Vikas Modified1
- 1. VIKAS SOBTI Address: 135 – D, DG – 2, Vikaspuri, New Delhi – 110018 Mobile: +91-9958584219 ~ E-Mail: viks_018@yahoo.com Senior managerial assignments in Incident management/ Quality Analyst/ ITIL Executive Summary Proficient in streamlining processes and training systems with in-depth understanding and continuous optimization of individual, KPI's, SLA’s, objectives and targets. Strong process management, prioritization and multi-tasking capabilities. Excellent leadership, influencing, organization, communication, interpersonal and teamwork skills. Strong ability to isolate problems, analyze data and drive business strategies, decisions, and solutions with a track record as a change agent and transformative force in organizational and operational improvements. Possess excellent problem-solving, analytical and technical troubleshooting skills and committed to seeking and creating quality improvements to existing processes. Currently pursuing CCNA and CCNP Certifications from Aptron Solutions, Noida. Knowledgeof the following Protocols RIP, EIGRP , OSPF and BGP. Knowledgeof Static and Default Routing. Knowledge of NAT, PAT and ip subnetting. Knowledgeof auto and manual summarization. Knowledgeof Redistribution. Knowledgeof VTP, STP, VLAN. Knowledgeof Policy Based Routing, ACL (Access List) and BGP. Knowledgeof Virtual Links, OSPF and EIGRP stubs. IPV6 and IPV4 Addressing. Routefiltering. Knowledge of Trucking and Access ports. Inter Van Routing. Knowledgeof IPV6. KEY RESULT AREAS Operations Management: Formulating operational goals and developing business plans for the achievement of these goals. Generating reports to update the top management. Leading 24x7 Breakdown Process and handling the escalation cases with self-Introspection and execute them with proper resolution Releasing Ado analysis & trends as per client requirement related to customer service and Lead Management on monthly basis. Formulating operational goals and developing business plans for attaining these goals. Process Management: Monitoring the SLA’s and KPI’s for the process, identifying improvement areas and implementing adequate measures to maximise customer satisfaction level. Streamlining overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level. Suggesting alternatives to improve & enhance services standards and reviewing systems to further improve quality. Quality Management/Audits: Devising process parameters, quality evaluation, grading system and testing techniques for evaluation and managing documentation of the same. Conducting internal process audits and process reviews for ensuring strict adherence to the process parameters/systems. Client Servicing:
- 2. Identifying improvement areas based on client feedbacks & implementing effective measures to maximize customer satisfaction. Working as a single point of contact for all clients related enquires and Coordinators. Streamlining process setting and maintaining Critical to Quality (CTQ), Critical to Process (CTP) targets for the process. Understanding the requirements received from the client and coordinating with the client for finalizing requirements and scope. Managing uniformity in the process understanding at the client’s and the organization’s end. CAREER CONTOUR Since Feb’14 with Concentrix Private Ltd. as Lead IT Analyst Accountabilities Providing Feedback to IT Engineers as well as people working at Service Desk. Checking the on High Severity Tickets that whether they areaccepted on time or not. Working as a part of the Incident Management Team for taking care of Incidents and service request. Preparing weekly dashboards for reflecting the performance level of people working at Service Desk. Working as a Quality Lead in IT Operations Teamand the main KRA is to reduce the Process Gaps. Highlights Best Performer Award in “AOL UK Broadband” process for 3 months continuously. Oct’10 – Feb’14 with IBM Global Process Services as Senior Consultant (Projects undertaken: Phillip Morriss) Accountabilities Worked on PROJECT HENRICHO (Business to Business Project) TSC. Extended the technical assistance and performed case documentation. Prepared High Severity Tickets which are critical for process. Provided Technical assistance to the clients on service desk for any problem related with Hardware, software or networking. Aug’05 – Oct’10 with Wipro BPO as Technical Support Specialist Accountabilities Worked as Senior Customer Care Associate (Level 2 technical support). Provided online technical support to customers over internet service relatedissues. Handled incoming calls wherein resolution is not provided by level 1 support. Efficiently handled out-bound calls within given TAT for checking line connection and took the ownership of the accuracy and quality of information on all logged calls. Jun’04 – Jul’05 with Converges India as Technical Support Specialist Accountabilities Provided telephonic support and assistance on technical issues, adhering to process targetsand standards. Worked on the ADSL QUE wherein assistance was provided to the home users. CERTIFICATIONS Network Certification of CCNA - Cisco Certified Network Associate. Microsoft Certification of MCP - Microsoft Certified Professional. Diploma in Hardwareand Networking from Jet-king. Certificate of Web-Centric Computing (CWC) from NIIT, Delhi- (learned SQL, JAVA , PAT, MS Office). Diploma in SecretarialPractice from YMCA, Delhi. ITIL Certified. TECHNICAL SKILLS Proficient in MS Office applications: Word, Excel and PowerPoint. Expertise Knowledge of Printers, scanner and other HardwareDevices Knowledge of Active Directory Services Knowledge of Troubleshooting on Routers and Modem
- 3. BEYOND ACADEMICS Member of the Cricket team at School and college level. Won various Quiz Competitions at School Level. Academic Credentials MBA (Human Resource)from Symbioses, Punein 2009. B. Com. from Delhi University in 2002. Personal Dossier Date of Birth: 18th February 1981 Linguistic Abilities: English, Hindi and Punjabi