Configuring SOHO routers and outlook for AT&T customers.
- Ticketing every incident, documenting with troubleshooting steps and resolution provided.
- Taking ownership of incident and provide end to end resolution.
- Handled 40+ calls per day to address customer inquiries and concerns
- Identified issues, analyzed information and provided solutions to problems
- Served customers and followed outlined steps of service
Education
Bachelor - Technology: Electronics And Communication Engineering
Maharshi Dayanand University
Rohtak, HR 05.2010 - 05.2014
Higher Secondary Certificate - Science
Columbia Foundation
Vikaspuri 05.2009 - 05.2010
Secondary School Certificate -
St. Marks Senior Secondary School
Janak Puri 05.2007 - 05.2008
Skills
Drive Applications
Service Desk
Technical Analysis
Problem-Solving
Product development
Customer interaction
Planning and Coordination
Attention to Detail
Timeline
Google Agile Software development
08-2022
Google Agile Project Management
08-2022
Certified Scrum Master (CSM)
07-2022
ITIL V4
04-2022
Senior Specialist
HCL
10.2021 - Current
Service Desk Engineer
KOCH
05.2021 - 10.2021
Network Engineer
Aricent
01.2019 - 04.2021
Sr. Associate, Client Technical Support
Dell
08.2017 - 01.2019
Client Technical Support Associate
Dell
05.2015 - 05.2016
Junior Engineer Product Support
HCL
03.2014 - 04.2015
Cisco Certified Network Associate (CCNA)
02-2013
Bachelor - Technology: Electronics And Communication Engineering
Maharshi Dayanand University
05.2010 - 05.2014
Higher Secondary Certificate - Science
Columbia Foundation
05.2009 - 05.2010
Secondary School Certificate -
St. Marks Senior Secondary School
05.2007 - 05.2008
Certification
Cisco Certified Network Associate (CCNA)
Operating system
- Unix
- Linux
- Windows XP
- Windows 7
- Windows 10