Deepak Dhar
Anaheim,CA
Summary
Skilled in building business development and have a great experience of working with teams globally to create solutions. Keeps up-to-date with marketing technology trends to improve products and solve business problems. Excellent communication, multitasking and organizational abilities.
Overview
6
6
years of professional experience
Work History
Solution Specialist
City Of Pasadena
03.2023 - Current
- Enhanced customer satisfaction ratings by resolving issues efficiently.
- Provided leadership and direction across the Configuration management, Integrations, incident management and Support issues.
- Developed and managed a complete ServiceNow service catalog with different items, options, and steps to make it easy for users to request services.
- Created many Performances Analytical reports to track the Performance of all the Agents.
- Developed and maintained strong relationships with key stakeholders, fostering trust and ensuring successful solution implementation.
Solution Specialist, ServiceNow
Deloitte Consulting LLP
02.2022 - 02.2023
- Increased client satisfaction by developing and implementing customized solutions for their specific needs.
- Integrated the service portal with various ServiceNow modules, such as Incident Management and Knowledge Management, enabling users to efficiently interact with IT services.
- Implemented 50+ SLA’s for different levels of customers in CSM module.
- Invoked web services like REST and SOAP using scripts to facilitate the integrations for the third-party applications.
- Worked with different teams and developed new and better ways to do things that work for everyone.
ServiceNow Business Analyst
Iheart Media
07.2020 - 11.2021
- Improved business processes by analyzing current practices and recommending optimization strategies.
- Create and maintain dashboards and reports in ServiceNow to visualize key metrics and KPIs (Key Performance Indicators) for stakeholders across the organization.
- Created dashboards to monitor and track key performance indicators.
- Developed complex dashboard and reporting tools to track business performance metrics.
- Collaborated with stakeholders to define project objectives and criteria.
Business Analyst
Deloitte Tax Services
05.2018 - 12.2019
- Generated standard and custom reports to provide insights into business performance.
- Performed gap analysis to identify areas of improvement.
- Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
- Records monitors and tracks changes incidents and outages that may impact Customers.
- Collaborated across different departments and global locations to discover and seize opportunities for small and medium-sized businesses (SMBs). Developed creative and scalable solutions that benefited SMBs and adhered to best practices.
Education
Master of Science - Computer Engineering
Westcliff University
Irvine, CA12.2021
Skills
Stakeholder Management
Problem-solving Skills
Market Research and Analysis
Product Development
Business Acumen
Leadership Skills
Timeline
Solution Specialist
City Of Pasadena
03.2023 - Current
Solution Specialist, ServiceNow
Deloitte Consulting LLP
02.2022 - 02.2023
ServiceNow Business Analyst
Iheart Media
07.2020 - 11.2021
Business Analyst
Deloitte Tax Services
05.2018 - 12.2019
Master of Science - Computer Engineering
Westcliff University