Saumya Khatri
Summary
Dedicated and results-driven 4+ years experienced Infra Managed Service Sr Analyst with a proven track record of providing high-quality service management and client satisfaction. Skilled in resolving escalated issues, ensuring compliance to operational standards, and contributing to innovative ideas. Adept at delivering Wintel daily operations and conducting technical sessions to enhance team proficiency.
Overview
5
5
years of professional experience
Work History
Infra Managed Service Sr Analyst
Accenture
12.2023 - Current
- No escalations & no defect in INC and SR handling, no deviation on Quality (worklog/ Template usage / Process) and avoided reopening of incident, SRs, PTs by providing correct resolution to user/client satisfaction target less than 2 %
- Ensure service management principles/process are adhered and proper /timely updates are provided (achieved 100% SLA KPI) to all stakeholders (end users, team & client leads and service delivery) without any deviations.
- Taken responsibility and drive escalated issues end to end without leads assistance.
- Delivered 100% of Wintel daily operations from Avanade, including on call, high priority, and complex application cases.
- Ensured compliance to operational and delivery process requirements with being compliant to CDP & IS guidelines and AXPO & Accenture guidelines as well.
- Developed skills on various Windows features and on custom client tools
- Conducted technical session within and outside team and groomed/knowledge transfer junior resources or new joiners in enhancing their technical proficiency to next level with zero defect and escalation.
- Develop/Submitted innovation ideas that results into efforts saving per quarter.
- Created various reusable knowledgebase articles for overall project.
Infra Managed Service Analyst
Accenture
08.2021 - 11.2023
- No escalations & no defect in INC and SR handling, no deviation on Quality (worklog/ Template usage / Process) and avoided reopening of incident, SRs, PTs by providing correct resolution to user/client satisfaction
- Target less than 2 %
- Ensure service management principles/process are adhered and proper /timely updates are provided (achieved 100% SLA KPI) to all stakeholders (end users, team & client leads and service delivery) without any deviations and received various appreciations.
- Delivered 100% of Wintel daily operations from Avanade, including on call, high priority, and complex application cases.
- Ensured compliance to operational and delivery process requirements with being compliant to CDP & IS guidelines and AXPO & Accenture guidelines as well.
- Developed skills on various Windows features and on custom client tools
- Created various reusable knowledgebase articles for overall project.
Windows Systems Administrator
IBM
03.2019 - 08.2021
- Implemented, developed and tested installation and update of file servers, print servers and application servers in all departments.
- Completed reports detailing network and systems performance, costs and downtime issues.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Implemented corrective plans of action for network performance issues including availability, utilization, and latency.
- Worked with users to determine areas of technology in need of improved usability.
- Maintained flexible schedule and responded to after hours and weekend emergencies.
Education
Master's Degree - Business Analytics -
IMT CDL, Ghaziabad
Bachelor of Technology (B.Tech.) - Information Technology -
AKTU, Lucknow
2018
HSC -
City Montessori School
Lucknow, India2014
SSC -
City Montessori School
Lucknow, India2011
Skills
- SQL
- Hyper V
- Windows Server
- Server Upgrade/Patching
- Troubleshooting
- Service Now
- Powershell
- MS Office
- INC/SR/PR/CR
- Documentation and Reporting
- Analytical Thinking
- Process Improvements
Honors Awards
ACE Award, 2022, Accenture
Accomplishments
- Received various appreciations from clients and stake holders
- Awarded with ACE Award at Accenture
Hobbies
- Gardening
- Binge Watching
- Reading books
Additional Information
- Will be appearing for certification exams of SC-900 & AZ-800
Languages
English
Bilingual or Proficient (C2)
Hindi
Upper intermediate (B2)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Infra Managed Service Sr Analyst
Accenture
12.2023 - Current
Infra Managed Service Analyst
Accenture
08.2021 - 11.2023
Windows Systems Administrator
IBM
03.2019 - 08.2021
Master's Degree - Business Analytics -
IMT CDL, Ghaziabad
Bachelor of Technology (B.Tech.) - Information Technology -
AKTU, Lucknow
HSC -
City Montessori School
SSC -
City Montessori School