Chandrashekar Jadav V
Bengaluru
Summary
Dedicated professional with a strong background in technical skill development and training needs analysis. Experienced in collaborating with subject matter experts to create engaging training content that drives employee performance and operational efficiency.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Technical Training Analyst
NTT Data Information Processing Services
Bengaluru, India
02.2019 - 06.2025
- Achieved improved employee performance through targeted training programs. Enhanced team productivity by implementing effective development strategies. Cultivated a culture of continuous learning and skill enhancement across departments.
- Assisted in developing instructional materials for various learning modules. Supported teams in implementing effective training programs. Collaborated with subject matter experts to enhance course content.
- Authored clear and concise technical documentation to ensure accurate information dissemination and compliance with industry standards.
- Achieved streamlined training delivery through effective management of learning management systems. Enhanced user adoption rates by providing comprehensive support and training resources. Drove continuous improvement initiatives to maximize system effectiveness.
- Facilitated instructor-led training sessions to support participant learning. Assisted in developing training materials to enhance instructional effectiveness. Collaborated with team members to address participant questions and concerns.
- Conducted comprehensive training needs analysis to identify skill gaps and enhance employee performance.
- Coordinated user acceptance testing (UAT) activities, gathering feedback to enhance product usability and effectiveness.
- Evaluated system performance and functionality to ensure alignment with organizational goals and user requirements.
- Achieved successful project outcomes by effectively gathering and analyzing requirements. Enhanced stakeholder engagement through clear communication of needs and expectations. Streamlined project planning with thorough documentation of requirements.
- Assisted in mapping processes to identify areas for improvement. Supported teams in implementing streamlined workflows. Contributed to enhancing operational efficiency through process analysis.
- Developed engaging training content to facilitate knowledge transfer and enhance technical proficiency within teams.
- Conducted interactive workshops and training sessions focused on skill development and performance enhancement for employees.
Senior Associate
NTT Data Information Processing Services
Bengaluru, India
02.2020 - 02.2023
Advanced Technical Troubleshooting (Tier 2/3)
- Complex Issue Resolution: Diagnosing and resolving intricate hardware, software, and network issues that junior associates cannot solve.
- Root Cause Analysis (RCA): Investigating recurring incidents to identify the underlying cause and implementing permanent fixes rather than temporary workarounds.
- System Administration: Managing user accounts, permissions, and group policies via tools like Active Directory or Microsoft 365 Admin Center.
- Primary Escalation Point: Serving as the technical lead for the shift, taking over "difficult" calls or tickets escalated from Level 1 (L1) support.
- Stakeholder Communication: Keeping users and management informed during major incidents (e.g., server outages) and managing expectations regarding resolution times.
- Staff Training: Onboarding new team members and providing ongoing technical coaching to junior associates to improve their troubleshooting skills.
- Quality Assurance: Periodically reviewing tickets and call logs to ensure the team is following standard operating procedures (SOPs) and maintaining high service quality.
- Shift Oversight: In many organizations, the Senior Associate acts as a "Team Lead" during their shift, managing ticket volumes and ensuring coverage.
- Knowledge Base (KB) Development: Writing and updating "How-To" guides and troubleshooting articles for both internal staff and end-user self-service portals.
- SLA Monitoring: Tracking Service Level Agreements (SLAs) to ensure the team meets response and resolution time targets.
- Continuous Improvement: Identifying gaps in current helpdesk workflows and suggesting automation or tool upgrades to increase efficiency.
- Lifecycle Management: Tracking IT assets from procurement and provisioning to decommissioning and secure destruction.
- Security Protocol Enforcement: Ensuring all devices follow company security policies (e.g., antivirus updates, disk encryption, and multi-factor authentication).
Customer Service Officer
HGS - Hinduja Global Solutions
Bengaluru, India
01.2017 - 12.2018
- Achieved high customer satisfaction by effectively resolving network connectivity issues for Airtel postpaid users. Streamlined activation of international roaming services, resulting in improved user experience. Clarified billing inquiries and successfully transitioned users to new billing plans, contributing to overall service efficiency. Troubleshot issues for users abroad, ensuring seamless connectivity.
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Collaborated with team members to streamline communication processes, improving response times.
- Managed escalated complaints professionally, preserving customer relationships and company reputation.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
Education
Bachelor of Commerce - Marketing Management
Sri Jagadguru Renukacharya College of Science Arts And Comme
Bengaluru, India06-2016
Skills
- Remote training delivery
- E-learning development
- Skilled in utilizing learning management systems
- Gap identification
- Review of performance metrics
- Needs analysis
- Teamwork and collaboration
- Structured training presentation
- Time management
- Recordkeeping proficiency
- Coaching and development
- Training facilitation
- Quality assurance
- Technology integration
- Technical skill development
- Training content development
Accomplishments
- Led and Mentored a High-Performing Team: Acted as Training Lead for a team of 20 trainers, providing guidance and operational oversight to ensure departmental goals were met.
- Streamlined Performance Reporting: Developed and maintained comprehensive performance reports and leave trackers, increasing transparency and accountability across the team.
- Optimized Data Management Systems: Spearheaded the centralization of team data by managing the SharePoint repository, ensuring all critical assets were organized and easily accessible.
- Facilitated Annual Review Readiness: Orchestrated the collection and synthesis of team-wide data, directly supporting the annual review process with accurate, up-to-date performance metrics.
- Bridge Between Management and Operations: Served as the primary point of contact for reporting team metrics, effectively translating raw data into actionable insights for leadership.
Certification
- AI-Powered Business Analyst | [Simply Learn] | (In Progress)
- Gen AI 101 | Yellow & White Belt Certified
- ITIL® 4 Foundation | IT Service Management
- Diploma in Computer & Financial Accounting | [KEONICS]
Timeline
Senior Associate
NTT Data Information Processing Services
02.2020 - 02.2023
Technical Training Analyst
NTT Data Information Processing Services
02.2019 - 06.2025
Customer Service Officer
HGS - Hinduja Global Solutions
01.2017 - 12.2018
Bachelor of Commerce - Marketing Management
Sri Jagadguru Renukacharya College of Science Arts And Comme