SlideShare a Scribd company logo
Areas of Expertise
Incident Management
Client Relation
Problem Analysis
Knowledge Of ITIL
Job Objective
Seeking challenging assignment in the domain of IT service management with an organization of
repute, preferably in Service industry
Summary
• A dynamic professional with nearly 4 years of experience in Service Management, Operations,
resourcing, training and communications plan
Accurate, efficient & methodical in handling assigned tasks
Core Competencies
• Project & Incident Management Support.
• A keen analystwith exceptional interpersonal skills and strong relationship management, team
building, problem solving and organizational abilities
• Liaison with Program Managers, Delivery Heads, Transition Managers and sending timely
dashboards to senior management.
• Tracking and maintaining documents for–Operations,Resourcing, Training and Communication
Plan.
• Maintaining all the program related documents in Knowledge portal.
• Ability to rapidly learn new concepts together with excellent interpersonal skills.
Technical Skills
• MS Office 20072010
• Webex
• Maximo
• ISM
• Citrix Web Client
• Service Now
• TSO
• Lotus Notes
Employment Details
July 2014 to Till Date with IBM India Pvt. Ltd as Change Manager
• Oversee all activities of the Change Management process throughout the life cycle of Change Requests
(CRs)
• Perform initial review of CRs and ensure proper risk& impact analysis is performed thoroughly on all
CRs
• Verify quality of information in Change request
• Reject or defer requests as appropriate, based on the initial review
• Ensure proper planning, scheduling and controlthe movement of changes to test and production
environments.
• Work w ith Project, Production Support and Service delivery managers to prioritize all change requests.
• Table all CRs for a Change Advisory Board (CAB) meeting, issue an agenda and circulate all CRs to
CAB members in advance of meeting to allow prior consideration
• Host and lead Change advisory board (CAB, Urgent CAB and Emergency CAB) meeting involving
Client, Service Delivery Manager, Support teams and Change implementers
• Ensure timing of planned implementations does not conflict with other planned changes or events
• Ensure the Change Management Process is being follow ed as per the process & w orkflowsdefined
• Decide w hich of the requests forchange that have been collected for CAB review should be rejected,
w hich should be fulfilled by the next release, and w hich should be reviewed again during the next CAB
meeting
• Review all implemented and outstanding changes for appropriate status.
• Regularly communicate status of the current changes to all impacted stakeholders.
• Perform Change Post Implementation Review s (CPIR) as and w hen required
• Ensure Configuration Management Database (CMDB) is regularly updated w ith the most recent
information of a configuration item (CI) after each change is performed.
• Develop processes that encourage continualservice improvements
• Document all events and maintain a trackof each change for future references and records
• Produce regular and accurate change management reports
• Provide a point of escalation for change management issues
• Co-ordinate w ith other service lines (Incident, Problem, Configuration and Release Management)
Hemant Tiwari
4th floor 1/C,8th Cross,Munnekollala,Marathahalli,Bangalore.560037
hemanttiwari006@yahoo.com
+91-9900107303
Work Experience
IBM India Pvt. Ltd
Barclays Shared Services.
Dec 2011 to 2014 with IBM India Pvt. Ltd as Incident Manager/Workload Manager
• Driving the efficiencyand effectivenessof the incident management process
• Producing management information, including KPIs and reports
• Monitoring the effectiveness of incident management and making recommendations for improvement
• Developing and maintaining the incident management system
• Driving, developing, managing and maintaining the major incident process and associated procedures
• Review ing and auditing the process
• Managing and validating the high priority tickets.
• Training new agents aboutthe process and ticketflow.
• Managing escalations on the desk and investigating the RCA of the escalations.
• Providing floor supportfor the agents and clearing their doubts.
• Creating and maintaining dailySTART OF THE DAY and END OF THE DAY reports for the
desk.
• Attending DMH (Daily Managers call).
• Receiving new updates from SDM’s and notifying same to the team.
• Performing root cause analysis of the aged priority tickets.
• Initiating calls with different Level 2 support teams to narrow down the process gaps
• Ensuring that all IT teams follow the incident management process for every incident
• Got Best Newcomer award “IBM Means Service Award” from IBM for year of 2012 –
2013
Previous Work Experience
Sept’10 to Dec’11 with Dell International Pvt. Ltd, Bangalore as Sr. Resolution Expert’
Role:
• Took inbound calls supporting customers in USA regarding technical support for
both hardware and software on dell desktops, printers, laptops, OEM products &
third party products and applications .
• I worked as a ‘Resolution Expert’ from May 2011 to October 2011. The role
included providing assistance to L1 technicians & making outbound calls to
customers; for unresolved technical issues, mentoring new joiners’ in the team,
monitoring team’s AHT, handling escalations, responsible for team’s resolution rate,
revenue generation & overall enriched customer experience.
• I have also been supporting Transition queue for DOC, facilitating level two
support to new joiners’ , responsible for team’s revenue, resolution scores, AHT,
audit scores, and above all coaching new joiners’ about policies & procedures to
follow on call as well as about professional & ethical work culture practiced at dell
worldwide.
Aug’08 to Sept’10 with Barclays Shared Services Pvt Ltd,Noida Process Advisor Barclays
Shared Services
Role:
• Was working as a Sr. Process Advisor with Barclays Shared Services in Online
Banking .
• Played an important role in a team, by acting as a Mentor and trained skillset 1 to 3
advisors for regular updates provided by Client on the Barclays banking website.
Nov’06 to July’08 with Wipro BPO as a Sr. Associate
Role:
• Was working as a T.S.S. (Technical supportspecialist) in AOL UK Broadband,& handling an
ACE Team since Dec07.
• Earlier worked as a Level-2 consultant,where my job profile includes handling high end
technical problem for AOL clients and members.
• Played an importantrole in a team, by acting as a Mentor and trained Level-1 consultants for
regular updates provided by Clients.
• Being a part of Escalation team,whereas follow-ups are required with BTand Fujitsu on
regular basis.
• Was a part of AOL talk Pilot batch, in which only 22 bestperformers ofthe process were
Initial Experience
Dell International
Barclays Shared
Services.
Wipro BPO
Academic Details
 B.A in Political Science from Sikkim Manipal Distance Education .
Personal Details
Date of Birth 6th
May, 1987
Languages English, Hindi
Fathers Name Ashok Tiwari
Mother’s Name Leela Tiwari.
Nationality Indian
Hobbies Surfing the net and watching movies.
Declaration I here by declare that all information given by me is
correct in all respect.
Place: Bangalore
Date:
(HEMANT TIWARI)

More Related Content

What's hot

Resume (Manoj Kumar)
Resume (Manoj Kumar)Resume (Manoj Kumar)
Resume (Manoj Kumar)
Manoj Kumar
 
Ganesh ResumeN
Ganesh ResumeNGanesh ResumeN
Ganesh ResumeN
Ganesh Bhat
 
2017 D_Hutto_Resume
2017 D_Hutto_Resume2017 D_Hutto_Resume
2017 D_Hutto_Resume
Donna Rodgers-Hutto
 
Diana Gibbons_PF
Diana Gibbons_PFDiana Gibbons_PF
Diana Gibbons_PF
Diana Gibbons
 
Akshatha Naresh CV
Akshatha Naresh CVAkshatha Naresh CV
Akshatha Naresh CV
Akshatha Naresh
 
Yash s rawat
Yash s rawatYash s rawat
Yash s rawat
Yash Rawat
 
Going Global - Expanding PeopleSoft Internationally
Going Global - Expanding PeopleSoft InternationallyGoing Global - Expanding PeopleSoft Internationally
Going Global - Expanding PeopleSoft Internationally
Emtec Inc.
 
Hitesh Thakkar.resume
Hitesh Thakkar.resumeHitesh Thakkar.resume
Hitesh Thakkar.resume
Hitesh Thakkar
 
puli CV-1
puli CV-1puli CV-1
Patricia Anne Knight Resume 022217
Patricia Anne Knight Resume  022217Patricia Anne Knight Resume  022217
Patricia Anne Knight Resume 022217
Patty Knight
 
Resume
ResumeResume
Resume
Ramu Shastry
 
Advantage IT Ltd_DVLA Exit Report
Advantage IT Ltd_DVLA Exit ReportAdvantage IT Ltd_DVLA Exit Report
Advantage IT Ltd_DVLA Exit Report
Lee Davies
 
Resume_9JUN16
Resume_9JUN16Resume_9JUN16
Resume_9JUN16
Sabastian Haigh
 
Manunath PS -Resume -Updated
Manunath PS -Resume -UpdatedManunath PS -Resume -Updated
Manunath PS -Resume -Updated
Manjunath Setty
 
Top tips for a successful traceability system implemention paula peterson 2015
Top tips for a successful traceability system implemention paula peterson 2015Top tips for a successful traceability system implemention paula peterson 2015
Top tips for a successful traceability system implemention paula peterson 2015
Paula Peterson
 
CV_Grace Montalla
CV_Grace MontallaCV_Grace Montalla
CV_Grace Montalla
Grace Leah Montalla
 
Vamsi Krishna Gudiputi
Vamsi Krishna GudiputiVamsi Krishna Gudiputi
Vamsi Krishna Gudiputi
Vamsi Gudiputi
 
Benchmark roundup – why bother
Benchmark roundup – why botherBenchmark roundup – why bother
Benchmark roundup – why bother
PAS_Team
 
Andrea Houghton CV
Andrea Houghton CVAndrea Houghton CV
Andrea Houghton CV
Andrea Houghton
 
Rethinking planning
Rethinking planningRethinking planning
Rethinking planning
PAS_Team
 

What's hot (20)

Resume (Manoj Kumar)
Resume (Manoj Kumar)Resume (Manoj Kumar)
Resume (Manoj Kumar)
 
Ganesh ResumeN
Ganesh ResumeNGanesh ResumeN
Ganesh ResumeN
 
2017 D_Hutto_Resume
2017 D_Hutto_Resume2017 D_Hutto_Resume
2017 D_Hutto_Resume
 
Diana Gibbons_PF
Diana Gibbons_PFDiana Gibbons_PF
Diana Gibbons_PF
 
Akshatha Naresh CV
Akshatha Naresh CVAkshatha Naresh CV
Akshatha Naresh CV
 
Yash s rawat
Yash s rawatYash s rawat
Yash s rawat
 
Going Global - Expanding PeopleSoft Internationally
Going Global - Expanding PeopleSoft InternationallyGoing Global - Expanding PeopleSoft Internationally
Going Global - Expanding PeopleSoft Internationally
 
Hitesh Thakkar.resume
Hitesh Thakkar.resumeHitesh Thakkar.resume
Hitesh Thakkar.resume
 
puli CV-1
puli CV-1puli CV-1
puli CV-1
 
Patricia Anne Knight Resume 022217
Patricia Anne Knight Resume  022217Patricia Anne Knight Resume  022217
Patricia Anne Knight Resume 022217
 
Resume
ResumeResume
Resume
 
Advantage IT Ltd_DVLA Exit Report
Advantage IT Ltd_DVLA Exit ReportAdvantage IT Ltd_DVLA Exit Report
Advantage IT Ltd_DVLA Exit Report
 
Resume_9JUN16
Resume_9JUN16Resume_9JUN16
Resume_9JUN16
 
Manunath PS -Resume -Updated
Manunath PS -Resume -UpdatedManunath PS -Resume -Updated
Manunath PS -Resume -Updated
 
Top tips for a successful traceability system implemention paula peterson 2015
Top tips for a successful traceability system implemention paula peterson 2015Top tips for a successful traceability system implemention paula peterson 2015
Top tips for a successful traceability system implemention paula peterson 2015
 
CV_Grace Montalla
CV_Grace MontallaCV_Grace Montalla
CV_Grace Montalla
 
Vamsi Krishna Gudiputi
Vamsi Krishna GudiputiVamsi Krishna Gudiputi
Vamsi Krishna Gudiputi
 
Benchmark roundup – why bother
Benchmark roundup – why botherBenchmark roundup – why bother
Benchmark roundup – why bother
 
Andrea Houghton CV
Andrea Houghton CVAndrea Houghton CV
Andrea Houghton CV
 
Rethinking planning
Rethinking planningRethinking planning
Rethinking planning
 

Viewers also liked

Santosh Padma(Resume)
Santosh Padma(Resume)Santosh Padma(Resume)
Santosh Padma(Resume)
Santosh Singh
 
CURRICULUM_VITAE
CURRICULUM_VITAECURRICULUM_VITAE
CURRICULUM_VITAE
shree prakash tiwari
 
SHASHI KUMAR L PROFILE
SHASHI KUMAR L PROFILESHASHI KUMAR L PROFILE
SHASHI KUMAR L PROFILE
Shashi Ganga
 
Rohan Sawant
Rohan SawantRohan Sawant
Rohan Sawant
rohan2410
 
Rajendra Shetty Resuke - Database Architect
Rajendra Shetty Resuke - Database ArchitectRajendra Shetty Resuke - Database Architect
Rajendra Shetty Resuke - Database Architect
Rajendra Shetty
 
Resume_of_Pramod_Kumar
Resume_of_Pramod_KumarResume_of_Pramod_Kumar
Resume_of_Pramod_Kumar
Pramod Kumar
 
resume_new
resume_newresume_new
resume_new
Debayan Mukherjee
 
resume
resumeresume
resume
Nikhil Kapil
 
Resume (1)
Resume (1)Resume (1)
Resume (1)
Shezimol S
 
Sap basis 5 years experience
Sap basis 5 years experienceSap basis 5 years experience
Sap basis 5 years experience
suresh srcm
 
sunil server1
sunil server1sunil server1
sunil server1
sunil shivanna
 
ITSM Vendor Agnostic
ITSM Vendor AgnosticITSM Vendor Agnostic
ITSM Vendor Agnostic
Larry Slobodzian
 
akshay cv
akshay cvakshay cv
akshay cv
AKSHAY SINGH
 
Resume
ResumeResume

Viewers also liked (14)

Santosh Padma(Resume)
Santosh Padma(Resume)Santosh Padma(Resume)
Santosh Padma(Resume)
 
CURRICULUM_VITAE
CURRICULUM_VITAECURRICULUM_VITAE
CURRICULUM_VITAE
 
SHASHI KUMAR L PROFILE
SHASHI KUMAR L PROFILESHASHI KUMAR L PROFILE
SHASHI KUMAR L PROFILE
 
Rohan Sawant
Rohan SawantRohan Sawant
Rohan Sawant
 
Rajendra Shetty Resuke - Database Architect
Rajendra Shetty Resuke - Database ArchitectRajendra Shetty Resuke - Database Architect
Rajendra Shetty Resuke - Database Architect
 
Resume_of_Pramod_Kumar
Resume_of_Pramod_KumarResume_of_Pramod_Kumar
Resume_of_Pramod_Kumar
 
resume_new
resume_newresume_new
resume_new
 
resume
resumeresume
resume
 
Resume (1)
Resume (1)Resume (1)
Resume (1)
 
Sap basis 5 years experience
Sap basis 5 years experienceSap basis 5 years experience
Sap basis 5 years experience
 
sunil server1
sunil server1sunil server1
sunil server1
 
ITSM Vendor Agnostic
ITSM Vendor AgnosticITSM Vendor Agnostic
ITSM Vendor Agnostic
 
akshay cv
akshay cvakshay cv
akshay cv
 
Resume
ResumeResume
Resume
 

Similar to Nauk Yahoo Resume

Yaho00o resume
Yaho00o resumeYaho00o resume
Yaho00o resume
Hemant Tiwari
 
Professional and Motivated
Professional and MotivatedProfessional and Motivated
Professional and Motivated
Nykki Humphrey
 
CV_Saurabh_Sanwal
CV_Saurabh_SanwalCV_Saurabh_Sanwal
CV_Saurabh_Sanwal
Saurabh Sanwal
 
Baibhav Raj_Change Management
Baibhav Raj_Change ManagementBaibhav Raj_Change Management
Baibhav Raj_Change Management
Baibhav Raj
 
MOHD UVAID RESUME
MOHD UVAID RESUMEMOHD UVAID RESUME
MOHD UVAID RESUME
Mohd Uvaid
 
Shilpa CV
Shilpa CVShilpa CV
Shilpa CV
Shilpa C
 
Neetha S Nichani
Neetha S NichaniNeetha S Nichani
Neetha S Nichani
Neetha S
 
KT_CV_23Jan17
KT_CV_23Jan17KT_CV_23Jan17
KT_CV_23Jan17
Kevin Thomas
 
Hariharasudan_Sethumadavan_Productionsupport
Hariharasudan_Sethumadavan_ProductionsupportHariharasudan_Sethumadavan_Productionsupport
Hariharasudan_Sethumadavan_Productionsupport
Hariharasudan Sethumadavan
 
Yash S Rawat CV-Rel
Yash S Rawat CV-RelYash S Rawat CV-Rel
Yash S Rawat CV-Rel
Yash Rawat
 
Naveen Kumar Srivastav
Naveen Kumar SrivastavNaveen Kumar Srivastav
Naveen Kumar Srivastav
Naveen Srivastav
 
Revathi - Resume
Revathi - ResumeRevathi - Resume
Alexander Rhea Resume
Alexander Rhea ResumeAlexander Rhea Resume
Alexander Rhea Resume
Alex Rhea
 
Puneeth T New resume
Puneeth T New resume Puneeth T New resume
Puneeth T New resume
Puneeth Thammaiah
 
Service Management
Service ManagementService Management
Service Management
Rajinikanth Lakshmikanthan
 
Resume
ResumeResume
One Slider Profile Vijayasarathy Thangarajan
One Slider Profile Vijayasarathy ThangarajanOne Slider Profile Vijayasarathy Thangarajan
One Slider Profile Vijayasarathy Thangarajan
VijayasarathyThangar
 
Vaibhav Kumar Resume
Vaibhav Kumar ResumeVaibhav Kumar Resume
Vaibhav Kumar Resume
vaibhav kumar
 
July 2017 cv current
July 2017 cv currentJuly 2017 cv current
July 2017 cv current
Lloyd McIntosh
 
Resume - Sanjit Mitra
Resume - Sanjit MitraResume - Sanjit Mitra
Resume - Sanjit Mitra
Sanjit Mitra
 

Similar to Nauk Yahoo Resume (20)

Yaho00o resume
Yaho00o resumeYaho00o resume
Yaho00o resume
 
Professional and Motivated
Professional and MotivatedProfessional and Motivated
Professional and Motivated
 
CV_Saurabh_Sanwal
CV_Saurabh_SanwalCV_Saurabh_Sanwal
CV_Saurabh_Sanwal
 
Baibhav Raj_Change Management
Baibhav Raj_Change ManagementBaibhav Raj_Change Management
Baibhav Raj_Change Management
 
MOHD UVAID RESUME
MOHD UVAID RESUMEMOHD UVAID RESUME
MOHD UVAID RESUME
 
Shilpa CV
Shilpa CVShilpa CV
Shilpa CV
 
Neetha S Nichani
Neetha S NichaniNeetha S Nichani
Neetha S Nichani
 
KT_CV_23Jan17
KT_CV_23Jan17KT_CV_23Jan17
KT_CV_23Jan17
 
Hariharasudan_Sethumadavan_Productionsupport
Hariharasudan_Sethumadavan_ProductionsupportHariharasudan_Sethumadavan_Productionsupport
Hariharasudan_Sethumadavan_Productionsupport
 
Yash S Rawat CV-Rel
Yash S Rawat CV-RelYash S Rawat CV-Rel
Yash S Rawat CV-Rel
 
Naveen Kumar Srivastav
Naveen Kumar SrivastavNaveen Kumar Srivastav
Naveen Kumar Srivastav
 
Revathi - Resume
Revathi - ResumeRevathi - Resume
Revathi - Resume
 
Alexander Rhea Resume
Alexander Rhea ResumeAlexander Rhea Resume
Alexander Rhea Resume
 
Puneeth T New resume
Puneeth T New resume Puneeth T New resume
Puneeth T New resume
 
Service Management
Service ManagementService Management
Service Management
 
Resume
ResumeResume
Resume
 
One Slider Profile Vijayasarathy Thangarajan
One Slider Profile Vijayasarathy ThangarajanOne Slider Profile Vijayasarathy Thangarajan
One Slider Profile Vijayasarathy Thangarajan
 
Vaibhav Kumar Resume
Vaibhav Kumar ResumeVaibhav Kumar Resume
Vaibhav Kumar Resume
 
July 2017 cv current
July 2017 cv currentJuly 2017 cv current
July 2017 cv current
 
Resume - Sanjit Mitra
Resume - Sanjit MitraResume - Sanjit Mitra
Resume - Sanjit Mitra
 

Nauk Yahoo Resume

  • 1. Areas of Expertise Incident Management Client Relation Problem Analysis Knowledge Of ITIL Job Objective Seeking challenging assignment in the domain of IT service management with an organization of repute, preferably in Service industry Summary • A dynamic professional with nearly 4 years of experience in Service Management, Operations, resourcing, training and communications plan Accurate, efficient & methodical in handling assigned tasks Core Competencies • Project & Incident Management Support. • A keen analystwith exceptional interpersonal skills and strong relationship management, team building, problem solving and organizational abilities • Liaison with Program Managers, Delivery Heads, Transition Managers and sending timely dashboards to senior management. • Tracking and maintaining documents for–Operations,Resourcing, Training and Communication Plan. • Maintaining all the program related documents in Knowledge portal. • Ability to rapidly learn new concepts together with excellent interpersonal skills. Technical Skills • MS Office 20072010 • Webex • Maximo • ISM • Citrix Web Client • Service Now • TSO • Lotus Notes Employment Details July 2014 to Till Date with IBM India Pvt. Ltd as Change Manager • Oversee all activities of the Change Management process throughout the life cycle of Change Requests (CRs) • Perform initial review of CRs and ensure proper risk& impact analysis is performed thoroughly on all CRs • Verify quality of information in Change request • Reject or defer requests as appropriate, based on the initial review • Ensure proper planning, scheduling and controlthe movement of changes to test and production environments. • Work w ith Project, Production Support and Service delivery managers to prioritize all change requests. • Table all CRs for a Change Advisory Board (CAB) meeting, issue an agenda and circulate all CRs to CAB members in advance of meeting to allow prior consideration • Host and lead Change advisory board (CAB, Urgent CAB and Emergency CAB) meeting involving Client, Service Delivery Manager, Support teams and Change implementers • Ensure timing of planned implementations does not conflict with other planned changes or events • Ensure the Change Management Process is being follow ed as per the process & w orkflowsdefined • Decide w hich of the requests forchange that have been collected for CAB review should be rejected, w hich should be fulfilled by the next release, and w hich should be reviewed again during the next CAB meeting • Review all implemented and outstanding changes for appropriate status. • Regularly communicate status of the current changes to all impacted stakeholders. • Perform Change Post Implementation Review s (CPIR) as and w hen required • Ensure Configuration Management Database (CMDB) is regularly updated w ith the most recent information of a configuration item (CI) after each change is performed. • Develop processes that encourage continualservice improvements • Document all events and maintain a trackof each change for future references and records • Produce regular and accurate change management reports • Provide a point of escalation for change management issues • Co-ordinate w ith other service lines (Incident, Problem, Configuration and Release Management) Hemant Tiwari 4th floor 1/C,8th Cross,Munnekollala,Marathahalli,Bangalore.560037 hemanttiwari006@yahoo.com +91-9900107303 Work Experience IBM India Pvt. Ltd
  • 2. Barclays Shared Services. Dec 2011 to 2014 with IBM India Pvt. Ltd as Incident Manager/Workload Manager • Driving the efficiencyand effectivenessof the incident management process • Producing management information, including KPIs and reports • Monitoring the effectiveness of incident management and making recommendations for improvement • Developing and maintaining the incident management system • Driving, developing, managing and maintaining the major incident process and associated procedures • Review ing and auditing the process • Managing and validating the high priority tickets. • Training new agents aboutthe process and ticketflow. • Managing escalations on the desk and investigating the RCA of the escalations. • Providing floor supportfor the agents and clearing their doubts. • Creating and maintaining dailySTART OF THE DAY and END OF THE DAY reports for the desk. • Attending DMH (Daily Managers call). • Receiving new updates from SDM’s and notifying same to the team. • Performing root cause analysis of the aged priority tickets. • Initiating calls with different Level 2 support teams to narrow down the process gaps • Ensuring that all IT teams follow the incident management process for every incident • Got Best Newcomer award “IBM Means Service Award” from IBM for year of 2012 – 2013 Previous Work Experience Sept’10 to Dec’11 with Dell International Pvt. Ltd, Bangalore as Sr. Resolution Expert’ Role: • Took inbound calls supporting customers in USA regarding technical support for both hardware and software on dell desktops, printers, laptops, OEM products & third party products and applications . • I worked as a ‘Resolution Expert’ from May 2011 to October 2011. The role included providing assistance to L1 technicians & making outbound calls to customers; for unresolved technical issues, mentoring new joiners’ in the team, monitoring team’s AHT, handling escalations, responsible for team’s resolution rate, revenue generation & overall enriched customer experience. • I have also been supporting Transition queue for DOC, facilitating level two support to new joiners’ , responsible for team’s revenue, resolution scores, AHT, audit scores, and above all coaching new joiners’ about policies & procedures to follow on call as well as about professional & ethical work culture practiced at dell worldwide. Aug’08 to Sept’10 with Barclays Shared Services Pvt Ltd,Noida Process Advisor Barclays Shared Services Role: • Was working as a Sr. Process Advisor with Barclays Shared Services in Online Banking . • Played an important role in a team, by acting as a Mentor and trained skillset 1 to 3 advisors for regular updates provided by Client on the Barclays banking website. Nov’06 to July’08 with Wipro BPO as a Sr. Associate Role: • Was working as a T.S.S. (Technical supportspecialist) in AOL UK Broadband,& handling an ACE Team since Dec07. • Earlier worked as a Level-2 consultant,where my job profile includes handling high end technical problem for AOL clients and members. • Played an importantrole in a team, by acting as a Mentor and trained Level-1 consultants for regular updates provided by Clients. • Being a part of Escalation team,whereas follow-ups are required with BTand Fujitsu on regular basis. • Was a part of AOL talk Pilot batch, in which only 22 bestperformers ofthe process were Initial Experience Dell International Barclays Shared Services. Wipro BPO
  • 3. Academic Details  B.A in Political Science from Sikkim Manipal Distance Education . Personal Details Date of Birth 6th May, 1987 Languages English, Hindi Fathers Name Ashok Tiwari Mother’s Name Leela Tiwari. Nationality Indian Hobbies Surfing the net and watching movies. Declaration I here by declare that all information given by me is correct in all respect. Place: Bangalore Date: (HEMANT TIWARI)