Rajkumar Nayak

Quality Analyst, IT Service & Support Function, IT Specialist

Talent

HyderabadMember since October 7, 2026

Ability to work well under pressureAnalytical & problem-solving skillsTeam ManagementActive directoryMS Office ApplicationsLeadership motivational skillExcellent verbal & written communicationPerformance Management skill

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Ability to work well under pressureAnalytical & problem-solving skillsTeam ManagementActive directoryMS Office Applications

About

Quality Analyst, IT Service & Support Function, IT Specialist, proficient in Time management & Critical decision making, with over 6.5 years’ experience. I am seeking for a highly rewarding career where I can use my skills and knowledge for organizational and personal growth.

Experience

Sr Quality Analyst - IT Service Desk at Tech Mahindra (2023-10 – Present)

Performing regular quality assurance audits across various production and operational stages to ensure adherence to quality standards.
Identifying ServiceNow and remedy INC defects within the production process.
DSAT Audits, FCR scrubbing and BAU audits.
Detailed RCA of fatal errors.
Analyzing and creating TNI and sending to process trainers for refresher with the top defaulters.
Governance & Calibrations, Coaching and Huddles with DIP check.
Preparing for WBR and MBR for business reviews on DSAT, BAU audits and FCR.
Connecting with Clients and getting new updates and discussing the challenges.

Level 1 IT Service Desk at Unisys (2022-01 – 2023-10)

To respond to L1 troubleshooting issues.
To respond to the incidents/issues reported by customer predominantly through Service Now, email, call, chat, & remote support.
Following incident lifecycle as defined by the process & logging the incidents with proper priority.
Maintained up-to-date knowledge of all company products, service procedures.
Partnered with Tier II and Tier III help desk peers based in the APAC and EMEA & NA to resolve complex problems that required escalation. Provided detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolutions.
Received "outstanding" ratings on performance reviews each year, with top marks in teamwork, customer service, communication skills and technical problem- solving.
Investigated reported issues and walked customers through scripted service protocols to rule out numerous problems, maintaining 95% of client satisfaction.

Customer Support Executive (Technical) at Tech Mahindra (2019-01 – 2021-12)

Experienced customer service professional providing customers with a high level of support (Technical) &interacting with the customer in appositive and friendly manner.
Troubleshooting a wide variety of gadgets and appliances.
Providing solution to the customer at the first point of interaction.
Inspection and direct concession by keeping the customer satisfaction as the priority.
Critical probing at times to analyze and highlight the fraud cases for necessary action.
Updating the detailed information in the company’s database.
Maintaining the schedule adherence of 9 hours with varying amount of call flow.
Meeting the KRA as per the provided norms in weekly basis.
Building rapport and ensuring highest standard of customer satisfaction by reducing customer effort.