TARUN DEWAN

• Enhanced team productivity by providing comprehensive training on problem management tools and methodologies.
• Prepared meeting agendas and minutes for distribution and record keeping.
• Implemented process automation tools to minimize manual intervention in problem management lifecycle, increasing efficiency and accuracy.
• Reduced incident recurrence rates through thorough root cause analysis and process improvement initiatives.
• Created detailed reports on problem management metrics, demonstrating process effectiveness and areas for further optimization.
• Increased customer satisfaction ratings to overall 90%.

• Improved IT service delivery by streamlining ITSM processes and implementing best practices.
• Conducted regular audits of ITSM processes to ensure compliance with internal policies and industry standards.
• Reduced incident resolution time with effective Incident Management process improvements.
• Facilitated communication between technical teams and business stakeholders to ensure clear understanding of requirements and expectations from both sides.
• Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.

• Managed complex projects from inception through completion, consistently delivering results on time and within budget constraints.
• Enhanced client satisfaction by identifying and addressing functional gaps in business processes.
• Fostered strong client relationships through effective communication and consistent delivery of high-quality work products.
• Developed comprehensive training materials and conducted workshops for users, ensuring successful adoption of new systems.
• Resolved critical issues impacting project timelines through proactive risk identification and mitigation strategies.
• Spearheaded process improvement initiatives, leading to significant time savings and reduced operational costs for clients.

• Led team of junior engineers, ensuring timely delivery of high-quality support services to clients.
• Increased customer satisfaction by efficiently resolving technical issues and providing exceptional support.
• Conducted daily stand-up meetings, sprint planning sessions, and sprint reviews, ensuring effective communication among team members.
• Coached cross-functional teams on Agile principles, leading to increase in successful project deliveries.
• Encouraged cross-functional collaboration by organizing workshops and training sessions for different departments within organization.

• Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
• Documented technical issues and solutions to enable tracking history and maintain accurate logs.
• Streamlined support processes by creating detailed documentation and knowledge base articles for common issues.
• Authored comprehensive reports on trends observed in customer inquiries, offering insights into potential product improvements or additional services offerings.

• Interacted with clients to resolve issues and answer software-related questions.
• Established positive relationships with clients through clear communication, active listening, and effective problem-solving skills during support interactions.
• Provided training to end users on new and updated systems and software.
• Participated in on-site requirements gathering sessions.

• Project - Building Project (High Rise Residential Towers)

Projects Delivered:

• Yamuna Expressway, Noida
• Himalayan Expressway, Chandigarh
• ROB Project, Jaipur