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, India (Remote)
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
Mysore
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, India
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