AMIT JOSHI

Vijay Nagar,
Indore, M.P.
Mail: amyth199317@gmail.com
Mobile: +91-7805030573

Summary:

A result-oriented and passionate, customer focused professional with around

6+ years of proven success Experience in enabling world-class support
organizations to leverage technology to meet the needs of business through
strong analytical skills and practical approach to problem solving.
I excel at providing customer-first approach to service delivery and best
practices for the strategic, technical and process direction of IT services.

Professional Experience: 6+ Years

HCL Technologies Ltd, Nagpur (Dec 2021 – Present) Project – New York
University (NY & Abu Dhabi Campus)

Global Command Center Team

Specialist (Jan 2023- present)

 Worked as SME/lead for the Global Command center

team Providing Guidance, mentorship to the team of 15
Engineers for the GCC Operations.
 Responsible for handling of Major incidents with 99.99% SLA achievement
within ITIL & MIM Framework, which involves, Initiating & leading the bridge
call, community Notification, detailed analysis report, problem management,
and follow up until resolved.
 Queue Management, Ticket Assignation, Audit and reporting, Feedback and
Improvement for the day-to-day Monitoring of IT operations.

Sr. Analyst (Dec 21- Dec 22)

 Responsible for Monitoring and managing Network Layer Devices, Cisco Switches,
Routers and for any discrepancy and outage.
  Handling Network Administration with technical expertise in the implementation,
operations and support functions using IT as a tool.
 Monitoring network maintenance activities and ensuring prompt troubleshooting of
network problems, to achieve maximum network uptime.
 Handling Major Incident management
 Managing IP allocation & ensuring minimal downtime of machines,
 Coordinating System/ Requirement Analysis for understanding client {internal/
external} business processes and mapping them to required framework standards.
 Responsible for Setting up monitoring system and participating in establishing the
integration with servers and devices, testing, troubleshooting, engaging vendors
when required.
 Interacting and building relationships with clients for addressing challenging issues

 Responsible for monitoring the Storage, memory for various servers through Nagios XI
and escalating the alerts to the concerned team.

 Responsible for performing UAT (User acceptance testing) for various updated
processes and Tools.

 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 setting up monitoring as per
the client’s requirements, adding teams, users, services threshold 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 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

1. Team Lease Services Ltd (June 2021 – Dec 2021)

 Project – Virtustream Ltd (Dell EMC)
Technical Support Engineer – L1

 Responsible for Working as an interface between the client and other internal teams

 Responsible for Ensuring data/information/updates is recorded in

theinternal/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

teamsif 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. BYJU’s India Limited

Business Development Associate –
(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. Amazon Development Center India Pvt. Ltd
Associate
Amazon Virtual Contact Center, India & NA
(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 machine

 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: Share point, 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. Team Lease Services Limited

Technical Support Engineer
 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 10/11, Linux – CentOS, Red hat 9

Tools -, Cisco prime, Cisco ISE, Infoblox, Moog soft, SNOW, BMC Remedy, Logic
monitor, etc.
ITSM Tools – BMC Remedy, SNOW, SAP Resolver, Microsoft Dynamics 365 Amazon
CSC (Customer Service Central), Amazon Trouble Ticketing Proficient in MS-Office

Academics:
Examination University Institution Year
B.E. Rajiv Gandhi Laxmi Narain 2012-16
(Mechanica Technologica Collegeof
l) l University, Technology,
Bhopal Indore
 Class XII MPBSE Saraswati 2010-11
H. S. School,
VindhyaNagar,
Singrauli, MP

Class X MPBSE Saraswati 2008-09

H. S. School,
VindhyaNagar,
Singrauli, MP

 Major Industrial Training – NTPC Limited, Singrauli MP

Mentor: Mr. Sazi John, G.M. BMD, NTPC
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, 2 nd Street.
 Narsinghpur MP

Declaration:
I hereby declare that the above furnished details are true to the best of my knowledge
and belief.

Date: 26th March 2024 Amit Joshi

Place: Indore