Ritesh S.

Ritesh Shah Analyst Active Operations Management India Private Limited (AOM India) Overview Ritesh Shah joined AOM India in 2011 and brings overall experience of more than 18+ years with 8+ years of Technical Expertise in IT Training, System Administration, Technical Support for Hardware, Software, Applications, Operating Systems, Server, Mainframe, Mobile and PDA. He brings demonstrated international expertise and experience of 10+ years in applying the techniques of AOM to improve the productivity and bring consistency in productivity levels across India Service Desk of Hewlett Packard through AOM Methodology by interacting with Operations through weekly planning and review meetings. He prepared AOM & WFM metrics for the entire globe in 60 sites of 9 different regions around the world as a part of AOM Global Team at Hewlett Packard. He has also prepared an automated system in Excel through VBA, DOS, Avaya scripting, Windows Scripting for capturing call, aux, offline work data of each agent, team, department, site reducing data entry time from 2 hours to 10 minutes using his Software Development skills. Current Role Ritesh Shah is working as an Operations Support Analyst making global Operations Analysis and Billing reports for clients of AOM International who in turn provides Operations Planning and Control solutions spread in 38 countries across the globe. Ritesh Shah also facilitates in providing technical and analytical support in AOM Diagnostics, SIM Training and Implementation Relevant Employment History AOM India Operations Support Analyst Hewlett Packard AOM Lead, Analyst, Help Desk Coordinator Sutherland Global Services Help Desk Engineer Reliance Info streams Customer Assistance & Response Executive SITEL (India) Customer Support Professional Pentasoft Technologies Senior Software Faculty BITS (India) Software Faculty Developed Abilities Operations Analysis and Management, Request & Incident Management, Technical Support, Software Development & Management, Computer Assembling & Maintenance, Corporate Training, Good with numbers Education MBA (International Business) – University of Brussels, Belgium, Europe Basic, Advanced, SELP Course – Landmark Education, Mumbai, India Implementing SQL Server Business Intelligence Solutions – Microsoft, India Professional Diploma in Software Technology & Management – NIIT Mumbai Bachelor of Commerce – Mumbai University, Mumbai, India