Resume AmitJoshi

AMIT JOSHI
Vijay Nagar,
Indore,Madhya
Pradesh
Mail: amyth199317@gmail.com
Mobile: +91-7805030573
Summary:
A result-oriented and passionate, customer focused professional with around 4.6+ years
of experience of Project Management, System Administration, Networking and
Troubleshooting with reputed organizations, Salesforce CRM, Vendor Management,
Customer Handling, Call Handling, SLA Management, Virtual Contact Center (VCC),
CHT, Escalations, Delivery and Dispute Handling.
Professional Experience: 4.6 Years
Specialist (Jan 2023- Present)
Sr. Analyst (Dec 21- Dec 22)
HCL Technologies Ltd, Nagpur (Dec 2021 – Present)

Project – New York University (NY & Abu Dhabi Campus)
 Responsible for Monitoring Network Layer Devices, Switches, Routers Firewall and
ISP for any discrepancy and outage through tools like Zenoss, Logic monitor,
Intermapper etc.
 Responsible for monitoring the Storage, memory for various servers through Nagios XI
and escalating the alerts to the concerned team.
 Responsible for Monitoring and managing Website connectivity, Uptime, performance,

and accuracy of your websites, APIs, web applications, and servers, through Uptrends.
 Global Admin for the tool PagerDuty – responsible for adding teams, users, services
and setting up rules for alerting through API and webhooks, for event and incident
escalation
 Responsible for Resolving user issues related to campus Wi-Fi, Providing User access through
ISE and whitelisting of Devices, facilitating Wi-Fi access for events, managing Access points
through Cisco WLC
 Responsible for Providing user access & resolving issues for Office 365 and Google groups.
Responsible for managing BIG IP through Infoblox, Managing DNS Records.
 Responsible for handling Major incidents in case of Major outage, within ITIL Framework.
 Hands on experience in tools like Service now, Moog soft, RightFax, G-suit
Technical Support Engineer – L1

Team Lease Services Ltd (June 2021 – Dec 2021)
Project – Virtustream Ltd (Dell EMC)
❖ Responsible for Working as an interface between the client and other internal teams
❖ Responsible for Ensuring data/information/updates is recorded in the internal/client

tool, Service Now / SAP Resolver tool accurately.
❖ Responsible for Understanding, implementing and following up the processes as per

the policies.
❖ Responsible for providing first call resolution and escalating to other teams if
required.
❖ Ensure that defined processes and procedures are being followed both in terms of
Horizontal and Vertical Escalation.
❖ Responsible for Day-to-Day operations as per the activity matrix.
❖ Responsible for Working closely with L1 / L1.5 Teams till the ticket is resolved.
❖ Responsible for handling Change Management, Incident Management, Event

Management/alert monitoring, on Clint ticketing tool and internal Ticketing tool.
❖ Hands on experience on Tools i.g. BMC Remedy, VS SNOW, SAP Resolver, Microsoft
Dynamics 365.
2. Business Development Associate – BYJU’s India Limited
PAN India
8TH March 2021 – 14th April 2021
□ Worked in a team size of 10 associates, responsible for Business

Development Operations, engaging the leads over the phone/zoom/chat
support
□ Worked in a team size of 10 associates, responsible for Business

Development Operations, engaging the leads over the phone/zoom/chat
support
□ Responsible for Incident Management, ITIL process, Tool- Lead Square.
□ Responsible for generating revenue by achieving weekly targets.
□ Responsible for generating revenue by achieving weekly targets.
□ Responsible for engaging with potential customers and scheduling Zoom Meetings to
counsel
□ leads on learning pedagogies and the BYJU’s personalized learning journey.
3. Associate – Amazon Development Center India Pvt. Ltd

Amazon Virtual Contact Center, India & North America
June 2020 – Dec 2020
□ Resolve issues related to windows, Network connectivity, as well as problems

associated with software and Hardware error.
□ Perform daily back-ups of local servers, Managing IP allocation, & ensuring
minimal downtime of machines
□ Handling Networking & Database Administration with technical expertise in the
implementation, operations and support functions using IT as a tool
□ Maintain Network security by configuring firewall rules, web content

filtering, user administration, malware detection and prevention.
□ Responsible for following ITIL process for Incident Management, Vendor

Management, etc.
□ Responsible for Managing large amounts of inbound and outbound calls in a timely
manner and managing Call Handling Time (CHT).
□ Tools- Amazon CSC (Customer Service Central) for ITSM, Documentation:
Sharepoint, Trouble Ticket- Amazon Trouble Ticketing Tool
□ Responsible for following ITIL process for ticket handling.
□ Responsible for building sustainable relationships & engaging customers by
taking the extra mile.
□ Responsible for keeping records of all conversations in our call center
database in a comprehensible way.
□ Responsible for Auditing tickets in timely manner.
□ Responsible for preparing reports of SLA Missed tickets and following up on them.
□ Responsible for taking ownership of incidents and service requests and managing
them in a logical and methodical manner from the first point of contact through to
resolution, proactively keeping the customer informed of progress.
□ Responsible for handling customer Escalations, Resolving Disputes,
following up with re- occurring issues and pulling Andon Cord to prevent it.
□ Responsible for Ensuring all incidents are progressed & cleared within SLA –
escalating to other internal and external teams as appropriate.
4. Engineer – Team Lease Services Limited

Project – L&T (Nov 2016 – Nov 2018)
□ Worked in a team size of 15 associates, responsible for CRM Functions for L&T
Clients for front line IT & machinery support.
□ Responsible managing customer inventory.
□ Responsible for raising tickets related to Technical Delivery Reports, Service
Reports, Safety Reports, Accidental Reports, Components Status & Machines
History.
□ Responsible to act as contact point for all maintenance related matters,
including fault escalation, preventive maintenance check.
□ Responsible to work on Backlog and Ageing tickets, ensuring the monitoring &
escalation procedures relative to appropriate SLA Management.
□ Responsible for answering inbound calls/mails in timely manner.
□ Responsible for following ITIL process for Incident Management, Vendor
Management, etc.
□ Tools – IBM Lotus Notes, ITSM- BMC Remedy
Technical Skills:
□ OS – Windows 7/8/10
□ Tools – IBM Lotus Notes, MS Share point
□ ITSM Tools – BMC Remedy, SNOW, SAP
Resolver, Microsoft Dynamics 365
□ Amazon CSC (Customer Service Central), Amazon
Trouble Ticketing
□ Proficient in MS Excel in variety of operations.
□ MS Word, MS Power Point
Academics:
Examination University Institution Year
B.E. Rajiv Gandhi Laxmi Narain College 2012-16
(Mechanical) Technological of Technology,
University, Bhopal Indore
Class XII MPBSE Saraswati 2010-11

H. S. School, Vindhya
Nagar, Singrauli, MP
Class X MPBSE Saraswati 2008-09

H. S. School, Vindhya
Nagar, Singrauli, MP
Vocational Trainings:
❖ Major Industrial Training – NTPC Limited, Singrauli MP
Mentor: Mr. Sazi John, G.M. BMD, NTPC
Vindhyachal
Singrauli MP, Mr. Vivek Kumar G.M. TMD
Duration: 1 June 2015 to — 30th June 2015
Activities/Achievements:
Organizational Skills:
□ Won International Go Kart championship held at LPU Jalandhar Punjab
□ Represented my School at Divisional Level in Poetry Competition, Vedic Math
Competition & Science Model Competition.
□ Member of the organizing team in celebrating the Foundation Day of the
department, LNCT Indore.
□ Organized social and cultural programs throughout my studies at the school
and university level.
□ Won several medals in inter-school Cricket and Science Exhibition.
Personal Profile:
Father’s Name : Mr. S. P. Joshi

Mother’s Name : Mrs. Mamta Joshi
Date of Birth : 17-04-1994
Sex : Male
Nationality : Indian
Language Known : English, Hindi
Current Address : House no 452, Vardhman city phase 3 gali no 2.
Narsinghpur MP
Declaration:
I hereby declare that the above furnished details are true to the best of my knowledge and
belief.
Date: 11th June 2023 Amit Joshi

Place: Indore

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AMIT JOSHI

Professional Experience: 4.6 Years

Specialist (Jan 2023- Present)

Sr. Analyst (Dec 21- Dec 22)

HCL Technologies Ltd, Nagpur (Dec 2021 – Present)

 Responsible for Monitoring and managing Website connectivity, Uptime, performance,

Technical Support Engineer – L1

❖ Responsible for Ensuring data/information/updates is recorded in the internal/client

❖ Responsible for Understanding, implementing and following up the processes as per

❖ Responsible for Day-to-Day operations as per the activity matrix.

❖ Responsible for handling Change Management, Incident Management, Event

□ Worked in a team size of 10 associates, responsible for Business

□ Worked in a team size of 10 associates, responsible for Business

□ Responsible for Incident Management, ITIL process, Tool- Lead Square.

□ Responsible for generating revenue by achieving weekly targets.

□ Responsible for generating revenue by achieving weekly targets.

3. Associate – Amazon Development Center India Pvt. Ltd

□ Resolve issues related to windows, Network connectivity, as well as problems

□ Maintain Network security by configuring firewall rules, web content

□ Responsible for following ITIL process for Incident Management, Vendor

4. Engineer – Team Lease Services Limited

Class XII MPBSE Saraswati 2010-11

Class X MPBSE Saraswati 2008-09

Father’s Name : Mr. S. P. Joshi

Date: 11th June 2023 Amit Joshi

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