Vikas Sobti is a senior manager with over 15 years of experience in incident management, quality analysis, and ITIL. He has strong leadership, communication, and problem-solving skills. Currently he is pursuing CCNA and CCNP certifications. His career includes roles as a lead IT analyst, senior consultant, and technical support specialist, where he monitored SLAs and KPIs, conducted audits, and provided technical assistance to clients.

1. VIKAS SOBTI
Address: 135 – D, DG – 2, Vikaspuri, New Delhi – 110018
Mobile: +91-9958584219 ~ E-Mail: viks_018@yahoo.com
Senior managerial assignments in Incident management/ Quality Analyst/ ITIL
Executive Summary
 Proficient in streamlining processes and training systems with in-depth understanding and continuous optimization of
individual, KPI's, SLA’s, objectives and targets.
 Strong process management, prioritization and multi-tasking capabilities.
 Excellent leadership, influencing, organization, communication, interpersonal and teamwork skills.
 Strong ability to isolate problems, analyze data and drive business strategies, decisions, and solutions with a track
record as a change agent and transformative force in organizational and operational improvements.
 Possess excellent problem-solving, analytical and technical troubleshooting skills and committed to seeking and
creating quality improvements to existing processes.
 Currently pursuing CCNA and CCNP Certifications from Aptron Solutions, Noida.
 Knowledgeof the following Protocols RIP, EIGRP , OSPF and BGP.
 Knowledgeof Static and Default Routing.
 Knowledge of NAT, PAT and ip subnetting.
 Knowledgeof auto and manual summarization.
 Knowledgeof Redistribution.
 Knowledgeof VTP, STP, VLAN.
 Knowledgeof Policy Based Routing, ACL (Access List) and BGP.
 Knowledgeof Virtual Links, OSPF and EIGRP stubs.
 IPV6 and IPV4 Addressing.
 Routefiltering.
 Knowledge of Trucking and Access ports.
 Inter Van Routing.
 Knowledgeof IPV6.
KEY RESULT AREAS
Operations Management:
 Formulating operational goals and developing business plans for the achievement of these goals.
 Generating reports to update the top management.
 Leading 24x7 Breakdown Process and handling the escalation cases with self-Introspection and execute them with
proper resolution
 Releasing Ado analysis & trends as per client requirement related to customer service and Lead Management on
monthly basis.
 Formulating operational goals and developing business plans for attaining these goals.
Process Management:
 Monitoring the SLA’s and KPI’s for the process, identifying improvement areas and implementing adequate measures
to maximise customer satisfaction level.
 Streamlining overall functioning of processes, identifying improvement areas and implementing adequate measures
to maximize customer satisfaction level.
 Suggesting alternatives to improve & enhance services standards and reviewing systems to further improve quality.
Quality Management/Audits:
 Devising process parameters, quality evaluation, grading system and testing techniques for evaluation and managing
documentation of the same.
 Conducting internal process audits and process reviews for ensuring strict adherence to the process
parameters/systems.
Client Servicing:

2.  Identifying improvement areas based on client feedbacks & implementing effective measures to maximize customer
satisfaction.
 Working as a single point of contact for all clients related enquires and Coordinators.
 Streamlining process setting and maintaining Critical to Quality (CTQ), Critical to Process (CTP) targets for the process.
 Understanding the requirements received from the client and coordinating with the client for finalizing requirements
and scope.
 Managing uniformity in the process understanding at the client’s and the organization’s end.
CAREER CONTOUR
Since Feb’14 with Concentrix Private Ltd. as Lead IT Analyst
Accountabilities
 Providing Feedback to IT Engineers as well as people working at Service Desk.
 Checking the on High Severity Tickets that whether they areaccepted on time or not.
 Working as a part of the Incident Management Team for taking care of Incidents and service request.
 Preparing weekly dashboards for reflecting the performance level of people working at Service Desk.
 Working as a Quality Lead in IT Operations Teamand the main KRA is to reduce the Process Gaps.
Highlights
 Best Performer Award in “AOL UK Broadband” process for 3 months continuously.
Oct’10 – Feb’14 with IBM Global Process Services as Senior Consultant (Projects undertaken: Phillip Morriss)
Accountabilities
 Worked on PROJECT HENRICHO (Business to Business Project) TSC.
 Extended the technical assistance and performed case documentation.
 Prepared High Severity Tickets which are critical for process.
 Provided Technical assistance to the clients on service desk for any problem related with Hardware, software or
networking.
Aug’05 – Oct’10 with Wipro BPO as Technical Support Specialist
Accountabilities
 Worked as Senior Customer Care Associate (Level 2 technical support).
 Provided online technical support to customers over internet service relatedissues.
 Handled incoming calls wherein resolution is not provided by level 1 support.
 Efficiently handled out-bound calls within given TAT for checking line connection and took the ownership of the
accuracy and quality of information on all logged calls.
Jun’04 – Jul’05 with Converges India as Technical Support Specialist
Accountabilities
 Provided telephonic support and assistance on technical issues, adhering to process targetsand standards.
 Worked on the ADSL QUE wherein assistance was provided to the home users.
CERTIFICATIONS
 Network Certification of CCNA - Cisco Certified Network Associate.
 Microsoft Certification of MCP - Microsoft Certified Professional.
 Diploma in Hardwareand Networking from Jet-king.
 Certificate of Web-Centric Computing (CWC) from NIIT, Delhi- (learned SQL, JAVA , PAT, MS Office).
 Diploma in SecretarialPractice from YMCA, Delhi.
 ITIL Certified.
TECHNICAL SKILLS
 Proficient in MS Office applications: Word, Excel and PowerPoint.
 Expertise Knowledge of Printers, scanner and other HardwareDevices
 Knowledge of Active Directory Services
 Knowledge of Troubleshooting on Routers and Modem

3. BEYOND ACADEMICS
 Member of the Cricket team at School and college level.
 Won various Quiz Competitions at School Level.
Academic Credentials
 MBA (Human Resource)from Symbioses, Punein 2009.
 B. Com. from Delhi University in 2002.
Personal Dossier
Date of Birth: 18th February 1981
Linguistic Abilities: English, Hindi and Punjabi