Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Pavan Kumar

Senior IT Analyst
Mysore

Summary

I am an enthusiastic Professional with an overall experience of 5.5 years, who is eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Possessing a clear understanding and experience of Service, People and Information Technology. Always motivated to learn, grow and excel in IT Industry.

Overview

6
6
years of professional experience
4
4
years of post-secondary education

Work History

Senior IT Analyst

Goldman Sachs
Bengaluru
08.2022 - 11.2024
  • Troubleshooting and providing support of Cisco IP Telephony for various clients.
  • Performing MACD Operation in Cisco & IPC Turret.
  • Configuring and troubleshooting Cisco Call Manager.
  • Configuring of extension mobility & Cisco phone.
  • Troubleshooting of IP Phone registration issues.
  • Configuring Voice Recording IP phone and creating NICE handler.
  • Configuring Voice Recording Turret phone and creating NICE handler.
  • Configuring of user features in IP phones.
  • Configuring Unigy Turret phone user profile
  • Ensuring the proper functionality of devices and services.
  • Provisioning of DSL/ADSL Lines, Circuits and Toll-Free lines
  • Vendor Management and Inventory Management
  • Provisioning of carrier circuits with different signaling type (MRD, ARD, HOOT) for external client and GS users.
  • Hands on experience on CUCM Device pool, Region Location, Phone button template, soft key template, User features
  • Hands on experience on multiple projects, Cisco 8861, 8851 NR migration.
  • Addressing technical support on VOIP issues and coordination with business to technical requirements.
  • Tracking, communicating and updating status or progress of any high priority issues to Team Leader or to senior level to meet customer expectations correctly.
  • Coordinate with the forward team in fixing the network issues identified from the users.
  • Aruba Router Provisioning.
  • Private line provisioning between GS & external clients.
  • Working on ITSM ticketing tools such as Service now.
  • Working on AWS and Zoom requests.

Patient Care Associate

Manipal Hospitals
10.2021 - 06.2022
  • Served patients and visitors in a friendly and professional manner.
  • Responding to phone and email inquiries in a timely manner.
  • Handled patient check-in and checked out process with co-payment collection.
  • Confirmed appointments prior to arrival and booked follow up appointments.
  • Scheduling and rescheduling appointments to accommodate patient and cancelling plans when requested or if there’s a pattern of nonpayment.
  • Handling the patient’s room allocation and admission to ward process.
  • Assisted nursing staff in daily operation demonstrating a strong sense of responsibility and teamwork.
  • Shared details about benefits, network providers and outstanding co-payments, authorizing medical treatment if its covered.
  • Forwarding unresolved issues to the appropriate team for resolution, giving prompt and accurate feedback to customers. Ensuring all the customers issues are properly logged and prioritized.
  • Updated MRN – Medical Registration Number system to document patient data and treatment process.
  • Supervised medical staff and managed daily operations.
  • Performed all tasks and function assigned to me to ensure optimal support.
  • Managed changing priorities and high stress situation in a fast-paced clinical environment.
  • Maintained knowledge of procedures and services offered.
  • Maintained professional communication with individuals across the healthcare field.

Customer Care Associate

Shoppers Stop
Mysore
12.2018 - 06.2022
  • Worked as a “CCA & E-Commerce” at Shopper’s stop.
  • Knowledge on analytical and customer problem solving.
  • Ability to work as a team member, as well as independently with minimal supervision.
  • Ability to perform multi-task and prioritize customer issues effectively.
  • Ability to be flexible and adapt changes quickly.
  • Research customer issues in a timely manner and follow up with customer with recommendations and action plan.
  • Follow appropriate escalations path to resolve customer issues, including making follow up outbound calls to customers or other parties as needed.

Education

Bachelor of Arts -

University Evening College
Mysore, India
07.2017 - 09.2021

Skills

Administrative Skills

Incident Management

Problem Management

Team Player

MS Office

Time Management

Project Management

Ability to Multitask

Team Management

Accomplishments

  • Joined as Trainee Customer Care Associate – 1, and got promoted to Customer Care Associate with in a year. After completion of a year got promoted as E-Commerce lead.
  • Awarded multiple awards for exemplary customer satisfaction scores.

Timeline

Senior IT Analyst

Goldman Sachs
08.2022 - 11.2024

Patient Care Associate

Manipal Hospitals
10.2021 - 06.2022

Customer Care Associate

Shoppers Stop
12.2018 - 06.2022

Bachelor of Arts -

University Evening College
07.2017 - 09.2021

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Pavan KumarSenior IT Analyst