Akash Bhat

Experience

• 

  Wipro

  Sept 2018 - Apr 2019

  Associate
• 

  Compucom

  Sept 2019 - now

  Quality Analyst – Critical Incident Response Team (CIRT)• Responsible to manage and improve the Quality for the CIRT team.• Evaluate the tickets and Bridge call and provide the real time feedback to the team member to maintain their Quality score.• Evaluate Reason for outage (RFO).• Responsible to check Response SLA, resolve SLA, MTTR of the Tickets.• Provide Quality score and monthly trend to the stakeholders.• Provide Individual Quality score to the Team members along with Feedback.Quality Analyst – Service Desk • Ensuring awareness and understanding of client requirements• Perform in-depth contact Quality Evaluations based on a set of standardized processes and procedures• Determine training opportunities for Service Desk agents• Assist with identification of training needs based on the Quality review• Assist in soliciting improvement ideas from employees and putting them forward to Capability Center• Call calibration meeting with operation team & client.• Recommend improvements/changes to Quality Reports• Provide feedback on Quality delivery dashboards.• Monthly quality report to operation team. Show less ▪︎Windows Platform, Active Directory, Manage user account issues, Manage user permission issues.▪︎Manage Software migration tools, Systems updating tools.▪︎Application support over remote.▪︎Support Banking Applications(Windows based & Mainframe applications)▪︎Citrix, aws, Proxy issue, Network issue, VPN issue, ▪︎outlook issue, OKTA verify, security. ▪︎shared drive, Share point issue.▪︎ ITIL ticket tool (service now)Additional Responsibilities - working as Manager on duty, Chat audits, Call Audits, Ticket documentation audits or case scubbing, Team management and Break Management. Tickets Reviews and Feedback. Show less

  • Quality analyst Level 2

    Apr 2021 - now

  • Technical Support Engineer

    Sept 2019 - Apr 2021