Romita Raj
Calgary,AB
Summary
A highly motivated self starter project coordinator with 7+ years of experience in IT industry in a range of roles like Service Resolution Specialist, Technical Lead, Data Analyst and Customer Relationship Manager. Strong communication skills with a keen eye for detail; that can effectively bridge the gap between business and technology stakeholders. Aspiring project manager with a good understanding of various project management concepts like Agile, Waterfall, Scrum, Lean, Sigma. Lifelong learner with an avid interest in learning new technologies to help drive business efficiency through process improvement, planning and outcomes.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Data Analyst [Enablement-Operations]
Longview Systems
12.2021 - Current
- Currently managing and coordinating internal Service desk project which entails restructuring Enablement team and Technical layer to elevate efficiency of the desk and the client experience.
- Played a pivotal role in onboarding of Service Desk's WFM tool and creating WFM processes to optimize employee efficiency across the desk.
- Partnering with management to review business strategies and advising on continuous improvement plan for whole service desk to increase efficiency and quality of customer service offered.
- Conducting high level interviews for a successful service desk quality assurance team.
- Successfully spun up several agile onboarding projects for smaller clients with a very quick turnaround time
- Orchestrated General meetings for an audience of over 200 employees every quarter.
Technical Lead, Global Service Desk
Longview Systems
05.2021 - 11.2021
- Served as the Subject Matter Expert (SME) for clients by collaboration with different departments across the company
- Lead a Scrum team which increased the efficiency of handling tickets by diminishing a backlog of 500 to 50 within two months
- Created a robust and detailed training plan including quality best practices for multiple clients and trained over 50 analysts to support these clients
- Work with internal cross-functional teams including deskside, site management, and Integrated Global Services to help support multiple large clients
- Performed regular QA of tickets and calls, resulting in better quality of tickets across the team
Service Resolution Specialist
Aspira RA Outdoors
04.2017 - 05.2021
- Investigated and resolved customer inquiries pertaining licensing regulations quickly and troubleshot POS devices for vendors concerning campground software and 20 North American state websites, while maintaining 95% customer satisfaction and 90% first call resolution.
Customer Relationship Manager
Hewlett Packard Enterprise
05.2016 - 02.2017
- Created reports such as daily case reports, CSATs and NPS score reports to maintain 92% TCE
- Central point of contact for customers and clients for feedback on service and developing procedure for improvement
- Identifying areas of customer service enhancement by analyzing a large client base and for the server team and training team members on those raising the quality of overall customer service delivery.
Server Support Engineer
Hewlett Packard Enterprise
12.2015 - 05.2016
- Received the most CSATs among 5 teams in the first month, and awarded the best achiever for the Q4 of 2016
- Diagnosed and resolved hardware and software issues for enterprise end users ranging from LAN/ WAN, Active directory, group policies, TCP/IP to Servers, Storage, Laptops, Desktops and other peripherals, while adhering to various KPIs to avoid or reduce problem occurrences.
Technical Support Representative
Reliance Protection Security Services
10.2012 - 10.2013
- Managed high levels of call flow, chats and email for solving end user issues with wide range of security systems throughout Canada.
Education
Junior Data Analyst Program -
Npower
Toronto, ON05.2021
Associate of Science - Information Security Management
Fanshawe College of Applied Arts And Technology
London, ON09.2012
Bachelor of Science - Bachelor of Computer Applications
Rajasthan University
India07.2011
Skills
- Windows 10, Mac OS, Linux
- BMC Remedy, Service Now, Salesforce, OPT
- Microsoft Excel, PowerPoint, Project, Word, Teams, Power BI, Power Automate, Graph, Planner, Azure Sandbox
- Calabrio, ADP, D365
- G Suite by Google, RDBMS, IBM Cognos Analytics
- Agile, Waterfall, Scrum, Gantt Chart , MS Project
- Languages: SQL, Python, Jupyter, Java
Accomplishments
- Streamlined the monthly cost audit process for the service desk's to increase the LVS GSD department's earnings by 20%.
- Efficiently supervised and managed over 10 DR tests for the LVS company wide phone system maintenance over the last two years
- Creative and detail-oriented professional with project experience from concept to publication of a very engaging LVS GSD wide newsletter.
- Drove team performance measured by NPS to 92% TCE (Total Customer Experience) in the server support division at HPE.
Certification
Google Project Management
ITIL Foundations v4
Microsoft Azure Artificial Intelligence
Microsoft Azure Fundamentals Professional Certificate
IBM Data Analyst Professional Certificate
Timeline
Data Analyst [Enablement-Operations]
Longview Systems
12.2021 - Current
Technical Lead, Global Service Desk
Longview Systems
05.2021 - 11.2021
Service Resolution Specialist
Aspira RA Outdoors
04.2017 - 05.2021
Customer Relationship Manager
Hewlett Packard Enterprise
05.2016 - 02.2017
Server Support Engineer
Hewlett Packard Enterprise
12.2015 - 05.2016
Technical Support Representative
Reliance Protection Security Services
10.2012 - 10.2013
Junior Data Analyst Program -
Npower
Associate of Science - Information Security Management
Fanshawe College of Applied Arts And Technology
Bachelor of Science - Bachelor of Computer Applications
Rajasthan University
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