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Summary

* 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

Responsibilities: 

• 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

IBM

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

IBM

Responsibilities:

  • 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.

Education

20132015

M.B.A

National University

Information Technology

20102013

B.C.A.

Jaipur National University

Computer Application

Skills

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

Clients

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)

References

Vivek Dutta

IBM

Jitender Rawat

Sr. Manager Technology, Sapient Inc