Subject: Trainer Candidate - Akanksha Negi
From: Akanksha Negi <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 11 Feb 2021 08:40:29 -0500

| | Tech Support Test

Name | Akanksha Negi
E-mail | [email-masked]
Phone Number | (91) 7888100737
Do you have your own transportation (2 or 4 wheeler) or are you able to commute to office without using Metro? Our office is located in Noida Sector 2, near Noida - Sector 15 Metro Station | I have my own 2/4 wheeler transport
Where do you currently live (area) | Dehradun

Please give us details of your last 3 employments including current. If you've not worked in 3 companies, please enter NA

| Name of Company | Designation | Last working day | Monthly Salary (inhand)
Current Employer | Infosys ltd | Sr. System Engineer | 3 month notice period | 37000
Previous Employer 1 | | | |
Previous Employer 2 | | | |

If Selected, how much time do you need to join? | 3 months

Please briefly describe your work experience specifically in training?

• A Microsoft Azure Certified professional with proven success of 5 years of experience in Process Management &amp; Team Management Operations.
• Currently designated as Senior System Engineer with Infosys LTD.
• Auditing of incidents.
• Proactive Problem Management via Trend Analysis (Network, Windows, Unix, Storage-Backup) for driving reduction and optimizing the alerts on Azure &amp; On-prem Infrastructure.
• Reactive Problem Management using 5 whys, Pareto Chart (80-20 rule) and Fish Bone.
• Tracking Problems via review call with Technical teams on RCA status and discussing Corrective actions/Problem tasks to derive business benefits.
• Gained good knowledge about Creating reports and dashboards on Service Now and publishing weekly reports.
• Facilitating weekly calls with Client SDMs and briefing them on the submitted RCAs.
• Preparing Monthly Service slides for Client review call presenting action taken for Major Alert Contributors and Problem records closed along with business benefits.
• Gained good knowledge about Problem, Change and Incident management and handling high priority incidents (MIM Processes).
• Developing Concierge reports to prepare Server as per client including all technical and non-technical requirements.
• Resolutions of incidents issued of Network, AS400 and Mainframe at L2 operational levels.
• Good exposure to infrastructure transition process and expertise in preparing documentation and standard operating procedures.
• Completed Infosys training program on operations support stream that includes Microsoft Windows Server, JAVA, HTML, Web Technologies, MySQL, Kanban.
• Basic Knowledge of Networking and Windows troubleshooting issue, Mainframe and AS400 systems, Azure, service-now.
• Good knowledge of MS Word, Excel, PowerPoint
• Trainings : Azure, Scrum and Agile, Project Management with TFS, ITIL, ITSM, Kanban, Azure (AZ-900)

Have you worked as a trainer in a Call Center/Customer Service/BPO Environment? | No
Please tell us below in 300 - 500 words about the most difficult situation you faced either while training or managing a team. | I have handle a team of 10 people, when we were having critical migrations, due to which there was continous outage, for which we had to be in regular contact with client, teams and the markets to have smooth migration and get the outages resolved asap. Along with this, we as a team had to manually monitor the tools to have the issues reported and resolved before it turns into an outage.

What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences)

Good customer service can be described as the reactive approach to solve the customer&#039;s concerns.

Great customer service can be described as the proactive approach to solve the customer&#039;s concerns.

What according to you makes you a good candidate for this position?

A person who is capable enough to patiently listens to the issues and can provide solutions keeping all the requirements in mind.
Who have completed knowledge of the process/Service/product.

On a scale of 1 - 5 please rate your fluency in spoken English | 4

| |