Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Ashish Chandna

Ashish Chandna

Problem Manager
Noida,Uttar Pradesh

Summary

Around 11 years of experience in multinational companies global operational and customer facing roles. Currently working as Problem Manager for giant global telecom. An outstanding performer in Global IT management & transformation. My strengths are in core customer success & management backed by AWS training & certifications in ITIL4. Expertise in building strong working relationships with internal, external & cross-functional teams.

Overview

11
11
years of professional experience
6
6
years of post-secondary education
3
3
Certifications

Work History

Problem Manager

Ericsson Global
Noida, Uttar Pradesh
10.2018 - Current
  • Maintained positive customer relations by addressing problems head- on and implementing successful corrective actions.
  • Effectively execute and drive continuous improvement for IT service management process.
  • Doing regular governance for overall performance, challenges and support required with the stakeholders and management meeting and improving established service delivery SLAs with vendor by conducting reviews and meetings.
  • To review the resolution of the problem to prevent reoccurrence and learn any lessons for future. Furthermost, it is to be verified whether the problem marked as closed have been eliminated.
  • Working with technical lines/owners to drive the action’s derived as a part of preventive actions in RCA, so that the incident does not recur.
  • To ensure that after a successful problem solution-the problem record contains a full historical description, and that related known error records are updated.
  • Worked with different level of customer hierarchy to understand the needs and provide excellent services.

Activation Specialist

SITA (Société Internationale de Télécommunications Aéronautiques)
Gurgaon, Haryana
05.2017 - 09.2018
  • Working on POP closure projects.
  • Migrating different airlines customers network to new POP.
  • Migrations included like to like and organic growth solutions.
  • Working on technical queries for different project managers over the globe.
  • Working closely with customers on all requirements.
  • Conduct technical validation before migrating the customer.
  • Troubleshooting all network related issues face during maintenance window and validating all configuration applied.
  • Co-originating with different network team on maintenance window.


Technical Support Engineer

British Telecom
Gurgaon, Haryana
09.2012 - 04.2017
  • Managed multiple global financial contracts in a shared service model.
  • Responsible to managing incident, change, problem life cycle.
  • Leading major incident bridge with all stakeholders responsible for customer.
  • Resolve multiple problems, improved operations and provide exceptional client support.

Service Desk Specialist

ZTE telecom India PVT LTD
Gurgaon, Haryana
02.2011 - 09.2012
  • Engaged in user support interactions via telephone, chat and email platforms.
  • Addresses customer service concerns and decide when to escalate problem to specialist team members.
  • Responsible for managing incident life cycle
  • Followed up with client to verify optimal customer satisfaction following support engagement and problem resolution.
  • Documented all transaction and support interaction in customer handbook for future references and addition to knowledge base

Education

BE: Electronics And Telecommunication

DY PATIL INSTITUTE oF ENGG & TECHNOLOGY - Pune
Pune
03.2005 - 04.2009

MBA - International Business

IMT
Ghaziabad
02.2017 - 02.2019

Skills

AWS Solutions Architect Associate SAA-C01

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Certification

AWS Solution architect Associate Certified

Timeline

Problem Manager

Ericsson Global
10.2018 - Current

Activation Specialist

SITA (Société Internationale de Télécommunications Aéronautiques)
05.2017 - 09.2018

MBA - International Business

IMT
02.2017 - 02.2019

Technical Support Engineer

British Telecom
09.2012 - 04.2017

Service Desk Specialist

ZTE telecom India PVT LTD
02.2011 - 09.2012

BE: Electronics And Telecommunication

DY PATIL INSTITUTE oF ENGG & TECHNOLOGY - Pune
03.2005 - 04.2009

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Ashish ChandnaProblem Manager