Shannu Barwal
Technical Training Analyst
Bangalore
Summary
Technical Training Analyst delivering 17+ virtual and classroom training sessions per month to 11–20 learners per class on application workflows, account access, and issue resolution across ServiceNow and related support channels. Supports new account transitions, change efforts, and steady-state client training while updating 13+ knowledge base articles and training materials per month. Tracks class feedback, knowledge checks, and quality audit results to improve learner readiness and service performance.
Overview
13
13
years of professional experience
Work History
Technical Training Analyst
NTT DATA – India Bangalore
Bangalore
01.2020 - Current
- Trained users on the proper way to perform tasks within the application and new features via phone, email, and established support documents.
- Resolved or escalated issues with performing a task, accessing accounts, creating reports, troubleshooting errors, or requesting changes within the system via Service Operation Workspace\ Service Now ticketing application.
- Monitored incoming tickets, provided phone support, and responded to email inquiries to ensure timely issue resolution.
- Communicated with management on outages, system-wide errors, and issue trends to facilitate informed decision-making.
- Served as a liaison between tier 1 and tier 2/3 teams.
- Manage critical customer site outage resolutions for major customers.
- Coordinated plans of action with repair teams and communicated expectations and customer management teams.
- Coordinates class arrangements and deliver training virtually
- Delivering training to active/existing clients (steady-state), including new hire, change, service improvement, and vitality training.
- Providing support and classroom facilitation during new account transitions (assists Sr. Trainers), change, or service improvement efforts.
- Working with operations to identify changes and update knowledge base articles.
- Performed quality audit duties
- Understanding operations performance metrics and can identify basic opportunities for improvement/vitality training.
- Tracked and reported training measurements and quality audit results to assess effectiveness and identify areas for improvement.
- Develop/update the training updates and with easy access through multiple channels.
- Conduct regular interaction reviews with your business partners and key stakeholders – review data, identify opportunities, communicate findings, and remediate/act on findings.
- Maintaining open and constant communication with the operational team, bringing forward any improvement ideas, and flagging any potential risks.
- Training Agents with different skillset some of these include
- Manage users’ access to shared folders on Servers, provide VPN access to the users, and also provide access to the Client’s customized Application.
- Incident and Workflow management implementation and process documentation.
- Work on Request Management and Incident Management, following ITIL guidelines.
- Add/change access for associates, client employees, and authorized agents based on information owners' approval.
Helpdesk Senior Associate
NTT DATA Formerly Dell Services
Bangalore
01.2016 - 01.2020
- Monitoring the status and progress towards the resolution of assigned incidents.
- Respond to all user inquires and reported incidents following established Incident Management processes.
- Facilitated fulfillment of service requests to ensure timely support for users.
- Escalated incidents following established escalation policies.
- Respond to all user inquiries and reported incidents following established Incident Management processes.
- Troubleshot computer and application problems, resolving issues directly.
- Took ownership of high-priority incidents by escalating to management, tracking resolution process, and following up with users to confirm resolution.
- Active Directory user administration.
- Resolve technical issues with Outlook, Mail, Distribution groups.
- Application support for SAP and other business applications.
- Led cross-functional teams to implement process improvements, enhancing operational efficiency across projects.
- Mentored junior associates, fostering professional growth and knowledge sharing within the team.
- Analyzed project performance metrics, driving data-informed decision-making for continuous improvement initiatives.
Helpdesk Associate
NTT DATA – India Bangalore
01.2015 - 01.2016
- Serve as the primary contact for all Service Desk inquiries and questions
- Resolved customer inquiries regarding information, product functionality, and fault calls, achieving first-contact resolution for numerous queries
- Provide excellent customer service at all times
- Handled complaints and provided timely solutions, ensuring customer satisfaction and retention
- Problem solving to help customers resolve issues
- Engaged in problem-solving to assist customers in resolving issues efficiently and effectively
- Work with confidential customer information
Technical Support Associate
Infinite Computer Solution
01.2014 - 01.2015
- Acted as primary contact for all customer inquiries, ensuring timely and accurate responses
- Resolved customer inquiries on product functionality and fault calls, achieving first-contact resolution for a majority of queries
- Handle complaints, provide appropriate solutions within the time limits
- Addressed customer complaints, delivering effective solutions within established time limits
- Logging and classifying all calls and requests for assistance in the customer relationship management system
- Work with confidential customer information
- Maintain and update knowledge of product releases, upgrades, and changes consistently.
Education
Bachelor of Engineering - Computer Science
The Oxford College of Engineering
BangaloreDiploma - Computer Science
Acharya Patashala Polytechnic
BangaloreSkills
- Account/Delivery Management-Administrative Support
- Application Support-IT Service Management Queue Management-BMC Remedy/SNOW
- Account/Delivery Management -Transition, Training, and Mentoring
Microsoft Endpoint and Intune, Google Workspace
Virtual training
Timeline
Technical Training Analyst
NTT DATA – India Bangalore
01.2020 - Current
Helpdesk Senior Associate
NTT DATA Formerly Dell Services
01.2016 - 01.2020
Helpdesk Associate
NTT DATA – India Bangalore
01.2015 - 01.2016
Technical Support Associate
Infinite Computer Solution
01.2014 - 01.2015
Diploma - Computer Science
Acharya Patashala Polytechnic
Bachelor of Engineering - Computer Science
The Oxford College of Engineering