Subject: Trainer Candidate - Akanksha Negi
From: Akanksha Negi <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Mon, 17 May 2021 03:41:19 -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) | Dehra Dun

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 | 90 day NP | 40000
Previous Employer 1 | | | |
Previous Employer 2 | | | |

If Selected, how much time do you need to join? | 80-90 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.

Being a Part of PMO team, i have handled few major incident calls, i have also been a part of few migration activities.
Their was some issue with the file transfer due to a firewall issue,  this critical incident lasted for 14 hours, because the data was stuck and network team was not able to troubleshoot the issue, so at the end we added 1 more firewall to the environment which helped us in bringing the business on track.

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 candidate who ia versatile can manage teams and also can look into critical issues, the one who is aware of each and every implementations happening in environment. Who has the skill to solve the problems asap.
On a scale of 1 - 5 please rate your fluency in spoken English | 5

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