Service Now
Hi, I’m
Sagar Arora
Specialist - SSC Service Desk
New Delhi,Delhi
Summary
An achievement oriented professional with more than 6 years of organizational experience in Service desk and Major Incident Management across ITSM domain.
Overview
6
years of professional experience
5
years of post-secondary education
2
Languages
Work History
Webhelp India Pvt. Ltd.
Senior Analyst
06.2019 - Current
Job overview
- Establishing relationship with multiple clients, building management with clients and own / drive organization deliverable for clients.
- Working towards quick recovery of incidents by bridging gaps between technical tracks also, working towards recovery model for resolution of major incidents to restore service quickly.
- Understanding and providing holistic view of customer environment and attaining position to improve overall service which will reduces frequency of repeated incidents
- Using specific information from driving major incidents to drive technical teams to stronger RCAs and corrective actions
- Routing problems to next level support staff for internal issues. Troubleshooting client software and basic network connectivity problems Other Daily activities : - Ticket creation on need basis - Ticket routing - Ticket hygiene checks and feedback technical tracks about it - Follow up with teams and drive ticket resolution - Troubleshooting issues and resolving them at desk.
IBM India Pvt. Ltd.
Technical Support Associate and IMAC Coordinator
03.2017 - 06.2019
Job overview
- Use of Service now tool: To fix error/prompts/alerts and preferable troubleshooting and also to elicit details of reports and tickets created for daily incidents.
- Mapping incidents, device IDs and challenge code by each requested ticket created in service now tool. Maintaining IBM Box (Knowledge hub for all process updates).
- Creation of IMAC (Install, Move, Add and Change) requests as per client requests.
- Worked on outage, identified severity and priority of incidence.
I-Energizer Pvt. Ltd.
Game Support Analyst
01.2016 - 02.2017
Job overview
- Console Troubleshooting
- Graphic Analyst
- Game Testing
Education
Lucknow University
Bachelor of Commerce
04.2012 - 05.2015
Bal Vidya Mandir Sr. Sec. School
Intermediate
03.2011 - 04.2012
Central Academy Sr. Sec. School
High School
03.2009 - 04.2010
Skills
Service desk troubleshooting
Incident Management
Risk Analysis
Audit and Report Making
Managed Services
Accomplishments
- Promoted to minor incidents handling to Major Incident Management in Webhelp.
- Promoted to Band 3 to Band 4 in IBM.
- Recognized for delivering service level excellence in IBM.
- Received IBM Bravo Awards for the month of Jul'17 and Sep'17.
Software
Remedy
Active Directory
CMS
Fresh Service
Office365
Interests
Photography
Video & Photo editing and manipulation
Graphic Designing
Timeline
Senior Analyst
Webhelp India Pvt. Ltd.
06.2019 - Current
Technical Support Associate and IMAC Coordinator
IBM India Pvt. Ltd.
03.2017 - 06.2019
Game Support Analyst
I-Energizer Pvt. Ltd.
01.2016 - 02.2017
Lucknow University
Bachelor of Commerce
04.2012 - 05.2015
Bal Vidya Mandir Sr. Sec. School
Intermediate
03.2011 - 04.2012
Central Academy Sr. Sec. School
High School
03.2009 - 04.2010
General Skills
- Systematic approach & quick adaptability to new techniques.
- Ability to work with and motivate the team with a positive approach.
- Willingness to take initiatives and responsibilities.
- Efficient management skills.
General Skills
- Systematic approach & quick adaptability to new techniques.
- Ability to work with and motivate the team with a positive approach.
- Willingness to take initiatives and responsibilities.
- Efficient management skills.