Jatin Sharma
Network Engineer / Incident Management Operations
Delhi,
Summary
Passionate and driven customer focused IT Professional with successful 6+ years of IT industry . Dedicated team player with proven ability to establish rapport with clients and exceed company expectations. Reliable and driven, with strong time management and prioritization abilities.
Overview
7
7
years of professional experience
2
2
Certifications
2
2
Languages
Work History
Quality Analyst (Professional-I)
Capgemini Engineering
11.2021 - Current
- Conducting training and technical assistance for agents working on live calls to ensure the correct process and to avoid any compliance.
- Process Improvements – Identify and construct new process frameworks, as well as reviewing, recommending and documenting improvements to established processes
- Keeping a detailed records of Incident backlog to ensure the timely resolution of unresolved incidents.
- Maintaining efficiency to minimize MTTR to reduce downtime and its impact on client operation.
- Detailed analysis of Incident Severity Levels to ensure the proper categorization of incidents based on severity situations and Incident Escalations to identify any kind of work avoidance and compliance and for efficient resource allocation by conducting weekly trainings.
- Incident Trends Analysis – Identify and address underlying issues causing repeated incidents for long term improvements.
- To ensure the Cisco promised customer experience/high customer satisfaction, collecting feedback or surveys from customers/clients regarding their experience with the incident resolution process.
- Engage with the incident response team/Cisco TAC or backbone teams (when necessary) and lead the process of documenting event details and conducting a bridge call with the collaboration to ensure that the performance of the team achieves the defined performance targets and KPIs.
Associate Engineer
Altran
12.2019 - 11.2022
- Incident creation with the proven ability to identify and analyze technical issues/concerns for various Cisco products and services.
- Ensure the precise severity level (Critical, High, Major & Minor) of an Incident based on the severity situation of the client environment.
- Adhere to the established incident response process and protocols to ensure a prompt acknowledgement, consistency and efficiency.
- Provide a professional frontline support to minimize incident escalation rate.
- Analyze the problem and validation of entitlement with severity.
- Engage the correct Cisco Technical Assistance Centre (TAC) team based on the customer's issue and concern.
Quality Analyst
HCL Technologies
07.2018 - 11.2019
- Worked on process improvement projects that helped operations meet and exceed quality aspects.
- Perform root cause analysis for problems and recommend procedures and controls for problem prevention.
- Created training manuals and provided technical support trainings/feedback to employees for a six-month period during a surge of business.
- Daily interactions with end-user's and different teams to provide feedback to improve their client satisfaction ways.
- Published month-end reports to showcase the Quality Parameters and their respective results and growth bars.
- Onboarding and training for new joiners and their assessment.
- Shared regular reports of performance and achievement to the clients.
- Identification of Lean and other customer satisfaction ways.
- Shared Process updates with the team and updating the same in different Training Trackers.
- Supporting the new resources as Subject Matter Expert in understanding the smart way to work.
Analyst
HCL Technologies
09.2016 - 07.2018
- Worked as Technical Support Specialist and provide remote desktop support to the end-users.
- Primary responsibility included - Diagnose, troubleshoot and resolve desktop, hardware and software related issues (desktops, laptops, monitors, printers, peripherals, mobile devices, VPN, software applications, Microsoft applications, network connectivity, and user access issues).
- Provided the technical support in the agile environment at the time of Office 365 Migration to the end users.
- Maintain the work queues and engagement of the concerned team within a defined client SLAs for a timely resolution of the concern.
Education
Bachelor of Technology (B.Tech) - Computer Science
Dr. A. P. J. Abdul Kalam Technical University
Ghaziabad 04.2001 -
10+2 -
Central Board of Secondary Education
Delhi 04.2001 -
10TH -
Central Board of Secondary Education
Delhi 04.2001 -
Skills
Communication
Team Collaboration & Coordination
Service & Quality Assurance
Problem Solving
Documentation
Technical Proficiency
Customer Experience
Service-level agreements (SLAs)
Accomplishments
- HCL certificate for “Rising Star” in Rewards and Recognition (2017).
- HCL certificate for “Best Analyst” in Rewards and Recognition (2018).
- HCL certificate for “Quality Contribution” in Rewards and Recognition (2019).
Certification
Networking and Web Designing from Netcamp Solutions pvt ltd.
Timeline
Quality Analyst (Professional-I)
Capgemini Engineering
11.2021 - Current
Associate Engineer
Altran
12.2019 - 11.2022
Quality Analyst
HCL Technologies
07.2018 - 11.2019
Analyst
HCL Technologies
09.2016 - 07.2018
Bachelor of Technology (B.Tech) - Computer Science
Dr. A. P. J. Abdul Kalam Technical University
04.2001 -
10+2 -
Central Board of Secondary Education
04.2001 -
10TH -
Central Board of Secondary Education
04.2001 -