Himanshu Shukla
Lucknow
Summary
want to excel in this field with hard work, perseverance and dedication. I want a highly rewarding career where I can use my skills and knowledge for organizational and personal growth. I am seeking a company where I can use my experience and education to help the company meet and surpass its goals. To hold a position of Responsibility in a reputed organization with an opportunity for self-development and growth vis-à-vis organizational growth as well as become a valuable asset for the organization.
Customer Satisfaction Enhancement Client Services Change Management Teambuilding Technical Support Vendor Management Application support Over Twenty- two years of experience, in Servicing and having fair exposure of customer meeting, with focus on complete customer service with satisfaction and building relation for future business. Manage the customer experience by ensuring highest level of service quality to our internal & external customers. Resolve escalated & critical issues by demonstrating active listening, ownership, initiative, and organization skills. Expertise in implementing strategies for service & overseeing service operations for test, repair & quality maintenance of the same. In-depth knowledge of worked with outlook Exchange & dynamics of products with demonstrated abilities in optimizing product performance and efficiencies. Successful interfacing with upper level decision maker, resolving critical problem areas and delivering on customer commitments. Taking care of calls Under SLA. An effective communicator with good relationship building & interpersonal skills Strong analytical problem solving & organization abilities. Possess a flexible and detail oriented attitude. Good knowledge of Wincor Nixdorf Systems (Kiosk, POS, Thin Clients etc.) Handle any types of problem as Company parameters in Customer Service
Overview
24
24
years of professional experience
Work History
Sr. Analyst Infrastructure Services
DXC Technologies Ltd
10.2024 - Current
- Responsible for Incident, Problem & Change management Life cycle
- Ensure there are no Outage or business impact because of any change implementation performed by team
- All implementation plan to be reviewed, assessed for impact analysis
- Meet SLA (TTO/TTR/MTTR) as per Customer Contracts
- Zero SLA misses / Zero Penalties or Service Credit Situation faced due to missed SLAs
- Meet the delivery KPI: Change success target, Availability target, RCA turnaround time
- Ensure continuous communication & coordination with support teams during High Priority Incidents
- Implement Service Management and train team members on the process
- Conducting training on Incident, Problem & Change Management to Internal team members periodically
- Representing service management during internal & external audit
- Responsible to roll out communication to key stake holders during High Priority Incidents & Major Changes
- Continual Service Improvement
- Responsible to conduct CAB with customer
- Managing SRTs for High Priority Incidents
- Driving High Priority Incidents
- Handling Problem Management and share RCA/CA with customer
- Possess expertise in handling Data Room projects
- Insightful experience in incident management activities including driving high priority incidents and managing SRT meetings to define action plan & expedite the incident resolution
- Leveraged skills in driving operational excellence through effective process improvement, operations management and innovation; prospers in deadline-driven environment and exhibited excellence through effective team building skills
- Possess expertise in IT Support, Services Management (ITSM) Methodologies, Processes to meet customer & business requirements
- An effective communicator with excellent planning and people management skills
- Proficient in conducting various reviews, tracking progress of projects for enhancing the performance and quality of project deliver
Shift Lead
Globiter Infotech Pvt Ltd
10.2022 - 10.2024
- Team Management: Supervise a team of IT professionals, providing guidance and support
- Issue Escalation: Handle escalated issues from team members, resolving complex technical problems
- Shift Operations: Oversee daily operations, ensuring smooth service delivery and minimizing downtime
- Incident Management: Lead incident response efforts, coordinating resolution and communication
- Communication: Liaise with stakeholders, team members, and management, ensuring effective communication
- Performance Monitoring: Monitor team performance, identifying areas for improvement
- Knowledge Management: Foster knowledge sharing and documentation within the team
- Customer Satisfaction: Ensure high customer satisfaction through prompt resolution of issues
- Time Management: Effectively manage time, prioritizing tasks and meeting deadlines
- Collaboration: Work collaboratively with other teams and departments to achieve IT objectives
Operation Manager
AGS Transact Technologies Ltd
01.2010 - 01.2022
- Managed a team more than 46 service engineer and handling the service of all major nationalize and private banks
- Providing marketing trends and information of Sales and providing customer service to achieve the target
- Given Back-up support to Other vertical also
- Taking care of new installation and Sales of 'AGS' installed for various nationalized and private banks with the team of 46 engineers
- Responding to customer call-outs; Evaluating and resolving problems; Assisting with the installation of equipment; Offering customer training related to their application and software
- An effective leader with distinguished abilities in end-to-end project management, custom designing IT solutions, training & motivating team members to maintain deliverables as Per SLA Handling POS installations and Service Support
- Review & monitor implementation of development plans for all team members
- Taking follow-up Renewal of Amc and tracking of Amc and payment, generating amc for retails outlets handling targets and creating new amc for new customer
- Responsible of Installation and service of computers POS, and kiosk, Tablets, Thin clients
- Planning and execution of preventive maintenance at schedules dates
- Attract, retain, and develop a high performing team
- Submit proposals of service and follow up
- To maximize business from dealers of Region and Increase our share at their counters
- Generating leads and ensuring set targets are achieved in sync with the organization standards
- Keeping a check on TAT & other SLAs handling Escalation level
- Implement suitable talent management practices within the team aimed at creating a high performing culture
- Technical Support and Customer Service Projects: To interact with principals and to provide suggestions for improved and better customer compliance
- Planning and execution of roll outs for software and hardware up gradations
- To carry out periodic service reviews
- To provide value added services to the clients
- Network Management & Monitoring Of Competitor Activities
Team Leader for banking division
AGS Info Tech PVT. Ltd.
04.2006 - 03.2009
- Take care of all banking product with support 15 service engineer for all bank ATM and provide all site preparation like all support backup like V Set UPS & all civil work to complete ATM Site
Customer Support Engineer
ADVANCED GRAPHICS SYSTEM
05.2002 - 03.2006
- Support for computerized color system
- In AGS I have seen entire up for color system is machine used by all major paint customers like Asian paint Nerolac paint, Berger paint at dealer shop painting machine in this four year I have taken all segment service and support
Service Engineer
INFOCARE DIGITAL SYSTEM (WIPPRO FREANCHIES)
08.2000 - 05.2002
- Lead a team of 5 members for Customer support service in Kanpur with multi-level customer like in bank government institute and single user customer for data base technical support material indenting, outward, dispatching, order inward, dealing with transporters, housekeeping, stacking norms, maintenance of records and computerized tinting system
- Supervise daily branch operations like Customer Invoicing, expense accounting, customer accounting, collections and data of different customers as well as employees including Reconciliation
- Handled customer complaints, handling currently operative schemes, payment information, material information etc
- Inventory & Buffer Stock management, Demand Forecasting, Material Allocation & Planning, Stock taking and preparation of Derived Stock Variance (DSV) on monthly and trimester basis
Education
Diploma in engineering -
UPBTE(POLYTECHNIC), Lucknow University
01.2000
10+2 -
U.P BOARD
01.1995
High School -
U.P BOARD
01.1993
Skills
- Customer Service Management
- Complaint Handling & Resolution
- Project Management
- Analytical / Problem solving skill
Areasofexpertiseandskills
- Customer Service Management
- Complaint Handling & Resolution
- Project Management
- Analytical / Problem solving skill
Personal Information
- Father's Name: Shri R. S. Shukla
- Date of Birth: 08/04/78
- Marital Status: Married
Certification
ITIL V4 Foundation Validity till January 2027
Timeline
Sr. Analyst Infrastructure Services
DXC Technologies Ltd
10.2024 - Current
Shift Lead
Globiter Infotech Pvt Ltd
10.2022 - 10.2024
Operation Manager
AGS Transact Technologies Ltd
01.2010 - 01.2022
Team Leader for banking division
AGS Info Tech PVT. Ltd.
04.2006 - 03.2009
Customer Support Engineer
ADVANCED GRAPHICS SYSTEM
05.2002 - 03.2006
Service Engineer
INFOCARE DIGITAL SYSTEM (WIPPRO FREANCHIES)
08.2000 - 05.2002
Diploma in engineering -
UPBTE(POLYTECHNIC), Lucknow University
10+2 -
U.P BOARD
High School -
U.P BOARD
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