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Mayank Tiwari(An ITIL Certified Professional)

Mobile: +919818696864, Email: reachmayanktiwari@gmail.com

8 Years of Experience in the area of:

I.T. Service Desk Operations Process Improvement Training & Development

Expertise in mapping business requirements & tracking continuous process improvement Coordinating in developing and implementing process with the pre-set guidelines. Identify & develop business opportunities for the organization by establishing a healthy client relationship and

ensuring excellent service delivery.

Work Experience

IBM Daksh\India, Gurgaon: May 2007 – till Date

Currently working as Front Line Manager with Technical Services Competency (effective June 06, 2014 onwards)

Worked as Lead Operations with Technical Services Competency (Jun 2010-Jun 2014) Worked as Sr. Executive with Technical Services Competency (Jan 2009-Jun 2010) Worked as Executive with VanGuard Car Rentals (May 2007-Dec 2008)

About Technical Services Competency (TSC):

Technical Services Competency (TSC)\ End User Services (EUS) is a part of IBM’s Global Technology Services wing which helps clients plan, implement and manage an efficient & flexible IT infrastructure with Service Desk as one of its key services being provided.

My Tenure with TSCDuring my tenure with TSC, I have been committed to interact cordially with a wide range of personalities, satisfy customers and handle difficult situations with patience and tact. I have been privileged to work on different projects supporting service desk infrastructure catering to different client needs.

Team Operation Activities

Responsible for managing Common Knowledge Management database for different accounts across TSC. Ensuring the satisfaction of the client during different client and process Improvement calls. Assessing customer feedback, evaluating areas of improvement & providing feedback to the associates on

improvement and achieving customer satisfaction matrices. Responsible to meet the SLA and SLO targets led down by the client on monthly basis Responsible to generate & send Process adherence reports to the Client and management on Daily,

weekly & monthly basis with accuracy and within laid down TAT. Reviewing the Service Desk performance with the operations management in weekly review meetings. Ensuring new Projects go live with utmost efficiency from the service desk point of view.

Certifications

ITIL 2011 Foundation Certified , Preparing for PMP Certification. CompTIA A+ & N+ from IBM and took part in Six Sigma Training

Knowledge of ISO 27001 & BCP

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Ensuring occupancy and utilization targets are being met week on week and month on month basis. Ensuring all the GDF activities are completed within timeline and with accuracy. Ensuring that account remains highly competitive to maintain latest industrial standards.

Other Key Responsibilities

Queue monitoring to ensure Service levels remain green for the account on interval basis and unproductive AUX work remain minimal.

Keeping a track of Team’s performance & Attendance. Closely tracking the performance of Team members who are in Bottom 10% on monthly basis and taking

measures to improve them. Guiding associates towards targets achievement using teamwork, collaboration & motivation Assessing customer feedback, evaluating areas of improvement & providing feedback to the associates on improvement and achieving customer satisfaction, matrices. Accurate scheduling based on the forecasting by the Work Flow Management to ensure optimum agent staffing in different intervals.

Training and Development

Reviewing training plotter on monthly basis to ensure that latest activities are being covered for the new hire training.

Conducting interactive Daily Huddles to ensure that team members are up to date with all the latest activities going on with client, TSC and IBM.

Conducting Defect prevention sessions with the team members on weekly basis to ensure that all the possible identified defects are being addressed upon.

Conducting Periodic performance assessment to ensure team members being synced with the project knowledge.

Supporting different quality sessions from the operations point of view.

Key Projects involvement

Windows 7 Migration (Running from Feb 2014) - Project intended for the Enterprise users to migrate windows XP laptops to Windows 7 environment. It included the support to transfer old applications, software and data to the new OS.

SalesEdge 2 (Jul-Sep 2013) - Project intended for the Field sales community to get their Blackberry smartphones migrated to the Apple iPad devices. This included the support to the migration of sales applications and activation of goodlink accounts on the iPads.

SalesEdge 1 (Oct-Dec 2012) - Project intended for the Field sales community to migrate windows XP laptops to Windows 7 environment. It included the support to transfer old applications, software and data to the new OS.

ISM Maximo Migration (Feb-March 2012) – Project involved the migration of the service desk tool from Tivoli to ISM Maximo. This project included testing and reporting on various development environments to the training of the service desk agents.

CKM Migration (Feb-May 2012) – Project involved the transitioning of the knowledge content from the Lotus notes database to the newly available CKM environment. This project involved the development of the fresh articles based on the content available from the old knowledge base.

EDUCATIONAL CREDENTIAL

PERSONAL VITAE

Date of Birth – 11th July, 1986

Contact address – L-53, Street # 21, New Mahavir Nagar, Tilak Nagar, New Delhi – 110018

Passport Status: Yes

Marital Status: Single

Declaration: I hereby declare that the above information is true to the best of my knowledge.

Mayank Tiwari

Place: Date:

Tools Knowledge & Proficiency

MS Office Active Directory Lotus notes ISM Maximo

Post Graduation: Pursuing PGDBA from Symbiosis (Last semester)

Graduation: Bachelor in Hotel Management from I.H.M Shimla (NCHMCT) in 2007

10th & 12th: CBSE board in 2002 & 2004 respectively

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