Amarjeet Ambore

• Introduced new methods, practices, and systems to reduce turnaround time.
• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
• Directed initiatives to improve work environment, company culture or overall business strategy.
• Increased profit by streamlining operations.
• Supervised operations staff and kept employees compliant with company policies and procedures.
• Developed and maintained relationships with external vendors and suppliers.
• Accomplished multiple tasks within established timeframes.
• Cross-trained existing employees to maximize team agility and performance.
• Developed and maintained relationships with customers and suppliers through account development.
• Developed and implemented strategies to maximize customer satisfaction.
• Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.

• Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
• Built and maintained relationships with customers to increase sales, customer loyalty and positive word-of-mouth.
• Learned and followed customer service policies and procedures to meet organizational and industry standards.
• Monitored and analyzed customer feedback to track patterns in feedback and report areas for improvement to management.

• SLA Management, RCA, reviewing and ensuring the incident's impact are prioritized accordingly.

Single point of contact for the organization for all internal NOC-related reporting, metrics, health checks, driving improvement, and day-to-day operations.
• Incident Management, Escalation Management, Client communication,
and coordination across the organization.
• People and shift management.
• Team Management – Leaves and Shift Management.
Patch Management Weekly, Monthly Reports.
• Ensure that the incident management process is followed, and that incident
and problem record accurately reflect actions taken to restore service and
that changes to Configuration Items are recorded.
• Manage incident management bridge calls with support teams, on-call support
application teams, and management.
• Perform confidently and authoritatively in the role of incident management subject matter expert and lead customer personnel in responding to fastpaced incidents.
• Create and maintain all case notifications within target service level agreements
• Consults with other teams on proper integration and correlation of the change, incident and problem management process, and their respective areas.

• Trained leadership personnel and employees on new business processes using in-person and online education.
• Authored onboarding documentation to introduce new employees to business processes.
• Interacted regularly with peers and management to pursue continuous improvement of facility operations and promote teamwork-focused environment.
• Internal IT help desk (B2B).
• Mentoring new hires.
• Handling calls related to Mail client configuration and issues related to software drop on a remote computer, installing the same with administrative rights and taking care of issue related to software and hardware issues.
• Escalating the issues to the concerned team if the issue is out of support boundaries.
• Creating KB artical for process betterments.

• Receiving inbound calls for Verizon - High Speed Internet Service Provider.
• Activation of new internet accounts.
• Configuration of mail clients as per VERIZON server settings for WINDOWS and MAC computers.
• Providing superior customer service and ensure FCR.
• Assisting users with configuration of computer and modem for internet use - wired & wireless.
• Installation of McAfee antivirus from VERIZON on customers computer and and checking for system requirements for the program to be installed.
• Checking LAN and IP settings and DRIVERS of the computers for internet functionality.

• Coordinated timely responses to online customer communication and researched complex issues.
• Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
• Conducted surveys to determine customer opinion of products and services.
• Inbound calls for HSBC retail card customers (US).
• Activation of accounts and providing relevant information about payment options.
• Assisting card members with their questions about their cards and various charges.
• Helping in identifying any charges that seem unknown by providing merchant information, transaction date and other details.
• Providing world-class service to global customers along with providing them options of value-add products to enhance their banking experience with the organization.
• Handling escalations for new joiners and assisting them to understand ‘Sales-through-service’ model.

• Inspected completed installations for compliance with operational and safety standards.
• Researched, modeled and prototype components and systems.
• Created schematics of designs.
• Designed, implemented and maintained electrical instruments and equipment.
• Documented work for internal use and client status updates.
• Provided on-site engineering and technical services during installation and fielding processes.
• Evaluated electrical installations and systems to isolate faults and implement corrective actions.