Aman Verma
Analyst
Lucknow
Work Preference
Summary
Dynamic and organized team leader with proven ability to build positive rapport, inspire trust, and guide teams toward achieving organizational goals. Recognized as a strong facilitator skilled in cross-departmental collaboration with co-management and top-level leadership to drive results. Expertise in training and mentoring fosters professional growth and enhances team performance. Committed to creating an inclusive environment that encourages innovation and excellence.
Overview
2
2
years of professional experience
4
4
Certifications
3
3
Languages
Work History
Team Lead
Staples
04.2025 - Current
- Lead Service Desk operations, managing incidents and service requests in line with ITIL processes.
- Prioritize and monitor tickets to minimize downtime and meet SLA targets.
- Collaborate with cross-functional L2/L3 teams for efficient issue resolution.
- Provide user training and team guidance to reduce recurring incidents.
Service Desk
Staples
09.2023 - 03.2025
- Act as first point of contact for IT support, handling incidents and service requests
- Managed and prioritized service requests and incidents.
- Log, track, and resolve tickets using ITIL-based processes and ticketing tools
- Maintain accurate records of all calls, actions taken, and outcomes in the incident management system.
Education
Master of Computer Applications -
Chandigarh University
01.2025
Skills
Dashboard management
Project management
Workflow management
Operations management
Performance monitoring
Process improvement
Coaching and mentoring
Technical hardware diagnostics
Software diagnostic skills
Certification
AI 900: Microsoft Azure AI Fundamentals
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Hobbies
Avid reader with interest in personal and technical development
Guitar playing, demonstrating creativity and discipline
Cricket, promoting teamwork and strategic thinking
Languages
English
Advanced (C1)
Hindi
Advanced (C1)
Bengali
Intermediate (B1)
Timeline
Team Lead
Staples
04.2025 - Current
Service Desk
Staples
09.2023 - 03.2025
Master of Computer Applications -
Chandigarh University