Nitin Kapoor
Process Lead in a service desk
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About
I am working as a process lead with 10 years of experience in customer service and technical support. I am involved in people management, incident management and customer service. I have strong ability to communicate clearly and appropriately with business collaborates, non-technical end users, technical subject matter experts and vendors.
I am a skilled facilitator who is able to drive action plans. I have excellent written and verbal communications skills. I am capable of process re-engineering to meet standards for highly visible and complex processes.
Experience
As a process lead in SD Centre of excellence team, interacted with multiple engagements and worked on different projects for their performance improvement. Facilitated basic trainings required for a service desk like ITIL 4, Technical foundation and ServiceNow. Scheduled appropriate number of employees to complete production line tasks. Supervised processes to eliminate weak points or bottlenecks in business operations.
Education
ITIL 4 certified
I am a graduate (Bachelors of Arts, Napier university, Edinburgh, Scotland)
