1. RESUME
F 254 Ist Floor
Anshuman Jhala Sushant Lok Phase 2 Sector 57
Gurgaon
Contact #: 9811215567,
Email: - Anshuman.Jhala@gmail.com.
Genesis
Be the best at all times and all places where individual skill & team spirit is recognized and
rewarded.
Work Experience
More than Eleven years of Contact Centre experience (Full Time).
Convergys India Services 11/08/03 till Date….
Role: -
 Working as a Senior Team Manager since Apr 2011
 I have been Part of ITSI Initiatives to ensure next business day delivery of lot of Items in
Service catalog.
 Transitioning new processes introduced into Central Service Request team from across
multiple technical workgroups and Convergys internal projects.
 Worked with the PeopleSoft reporting team to get access setup for PeopleSoft Reports,
which helped us in tracking requests related to Procurement.
 Monitoring and managing event costs, schedules, timelines/SLA, feedbacks (POSE) and
escalations.
 Make changes to existing routing of Interactions/Incidents based on Services and Locations
(CMDB, SMS).
 Worked with SMS Production Support in ensuring all the Orphan Catalog request are
catered & assigned to responsible workgroup.
 Organize or conduct technical training for the team and analyze/audit their work to ensure
quality, performance and customer satisfaction.
 As an SME, the point of escalation for all issues and coordinating any further escalations or
interactions required with technical and administrative workgroups across Convergys.
 Initiate, plan and manage process improvement projects.
 Provided training to the team on the MDM Console & ensured all corporate paid devices are
enrolled with MDM.
 Managing Service Request, Service Desk & Wireless operations within CVG.
 Responsible for quick and correct escalation of various Client and Convergys development
and production Server issues. Creating requests for granting access to the various
development servers.
 Responsible for handling all kinds of technical issues that an employee/client may face in
their day to day work applications like Lotus
Notes,Outlook,VPN,Windows,portal,Mainframe,As400,CRDB,TKS,Password resets Etc.

2. Key achievements and activities in current job/role
 Migrated all BB Users across Convergys to other Smart phone devices
along with MDM Enrollment smoothly in a phased manner.
 Rated QPC in 2012 & Annual Ace in 2011.
 Received the GTS "Performance That Inspires for Outstanding Service
Award" twice - June 2012 (Reduction time in MS Office request) and August 2012
(significant POSE improvements and 0 defects in August)
 ITSI - File share access requests with DETS - brought down turnaround
from over 4 days to next business day (involved in research, compilation of all
access lists & owner information, project execution)
 ITSI - Microsoft Office requests for administrative employees -
turnaround time down from over 6 days to same/next business day (set up all the
SCCM collections/advertisements and monitoring dashboard for the SR team)
 Consolidation of all huge CVG approved/licensed software’s into a
centralized dump. Compilation of all DFS software’s for easy location across all CVG
regions
 Real time SMS/Service Request dashboards which to this day helps
reduce turnaround time and avoid escalations & now real time metrics
 Maintained the Central Service Request team SLA above 99% year after
year on service request fulfillment
 Multiple internal process improvement initiatives towards same/next
day fulfillment
 Participated and got trained on Six Sigma Yellow Belt & White Belt
Certification.
 Completed ITIL Intermediate & Version 3 Certification.
I have worked as a Support Engineer before been promoted as a Team Manager.
 I have been providing support across a wide range of applications including Blackberry, VPN,
IX, Lotus Notes, CMS, and Client & MS Office Tools etc.
 Checking WMS IR & SR for providing quick resolution and process growth.
 Worked as Shift Supervisor & helped the new team members in understanding the process
of tickets.
 Analyzed WAH-Support ticket to find out the most common issues and the respective
resolutions given by the concerned Workgroup.
 Previous role in Service Desk is as follows:-

3.  It involves being single point of contact between Corporate
Employees, Clients and Convergys while Informing, guiding & advising the
Clients and Operations about all aspects of service delivery & disruptions.
 It includes understanding the various Hardware & Software issues of the Convergys
employees scattered all around the world (68 sites worldwide).
 We provide them the first & last level solutions & also escalate the issues to the technicians
were & when required.
 Desktop support: It mainly involves handling all kinds of technical issues that an employee /
client may face in their day to day work applications like Lotus Notes, VPN, Windows, Portal,
Mainframe, AS400, CRDB, TKS, Password resets ETC.
 Coordinating in Rapid Response bridges and conference
Calls, along with Incident Management team to ensure quick recovery of service-
degradations to agreed or expected SLA.
V-Customer India Services 30/10/02-1/5/03
Role: -
 The Operation Involve Inbound Customer Service with a commitment to provide customers
with quality driven services. It involved Order taking & providing customer service for
generating interest in the product.
 Worked in an outbound calling program involving selling & cross selling with targeted
promotions.
Education Qualification.
 Masters in commerce with specialization in Business Admin from Commerce college kota
(Raj).
 :Graduate in Commerce from M.D.S University ,Ajmer(Raj)
 : Sr.Higher Sec. From CBSE,Babina (UP)
 :Secondary from CBSE,Babina (UP)
Technical Skills
 Expertise in handling Rapid Response bridges and conference calls.
 Experienced in providing Level-1 multi-channel support across a wide range of applications
including, Employee portal, Blackberry, MS, VPN, IEX, Lotus Notes, Outlook & Digital
Solutions, etc.
 LANDesk: Accessing LANDesk through Console, creating scripts for software
deployments, converting exe's to LANDesk formats Running UDD (Unmanaged
Deployment of LANDesk clients thru LANDesk Core server.
 Symantec Anti Virus: Deployment Through Console, Cleaning infected pc’s checking
Definitions, clearing caches etc.
 VPN: Configuration of VPN, troubleshooting. CVG Applications: Installation of Applications
like Advisor, Super view, CMS, CCMS, MS-Office, Internet Explorer Etc, troubleshooting
Steps.

4. :
Technical Qualification.
 Knowledge of Computer Fundamental.
 :Proficiency in MS DOS ,MS Word, MS Excel ,MS PowerPoint
 : MCP Certified.
Extra Curricular Activities
 .Having NCC ‘C’ Certificate (Air Wing)
 : Organizing Events.
Hobbies,
Reading, Visiting Historical Monuments, Listening to Music etc
Key Strength
Hardworking, Sincere and honest towards duties & attitude to take Responsibilities
Personal Details.
Name: -Anshuman Jhala
Father’s Name: - Lt.Col Randhir Singh
Date of birth: - 1st
Aug .1980
.