Bharat Dogra

Experience

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  SUN MICROSYSTEMS OF CANADA INC

  May 2004 - Aug 2004

  Field Service Administrator

  Provide service queue management and dispatch calls to appropriate Customer Service Technician Assisting Field Engineers on technical assignments

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  SOLECTRON - Kanata

  Jul 2006 - Oct 2006

  Electronics Assembler

  Functional Testing Electronic Modules Assembling Electronic Products and Quality Check

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  Sitel

  Mar 2007 - Apr 2007

  Microsoft Zune L1 Technical Support Representative

  Resolved technical software and Hardware issue.Part of the only one elite technical support group for Microsoft Zune

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  Dell

  May 2007 - Dec 2007

  XPS L1 Technical Support Representative

  Delivering customer support through IT help desk for US customers Accomplishments Involved in Sales coaching Excelled in customer service

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  Capgemini

  Jul 2008 - Dec 2018

  Senior Consultant - Engagement Manager

  Managing day to day operations of IT Service Delivery and Interacting with Business Client:•Team Management•Mentoring•Ensuring customer delight•Interacting with customer managers and delivering project reports•Improvement ideas leading to customer delight•Create and Drive Process improvements at organization / BU program level•Maintaining Knowledge Management Repository•Responsible to drive organizational / team competency development•Work on organizational process improvements RFPIs raised•Responsible for recruitment of resources•Creation of new processes and checklists•Monitor quality goals of the project by defining appropriate measures for the tasks owned•Queue management•Monitor and Improve SLA performance•Problem Management, participate in RCA•Cross Skilling (Multiple technology)•Meeting the competency development targets identified as a part of the competency assessment exercise•Presales/ solutions support Show less

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  Cintra: The Multi-Cloud Database Architects

  Jan 2019 - now

  Passionately dedicated to cultivating a supportive environment for my colleagues, I'm deeply committed to self-study and its practical application, especially within the domains of IT Service Management (ITSM) and delivery management. As a leader, I've had the privilege of collaborating closely with team members, guiding them to excel, and propelling my own career to new heights. I've worked alongside senior management to ensure the successful implementation of ITIL best practices, driving continuous improvement within our organization. I'm a results-oriented team player who eagerly takes on increased responsibilities, consistently delivering exceptional outcomes, and motivating my peers. My professional journey has been guided by the essential qualities of observation and active listening, which have been instrumental in my growth, particularly in ITSM, delivery management, and our pursuit of continuous improvement through ITIL best practices. Show less

  • Senior Support Operations Manager

    Aug 2023 - now

  • Service Desk Manager

    Jan 2019 - Sept 2023