Dipneet Singh Gujral

Experience

• 

  National Informatics Center

  Jan 2009 - Jun 2009

  Computer Programmer (Trainee)
• 

  Teleperformance

  Aug 2009 - now

  Perform risk assessments to identify IT security deficiencies/gaps and determine appropriate risk mitigation strategy with business suitable controls.Serve as primary liaison between the organization’s clients and security auditors, concerning information security and privacy incidents, laws, and policies.Works with global IT security team in the creation of policies, procedures, or guidelines to ensure the security and privacy of information and computer systems for Teleperformance.Identify and lead the appropriate subject matter experts to participate in the identification and analysis of risk scenarios.Serve as liaison between Information Technology, Operations, and administrative departments to maximize the adoption of and support for security plans and procedures within the organization.Align current business processes with client requirements and external security standards/obligations such as Visa PCI DSS, ISO27001 and ISO27002, HIPAA, BITS, etc.Review Statements of Work, Master Service Agreements, and other contracts for IT security obligations and identify areas of exposure.Completes all special projects and other duties as assigned Show less Create & enhance the value of IT services through the proper representation of the IT team in all venues of engagements with the various departments within organization and with the clients.Build strong working partnership with the operations and the clients.Act as a go-between the IT team, operations and the clients from a proactive communications standpointFacilitate better IT coordination and collaboration for client projects and escalations that require support from the different IT teams.Single point of contact providing ownership and leadership to our IT clients and internal CS/Ops stakeholdersProject planning and implementation from cradle to graveProvide consistency in service delivery ensuring that the programs overall IT health is above client’s expectations. Show less • Works for IT Service Support Functions, Maintain SLA and OLA of IT teams.• Administer of CA Service Desk ticketing Tool, Service Desk SharePoint sites, and other SD tools. • Maintains Ticketing Survey's.• Creating automated reports for various IT departments• Create Escalation Matrix.• Supervise Analysts and Senior Analysts and conduct shift meetings as necessary.• Train new hires and provide additional training and coaching for Tier 1 Analysts and Senior Analysts.• Create training materials and documentation for Help Desk tools and processes. • Supervise and coordinate resources effectively to ensure service levels are achieved.• Handle escalations from customers and team members and engage the Manager as necessary.• Ensure all Teleperformance policies and procedures are adhered to, including but not limited to: Security, HR, Operations, etc., and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediately• Performs other related duties and assignments as required and as assigned by the Manager Show less Strategy & Planning• Establish and enforce Help Desk service level agreements in consultation with end users to• Establish problem resolution expectations and timeframes.• Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.Acquisition & Deployment• Collaborate with other departments to identify and/or procure Help Desk software for internal staff and external clients.• Conduct research on emerging products, services, protocols, and standards in support of helpdesk technology procurement and development efforts.• Liaise with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues.Operational Management• Manage the processing of incoming calls to the Help Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.• Design and enforce request handling and escalation policies and procedures.• Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.• Monitor and test fixes to ensure problems have been adequately resolved.• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.• Track and analyze trends in Help Desk requests and generate statistical reports.• Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.• Oversee the development, implementation, and administration of help desk staff training procedures and policies Show less • Ensuring that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules, etc. „ • Undertaking HR activities as needed „ • Acting as an escalation point where difficult or controversial calls are received „ • Producing statistics and management reports „ • Representing the Service Desk at meetings „ • Arranging staff training and awareness sessions „• Liaising with senior management „ • Liaising with change management „ • Performing briefings to Service Desk staff on changes or deployments that may affect volumes at the Service Desk „ • Assisting Analysts in providing first line support when workloads are high, or where additional experience is required. Show less • Manage problem tickets from cradle to grave ensuring that appropriate information is gathered, assignment to fix agent is accurate, and resolution is achieved within the documented service levels.• Communicate technical and procedural production issues between company employees at all levels utilizing ticketing, email, instant messaging, and phone.• Provide first call resolution or facilitate resolution to issues by engaging the appropriate parties.• Facilitate escalation for unresolved issues approaching or surpassing the allowable service level.• Collect and consolidate required information from reporting parties into ticketing system.• Manage outbound campaigns on predictive dialing systems.• Performs other related duties and assignments as required and as assigned by supervisor or manager Show less • Manage the team efficiently to maximize agent utilization• Ensuring adherence to controls and procedures, and monitoring the operational health of the process through the quarterly RCSAs (Risk Control Self Assessment Grids).• Keeping the team and self-updated of all process changes/ process highlights, at all times.• Tracking agent/ team performance on quality, and working with the Quality and Training team to develop training schedules/ plans.• Identify potential Agent and groom them to take on higher responsibilities.• Automate the unit for smooth operations• Plan for upcoming organizational needs and implement strategies in a proactive manner • Proactively identifying & resolving problems, - reversing negative performance, maximizing efficiency & productivity Show less • Monitoring, identifying and resolving performance/behavior/attendance issues using the prescribed performance management techniques and taking action on productivity, personnel and payroll• Conducting performance appraisals.• Providing constructive feedback from time to time and ensure performance.• Providing Subject Matter Expertise.• Modifying Operations as needed to meet service level agreements under supervision of Operations Manager.• Completing all client related training successfully• Holding team meetings with the direct reports.• Communicating all process and client changes to direct reports within specific timeliness.• Providing hands-on assistance to my team in case of issues, both through direct intervention and mentoring. • Directly responsible towards fostering the development of the team by motivating them and ensuring career advancement and a long-lasting and fruitful relationship of the team with the Company through timely & constructive feedback and counseling Show less

  • Information Technology Security Analyst Risk Management

    Aug 2022 - now

  • IT Technical Account Manager

    Apr 2021 - Aug 2022

  • Lead - IT Service Fulfilment (Request Management) & Service Desk Administrator

    Aug 2016 - Apr 2021

  • Service Desk Supervisor

    May 2016 - Jul 2016

  • Senior Service Desk Analyst

    Aug 2015 - Apr 2016

  • IT Service Desk Analyst

    Aug 2014 - Jul 2015

  • Assistant Manager Customer Care

    Jun 2013 - Jul 2014

  • Subject Matter Expert

    Jul 2012 - Jun 2013

  • Technical Support Advisor

    Aug 2009 - Jul 2012
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  Delhi 2010 Commonwealth Games

  Jul 2010 - Oct 2010

  Technology Venue Assistant

  • Managing Technology related devices like computers, phones, printers, projectors etc.• Provides computer operations and help desk services and support to computer users.• Receives supervision and direction from the Information Technology Manager and Network Specialist.• Perform complex computer operation tasks acting under general supervision, assist with development of operations procedures. • Monitor and operate computer equipment and peripherals, perform routine maintenance that includes cleaning hardware Show less