Subject: Trainer Candidate - Akanksha Negi
From: Akanksha Negi <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Tue, 27 Apr 2021 06:18:40 -0400

| | 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, Uttarakhand

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 | Infoaya | Sr. System Engineer | 90 days notice period | 450000
Previous Employer 1 | | | |
Previous Employer 2 | | | |

If Selected, how much time do you need to join? | 90 days

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 & 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 & 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

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 worked on major incidents and also been a part of critical migrations

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

Good customer service is a reactive approach, where we work on issues when they are reported.

And Great customer service can be defines as Proactive approach, where we proactively look into issues to have a permanent solution to it.

What according to you makes you a good candidate for this position? | A person who is capable enough to manage teams, and issues with new problem solving approach. A person who can manage user and clients efficiently.
On a scale of 1 - 5 please rate your fluency in spoken English | 4

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