RUTVIK SHIVALKAR
Mumbai
Summary
Dynamic Service Management Specialist with a proven track record in incident management, asset management, and customer satisfaction. Adept at leveraging Power BI dashboards to optimize efficiency and enhance service quality. Passionate about cultivating strong client relationships and driving operational excellence for optimal business outcomes.
Overview
3
3
years of professional experience
1
1
Certification
3
3
years of post-secondary education
Work History
Customer Service Analyst
Orange Business Services
Mumbai, India
09.2022 - Current
- Handled diverse service requests with a strong focus on timely resolution and customer satisfaction.
- Analyzed comprehensive service trends to pinpoint areas for improvement and implement efficiency-driven solutions.
- Facilitated seamless communication channels between clients and technical support teams, ensuring effective issue resolution.
- Implemented best practices for incident management, significantly enhancing service quality and operational effectiveness.
- Provided exceptional customer service, proficiently responding to inquiries and resolving complex issues in a timely manner.
Asset Manager
Orange Business Services
Mumbai, India
09.2022 - Current
- Conducted daily calls with customers, proactively addressing asset-related issues, providing critical updates, and driving timely resolutions.
- Collaborated with cross-functional teams to resolve discrepancies, streamline handovers, and ensure seamless operational workflows.
- Captured customer requirements for new features, collaborating with internal teams to implement enhancements, thereby improving efficiency and user experience.
- Managed the entire end-to-end lifecycle of IT and physical assets, including precise tracking and systematic decommissioning processes.
Handover To Operation Manager
Orange Business Services
Mumbai, India
09.2022 - Current
- Verified and uploaded device details into internal tools and customer platforms, ensuring 100% data accuracy.
- Coordinated with cross-functional teams to uphold data integrity and rectify discrepancies across systems.
- Identified and corrected critical discrepancies in device data, significantly enhancing reliability across various systems.
Education
Bachelor of Science - Electronic And Telecommunication of Engineering
K.C. College of Engineering & Management Studies &
Thane 08.2019 - 05.2022
Diploma in Engineering - Computer Engineering
M.H Saboo Siddik Polytechnic
Mumbai01.2019
Maharastra State Board of Secondary And Higher Education - SSC
SOU LAXMIBAI ENGLISH MEDIUM SCHOOL
Mumbai01.2012
Skills
- Incident management
- Customer relationship management
- Service level management
- Asset management
- Customer satisfaction measurement
- Configuration management
- Power BI dashboards
- Data Integrity
- Process Improvement
- Cross-functional Improvement
Certification
- ITIL Foundation Certificate in IT Service Management
Accomplishments
- Change Maker Award (2025, received twice) – honored by Orange Business for exceptional contributions to ServiceNow accuracy, device correlation, and ServiceNow enhancements, recognition included both an appreciation email and Change Maker points.
Extracurricular Activities
Car Parking System, 05/01/21, 2nd Runner Up Orion Hack2021
Hobbies and Interests
Cricket
Projects
Oled DigiSpex, 05/01/22, https://github.com/Rutvik2404/Oled-Digispex
Languages
- English
- Hindi
- Marathi
Timeline
Customer Service Analyst
Orange Business Services
09.2022 - Current
Asset Manager
Orange Business Services
09.2022 - Current
Handover To Operation Manager
Orange Business Services
09.2022 - Current
Bachelor of Science - Electronic And Telecommunication of Engineering
K.C. College of Engineering & Management Studies &
08.2019 - 05.2022
Diploma in Engineering - Computer Engineering
M.H Saboo Siddik Polytechnic
Maharastra State Board of Secondary And Higher Education - SSC
SOU LAXMIBAI ENGLISH MEDIUM SCHOOL