Nawal Agarwal
Senior Analyst - Service Management
Bangalore
Summary
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management and problem-solving expertise. A dedicated IT professional with expertise in incident management and IT service desk management seeking similar role and contribute to the efficiency and effectiveness of IT operations while delivering exceptional service and support.
Overview
5
5
years of professional experience
2020
2020
years of post-secondary education
Work History
Senior Analyst - Service Management
Microland Pvt.Ltd
01.2024 - Current
- Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
- Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users'' workflows.
- Reduced wait times for support by streamlining ticket management processes and prioritizing high-impact issues.
- Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to endusers.
- Maintained detailed documentation for all IT service desk processes and procedures, facilitating knowledge transfer and promoting consistency across support teams.
- Delivered comprehensive training sessions for new IT service desk analysts, ensuring rapid onboarding and adherence to company standards.
- Used ticketing systems to manage and process support actions and requests.
Incident Manager (IT Service Management Associate)
Accenture
06.2021 - 12.2023
- 2 year of project experience with Microsoft Incident Management team
- Led efforts to restore service in a timely manner for critical business functions
- Aiding in assessing business impact and approving appropriate incident priorities
- Actively worked with engineer over several Support Area Path to prioritize critical incidents
- Used ITIL best practices to support affected business units by managing, directing, coordinating and communicating across multiple technical and non-technical teams which include application, infrastructure, third party suppliers, and business units
- Prepared documentation and reporting for executive team on a weekly, monthly and quarterly basis using ServiceNow tools and PowerPoint presentations
- Performed timely quality analysis and provide feedback for improvements
- Managing client escalations, review performance reports, service quality and processes improvements
- Established strong relationships with stakeholders across various departments to facilitate seamless collaboration during high-pressure situations.
Data Associate
PRAMATA KNOWLEDGE SOLUTIONS PVT LTD
05.2020 - 05.2021
- Managed diverse projects for Com-cast including data capture, storage and forecast analysis
- Reviewed clients legal contracts/documents to extract key pieces of financial information
- Worked on special Contracts Management Application/Platform built by Pramata to manage legal and financial information of the Clients
- Collected, organized and input information into digital database
Digital Interaction Advisor
24[7].ai (Sears)
07.2019 - 01.2020
- My role as a digital interaction advisor was to make it easy for our customers to shop us and to put a positive impact on their customers service experience
- Utilized effective up selling techniques to increase customer interest
Education
Bachelor of Business Administration -
Inspira Knowledge Campus
Siliguri, West BengalAll India Senior School Certificate Examination - Commerce
Border Security Force
Siliguri, West BengalAll India Secondary School Examination - undefined
Siliguri Model High Scool
Siliguri, West BengalSkills
Ticketing system proficiency
Incident management
Escalation management
ITIL framework
Technical support
IT service management
Problem-solving
Multitasking Abilities
Effective communication
Accomplishments
- Awarded as Shining star at Accenture for handling the most critical and premier client for Microsoft.
- Quarterly recognition for performance and incident response.
- Collaborative research project on digital banking in rural India 1 month The research was conducted by the NIITE university in collaboration with University of Pennsylvania.
- Actively participated in 'Entrepreneurship Awareness Camp' sponsored by NSTEBD, Department of science and technology, Government of India.
Timeline
Senior Analyst - Service Management
Microland Pvt.Ltd
01.2024 - Current
Incident Manager (IT Service Management Associate)
Accenture
06.2021 - 12.2023
Data Associate
PRAMATA KNOWLEDGE SOLUTIONS PVT LTD
05.2020 - 05.2021
Digital Interaction Advisor
24[7].ai (Sears)
07.2019 - 01.2020
All India Senior School Certificate Examination - Commerce
Border Security Force
All India Secondary School Examination - undefined
Siliguri Model High Scool
Bachelor of Business Administration -
Inspira Knowledge Campus