Kuldeep. Singh

Experience

• 

  PC Solutions PVT LTD

  Nov 2007 - Nov 2009

  Helpdesk Coodinator (IT Customer Relation Executive)

  Commence 10th November 2007 with PC Solutions Pvt. Ltd. (Aegis BPO Client Location) Delhi as a Helpdesk Coordinator.1). Logging all user calls using Service IT/logging tool and issuing a trouble ticket by assigning a severity level. 2). Tracking all the calls till closure. 3). Escalate the calls internally or externally within as applicable to resolve the call.4). Coordinating & Call logging at Client Side if found some issues at client Side.5). Follow the proper escalation matrix provided with respect to the nature of call.6). Generate daily/weekly/Monthly reports on the activities being undertaken on regular basis. 7). Analyzing the call statistics and predicting the calls based on the login/logoff hours of different processes. 8). Coordinate with other locations (Gurgaon, Banglore, Nodia) for report generation and resolving problems.9). Inventory Management, assignment of asset coding for all technology related assets and report generation.10). Provide training to new team members/Colleagues.11). Record all installation of new machines, movement within site / locations, changes in configuration of machines (IMAC) etc.12). Resolution to the end users on phone to their problems related to Desktops/Work Stations, Laptops, Printers, Operating Systems, and Applications etc. as much as possible.13). Preparing Weekly Report.14). Record all installation of new machines, movement within site / locations, changes in configuration of machines (IMAC) etc.15). Maintaining database of the various vendors with details like contact person, telephone Nos., escalation matrix, response time and resolution time commitments etc.Maintaining all the Helpdesk\Technology Documents16). Mail Handling \ Mail communications. Show less

• 

  Renovision Automation Services Pvt. Ltd.

  Nov 2009 - Jul 2011

  Helpdesk (IT Sr. Customer Relation Erxecutive)

  Since 10th November 2009 with Renovision Automation Services Pvt. Ltd Location WBPO, Okhla New DelhiTasks Undertaken:1). Logging all user calls using Service IT/logging tool and issuing a trouble ticket by assigning a severity level. 2). Tracking all the calls till closure. 3). Escalate the calls internally within Wipro BPO as applicable to resolve the call.4), Follow the proper WBPO escalation matrix provided with respect to the nature of call.5). Coordinate with other WBPO locations for report generation and resolving problems.6). Movement/Replacement of systems as required meeting the User Expectations.7). Resolution to the end users on phone to their problems related to Desktops/Work Stations, Laptops, Printers, Operating Systems, and Applications etc. as much as possible.8). Working on different types of WIPRO Portals\Applications-:(EIMS,NDC)9). EIMS-: Employee Identification Management System.... (To get the ID's (Windows Login ID,E-mail ID, Avaya's Login ID) created for all the WIPRO Users.10). NDC-:No Due Certificate...(for giving final No Dues to all the WBPO user who has left or separated from the organization getting their ID's deleted & checking inventory Record, If any company hardware is issued to them than get the same released from user).11). Maintaining database of the various vendors with details like contact person, telephone Nos., escalation matrix, response time and resolution time commitments etc.12). Arrangement of Weekly\Monthly LAB\PROCESS Audits for smooth running of WIPRO business.13). Preparing Shift Roster, Shift End Details, Shift Update, Daily Summary Report.14). VCON( Video Conferencing) & TCON(Tele Conferencing) Management>Coordinating with all the participating locations & Requester15). Mail Handling\Mail communication… (Delhi, Kolkata, Mumbai, Greater Noida) Show less

• 

  IGATE

  Jul 2011 - Feb 2014

  Senior Helpdesk Coodinator

  Tasks Undertaken:1). Logging all user calls using HPSM (HP Service Manager) tool and issuing a trouble ticket by assigning a severity level. 2). Tracking all the calls till closure. 3). Escalate the calls internally within Coca-Cola (Client) Engineer as applicable to resolve the call.4), Follow the proper Coca-Cola escalation matrix provided with respect to the nature of call.5). Coordinate with other Coca-Cola locations for report generation and resolving problems.6). Movement/Replacement of systems as required meeting the User Expectations.7). Resolution to the end users on phone to their problems related to Desktops/Work Stations, Laptops, Printers, Operating Systems, and Applications etc. as much as possible.11). Maintaining database of the various vendors with details like contact person, telephone Nos., escalation matrix, response time and resolution time commitments etc.12). Arrangement of Daily and Weekly Report Audits for smooth running of Coca-Cola business.15). Mail Handling\Mail communication… (Delhi, Kolkata, Mumbai, Greater Noida)16) Creating "Daily Team Performance" and "Daily Incident Analysis and SLA Compliance Report". Show less

• 

  Progressive Infotech Pvt. Ltd.

  Feb 2014 - now

  I was handling multiple clients in: - Delhi NCRClients Names: - JKBPO, Genesis, Anand Group, DLF.Job Profile @ IT Project Manager..1. Managing Onsite team and client engagement. .2. Raise ARF and coordinate with HR for speedy closer. 3. Coordinate internal resources and third parties/vendors for the flawless execution of projects.4. Ensure that all projects are delivered within committed SLA and scope.5. Ensure resource availability and allocation.6. Develop a plan for monitoring and tracking committed activities ( PM Activity, Antivirus Activity, Inventory . etc.)7. Measure project performance using appropriate tools ( Daily / Monthly / Yearly MIS report and team /client meetings. 8. Report and escalate to management as needed.9. Perform risk management to minimize project risks. Show less Group Lead (Service Desk Lead)- Service Delivery I worked in client location: - Delhi (Connaught Place)Clients Names: - Hindustan Times.Job Profile @ Group Lead (Service Desk Lead)..1. Leading Helpdesks and on site/On calls Engineers.2. Arrange site related training for new resources. 3. Monitoring temporary assets allocation. 4. Monitoring and control PAN India AMC & FMS support.5. Coordinating with backend team for backup resource allocation / orientation and parts delivery. 6. Monitoring customer SLA and review with internal team...7. Managing client escalation and coordination with internal team for speedy resolution.8. Review Shift End Details, Shift Update, Daily Summary / MIS Reports.9. Reviewing Weekly /Monthly/ Yearly MIS Report..10. Auditing current processing and ticket quality for process improvement.11. Plan and monitor all PAN Indian activities (Inventory /Antivirus/ Preventive maintenance activity). . Show less

  • Project Manager

    Feb 2014 - now

  • Service Delivery Project Manager

    Mar 2016 - Jan 2018

  • Group Lead (Service Desk Lead)- Service Delvery

    Feb 2014 - Mar 2016