Arpit Raj - Technical Process Specialist - Infosys

Summary

Dedicated professional with over 7 years of experience in service delivery, solution management, and resource utilization. Demonstrates a strong commitment to driving team success through a proven work ethic, meticulous attention to detail, and exceptional organizational skills. Known for fostering collaborative environments that enhance productivity and streamline processes, consistently delivering results that exceed expectations. Passionate about leveraging expertise to contribute to organizational goals and elevate team performance.

Overview

8

years of professional experience

1

Certification

Work History

Technical Process Specialist

Infosys

05.2021 - Current

Handle and resolve escalation tickets within defined SLAs.
Prepare detailed operational and performance reports for clients and product teams.
Create and maintain knowledge base articles to support process improvements.
Perform quality audits to ensure compliance with operational standards.
Provide support to the L1 from Application Enterprise Service Desk (IT Support Team).
Offer domain support for PEQS C/SF and PRP applications, including installation, access management, and reporting queries.
Raise and manage tickets in ServiceNow and Salesforce.
Create, update, and resolve incidents and service requests based on documented scenarios.
Troubleshoot user applications and manage P1–P2 issues, including corresponding problem tickets and escalation when necessary.
Conduct Root Cause Analysis (RCA) and provide resolutions based on findings.
Coordinate investigations with third-line support teams.
Participate in operational performance reviews and contribute to continuous improvement initiatives.

Senior Specialist Associate

Concentrix

04.2018 - 05.2021

Provided technical support to US and Canada clients for Dell hardware and software issues.
Handled Microsoft Office installation, activation, and Outlook configuration.
Supported Dell drivers, software, Dell Remote Assist, and Dell Connect tools.
Assisted with multi-monitor setup and docking station configurations.
Guided team members and executed comprehensive training encompassing batch and nesting sessions for new agents.
Performed data scrubbing to identify process gaps and coached agents on quality improvements.
Supported department leadership in implementing new policies, procedures and controls.

Education

BE - Information Technology

Aryabhata Institute of Engg. & Management

12th - PCM

Jyoti Kunwar College

10th - Secondary School

DAV Public School

Skills

Software & Tools: HSDES, SPEED, Perforce, SAP Analysis, SAP Logon, EHS, RSI Guard, and related enterprise applications
Web Applications: GitHub, Wellnomics, Workday, Worker Data Service, SAP Web Apps, Power BI, SAP HANA, LDO, AGS, FDO, Security Portal (CCTV, SMS, Physical Security), GTS (Global Trade Support)
VPN Configuration & Installation: Cisco AnyConnect, Global Protect
Cloud & System Management: Azure Portal, Active Directory, Microsoft Windows Administration, Microsoft 365 (O365)
Operating Systems: macOS, Windows, Linux
Production planning

Product engineering support
Customer relations
Cross-functional teamwork
Cost reduction strategies
Workflow design

Certification

Mailing Services free web based electronic mail based on java facilitating the communication without net connectivity”. Designed to process to send mail without any internet connectivity and secure that data would be safe

Software testing Diploma program
Software testing Project-Online shopping portal testing the flow inventory page of sales order page
Check all possible testing of User Id Password details
Tested transition process.

Projects

Mailing Services free web based electronic mail based on java facilitating the communication without net connectivity”. Designed to process to send mail without any internet connectivity and secure that data would be safe, Software testing Diploma program, Software testing Project-Online shopping portal testing the flow inventory page of sales order page, Check all possible testing of User Id Password details, Tested transition process.

Languages

English

Advanced

C1

Timeline