AMIT KUMAR SHAW

Project Overview: US Based Logistics Account

• Service Desk Management: Oversee account’s processes to ensure productivity and quality.
• Process Improvement: Identify areas for enhancement to improve productivity and efficiency.
• Operations Control: Manage activities related to production of goods and services.
• Compliance Assurance: Secure compliance, enforce policies and ensure workplace safety.
• Team Leadership: Recruit, train, mentor, assign tasks, and monitor performance.
• Performance Reporting: Prepare and share team performance reports regularly.
• Data Analysis: Collect, analyze, and summarize data trends to improve team performance and process.
• Strategic Planning: Formulate strategies, set goals and develop action plan to meet objectives.
• Resource Management: Manage material procurement, quality standards, and financial resources.
• Staff Management: Handle hiring, training, and performance management plans.
• Client Relations: Maintain relationships, address grievances, and ensure customer satisfaction.
• Reporting: Provide MIS reports and key project metrics to leadership.

Project Overview: Sweden based ERP Account

• Lead and mentor service desk technicians to effectively meet and exceed performance objectives.
• Delegate tasks, conduct regular team meetings, and provide ongoing coaching and support to ensure team success.
• Monthly performance review and sharing feedback for continuous improvement and growth.
• Manage ticket queues, ensure timely incident resolution, and escalate complex issues.
• Attending weekly stakeholder calls regarding service desk performance and improvement with new updates.
• Handle P1 tickets, validate the criticality and urgency of the ticket with the customer and continuous monitoring of SLA.
• Lead root cause analysis and post-incident reviews to strengthen incident response strategies and prevent future occurrences.
• Password reset and share using Microsoft Azure portal for different - different environment stages.
• Provide guidance and training to team members to enhance their technical proficiency and problem-solving skills.
• Develop SOPs, knowledge base articles, and troubleshooting guides for enhanced operational efficiency.
• Generate reports on service desk performance to track progress and identify improvements using Excel and Power BI.
• Regularly review and update documentation to ensure accuracy and relevance in supporting service desk operations.

Project Overview: UK based Manufacturing Account

• Working on the ServiceNow ticketing tool and creating incidents for the issues of the users and resolving the user's issue by proper troubleshooting and by remote desktop support.
• Working on IBM Maximo ticketing tool for logging incidents related to Mainframe application issue and alerts.
• Maintaining proper documentation on the ticket and ensuring the SLA adherence and ensuring best efforts to provide first call resolution (FCR) wherever possible.
• Resolving the issues like the password reset for the Domain, Office365, SAP-PR4/PR8, Mainframe, Putty etc. from the active directory and the admin console respectively.
• Trouble shooting, mapping-remapping of the network printers in the user's system through remote desktop support.
• Escalating the issues with regards to the applications such as Trapeze Expense Manager, Mainframe, Domain Migration, SAP, Lotus Notes, Office 365 etc to the resolver team.
• Working on Account creation for the new users and deletion for the leaving users for Active Directory or passing to the relevant team for other applications.
• Working on Change and Service Requests by co-ordinating with end users, stakeholders and third-party teams using ServiceNow.
• Collating report and sharing regular updates regarding all the WRS queries with the senior management.
• Providing process training and support to the new joiners in the team and also guiding them regarding the quality parameters.

Project Overview: UK based ERU Account

• Auditing the work done by the team on the client specified CTQ parameters and creating reports in MS Excel.
• Maintaining all the IQMS documents, sharing regular reports with the management and the client.
• Taking regular quality huddles with the team on regular basis and helping them to identify and rectify the errors.
• Taking refresher trainings of the low performing associates from the team and helping them to improve their quality score.
• Attending weekly calibration calls with Onshore SME regarding the audited cases and new updates.

Project Overview: UK based ERU Account

• Handling the queries and complaints of the end customers and providing resolution using SAP and CRM application.
• Handling the queries or complaints regarding the Energy bills by creating or correcting using the SAP transaction codes.
• Helping the customers regarding their bills and payment difficulties through financial solutions (Level 2 Desk Job).

• Reviewing the client websites through On-page and Off-page analysis.
• Link building for client websites through Guest Posting and link exchange.
• Directory, Article & RSS Submission of client websites for promotion.
• Creating YouTube channels, Facebook fan page, Twitter blogs, etc.
• Promoting the websites & new posts on Facebook, Twitter, LinkedIn, Google+, Pinterest, etc.

• Link building for company's websites through Link Exchange and Guest Posting.
• Directory Submission, Article Submission & RSS feed Submission for company's websites and sharing the links on social media sites.
• Promoting the websites & new posts on Facebook, Twitter, LinkedIn, Google+, Pinterest and many other social media sites.