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RESUME[Anshuman)
- 1. RESUME F 254 Ist Floor Anshuman Jhala Sushant Lok Phase 2 Sector 57 Gurgaon Contact #: 9811215567, Email: - Anshuman.Jhala@gmail.com. Genesis Be the best at all times and all places where individual skill & team spirit is recognized and rewarded. Work Experience More than Eleven years of Contact Centre experience (Full Time). Convergys India Services 11/08/03 till Date…. Role: -  Working as a Senior Team Manager since Apr 2011  I have been Part of ITSI Initiatives to ensure next business day delivery of lot of Items in Service catalog.  Transitioning new processes introduced into Central Service Request team from across multiple technical workgroups and Convergys internal projects.  Worked with the PeopleSoft reporting team to get access setup for PeopleSoft Reports, which helped us in tracking requests related to Procurement.  Monitoring and managing event costs, schedules, timelines/SLA, feedbacks (POSE) and escalations.  Make changes to existing routing of Interactions/Incidents based on Services and Locations (CMDB, SMS).  Worked with SMS Production Support in ensuring all the Orphan Catalog request are catered & assigned to responsible workgroup.  Organize or conduct technical training for the team and analyze/audit their work to ensure quality, performance and customer satisfaction.  As an SME, the point of escalation for all issues and coordinating any further escalations or interactions required with technical and administrative workgroups across Convergys.  Initiate, plan and manage process improvement projects.  Provided training to the team on the MDM Console & ensured all corporate paid devices are enrolled with MDM.  Managing Service Request, Service Desk & Wireless operations within CVG.  Responsible for quick and correct escalation of various Client and Convergys development and production Server issues. Creating requests for granting access to the various development servers.  Responsible for handling all kinds of technical issues that an employee/client may face in their day to day work applications like Lotus Notes,Outlook,VPN,Windows,portal,Mainframe,As400,CRDB,TKS,Password resets Etc.
- 2. Key achievements and activities in current job/role  Migrated all BB Users across Convergys to other Smart phone devices along with MDM Enrollment smoothly in a phased manner.  Rated QPC in 2012 & Annual Ace in 2011.  Received the GTS "Performance That Inspires for Outstanding Service Award" twice - June 2012 (Reduction time in MS Office request) and August 2012 (significant POSE improvements and 0 defects in August)  ITSI - File share access requests with DETS - brought down turnaround from over 4 days to next business day (involved in research, compilation of all access lists & owner information, project execution)  ITSI - Microsoft Office requests for administrative employees - turnaround time down from over 6 days to same/next business day (set up all the SCCM collections/advertisements and monitoring dashboard for the SR team)  Consolidation of all huge CVG approved/licensed software’s into a centralized dump. Compilation of all DFS software’s for easy location across all CVG regions  Real time SMS/Service Request dashboards which to this day helps reduce turnaround time and avoid escalations & now real time metrics  Maintained the Central Service Request team SLA above 99% year after year on service request fulfillment  Multiple internal process improvement initiatives towards same/next day fulfillment  Participated and got trained on Six Sigma Yellow Belt & White Belt Certification.  Completed ITIL Intermediate & Version 3 Certification. I have worked as a Support Engineer before been promoted as a Team Manager.  I have been providing support across a wide range of applications including Blackberry, VPN, IX, Lotus Notes, CMS, and Client & MS Office Tools etc.  Checking WMS IR & SR for providing quick resolution and process growth.  Worked as Shift Supervisor & helped the new team members in understanding the process of tickets.  Analyzed WAH-Support ticket to find out the most common issues and the respective resolutions given by the concerned Workgroup.  Previous role in Service Desk is as follows:-
- 3.  It involves being single point of contact between Corporate Employees, Clients and Convergys while Informing, guiding & advising the Clients and Operations about all aspects of service delivery & disruptions.  It includes understanding the various Hardware & Software issues of the Convergys employees scattered all around the world (68 sites worldwide).  We provide them the first & last level solutions & also escalate the issues to the technicians were & when required.  Desktop support: It mainly involves handling all kinds of technical issues that an employee / client may face in their day to day work applications like Lotus Notes, VPN, Windows, Portal, Mainframe, AS400, CRDB, TKS, Password resets ETC.  Coordinating in Rapid Response bridges and conference Calls, along with Incident Management team to ensure quick recovery of service- degradations to agreed or expected SLA. V-Customer India Services 30/10/02-1/5/03 Role: -  The Operation Involve Inbound Customer Service with a commitment to provide customers with quality driven services. It involved Order taking & providing customer service for generating interest in the product.  Worked in an outbound calling program involving selling & cross selling with targeted promotions. Education Qualification.  Masters in commerce with specialization in Business Admin from Commerce college kota (Raj).  :Graduate in Commerce from M.D.S University ,Ajmer(Raj)  : Sr.Higher Sec. From CBSE,Babina (UP)  :Secondary from CBSE,Babina (UP) Technical Skills  Expertise in handling Rapid Response bridges and conference calls.  Experienced in providing Level-1 multi-channel support across a wide range of applications including, Employee portal, Blackberry, MS, VPN, IEX, Lotus Notes, Outlook & Digital Solutions, etc.  LANDesk: Accessing LANDesk through Console, creating scripts for software deployments, converting exe's to LANDesk formats Running UDD (Unmanaged Deployment of LANDesk clients thru LANDesk Core server.  Symantec Anti Virus: Deployment Through Console, Cleaning infected pc’s checking Definitions, clearing caches etc.  VPN: Configuration of VPN, troubleshooting. CVG Applications: Installation of Applications like Advisor, Super view, CMS, CCMS, MS-Office, Internet Explorer Etc, troubleshooting Steps.
- 4. : Technical Qualification.  Knowledge of Computer Fundamental.  :Proficiency in MS DOS ,MS Word, MS Excel ,MS PowerPoint  : MCP Certified. Extra Curricular Activities  .Having NCC ‘C’ Certificate (Air Wing)  : Organizing Events. Hobbies, Reading, Visiting Historical Monuments, Listening to Music etc Key Strength Hardworking, Sincere and honest towards duties & attitude to take Responsibilities Personal Details. Name: -Anshuman Jhala Father’s Name: - Lt.Col Randhir Singh Date of birth: - 1st Aug .1980 .