Analyst-Process Quality (Queue Manager) for Xerox – A Leading Client for Mphasis – an HP Company.

To work in a dynamic and growth oriented organization to achieve outstanding results, add value to the organization and enrich myself in the process

• Preparing Reports on Daily Basis and engaging the team to follow up on the same.
• Engaging the intervention between The second level support team and the end user.
• Excellent Knowledge about Advanced Excel.
• Excellent analytical and Presentation skills.
• Preparing MOM (minutes of the meeting) and discussing it with the team.
• Working as a Document Coordinator for updating the Knowledge Base.
• Checking the Ageing of the ticket and assigning them to the respective groups.
• Maintaining analytical reports of the tickets and sending a copy to the agents to perform corrective measures.
• Scrubbing the tickets on daily basis and engaging the team leaders and the agents to get the resolution on the same.
• Rectifying the mistakes done by the employees and providing training to them if required.
• Conducting Trainings for Desktop Applications, MS Applications, Blackberry / Windows Mobile (Active Sync) Phones for New Agents for Xerox Process.
• Strong knowledge in installation, configuration and real time trouble shooting.
• Knowledge in Incident / Change Management / Problem Management / Crisis Management
• Handling Escalations, Attending Calibration calls.
• Attending conference calls on weekly basis to sort issues pertaining to the Client Related Applications, Blackberry.
• Maintaining the attendance sheet of the employees.
• Responsible for process deliverables as per agreed SLA's and quality.
• Creating analytical reports to meet the SLA’s
• MIS & Reports for team communication.
• Facilitate to meet contractual obligations and client expectations.
• Resolving Issues for Client based in US, Canada & UK pertaining to their desktop PC’s or Laptops.
• Supporting Client Softwares includes VPN (Virtual Private Network)
• Supporting Client Web Applications – If a Client wants to update any information on their websites or the appearance.
• Dealing with Client’s Account Issues related with Active Directory.
• Dealing with Client’s Mail / File server Issues and malfunctions faced by the clients.
• Also Supporting Client for their Windows Phone / Blackberry
(Activating their new Blackberry phones / Windows Mobile (Active Sync) Phones and setting up their email account on the same.
• Taking over User’s Computer Screen and Resolving the Issues in case if Level 1 and Level 2 Agent are unable to resolve it.

BCOM Mittal College Of Commerce & Arts(March- 2008) Mumbai University
HSC ST. Anne’s College of Commerce & Science(March- 2005)Mumbai University
S.S.C. St. Anne’s High School (March 2003) Maharashtra Board

Certification In OFFICE AUTOMATION from Maharashtra Business Training Board.
Certification In TAXATION from Maharashtra Business Training Board.
Certification In COMPUTERISED ACCOUNTING from Maharashtra Business Training Board.
Internal Certifications Like ITIL, SIX SIGMA, Qulaity minded, Project Management,Software Testing and so on