Experienced with Salesforce
Kamlesh Goswami
Incident Management
Pune
Summary
Proficient business emergency management professional well-versed in providing timely leadership to resolve incidents. Expert in gathering, analyzing and modeling data in order to enhance responses to future emergencies. Advanced problem-solver with excellent planning, organizational and communication skills. Ready to offer 9 years of related experience to a challenging position with room for advancement.
Overview
10
10
years of professional experience
3
3
Languages
Work History
Incident Analyst
Global PEO Services PVT. LTD. (WellSky)
Pune
07.2021 - Current
- Worked as part of Incident Management team for different Business Units under WellSky.
- Train or instruct employees in job duties or company policies or arrange for training to be provided
- Coordinate activities with other supervisory personnel or with other work units or departments
- Make recommendations to management concerning such issues as staffing decisions or procedural changes.
- Liaised with other departments to minimize network interruptions and possible downtimes.
- Oversaw development and implementation of improvements to support network operations.
- Provided immediate emergency response and incident management.
- Conducted post-resolution reviews with team members.
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Developed remediation plans for potential incidents ahead of time and made appropriate changes during emergencies.
- Developed and coordinated response processes.
Support Consultant
Allscripts India Pvt. Ltd.
Pune
04.2019 - 07.2021
- Worked as Support Consultant and was part of 24/7 Afterhours support
- Worked as Shift Lead for any queries for normal day-to-day business challenges
- Reduced team backlog by 50% and helped team to take up new & off business hour challenges
- Answer user inquiries regarding computer software or hardware operation to resolve problems.
- Assessed personnel performance and implemented incentives and team-building events to boost morale
- Prepared employee schedules for maximum coverage during key hours
- Coached employees through day-to-day work and complex problems
- Monitored employee and customer interactions to assess quality of service
- Provided technical support to customers, troubleshooting technical issues and providing solutions
Senior Associate- Operations
WNS Global Services Pvt. Ltd.
Pune
01.2018 - 03.2019
- Worked as Senior Associate - Operations in an Insurance process for IAG for Australia and New Zealand Clients
- Verify and analyzed data used in settling claims to ensure that claims are valid and that settlements are made according to company practices and procedures
- Report overpayments, underpayments, and other irregularities
- Provide status reporting of team activities against the program plan or schedule
- Working with Risk analysts, Brokers, Broker-Dealers, Solicitors, and other Insurers
- Review documents for accuracy and identify issues that need to be resolved
- Resolve those issues on the first call to the Broker or Agent
- Recovering the costs from Third Party Insurer and ensuring fair settlement of claims
- Claim Handling: Calculating Outlays and Chasing for recoveries
- Liability Settlement and Indemnity Settlement
- Hands-on experience on applications: Exceed, Gemini, Policy
- Taking over responsibilities and managing the team in absence of the Team Leader and Conducting team activities like training sessions and weekly fun activities
Information Processing Specialist
Tata Consultancy Services Pvt. Ltd.
Pune
08.2015 - 03.2017
- Worked as Information Processing Specialist for Telecom process serving clients within Australia
- Worked as Information Processing Specialist for 18 months
- It was an Australian Voice Process for the telecom domain
- The key role here was to amend the services of customers as per their requests
- Maintained historical records by documenting system changes and revisions
- Maintained client confidence and protects operations by keeping information confidential
- Prepared references for users by writing operating instructions
- Prepared reports by collecting, analyzing, and summarizing information design process map, etc
- Also worked in mobile number portability (MNP) for 6 months in Complete voice
Technical Sales Associate
The Phone Support Ltd.
Jaipur
06.2014 - 07.2015
- Worked as Technical Sales Associate in a USA-based process
- Developed long-term relationships with clients, through managing and interpreting their requirements
- Persuaded clients that a product or service best satisfies their needs in terms of quality, price, and delivery
- Provided pre-sales technical assistance and product education
- Worked on after-sales support services and provide technical back up as required
- Provided training and produce support material for other members of the sales team
- Prepared reports for head office and keep customer records
- Made technical presentations and demonstrate how a product meets client needs.
Education
Masters of Commerce - Commerce
University of Rajasthan
Jaipur, Rajasthan 06.2015 - May 2017
Bachelor of Commerce - Commerce
University of Rajasthan
Jaipur, Rajasthan 04.2011 - May 2014
Skills
Incident Management
undefinedAccomplishments
- Collaborated with team of 10 in the development of Successful NOC team which took care of major incidents occurring over multiple Business units in WellSky.
Software
ServiceNow
Azure Cloud
Interests
Cricket
Fiction
Indian Mythology
Podcasts
Timeline
Incident Analyst
Global PEO Services PVT. LTD. (WellSky)
07.2021 - Current
Support Consultant
Allscripts India Pvt. Ltd.
04.2019 - 07.2021
Senior Associate- Operations
WNS Global Services Pvt. Ltd.
01.2018 - 03.2019
Information Processing Specialist
Tata Consultancy Services Pvt. Ltd.
08.2015 - 03.2017
Masters of Commerce - Commerce
University of Rajasthan
06.2015 - May 2017
Technical Sales Associate
The Phone Support Ltd.
06.2014 - 07.2015
Bachelor of Commerce - Commerce
University of Rajasthan
04.2011 - May 2014
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