Amit Dabholkar
Nagpur
Summary
Proven IT professional with a robust background in IT service management and customer support, notably at HCL Tech. Expert in leveraging ITSM and analytical skills to enhance service delivery, achieving SLAs, and driving continuous process improvements. Excelled in problem management and fostering customer relationships, demonstrating exceptional interpersonal and technical support capabilities. Adept at collaborating with cross-functional teams to resolve incidents, fulfill service requests, and implement changes effectively. Possesses strong analytical, communication, and problem-solving skills.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Specialist
HCL Tech
03.2023 - Current
- Incident Management : Managed the complete lifecycle of Incidents, Tasks, and Changes within ServiceNow, adhering to ITIL best practices and company policies.
- Prioritized incidents based on impact and urgency, ensuring timely resolution and escalation when necessary.
- Task Management:Created, assigned, and managed tasks related to incident resolution, service requests, and change implementations.
- Collaborated with assigned teams to clarify task requirements and provide necessary support. Utilized ServiceNow to track task status and provide regular updates to stakeholders.
Change Management: Facilitated the change management process, ensuring proper authorization, planning, and implementation of changes. - Reviewed change requests, assessing potential risks and impacts to services.Utilized ServiceNow to track change requests, approvals, and implementation plans.
Customer Service Representative
Evolent Health
02.2022 - 01.2023
- Provided first-level technical support to end-users via phone, email, and chat, addressing inquiries related to desktop support, software applications, network connectivity, and hardware malfunctions.
- Proficiently utilized ServiceNow to manage the entire ticket lifecycle, from initial logging and categorization to diagnosis, resolution, and closure.
- Prioritizing and assigning tickets based on urgency and impact. Utilizing knowledge base articles and documentation to expedite resolutions.
- Escalating complex issues to Tier 2 support when necessary.
Tracking ticket progress and providing regular updates to users.
Sr. Claims Associate
Optum Global Solutions
09.2021 - 02.2022
- Processing PDM (Provider Data Management)/ XC claims from the inventory by verifying Provider Group, Practitioner and Facility group & Network details for the subscriber
- Adding service address as per the nature of the payment info
- Using required codes for Billing, Denial and different error code procedures
Data Processor
Claim Genius Pvt Ltd
10.2020 - 07.2021
- Responsible for processing car images for their assessment in structures, damages, replacements, and repairs for insurance claims to train an AI Model in the Claim Genius Portal
Sr. Cust. Service Rep
Valethi Technologies
Nagpur
06.2020 - 09.2020
- Managed the complete lifecycle of IT assets, from procurement and deployment to retirement and disposal, ensuring accurate tracking and documentation at each stage.
- Worked with IT support teams to manage asset deployments, reassignments, and retirements.
- Proactively identified and resolved asset-related issues, such as missing assets.
- Used ServiceNow for incident management related to asset issues, tracking and resolving requests for new assets, asset moves, and asset disposal.
Cust Info Process Enabler
Tata Consultancy Services
06.2015 - 04.2016
- Processing bills in the SAP/CRM
- Responsible for conducting WBTs (i.e
- Web Based Trainings of the associates)
- Hourly reporting and target management for the team
Education
Masters - Sociology
Hislop College
Nagpur01.2018
Bachelors - Arts
Hislop College
Nagpur01.2015
Skills
- ITSM
- Problem Management
- Change Management
- Knowledge Management
- Task Management
- Server Administration
- Cybersecurity
- Technical Support
- Analytical Skills
- Vulnerability Assessment
- Application Support
- Interpersonal Skills
- Customer Service
- Microsoft Excel
- Customer Relationship Management (CRM)
- Advance Excel & reporting
- SOP creation
- Team Lead Assistance
- Research
- Analytics
- Organization Skills
- Virtual Assistance
- Spoken English
- IT Escalation
- Customer Engagement
- Critical Thinking
Hobbies and Interests
Motorcycling
Cooking
Certification
- Service Desk, IT Asset, Service Configuration & Change control management
- ITIL® 4 Foundation: Key
Concepts of Service
Management - Event, Incident, and
Problem Management - Service Desk, IT Asset, Service
Configuration, and Change
Control Management
Languages
Marathi
First Language
English
Advanced (C1)
C1
Hindi
Intermediate (B1)
B1
Timeline
Specialist
HCL Tech
03.2023 - Current
Customer Service Representative
Evolent Health
02.2022 - 01.2023
Sr. Claims Associate
Optum Global Solutions
09.2021 - 02.2022
Data Processor
Claim Genius Pvt Ltd
10.2020 - 07.2021
Sr. Cust. Service Rep
Valethi Technologies
06.2020 - 09.2020
Cust Info Process Enabler
Tata Consultancy Services
06.2015 - 04.2016
Masters - Sociology
Hislop College
Bachelors - Arts
Hislop College
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