Ritesh Sunwar

• CompTIA A+ 220-1001: Storage Solutions
• CompTIA Cloud+: Cloud Architecture & Models
• Certified Information Systems Auditor (CISA)
• Six Sigma: White Belt
• Operations Management Professional Certificate - Jack Welch Management Institute
• Business Process Improvement
• Cloud Security

Experienced with in-depth knowledge of subject matter, ensuring accurate and effective guidance. Utilizes critical thinking and problem-solving skills to address complex challenges. Track record of effective communication and collaboration in diverse team settings.

• Premera BlueCross, Kolkata, WB, India, Shift Lead, 12/01/23, 10/31/24, Led a team of 15 analysts, improving ticket resolution efficiency by 15% through strategic break management, real-time call support, and process optimization., Managing breaks, publishing daily performance report and SLA and helping the team members with issues faced in calls., Authored and updated knowledge articles in ServiceNow, enabling 20% faster issue resolution by providing employees with accurate, accessible troubleshooting references.
• Best Buy, Kolkata, WB, India, Subject Matter Expert, Facilitated comprehensive training programs for 15 new hires, achieving a 95% satisfaction rate in onboarding surveys and reducing the time to competency by 30%., Managed escalation calls effectively, resolving over 200 customer issues monthly and improving first-call resolution rates by 40%, leading to enhanced customer retention., Streamlined break management protocols for a team of 30 staff members, resulting in a reduction of downtime by 20% and increasing overall productivity levels across shifts.

• Supervised team of 15 staff members.
• Resolved product issue through consumer testing.