Amit Kulkarni
Bengaluru,KA
Summary
Results-driven IT professional with 7+ years of comprehensive experience in operational support, program management, product management, and customer service. Skilled in leveraging ITSM tools like ServiceNow and Microsoft CRM, implementing innovative automation solutions, and enhancing user satisfaction. Proven expertise in mentorship, problem management, and strategic initiatives to drive process optimization and operational excellence. Known for a meticulous attention to detail, logical thinking, and delivering exceptional results in dynamic environments.
Overview
7
7
years of professional experience
2
2
Certification
Work History
Sr. Analyst III - Infrastructure Services
DXC Technology
Bengaluru
08.2022 - Current
- Updated multiple software applications for version upgrades, SSL certificate updates, and source code signing to meet SHA256 standards
- Acted as Single Point of Contact (SPOC) for team automation and innovation initiatives
- Designed and implemented automated workflows and re-architected bots for process optimization, achieving a 15% increase in efficiency
- Utilized ServiceNow for automation, incident management, real-time dashboards, and self-service solutions, significantly reducing response times
- Conducted Root Cause Analysis (RCA) and recommended solutions to prevent recurring issues
- Led Continual Service Improvement (CSI) projects, enhancing service delivery and driving operational success
- Handled major incidents as an escalation point, managing cross-functional team efforts and communications to ensure timely resolutions
- Managed weekend operations, overseeing queue management, personnel coordination, and escalations
Associate Professional Technical Support
DXC Technology
Bengaluru
04.2021 - 08.2022
- Provided 2nd-level support for software, hardware, and network issues, assisting users via call and chat
- Analyzed DSAT feedback, implemented improvement strategies, and converted DSAT to CSAT, boosting overall user satisfaction metrics
- Automated repetitive tasks using Python, Power Automate, VBA, and batch files, reducing manual effort
- Played a key role in organization-wide migration to the new AEM image by training engineers and resolving complex issues previously escalated to 3rd and 4th levels
- Delivered impactful floor support to new hires, improving their technical acumen and reducing Average Handle Time (AHT)
- Managed weekend operations, overseeing queue management, personnel coordination, and escalations
Operational Analyst
DXC Technology
Bengaluru
01.2019 - 04.2021
- Delivered 1st-level support for software, hardware, and network issues via call and chat channels
- Triaged and prioritized incidents, ensuring timely resolution and escalation of unresolved issues to relevant teams
- Provided step-by-step troubleshooting guidance to users, enhancing satisfaction and reducing downtime
- Maintained detailed logs of user interactions, contributing to knowledge base articles for future reference
- Collaborated with senior teams to identify recurring issues and implemented solutions to reduce incident recurrence rates
- Supported weekend operations, ensuring smooth service delivery by managing calls, chats, and email support requests
Technical Support Engineer
Magna Infotech
Bengaluru
12.2017 - 01.2019
- Provided technical support to HP Inc clients through call, chat, and email channels
- Diagnosed and troubleshot both software and hardware issues effectively
- Utilized Microsoft CRM Dynamics ticketing tool to generate and document tickets according to organizational standards
- Followed the standard incident lifecycle to ensure high levels of user satisfaction
- Created technical documentation, including notes and manuals, for knowledge sharing and future reference
- Remotely accessed systems using Log Me In Rescue to address driver and system performance issues
- Provided resolutions for critical issues, including Blue Screen Of Death (BSOD) errors
Education
Bachelor -
in Computers and Applications
05.2016
Class XII -
03.2013
Class X -
04.2011
Skills
- Attention to Detail
- Technical knowledge
- Customer Service Excellence
- Adaptability
- Strategic Thinking
- Logical Problem Solving
- Program and Product Management
- Operational Expertise
- Stakeholder Engagement
- Leadership & Mentorship
- Automation and Innovation
- Major Incident Management
- Problem Management Expertise
- Continual Service Improvement (CSI)
- Data-Driven Insights
- Program Management
- Product Management
- Mentorship
- Team leadership
- Problem Management
- Root Cause Analysis (RCA)
- Continual Service Improvement (CSI) Initiatives
- Automation: Python
- Automation: Power Automate
- Automation: VBA
- Automation: Batch Files
- ITSM Tools: ServiceNow
- ITSM Tools: Microsoft CRM
- Incident Management
- Major Incident Management
- Data analysis
- Dashboard creation
- Operational Expertise: Queue Management
- Operational Expertise: Escalations
- Operational Expertise: SLA Monitoring
- Stakeholder
- Client management
- Performance monitoring
- IT strategy
- Network management
- Network security
- Client relationship management
- Cost-benefit analysis
Certification
- ITIL Foundation, AXELOS Global Best Practice
- Analyzing and Visualizing Data with Microsoft Power BI, National Association of State Boards of Accountancy (NASBA)
Accomplishments
- Achieved a 73% reduction in duplicate incidents, an 82% increase in survey response rate, and a 91% reduction in status contacts.
- Reduced repeated user queries by 52% through innovative self-service solutions.
- Led automation projects, streamlining processes and saving substantial manual effort.
- Contributed to a 39.65% increase in survey response rate over four months with targeted initiatives.
- Received the following awards in recognition of outstanding performance and collaboration: FY22 Q1 Champ Award, FY23 H1 Collaborators Award, FY23 Q1 Champ Award, FY24 Top Performer Award, FY24 H1 Collaborators Award, FY24 H2 Collaborators Award.
Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Native language
Quote
Don't be afraid to give up the good to go for the great.
John D. Rockefeller
Timeline
Sr. Analyst III - Infrastructure Services
DXC Technology
08.2022 - Current
Associate Professional Technical Support
DXC Technology
04.2021 - 08.2022
Operational Analyst
DXC Technology
01.2019 - 04.2021
Technical Support Engineer
Magna Infotech
12.2017 - 01.2019
- ITIL Foundation, AXELOS Global Best Practice
- Analyzing and Visualizing Data with Microsoft Power BI, National Association of State Boards of Accountancy (NASBA)
Bachelor -
in Computers and Applications
Class XII -
Class X -
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