Hapeen Lalan
Mumbai
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Consultant
Capgemini
Mumbai
02.2023 - Current
- Updated Configuration Items (CIs) and maintained accurate details in CMDB.
- Analyzed reports from multiple towers to ensure correct attribute details.
- Executed monthly reconciliations to confirm data integrity.
- Managed monthly Service Level Agreements (SLAs) and generated comprehensive reports.
- Enhanced product catalog through systematic updates.
- Conducted data enrichment initiatives to improve overall data quality.
- Participated in client meetings, presenting SACM statistics and data enhancement strategies.
- Administer ServiceNow platform for IT service management and support functions.
- Manage user access and permissions within the ServiceNow environment.
- Collaborate with IT teams to troubleshoot and resolve technical issues.
- Resolved customer service requests by troubleshooting problems reported by users regarding application functionality or performance.
Executive
Reliance SMSL PVT. LTD
12.2016 - 02.2023
- Generated various reports using Tableau to meet business requirements.
- Analyzed calls to identify process inefficiencies and technology gaps.
- Recommended process improvements to enhance customer satisfaction.
- Collaborated with teams to resolve user escalations effectively.
- Compiled annual data to establish operational performance metrics.
- Tracked incidents reported, prioritizing resolution within SLA.
- Verified stakeholder satisfaction post-support engagement and problem resolution.
- Authored technical documents including service FAQs, guides, and manuals.
Manager
Datamax Infotech Pvt Ltd
01.2015 - 03.2016
- Managed team of over 20 personnel to achieve maximum efficiency on data entry projects.
- Oversaw major data entry projects for clients in UK and US, ensuring timely completion.
- Maintained qualitative and quantitative reports to support decision-making processes.
- Delivered comprehensive lists of deliverables to clients for clear project tracking.
- Provided structured qualitative and quantitative feedback to enhance project outcomes.
Customer Service Executive
Datamax Infotech Pvt Ltd
Mumbai
09.2008 - 12.2014
- Handled subscriber queries received by email, streamlining communication processes.
- Generated qualitative reports and month-end assessments for review by management.
- Facilitated process training for new representatives to enhance team competency.
- Offered ongoing support and guidance to new representatives during initial transition.
- Oversaw a team of 20 members when team leader was unavailable, ensuring effective team dynamics.
Education
BBA - Retailing
Jaipur National University
Jaipur05.2021
Diploma in Pharmacy -
Sinhgad Institute of Pharmaceutical Science
Lonavla, MH05.2005
HSC - Science Education
S K Somaiya Vinay Mandir College
Vidyavihar (E)03.2003
Skills
- Analytical research
- Microsoft Office skills
- Incident prioritization
- Resolution team collaboration
- Service Asset and Configuration Management (SACM)
- ServiceNow ITSM
- ITIL processes
- CMDB management
Websites
Certification
- Tableau Desktop 10 certification, Simplilearn, 03/01/22
- Digital Marketing 101, Simplilearn, 02/01/22
- Excel Desktop (Microsoft 365), LinkedIn Learning, 06/01/22
- ITIL 4 certified, PeopleCert, 12/01/22
- ServiceNow Admin training
Personal Information
- Date of Birth: 01/25/86
- Marital Status: Married
Tools Used
- MS Office
- Genesys
- HP service manager
- Tableau
- ServiceNow
Timeline
Consultant
Capgemini
02.2023 - Current
Executive
Reliance SMSL PVT. LTD
12.2016 - 02.2023
Manager
Datamax Infotech Pvt Ltd
01.2015 - 03.2016
Customer Service Executive
Datamax Infotech Pvt Ltd
09.2008 - 12.2014
BBA - Retailing
Jaipur National University
Diploma in Pharmacy -
Sinhgad Institute of Pharmaceutical Science
HSC - Science Education
S K Somaiya Vinay Mandir College