Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

Yogendra Kaushik

IT Analyst
Faridabad

Summary

Adept ITSM Process Lead with a proven track record at Tata Consultancy Services Limited, enhancing organizational agility and system stability through scalable ITSM processes and robust problem management. Skilled in Incident and Service Level Management, I excel in cross-functional collaboration and mentoring, significantly improving IT service delivery and team performance. Multitasking Incident Manager with a background in remediation planning and execution. A determined employee with over 6 years of successfully handling high priority incidents and finding ways to limit impact. Committed to remaining poised and calm in high pressure situations.

Overview

10
10
years of professional experience
3
3
Certifications

Work History

ITSM Process Lead

Tata Consultancy Services Limited
Gurgaon
12.2018 - Current
  • Enhanced organizational agility by introducing scalable ITSM processes that can accommodate changing business requirements and technology advancements.
  • Collaborated with cross-functional teams for seamless integration of ITSM processes into existing organizational workflows.
  • Developed comprehensive documentation for ITSM processes, resulting in increased transparency and understanding among team members.
  • Conducted regular audits of ITSM processes to ensure compliance with internal policies and industry standards.
  • Improved IT service delivery by streamlining ITSM processes and implementing best practices.
  • Implemented robust Problem Management procedures, leading to a reduction in recurring incidents and improved system stability.
  • Evaluated emerging trends in the field of IT Service Management, incorporating relevant innovations into current practices for continuous improvement.
  • Trained and mentored junior team members to strengthen their understanding of ITSM principles and enhance overall team performance.

Solution Engineer

Proclick Services
04.2018 - 10.2018
  • Delivered comprehensive technical support to customers, ensuring prompt resolution of issues and increased client satisfaction levels.
  • Installed and configured computer hardware, software and peripheral packages.
  • Translated technical concepts and information into terms parties could easily comprehend.
  • Optimized system performance through thorough testing, troubleshooting, and continuous improvement initiatives.

Technical Support Engineer

Enjence IT Services
10.2014 - 08.2017
  • Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
  • Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
  • Improved client satisfaction with personalized troubleshooting sessions that catered to individual needs and skill levels.
  • Installed and configured operating systems and applications.
  • Installed, configured and maintained computer systems and network connections.
  • Configured hardware, devices, and software to set up work stations for employees.

Education

B.Tech - Computer Science

Advanced Institute of Tech & Mgmt.
Palwal
04.2001 -

Skills

Incident Management

Problem Management

Service Level Management

Change Manager

CMDB Manager

ServiceNow, ITIL4

Languages

English
Upper intermediate (B2)
Hindi
Bilingual or Proficient (C2)

Certification

AZ 900

Timeline

DP 900

03-2024

AZ 900

06-2022

ITIL4

04-2019

ITSM Process Lead

Tata Consultancy Services Limited
12.2018 - Current

Solution Engineer

Proclick Services
04.2018 - 10.2018

Technical Support Engineer

Enjence IT Services
10.2014 - 08.2017

B.Tech - Computer Science

Advanced Institute of Tech & Mgmt.
04.2001 -

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Yogendra KaushikIT Analyst