Gurpreet Singh Bajaj

Experience

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  Pleasance Technologies PVT Ltd.

  Jul 1998 - Dec 1998

  Junior Engineer – Customer Support

  Worked junior engineer taking care of marketing of passive networking products and maintenance of VT100 terminals at customer sites.Key customers handled are Northern Railways, ET&T, and CRIS.

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  HCL Comnet Ltd

  Dec 1998 - Apr 2000

  Customer Support Engineer – Satellite Communications

   Worked as customer care engineer for HCL Comnet taking care of installation and commissioning of VSAT networks and integrating customers LAN with WAN using modem, multiplexers and trouble shooting Installation, commissioning, and maintenance of Radio Modem links for wireless LAN. Projects handled: Ministry of Defense, National Stock Exchange, Sail & PGCIL

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  Telstra VComm

  Apr 2000 - Dec 2001

  Customer Support Engineer – Satellite Communications

  With Telstra VComm, I worked in customer support taking care of North and East regions.The key responsibilities were installation and maintenance of VSATs and integration of it with customer equipment.Testing of data and voice applications for customer on VSAT.Some of the important projects handled, ONGC, CSIR, Pepsi, Blue Dart, Denso, Sahara, LG.These projects includes installation of 3.8-to 6.5 mtr antenna size.I was also taking care of International Gateways like IBS and ISPs as well as flyaway for live up linking of live events like cricket matches Show less

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  Genpact (Formerly GE Capital)

  Dec 2001 - Dec 2006

  Assistant Manager – Network and Voice Management Group

  As part of core voice team, I was responsible for implementation, configuration, administration and trouble shooting of voice network. I was handling level 3 escalations for voice operations across eight sites which includes Gurgaon, Delhi, Jaipur and Kolkata. My responsibilities also included Project planning, implementation, technology resource management and allocation. Also take care of vendor management.As a part of the Avaya products management, I administered and maintained AVAYA S87xx (CM 3.0),G3Si V11, G3R, configured the C-LAN boards( Ethernet), DS1 boards( CAS/ISDN lines), MapD cards ( ASAI links), system features, outgoing/incoming call routing, configured the trunk groups/signaling groups, dial plan, station features, announcements, ACD features, Configured the ACD (Automatic Call Distribution), vectoring, Skill based routing (Expert Agent Selection), administered the BCMS Vu system, generating agent reports, and backed up the system data.BCP SPOC for telecom and taking care of all telecom related BCP requirements of processes and make sure that everything works fine at their BCP site.Major projects handled in GECIS are setup of voice infrastructure at DLFV, DMRC and Kolkata site. All sites are operational with 4000 users working from DLFV and 1200 users working from Kolkata and DMRC. Show less

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  Accenture Services Pvt Ltd

  Dec 2006 - Jun 2010

  Lead - Voice and Video Operations (Delhi Region)

  • Comprehensive support for voice operations encompasses various aspects, including the implementation, configuration, administration, and troubleshooting of contact centre voice network. • Meeting the business OLA• Vendor management – Avaya, Ericson, Cisco and Nice• Training & development of engineers

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  Aon Hewitt (formerly Hewitt Associates)

  Jun 2010 - Jul 2017

  Manager - Voice and Video Communication

  • Managed a team of 45 engineers in the Global IT department.• Oversaw comprehensive support for voice contact centers, office telephony, video operations, and mobility solutions.• Led network implementation, configuration, administration, and troubleshooting for voice and video networks across EMEA, NA, and APAC regions

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  AON Consulting Pvt Ltd

  Aug 2017 - now

  Senior Manager

  • Heading the IT - Center of Excellence Unit providing L2 Global Infrastructure Support to ~55K colleagues across global. • Manage Global Service Desk Operation deliveries for ~95% of Aon end-users in multi-language through multi-contact channels• Stakeholder, Vendor & Resource Management, Budgeting, Project Coordination (Pre-post Support) are part of responsibility/Delivery.• Oversee end-user operations in India, managing 8,000 end-user devices and IT infrastructure across offices and data centers. • Responsible for IT budget and financial management• Automation and process excellence, leverage analytics for monitoring and efficiency, drive SLAs, and implement process improvements• Consistently focus on customer satisfaction to achieve high NPS • Improved self-service capability creation through chatbot and multi-language self-troubleshooting knowledge articles• Focused on reduced MTTR by increasing Service Desk FCR through various shift-left opportunities Show less