Rahul Goenka

To continue my career with an organization that will utilize my Management, Supervsiory & Technical skills for mutual growth and success

A multi-skilled IT Professional with good all-round Supervisory, Team Management and Customer Service Skills Expertise in Service Operations Good understanding of Incident Management Practices Very capable with a proven ability in ensuring the smooth running of Helpdesk Operations and providing IT services that will improve the efficiency and performance of the company Grip on Quality Monitoring Excellent organizational Skills , Multi Tasking Skills and follow-up skills with strong attention to detail Good exposure on Helpdesk Reporting Excellent Performance Management Skills Prince 2 Certified . ITIL – Intermediate – Service Operations Certified

1. Transitioned After Hours Support from UK to USI

· Initial connect with UK Stakeholders & T&I to understand the current support structure

· Working with Academy to set up a Training Plan for the new team.

· Worked with T&I for the routing piece and IVR wording.

· Working with WFM for scheduling .

· Took part in UAT to test the plan

· Conducted weekly audits of AHS Plan and sharing the same with Stakeholders

2. Tech Trivia - Imitative to reduce Major Escalations and KPI Improvement (FCR and Transfer Rates)

· Analyzed 6 months data on FCR and Internal Transfer Rates

· Worked with Training Team for a quick refresher guide

· Scheduled Weekly Quiz on the Refresher Topics

· Assessed the scores and shared with Stakeholders

3. Mitigating Foldouts

· Overall Flow out very increasing with the launch of new Geneys Cloud application

· Worked with T&I to identify various reasons and encouraged Ops to continue reporting

· Identified a new form to report flow outs and capture all relevant details with KB creation on how to collect logs from analyst system.

· Shared best practices as per T&I recommendation to mitigate flow outs

· Analyzed the data and categorized Flow out Types.

4. Streamlined CIMS Reports

· Lost Laptop and PDA Escalations.

· Identified tenured analysts and formed a pool of analysts for CIMS issues

· Reduced Escalations once the call were routed to only specific tenured professionals

• Won R&R for ISS Times Initiative (2012)
• Titan Team Award FY 13 -14.
• Team Captain Award FY 13 -14.
• Applause Award for Exceptional Service to Clients in FY 14 – 15.
• Won Applause Award for DTE Initiative.

• Date of Birth: 01/25/77
• Nationality: Indian
• Marital Status: Married

• Training Certificate on Six Sigma Green Belt, Exemplar Global, 2015
• PMP - 2 Days Class Room Training, External Vendor