Candidate

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First Name: Rinosh K Daniel
E-Mail Address: Annamma.kunjachan78@gmail.com
Country: India
Phone: 919315476770
Current Job Designation: Critical incident manager
Job Designation Applying For: Senior Analyst
Total Years of Experience: 9.5 years
Copy your Resume / CV in this box: RINOSH K DANIEL

PROFESSIONAL SUMMARY

Adaptable with extensive experience providing first-class results.
Meets job demands and deadlines through diligent work-ethic and
dedication to quality.

EXPERIENCE

SENIOR SPECIALIST TECH SUPPORT (Critical incident Manager, ITSM),
09/2022- Current

HCL TECHNOLOGIES- Delhi , Noida

Adjusted operating parameters of electronic devices
to achieve specific functionality or behavior.

Adhere to the Responsibilities detailed in the
Incident Process

Communicate appropriate updates to users
contacting the Service Desk.

Establish a front end message to control call volume
Answer user questions

Receive report of Incident from Application/Service
Owner, Crisis Manager or Users.

One of three roles with the authority to publish a
notification relating to a Major Incident.

Initiates Crisis Protocol for any Incident where the
Priority is 1-Critical, and the impact involves a Critical
Business Application or Core Infrastructure Service.

Contacts the Crisis Manager, via Webex / Teams On
Call Calendar, with the verbiage "Major Incident in progress
please join the Bridge".

FRONT OFFICE SUPERVISOR/DISPATCH TEAM , 03/2021 - 08/2022
HCL HEALTHCARE - Delhi , Noida

• Aided department productivity through teamwork, improving
shipping speed and accuracy.

2ND LINE TECHNICAL SUPPORT ENGINEER, 11/2019 - 11/2020
TELUS INTERNATIONAL NOIDA - Delhi , Noida

.Built excellent client relationships by securing best deals and life
changing contracts for them.

• Maintained long-term professional relationships with network of
contacts to increase opportunities for clients.

SENIOR CUSTOMER SERVICE AGENT, 05/2018 - 09/2019
PRIME MOVERS (REVW RENTAL CARS ) - Delhi , Gurgaon

. Employed knowledge of latest company policies, escalating critical
issues and monitoring queries in line with best practices.

• Assisted customers with important purchasing choices, identifying
needs and employing product expertise to make appropriate
suggestions.

•Established warm and friendly rapport whilst interacting with
customers by phone, email and on live chat.

CONTACT
Address: Delhi, 66F Pocket A3 mayur
vihar phase iii 110096
Phone: +919315476770

Email: rinoshkdaniel@gmail.com

CORE QUALIFICATIONS
. COMPLETED 3 MICROSOFT
CERTIFICATIONS IN java, NET, HTML5
.cOMPLETED PERSONALITY
DEVELOPMENT COURSE

• OPERATION SYSTEMS MS

WINDOWS/98/2000/2003/2007

. WORKING WITH MS-WORD,MS
EXCEL,MS-ACCESS
. PROBLEM SOLVING
• MULTILINGUAL

• COMMUNICATION SKILLS

•FUNCTIONAL TESTING

.COMPLIANCE TESTING
•MARKET AND CLIENT ANALYSIS
. SALESFORCE CRM

. SALES NEGOTIATIONS

CUSTOMER SERVICE EXCUTIVE (AT & T PROCESS), 06/2014 - 03/2017
BEVERLY TECH PVT LTD - Delhi , Gurgaon

Took ownership of enquiries, effectively handling any customer
issues to ensure suitable resolutions for customers.

•Ensured positive customer experience was maintained by monitoring
through introduction and customer care calls.

• Addressed complex customer complaints transferred by the team,
skilfully solving in an efficient and effective manner to maintain
customer satisfaction.

• Maintained excellent customer satisfaction by assisting and helping
them with any questions, stock queries and complaints.

EDUCATION

SECONDARY EDUCATION, +2, 2010
KERALA SCHOOL - DELHI

Bachelor of Science, COMPUTER SCIENCE
APTECH MSU UNIVERSITY - Chennai, TN

LANGUAGES

Malayalam:

Upper intermediate

English:

Proficient

B2 Hindi:

Proficient

C2

C2

PERSONAL DETAILS

DATE OF BIRTH- 31-5-1990
FATHERS NAME - Kujanchan.D
MARITAL STATUS - MARRIED


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