Sudhanshu Jaiswal
Analyst I Infrastructure Services
About
Willing to work in a challenging environment that would utilize my overall abilities, knowledge and skills in taking up responsibilities entrusted to me by the management and help my career grow in a prosperous manner.
Skills & Expertise (25)
Work Experience
Service Delivery Coordinator
DXC Technology
Mar 2018 - Jan 2020
To provide IT support to US based aviation company Textron. Monitor 8 accounts for any server issue. Creation of incident, cloud ticket and change request ticket as required. Follow up with AT&T network team for resolution. Swivel latest update from AT&T tool to ServiceNow and BMC Remedy tool.
Quality Auditor for US Life Insurance
CSC (Computer Science Corporation)
Jul 2015 - Mar 2018
Auditing more than 20 different work-types for 8 different clients. Provided training sessions to new resources and created Standard Operating Procedure (SOPs). Published multiple reports (status of queue volume beginning/end of the day and production/quality scores weekly/monthly). Provided feedback to operations team and quality team members. As per requirement I contacted onshore SMEs to get process updates through emails and chat. Attended training session from onshore for transition of new work items to stabilize the process.
Customer Services Associate (CSA) for CPP (Card Protection Plan) Process
SERCO
Jul 2014 - Apr 2015
My role was to handle inbound calls (English 70% & Hindi 30%) from all over India. After around 5 months of experience I was handling call volume, reporting work and handled Escalation calls in the absence of my team lead as a Senior CSA.
Assoc Prof: Service Delivery Coordinator (L1 Support)
DXC Technology
Feb 2020 - Aug 2021
Provide IT support to Johnson Controls International a multinational conglomerate headquartered in Cork, Ireland. Member of the pilot batch for the project. Handled shared mailbox and assigned emails to team members. Maintained mailbox sheets and provided reports daily. Users report their issue via chat/email/portal tickets, and I resolve them or route to next level support. Creation of incident and service request ticket as required. Follow up with users for resolving their issue. Worked on ServiceNow, LogMeIn (LMI) tool, MIM Portal and Azure Portal.
Analyst I Infrastructure Services
DXC Technology
Aug 2021 - Aug 2025
Provided L1 support to Insurance Hub. Co-ordinated with application and infrastructure team in resolving Priority tickets. Unlocked AWS and NORVICH Servers for application team to monitor server and do the research work. Handled Password reset request from users over call, chat and email. Worked on AS400 application and handled users request. Worked on Server Decommission related activity. Created team roster and shared with insurance hub teams. Streamlined server maintenance by preparing detailed Patching Sheets and initiating Change Requests. Led critical incident response by creating P1/P2 tickets, initiating urgent bridge calls, and documenting Problem tickets and Outage records. Improved team efficiency by creating Process documents and weekly productivity reports.
Education
MCA - Indira Gandhi Open University (IGNOU)
- 2012 · Afghanistan
PGDCA - Indira Gandhi Open University (IGNOU)
- 2011 · Afghanistan
BCA - Shri RamSwaroop Memorial College of Management
- 2009 · Afghanistan
