Lovangika Jain is seeking a career in Information Technology with over 9 years of experience in customer service, training, and operations roles. She has worked for HCL Technologies, Dell International Services, and Wipro BPO in technical support, incident management, and resolving hardware and software issues. She has a B.Tech in Electronics and Communication and is ITIL certified.

1. LOVANGIKA JAIN
301,Nav Anand Van
B/H holy cross school,
Kalyan West
Mumbai
PH-9717663886
Mail to:lovangika1@gmail.com
OBJECTIVE:
To pursue a career in the field of Information Technology, to prepare for responsibilities and contribute
meaningfully to the progress and growth of the organization
PROFESSIONAL EXPERIENCE:
Dynamic, High Energy 9+years’ experienced result oriented professional with proven
abilities in customer service, training and operations for international services.
Organization : HCL Technologies.
Duration : 29th june 2012 – Till Date
Designation : Specialist
Project : DB Coast(Deutsche Bank)
Job Profile : Incident Manager / RDS
Roles and Responsibility as Incident Manager
. Responsible for the effective implementation of the Service desk process
and Incident Management and carry out the respective reporting
process with a team of 8-10 members.
• Technical Lead handling high priority incidents ensuring smooth operations.
• Bringing Service Restoration team on a common platform and establishing communication
channels Viz. Bridge Call or Lync Chat. This team generally has resolver groups, managers and IT
Command Centre.
• Responsible for SLA compliance and its related reports
• Coordinating with other interfaces like Change Management and Problem Management.
• Preparing Weekly Executive Analysis for closed P1/P2 incidents and sending it to Managers,
SDMs GSDM and DU Head.
• Additional Responsibilities as RM/Lead: Training new hires on Incident Management Process.

2. Organization : Dell International Services, Gurgaon.
Duration : 15th June 2009 – 20th June 2012.
Designation : Senior Technical Support Associate.
Project : EMEA
Roles and Responsibility as Senior Technical Support Associate.
 Work efficiently on Incident Management where technician take inbound calls and help
customers in solving technical issues.
 Ensure closure of Incident Cases as per SLA.
 Ensure to meet SLA and give unparalleled client satisfaction. Mentor technicians and give
technical assistance as and when required.
 Worked as A REX in the team for managing the follow up and Customer satisfaction
 Providing hardware and software support on Dell Laptops and Desktops.
Organization : Wipro BPO,Delhi. (Technical Process –AOL)
Duration : 2nd july 2007 – Aug 2008.
Designation : Technical Support Associate.
Project : AOL
Roles and Responsibility as Technical Support Associate.
• The primary role is to work as a member of the Team and support in issues related to IT
Infrastructure.
• To work on a multi-dimensional project in supporting their employees all across the globe
Regarding different services and applications.
• Answer calls, emails and chats as per the requirement of the project.
• Work in a highly competitive and performance based environment with clearly defined Objectives like
Customer Satisfaction, First time resolution, Average Handle Time.
• Training & Mentoring New Individuals joining the production in order to improve the overall Operational
performance
• Act as the primary interface between the Business & Operation’s teams for all live Incident
• Escalate Incidents to the appropriate team & monitor progress to ensure service availability With
minimal delay & impact.
• Monitoring & Evaluating Executives in the operations on quality standards.
• Providing excellent customer service as per defined SLA’s.
SKILL SYNOPSYS:
 Strong leadership and organizational skills.
 Willing to learn for new technologies and skills.
 Hard working, decisive, sincere and motivated with a desire to excel.
 Experience on working on tools like Remedy and service now.

3. EDUCATIONAL QUALIFICATION:
 B Tech (Electronics and Communication) : in2007 from UPTU (UP).with 65%marks.
 12th
in 2002 fromU. P. Board with 62%marks.
 10th
in 2000 fromI.C.S.E Board with75% marks.
CERTIFICATIONS / COURSES:
 ITIL V3 Certified
Professional Experience:
 Training:
Have undergone summer training at B.S.N.L. Kaiserbagh exchange .The training was regarding
AXE EXCHANGE (Transmission).
 Seminar:
Presented seminar on DIRECT TO HOME SERVICE (DTH).The seminar topic was based on
satellite communication. The working of Dish TV through satellites was explained.
 Project:
Presented a project on RADAR USED AS AN OBSTACLE DETECTOR USING HITECH PIR
INTRODUCER. The project was based on PIR sensor. PIR stands for PASSIVE INFRARED.PIR
sensor is basically a motion detector that senses the infrared rays emitting from the living objects
or human body.
Computer Education:
 Computer Knowledge: Good knowledge of computer Fundamentals related to operating system
and its operations on different applications.
 Good Knowledge and Experience of Internet working environment.
Personal Information
 Marital Status: Unmarried.
 Language Known: English,Hindi.
 Strengths:
 Organised, Optimistic, Disciplined and Hard-working.
 Ability to work under pressure and create pressure.
 Comfortable to work in flexible hours.
 Stronginterpersonal andcommunicationskillsincluding: presentation, computer & writing
skills.
Date :
Place : (Lovangika Jain)