Heerakari Abhijeet
Hyderabad
Summary
Experienced IT Service Desk professional dedicated to delivering outstanding technical assistance. With a strong focus on user satisfaction, I excel in promptly troubleshooting and resolving issues. I am skilled in documenting and prioritizing requests, ensuring clear communication, and contributing to a seamless IT operation. Committed to continuous learning, I stay updated with emerging technologies. I am seeking opportunities to optimize user experiences and make valuable contributions to organizational success.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior Specialist
Hcl technologies
Hyderabad
07.2024 - Current
- - Provide expert technical support for diverse IT issues, including hardware, software, and network problems, minimising downtime for users.
- - Lead and mentor junior service desk analysts, offering guidance, training, and conducting performance evaluations.
- - Implement ITIL best practices to optimise incident management processes, resulting in improved response times.
- - Collaborate with cross-functional IT teams to resolve complex technical issues and service requests promptly.
- - Maintain and update knowledge base articles and documentation to facilitate user self-service and issue resolution.
- - Monitor the service desk ticketing system, ensuring timely assignment and resolution of tickets within established SLAs.
- Participate in on-call rotations to provide 24/7 support for critical business operations.
I.T Desk Analyst
Teamware Solutions - Tata Consultancy Services (Client)
Hyderabad
07.2022 - 12.2023
- Provided exceptional support to members in UK, demonstrating effective communication and problem-solving skills
- Proven experience in successfully supporting international clients, showcasing adaptability and a global mindset
- Resolving incoming client and personnel IT queries remotely via email and phone, or chats
- Prioritizing and resolving IT concerns and escalating serious issues to relevant stakeholders
- Avoiding service interruptions by performing system installations, updates, and maintenance procedures
- Preparing training manuals and FAQ materials for easy-access end-user guidance
- Documenting processes and maintaining service desk records.
Retail Sales Manager
Lakshmi Saraswathi Chemicals & Organics Pvt ltd
Hyderabad
12.2020 - 06.2022
- Accomplished marketing executive with expertise in sales and marketing of Methanol products. Proven track record of visiting end clients, securing orders, and ensuring seamless order fulfillment. Demonstrated ability to drive revenue through effective client relationships and strategic marketing initiatives.
- Proficiently managed logistics operations, ensuring timely and cost-effective transportation of material to meet customer demands.
- Streamlined inventory(Stock) management processes, resulting in improved accuracy, reduced holding costs, and enhanced overall supply chain efficiency.
- Successfully negotiated and maintained relationships with logistics partners, resulting in favorable terms and cost savings for the organization.
Relationship Officer
Airtel Ltd
Hyderabad
10.2019 - 11.2020
- Providing new connections to retail and corporate customers with postpaid and pre-paid connections of Mobile SIM
- Upgrading postpaid plans and mobile number portability
- New connections of broadband and Dish TV
- Updating about latest features in Airtel application, wynk music Airtel TV application etc
- Assisting postpaid customers with bill details
- Following with the field team for broad band & dish TV installation status.
Senior Executive (SME)
ACT Fibernet Ltd
Hyderabad
06.2013 - 12.2018
- Providing training to existing employees on the SIEBEL Applications
- Provide feedback to new agents by monitoring and calibrating their calls
- Identify areas of improvement for agents and documenting the same
- Attended client training for SIEBEL Application at Bangalore (HQ)
- Handling Nodal Escalation calls and escalating issue to concern teams for priority resolutions
- Monitoring & Handling of (CMS & NMS), Providing Trainee to new agents towards CRM, TAT, AHT, FTR and Call Quality & Telephony Applications like AMEYO.
Customer Care Executive
ACT Fibernet Ltd
- Handling Inbound & Outbound calls between Customers, Call Center, Internal Employees and capturing the required data in the company provided tools
- Providing (FTR) or escalating the issue to field service engineer to visit at customer premises to resolve technical issue or queries
- Providing Resolutions with regard on LAN, WAN & Routers.
Education
Bachelor Of Commerce -
St. Paul's Degree College Hyderabad
HyderabadIntermediate Board (C.E.C) -
Ratna Junior College
Hyderabad, MARSecondary Board (SSC) -
All Saints High School
Hyderabad, MARSkills
- RAT
- Service Now Ticketing Tool
- Incident Management
- SCTask Management
- Team Handling
- Process Training
- Chat Support
- Email support
- Excellent Typing Speed
- Router Support
- share Point
- Technical Support
- Office 365 Application Support
- HDAP
- Siebel
- CMS
- Active Directory
- Troubleshooting
- Inbound Call Handling
- Outbound Call Handling
- Call Monitoring and Analysis
- Customer Retention Strategies
- Employee Onboarding
- Communication Skills
- Problem-Solving
- VPN
- Remote Desktop Assistance
- Documentation and Reporting
- Well-organized
- Excellent Problem-solving Abilities
- Customer Management Procedures Knowledge
- Staff Management
- Subject Matter Expert
- Retail sales manager
- Stock Management
- Logistics Management
- Marketing expert
Certification
MS Office - 2019
Achievements
- Star of the month (ACT Fibernet), Spot Light Award (ACT Fibernet)
Personal Information
Title: I.T. Desk Analyst / Retail Sales Manager / Relationship Officer/ Senior Executive/ Subject Matter Expert/ Customer Care Executive
Hobbies
- Playing Chess
- Playing Cricket
- Singing Songs
Languages
English
First Language
Hindi
Proficient
C2
Timeline
Senior Specialist
Hcl technologies
07.2024 - Current
I.T Desk Analyst
Teamware Solutions - Tata Consultancy Services (Client)
07.2022 - 12.2023
Retail Sales Manager
Lakshmi Saraswathi Chemicals & Organics Pvt ltd
12.2020 - 06.2022
Relationship Officer
Airtel Ltd
10.2019 - 11.2020
Senior Executive (SME)
ACT Fibernet Ltd
06.2013 - 12.2018
Customer Care Executive
ACT Fibernet Ltd
Bachelor Of Commerce -
St. Paul's Degree College Hyderabad
Intermediate Board (C.E.C) -
Ratna Junior College
Secondary Board (SSC) -
All Saints High School