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* Experienced Quality Analyst seeking to benefit an IT Department with complex technical knowledge and strong leadership skills.

* Technical support professional with extensive IT background.

* Enjoys troubleshooting to find solutions to technical issues.

Work experience

May 2014Present

Quality Analyst

Global Logic


• Provide support to partners via e- mail communication

• Research and analysis of partners concerns, identify possible issues and addressing the same in allotted time slot

• Proactively verify the information provided by the partners and make the required checks to ensure quality and best end user experience

• Training and development of new team members and assistance in reporting process

• Sync up with different teams internationally

• Peer quality review for overall improved team productivity

• Working as a core team member responsible for partner interaction and timely completion of the process which included detailed feed validation and QA for partners across US, UK & Europe till their final launch.

• Reporting and analyzing bugs for severity and priority levels; and identifying and tracking defects until their closure.

• Optimize existing processes, and provide feedback on tools and processes used.

• Proficient in offsite-onshore coordination with different client side teams.

May 2008Jul 2009

Lead Quality Analyst


Monitoring quality of the calls according to the set parameters and making feedback reports.

  • Taking calls to survey the ongoing calling issues and offering improvement tips and feedback to the erring agents.
  • Training batches of customer services agents on Quality content and collating their feedback for self-improvement.
  • Started a new project of mentor-mentee on the floor. Received recognition on its success.
  • Doing dipstick (randomly questioning the working knowledge) of the agents for the updates.
  • Generating daily Defect management System (DMS) reports for agents and advising them everyday on any call failures.
  • Providing Quality sessions for the new batches. Done quality trainings such as Yellow Belt on Six Sigma, Pace and BQT training.

• Conducting regular team huddles and sessions with the team members and updating them about the process.

Oct 2006May 2008

Team Member



  • Providing technical support over the phone to all IT users.
  • Handling incoming incidents via the phone/e-mail promptly and effectively.
  • Diagnosing and resolving a wide range of technical issues over the phone.
  • Take ownership of a call and seeing it through to closure.
  • Escalating calls and issues where necessary to senior managers & team leaders. Investigating and implementing ways of reducing calls to the Help Desk.
  • Ensuring that all call details are captured and entered in the logging software. Updating support documentation.
  • Answering & responding to all calls & requests within agreed time scales. Keeping customers updated as to progress.
  • Provide troubleshooting and configuration support for client desktop and networking environment.




National University

Information Technology



Jaipur National University

Computer Application


Information Technology
Windows XP/Vista/7/8
Microsoft Office expert
Quality Assurance
CISCO Certified Network Associate (CCNA)
Content management systems
Content engineering


Clients include: IBM, Intuit, UHG, and Google.

Personal Information

* Place of Birth: Guwahati, India

* Date of Birth: 26th of January, 1986

* Present Resident in New Delhi, India

* Sex: Male

* Status: Married with 1 child (age 3)

* Hobbies: International Travel, Learn New Technology, Computer Games

* Travel Document - L5888852 (Date Of Expiry - 23/12/2023)


Vivek Dutta


Jitender Rawat

Sr. Manager Technology, Sapient Inc