Naman Beohar

Project: Becton Dickinson

• Coordinated employee shift schedules and delegated tasks for efficiency. Directed senior engineers to prioritize resolution of high-volume aged snow tickets.
• Authored new knowledge base articles in Snow to enhance self-help capabilities. Decreased ticket volumes by creating effective self-service documentation. Updated knowledge base every six months to capture recent topic changes.
• ensure adherence to response and resolution SLA.
• Provide all scheduled reports on a daily basis.
• producing reports and dashboards tailored to management needs.
• analyzing and visualizing data and enforcing data governance whenever presenting to management.
• supervising incident management process and personnel involved in incident resolution.
• Administer user modifications in Microsoft 365 admin, delivering O365 E1 and E3 licenses via Resolve System Tool.
• Generated distribution lists as per user suggestions received via request tickets. Confirmed closure of requests with users post-creation of distribution lists.
• issue Microsoft audio conferencing license upon manager approval enabling user to schedule Teams meeting
• Issued Intune licenses for iOS and Android devices after obtaining manager approvals via Resolve system tool. Instructed users to complete BYOD forms for personal device Intune access.
• prioritizing incidents in relation to urgency and influence on business.
• Supervise incident team members through workload reassignment and rescheduling of non-urgent tasks.
• Coordinated employee shift schedules and delegated tasks to enhance productivity. Prioritized resolution of aged snow tickets by assigning them to experienced engineers. Evaluated ticket volume to determine urgent assignments for timely outcomes.
• Facilitate team training sessions as needed to reinforce process understanding
• Organized daily meetings to evaluate ongoing activities and manage urgent ticket backlogs. Analyzed untouched tickets from prior 24 hours, formulating plans for resolution. Engaged team in discussions focused on closing pending tickets efficiently.
• Exploited ServiceNow and Rave to facilitate effective data management practices. Adopted Imedidata for improving accuracy in clinical trial data collection. Performed detailed data analysis through Excel to drive insights. Created professional documents and presentations using Microsoft Office applications.
• Excelled within fast-paced, challenging settings.
• Proficient in operating independently and contributing effectively in team-oriented environments.
• established ability to acquire knowledge swiftly and adjust to changing circumstances.
• Worked effectively in fast-paced environments.
• Skilled at working independently and collaboratively in a team environment.
• Proven ability to learn quickly and adapt to new situations.

• Project: Advance Support
• Coordinated employee shift schedules and assigned tasks to maintain smooth operations. Assigned aged snow tickets to experienced engineers for expedited resolution. Streamlined task delegation by assessing urgency of ticket backlog. Implemented efficient scheduling practices to support team performance.
• Document and manage issues using ServiceNow.
• Administer technical documentation and service catalog organization.
• Lead daily huddle with team
• Authored new knowledge base articles in Snow, promoting user self-help and decreasing support tickets. Reviewed and updated knowledge base every six months in response to topic updates.
• Executed installation procedures for software and applications on Beyond Trust (BT). Directed tickets for non-whitelisted application requests to relevant teams. Supplied necessary code for installation of approved software to maintain system integrity.
• Created security groups for FIS and Worldpay upon receiving request tickets. Facilitated access to different mainframes as necessary. Administered provisioning and deprovisioning of user accounts through Active Directory.
• Streamlined email and scheduling operations with Outlook application. Administered service requests through ServiceNow for optimal workflow. Analyzed data sets and generated reports utilizing Excel software. Maintained client relationships with NICELN contact management system. Enhanced project visibility using GSC tool functionalities. Utilized Snipping Tool for efficient information sharing across teams. Created polished documents in Word to communicate effectively.
• Enhanced client satisfaction with effective communication, regular progress updates, and prompt resolution of concerns.
• Evaluated team member performance regularly, providing constructive feedback for continuous improvement.
• Led cross-functional teams for successful project completion, ensuring timely delivery and high-quality results.
• Improved team productivity by streamlining workflow processes and implementing efficient project management practices.

• Retrieve reports from BI platform.
Generateribute all scheduled reports on a daily basis.
• Addressed raised tickets through effective use of Remedy tool
• Managed tickets submitted for BI tool concerns
• Support first-level contact and convey outcomes for customer inquiries.
• Facilitate escalation of unresolved queries to higher support tier.
• Oversee route and channel problems to correct resources.
Secureecure thorough recording documentation and closure.Executed email correspondence and scheduling using Outlook efficiently. Generated analytical reports with SAP BI to drive business insights. Documented issues in Remedy, enhancing incident resolution workflows. Created dynamic financial models using Excel for comprehensive analysis. Produced high-quality documentation in Word for internal use. Leveraged Outlook to optimize team communication and collaboration. Utilized Excel for advanced data organization and analysis tasks. Implemented Remedy for systematic tracking of technical support issues.
• Nurtured solid relationships with customers through an optimistic approach and prompt attentiveness.
• Constructed thorough training documentation to expedite onboarding process for new team members
• Cultivated enduring client connections through superior customer service capabilities, generating long-term repeat business prospects.
• Conducted training sessions for associates via daily coaching and frequent performance assessments.
• Developed comprehensive training materials to onboard new team members quickly and efficiently.
• Built strong relationships with clients through exceptional customer service skills which led to repeat business opportunities over time periods measured in years not months or weeks alone.

• Managed U.S. mortgage services
• Developed and implemented strategies to increase customer satisfaction and engagement.
• Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
• Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.
• Streamlined inventory management processes, reducing waste and ensuring optimal stock levels were maintained.