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Utkarsh Agrwal: Objective

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27 views3 pages

Utkarsh Agrwal: Objective

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Utkarsh Agarwal
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UTKARSH AGRWAL

140 b.c lines meerut cantt


Pin code 250001(Current
location)
8439460725 | [email protected]

OBJECTIVE

I seek challenging opportunities where I can fully use my skills for the success of the organization.

EXPERIENCE

HCL TECHNOLOGIES
JANUARY 2021 - PRESENT
SENIOR ANALYST,GAM ANALYST
1. Worked as a "Shift Lead -IT Infrastructure Support" . Efficiently managed Incidents and
Requests been made by 'Users' across Europe
2. Handling Client escalation and Implementing changes to improve the process.
3. Roster management for all shifts and staffers.
4. Maintaining day to day SLA i.e percentage of calls answered between 20 sec vs calls offered ,
FCR , containment,  escalations etc
5. Created several Knowledge Base Articles to keep the process up to date and to help whole
team in solving technical issues.
6. Actively monitoring all pending tickets with the team to ensure timely closure of them.
7. Daily sample tickets,  calls audits to ensure compliance and proper handling of the tickets.
8. Working to improve and ensure to achieve monthly Customer Satisfaction targets and analyzing
any Dissatisfaction ticket to implement any change in the process,  if necessary.
9. Technical trouble shooting includes-(Active directory setting Permissions and managing of
accounts ,Distribution Lists and mailboxes , Managing the citrix session and internal
troubleshooting , Support of VPN connections CISCO ,Support of Cloud related issues like
Azure Active Directory,  Activation and configuration of Email Service on OUTLOOK that includes
Configuration , EXCHANGE SERVER , PST OST FILES mailboxes and synchronization on
IPhones,Windows and Andriod based phones through Active Sync service)
10. Issue Ticketing and Follow-Ups on SNOW(Tool)
11. Worked on Service Now Ticketing Tool
12. Training the new resources in the tech support division to make them productive doing quality
work for the team.
13. Have been a consistent performer with the quality work , received several client appreciations
both th SD and GAM.
14. Hands on administration experience with ACTIVE DIRECTORY (User I'd creation, deletion GPO)
15. Hands on administration experience with EXCHANGE Microsoft Office cloud technology such
as ONE DRIVE ,MS TEAMS , ADMIN PORTAL
COLLABERA (Client HCL TECHNOLOGIES)
Feburary 2020 - December 2020
Network analyst
● Worked full time
● Worked on Active directory
● Worked on Azure 
●Resolve LI/L2 incidents and fulfill service requests (phone, e-mail, walk-up, self-service
portal) for all end users and VIP clients on priority. 
●Work with Global IT teams on voice and networks Issue resolution. 
●Interact between Global IT teams and local carriers/vendors 
●Led and transit Licensing Management which is now being handled by HCL. 
●Clogging faults, managing response times, 
troubleshoot and repair process of European clients. 
●Keeping up to date with all Microsoft Office operating systems 
●Profound knowledge in Incident -Management and Resolution
EDUCATION

Miet
2016-2020
Btech
6.9 cgpa
Dewan public school
2014
High school
7.4
Dewan public school
2016
Inter (12th)
59%

SKILLS & SOFT SKILLS

Incident management
Active Directory Federation Service (basic)
Profound Customer communication skill
Az 900
Ms Exchange
Networking(vpn , ip configuration DNS command (basic)) , ITIL
Major Incident management
Service manager console ticketing tool
Escalation management
Mail management
Process Management As according to Agreement for client Shifting

ACHIEVEMENTS & AWARDS

Won several soccer tournaments in college


Best goal keeper(district level) Year 2017
Medals in athletics
Several client appreciations regarding service

INTERESTS

Ms Role based certifications


Social awareness
Fitness influencer
Body builder
Sports person(Professional soccer player,Athelete,swmming)
Cooking

PERSNAL DETAILS

Fathers name : Mr Sanjay Kumar Agarwal


D O B : 22/03/1998

STRENGTH

Positive thinker
Sports person mentality 
Hardworking
Determined
Good listener
Team management 

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