Summary
Overview
Work History
Education
Skills
Certification
Timeline
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MOHIT PANDEY

Manas Nagar Colony Phulwariya Cantt,Varanasi

Summary

Experienced problem manager with a proven track record in IT Problem Management, IT Infrastructure, IT Applications, and Operations. Skilled in post-incident review, trend analysis, and ITIL service management with a focus on stakeholder and supplier management

Overview

4
4
years of professional experience
2
2
Certifications

Work History

Problem Manager

Atos
12.2021 - Current
  • Problem Manager for multiple customers including Philips and Agfa
  • Managed all Problem records to a successful outcome in accordance to the ITIL best practice
  • Ensured correct priority for all Problem records, tasks and Known errors
  • Drove the technical teams/ vendors to complete effective root cause analysis within the set time frames and identify permanent solutions
  • Compiled high level root cause analyze reports for the customer within the agreed SLA (Service Level Agreement)
  • Proactive Problem Management, by analyzing monthly/ weekly incident data to identify trending opportunities with help of Pareto analysis
  • Compiled Monthly Problem Management reports for the customer and Service Delivery managers
  • Hosted technical and high-level customer bridge calls

Service Desk Analyst

Trigensoft Solution Private Ltd.
04.2020 - 09.2021
  • Receive incoming calls from clients such as, Conduent
  • Provide first level support; document each call verifying customer information and including all troubleshooting steps
  • Research, resolve, and respond to questions received via telephone calls, emails, and callbacks in a timely manner, escalate problems to appropriate individual
  • Assist in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction
  • Acquire and maintain current knowledge of relevant product offerings, mentor other team members and provide enhanced quality support methods when applicable
  • Coordinate and participate in team/service desk special projects; may develop, define, and communicate user and technical policies for products supported
  • Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers
  • Mentor, coach and provide and feedback/assistance to other service desk staff on an as needed basis

Education

Higher Secondary: (10+2) - Science Stream

Sunbeam School Lahartara
Varanasi, India

High School -

Sunbeam School Lahartara
Varanasi, India

Bachelor of Technology (B.Tech) - Mechanical Engg.

A.K.T.University
Naini, Pryagraj

Skills

    IT Problem Management

Certification

Microsoft PL-300

Timeline

Problem Manager

Atos
12.2021 - Current

Service Desk Analyst

Trigensoft Solution Private Ltd.
04.2020 - 09.2021

Higher Secondary: (10+2) - Science Stream

Sunbeam School Lahartara

High School -

Sunbeam School Lahartara

Bachelor of Technology (B.Tech) - Mechanical Engg.

A.K.T.University

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