Shubham Shandilya
New Delhi
Summary
Dedicated Service Request Coordinator at BT Group, specializing in exceptional customer experiences and service coordination. Possesses a strong foundation in Computer Science and Engineering with AI & ML from Galgotias University, enhancing problem-solving capabilities. Proven experience as a Graduate Engineering Trainee at Total IT Global, focusing on ITIL implementation and project management to drive successful IT initiatives. Committed to continuous learning and leveraging emerging technologies for excellence in IT service delivery.
Overview
3
3
years of professional experience
Work History
Service Request Co ordinator
BT Group
04.2024 - Current
- Handled entire workflow of Customer Complex Service Requests with precision.
- Managed predefined and complex service requests through the Service Request Management and Fulfillment process in line with the ITIL guidelines.
- Performed proactive jeopardy mnagement and escalations to ensure adherence to customer SLA.
- Delegated tasks to designated teams for design, costing, and delivery; ensured on-time completion within quality standards.
- Assisted with customer requests and answered questions to improve satisfaction.
Graduate Engineering Trainee
Total IT Global
06.2022 - 01.2024
- Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care.
- Trained employees on best practices and protocols, while managing teams to maintain optimal productivity.
- Monitored all aspects of contracts with third party organizations to ensure that required services were delivered.
- Developed long lasting and effective relationships with clients by providing onboarding, in-depth training and continuous technology support.
- Selected a third-party vendor to support IT infrastructure service delivery across the APAC and EMEA regions.
- Negotiated and reviewed contracts, rates, and terms with current facilities and suppliers.
- Handled multiple projects simultaneously and all of them being delivered flawlessly.
Education
Bachelor of Technology - BTech - Computer Science
Galgotias University
Greater Noida07.2022
Skills
- Project Management
- Stakeholder engagement
- Service request management
- Team Management
- Problem Solving
- Logical Approach
- ITIL
- ITIL Implementation
- Microsoft Excel
Websites
Timeline
Service Request Co ordinator
BT Group
04.2024 - Current
Graduate Engineering Trainee
Total IT Global
06.2022 - 01.2024
Bachelor of Technology - BTech - Computer Science
Galgotias University
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