HCL TechnologiesIT Analyst/Senior Analyst
Jul. 2007 - Dec. 2012Cracow, Małopolskie, Poland- Did the Shift Lead role in my previous project for about 9 months, managing a team of 9 people, creating the roster, daily, weekly and monthly reports, measuring the quality and managing the queue.
- Working to meet Client requirements and interactions for desired and agreed service and support delivery.
- Analyzed the tickets on monthly basis and initiated affected item analysis to increase FCR% with email closure rate from past few weeks. It is still in WIP status and expecting to see some good improvements and add on for customer.
- Seasoned IT professional with comprehensive business/technical skill set and expertise in business process IT Service management (ITSM), Service and process improvement, requirements analysis, workflow and process flow design , Incident management, leadership, process modeling, customer service, project management etc.
- Administer and provide User Access and Exit controls.
- Windows operating systems, good command of Microsoft Office tools, understanding the network and computer troubleshooting
- As per customer request, technical on-site support 6 times / year in Romania, Finland and Portugal.
- Supporting Romanian, Italian and English.
- Proficient problem-solver who envisions business and technical perspectives to develop workable solutions.
- ITIL Framework and Support Model
- Creating Support and Process documents to ensure quality adherence and agreed service delivery.
- Also coordinating with client and top management to implement best practices of IT Service Management.
- Provide hardware / software / network problem diagnosis / resolution via telephone for customer’s
end users
- Route problems to internal I.M. support staff.
- Coordinate and manage relationships with vendors and support staff that provide hardware /
software / network problem resolution.
- Administer and provide User Access and Exit controls.
- Macintosh and Windows Operating systems.