Sanjana Ajay Jadhav

Was selected through campus placement from Goa by IBM in the year 2015.

● Worked as a Technical Support Associate (September 2015 – June 2017).

Responsibilities:

· Voice, email and chat support for various IT related issues for Business to Business Clients.

· Support also includes but doesn’t not limit to, creation and resolving Service tickets and Incidents, as well as approving change tasks and initiating calls with all the change stake holders.

· Support includes engaging various teams for server related issues.

· Skilled on various applications like Microsoft Active Directory, IBM Mainframe applications.

· Been part of the Chat AHT (Average Handle Time) reduction project to improve the efficiency of chats handled.

· Additionally, handled the responsibility of conduction Process Training for new hires and refresher trainings from time to time.

· Additionally, worked as a Sr. Technical Associate – CTS (July 2017 – Current Day).
Responsibilities:

· Worked in Walmart Account, mainly working on web tickets for VDI issues.

· Daily reporting activity includes publishing the productivity, login-logout & queue wise volume reports.

· Responsible for performing root cause analysis on d-sat tickets and analyze each concern expressed by clients, for quality improvement, as well as giving feedbacks to the agents.

● Worked as an E2E Incident Management focal.

Responsibilities:

· Daily Incident Queue report generation followed by an On-Call discussion with the different teams regarding ticket status.

· Also, been a mediator between the resolver groups and the MIM/RM in Priority Issue situations.

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· Constant follow up emails sent to teams till the Incidents have been closed within the stipulated time.

· Additionally, been the floor support focal for agents working on calls/emails/chats.

Currently working as a Change Manager at IBM

Responsibilities:

· Maintained Server Level Commitments to all the activities handled for the accounts supported as per agreed customer requirements.

· Followed standard, reliable and consistent processes & procedures that are account specific.

· Hosting CAB Calls daily, driving the correct change process.

· Ensuring changes are represented on CAB & risk assessment is accurately calculated.

· Performed analysis for failed changes & action items tracked accordingly.

· Post Implementation Review performed regularly to avoid tickets reflecting as backlogs.

· Mentored New Joiner in effectively hosting CAB Calls

· Participation in mentoring programs with respect to audits & process walk throughs.

· Escalations rolled out on a timely manner ensuring action plan/improvement plans are documented.