dev, Business Analyst krosstech - Profile & Expert Views of dev, Business Analyst krosstech

dev's Profile

dev
Business Analyst krosstech
	krosstech confidential confidential Bangalore, India

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Professional summary

Current Experience: Business Analyst, krosstech
Previous: Tenure:
Process Consultant, Financial Services
Client Domain
Role
Technical Support Reative, Client Name
Customer Support Executive, Role
Years of Experience :

7.0 Years
Skills & Interests (keywords):

Process Management
Contribution score:

(37 points)
Contacts: 1 following, 1 followers

dev's Experience


Current :	Business Analyst, krosstech
	IT Services
	India, Bangalore
	Working from 2009
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Previous :	Tenure:

	Worked from 2009 to 2012
	Brief summary : bsite and web services integration Tenure: April 2009 - Till Date Manage incidents of all severity specific to applications and servers with relevant support teams Provide level2 support on issues and requests with client facing Content Management Suite. Manage the ticketing systems to manage correct and timely updating of the issue/request, follow-up and closure to achieve SLA and enhanced customer satisfaction. Updating and management of knowledge database. Creation of monthly convention report. Creation of process related documents. PREVIOUS EXPERIENCES Company : Kross Over Technologies SA Pvt. Ltd.
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Previous :	Process Consultant, Financial Services

	Worked from 2008 to 2009
	Brief summary : Tenure : April 2008 - Feb 2009 Project1 : Rapid Process Improvement Client Domain : Banking and Financial Services Role : Process Consultant Project Description : Continuous improvement of Incident, Change, Problem, Service Request and Release processes. Role Function : To map the Incident, Change, Problem, Service Request processes of the IT Production teams of a business division of the bank aligning with the ITIL framework and create docs for the respective teams to follow. Project2 : MiMoney
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Previous :	Client Domain

	Worked from 2008 to 2008
	Brief summary : Tenure : June 2008 - Feb 2008 Client Domain : Software and I.T solutions Role : Tester Project Description : MiMoney was Beyond Payments new project to create a service for the internet users in South Africa and other African countries to help them access online-shopping without the use of credit cards through vouchers. Company : IBM India Pvt Ltd Client domain : Pharmaceutical
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Previous :	Role

	Worked from 2006 to 2008
	Brief summary : Tenure : April 2006 - March 2008 Role : Remote Support and Incident Management Role Function Handling Incident Management for a client based out of UK and Sweden with global operations from India Delivery Center in Bangalore. As an Incident Manager my role was to handle all the high severity issues from Incident Management point of view to ensure proper process following, quick resolution by the Technical Teams and proper reporting. Work on and fix MS Outlook and VPN technologies. Company : Accenture India Pvt Ltd
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Previous :	Technical Support Reative, Client Name

	Worked from 2004 to 2006
	Brief summary : Tenure : Feb 2004 - March 2006 Client Name : Broadband and web services Role : Technical Support Representative Role Function Troubleshooting connectivity and email issues of the customers of a DSL Broadband ISP based in United States. Maintaining the related call Average Handling Time, First Call Resolution, C-SAT scores and other performance metrics for the month to meet the company SLAs and reach the personal and team performance targets. I was also awarded the best Tech Representative few months during my tenure for the highest number of Customer Satisfaction Surveys and being in the top bracket of the other metrics like FCR, AHT and Quality. Company : Sify Limited
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Previous :	Customer Support Executive, Role

	Worked from 2002 to 2003
	Brief summary : Tenure : March2002 - October 2003 Role : Customer Support Executive Role Function Providing support to Sifys dialup customers over phone, resolving their connectivity, email and other technical issues. Online retention of the Sify Online customers. Providing over phone support to Iway franchisees (Sifys franchisee broadband cyber cafes) and escalating the issues to Network Control Group for onsite fixing. Maintaining the GOS of the IWay calls to 90%. Daily report generation of the inbound calls related to IWAY. Daily report generation of the sales leads to the sales partner. Devising new strategies for achieving renewal targets. Analyzing key products and market response to them. IT KNOWLEDGE Networking: Basic Windows networking Ticketing tools: Mantis, Track Studio, Remedy, ManageNow, Vantive, PeopleSoft CRM Content management : Teamsite/Livesite (Interwoven) Databases : Introductory Lotus Domino Platforms worked in : Windows Linux Servers: Basic Unix Servlets : Apache Tomcat Collaborative Tools: Lotus Quickr 8.1
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Business Analyst, krosstech

Working from 2009

Tenure:

Worked from 2009 to 2012

Process Consultant, Financial Services

Worked from 2008 to 2009

Client Domain

Worked from 2008 to 2008

Role

Worked from 2006 to 2008

Technical Support Reative, Client Name

Worked from 2004 to 2006

Customer Support Executive, Role

Worked from 2002 to 2003