Sharath Babu
Hyderabad
Summary
Service management professional with proven record in optimizing service operations and enhancing client satisfaction. Known for effective problem-solving and process improvement, consistently contributing to team success. Reliable team player with strong skills in communication and adaptability.
Overview
12
12
years of professional experience
Work History
Service Management Specialist
NowFloats Technologies Limited
01.2017 - Current
- Organized and led training sessions for new hires, resulting in faster onboarding times and increased employee retention rates.
- Implemented change management methodologies to minimize disruptions during critical system updates or organizational shifts in strategy direction.
- Created detailed documentation for all service management procedures, ensuring consistency in operations and ease of reference for staff members.
- Implemented a robust incident management system, effectively reducing downtime and minimizing business disruption.
- Lead the operations team primarily on Incident, Problem, Change, Software & Hardware Asset Management
- Coordinate the integration of Zendesk and Knowlarity with internal tools, collaborating with backend developers throughout the processBuilt Complete Step of tools Like Zendesk, Knowlarity
- Drive team to meet SLA and Metrics
- Ensuring timely communication of emergency changes implemented
- Uploading Merchant app on Playstore console.
Client Technical Support Associate
Ola Cabs
01.2017 - 09.2016
- Troubleshooting and resolving any reported problems in the application device
- Application performance tuning
- Work closely with application development team to tune and understand the application methodology to troubleshoot easily
- Plans and co-ordinate testing changes, upgrades and new services
- Ensuring the devices will operate correctly in current and future environments
- Participates in efforts to implement application updates to include upgrades, patches and new releases
- Fully responsible for problem management activities such as issue resolution and root cause analysis
- Plays key role in device registration, activation and device configuration
- Ensuring the real time status information like memory, battery, and network connectivity is functioning properly or not
- Receive escalated, technically complex mission critical customer issues, and maintain ownership of issue until resolved completely.
Service Engineer
Tejaswi Info Innovations
12.2012 - 01.2015
- Responsible for the effective implementation of the process 'Service Desk' and carries out the respective reporting procedure
- Represent the first stage of escalation for Incidents, should these not be resolvable within the agreed Service Levels
- Undertaking research for the root-causes of Issues and thus ensures the enduring elimination of interruptions
- If possible make temporary solutions (Workarounds) available to develop final solutions for Known Errors
- Updating the Support teams or the Platform Engineering team about any known issues
- Creating tickets for External Vendors for any hardware replacement
- Training new batches on the hardware related issues and sales issues
- Providing feedbacks to the new agents on their performance
- Training agents on how to improve the customer experience and in turn generate a promoter for the company
- Handling escalations for the team
- Training the new agents how to handle irate customers and generate a good customer experience
- Managing Team Metrics which include - SLA, Quality, CSAT, and Overall Resolution.
Education
Bachelor of Science -
Tirumala Engineering College
Hyderabad, IndiaSkills
- Problem Management
- Service Level Management
- Customer satisfaction measurement
- Incident Management
- Hardware Laptop and Desktop troubleshooting
- Multitasking and Organization
- Computer Skills
- Handling Customer Complaints
- Data Processing
Accomplishments
- Awarded on the spot award 2 consecutive quarters
- Awarded for my performance many times
- Achieved more than the target for annual year and got recognized
- Took initiatives in the team and helped the team to achieve the targets
- Bronze Award for 3 Quarters
- Achieved Star of the Quarter for 2 quarters consistently
- Star of the Month for 3 Months
- Promoted to Trainer in the Team to train new hires
- Consistant Top performer in the team
- Received Bravo Awards twice from Associates
- Contributed KB articles for knowledge base
- Contributed IBank ideas for business and process improvement
- Maintained Quality scores always
- Zero Management Escalations
Languages
ENGLISH
TELUGU
HINDI
Personal Traits
- Proficient Problem Solving ability
- Task oriented thinking
- Strong interpersonal skills: proven ability to work well with individuals at all levels
- Ability to work under pressure in fast-paced environments
- Excellent analytical and problem-solving skills
- Recognized for dedication and the ability to achieve results
- Provide confidential support and expert office management skills
- Excel in meeting objectives through use of independent action, prioritization, persistence, and leadership skills
Toolsandskills
- Knowledge C and Data
- SQL, OS concepts, Manual
- Office 2003 / Office 2007
- Hardware Laptop and Desktop troubleshooting
- Resolve issues on Operating systems
Hobbies and Interests
- Listening to music
- Playing cricket and badminton and Indoor games
- Solving Puzzles
- Watching movies
Disclaimer
I hereby declare that the above given information is true to the best of my knowledge.
Personal Information
- Father's Name: E Rajendram
- Date of Birth: 09/09/87
- Nationality: Indian
- Marital Status: Single
Timeline
Service Management Specialist
NowFloats Technologies Limited
01.2017 - Current
Client Technical Support Associate
Ola Cabs
01.2017 - 09.2016
Service Engineer
Tejaswi Info Innovations
12.2012 - 01.2015
Bachelor of Science -
Tirumala Engineering College
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