Abhishek Gehlot
Gurugram
Summary
As a seasoned Service leader with extensive experience in managing ITAM Services, I have a proven track record of defining and executing strategies to transform ITAM through technology. My expertise lies in aligning synergies across cross-functional teams to develop ITAM roadmaps that adhere to service and asset management standards, plans, and procedures. With hands-on program management experience, I have been able to drive process improvements and lead automation initiatives with highly effective change management processes in place.
I am also adept at driving cross-functional collaboration across geographies, championing technology transitions, and implementing new platforms to optimize ITAM practices. I believe in being an agent of change and building great teams to achieve extraordinary results leveraging people, process, and technology
Overview
19
19
years of professional experience
3
3
years of post-secondary education
7
7
Certifications
Work History
Practice Lead
SoftwareONE India Pvt. Ltd.
Gurugram
01.2020 - Current
- Successfully built and started the Flexera Technical support in GSDC India increasing the capability of GSDC India team.
- Implemented successful Technical Support Model based on the services defined by the Global Service Owners.
- Designed and introduced development, coaching and team management model, resulting in self driven employees with increased levels of responsibility.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to ITAM Service.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
Technical Team Lead
SoftwareONE India Pvt. Ltd.
Gurgaon
01.2016 - 12.2019
- Designed strategic plan for component development practices to support future projects.
- Hired, trained and mentored staff to maximize effectiveness.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted training and mentored team members to promote productivity and commitment to multiple ITAM services.
- Built strong relationships with customers through positive attitude and attentive response.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Promoted high standerds through personal example to help each member understand expected behavious and standards.
Lead Technical Consultant
SoftwareONE India Pvt. Ltd.
Gurugram
10.2014 - 01.2016
- Analyzed client business processes to propose optimal software applications for unique requirements.
- Assessed business requirements to create focused solutions.
- Researched and adopted new technologies to add value to existing services.
- Organized system operating procedures to strengthen controls.
- Improved systems with addition of new features and infrastructure.
- Authored best practices documentation for use in new personnel onboarding processes.
- Maintained authoritative knowledge through continued education and ongoing training.
- Developed technical requirement documentation for new Snow and Flexera Implementation.
- Collaborated with upper management to drive strategy and implement new processes.
Consultant
Convergys India Pvt. Ltd.
Gurugram
05.2006 - 10.2014
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided network support services for devices such as hubs, bridges, routers, and other hardware.
- Managed, tracked, and coordinated problem resolution and escalation processes.
- Escalated emergency technical issues beyond knowledge to maintain optimum up-time.
- Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
- Gathered trend data from customer calls and interactions.
- Researched new tactics to better hone responses and shorten remediation times.
Specialist Customer Support
IBM Global Process Services
Gurugram
04.2004 - 05.2006
- Used remote diagnostic tools to identify sources of certain customer issues.
- Explained complex technology-related issues in understandable terms to customers.
- Took ownership of issues and set proper and realistic expectations to deliver prompt solutions.
- Configured and tested new software and hardware.
Implementation Engineer
NextStep India Pvt. Ltd.
New Delhi
Education
Bachelor of Commerce -
01.1997 - 01.2000
Skills
Software Asset Management
Service Delivery
Technical Delivery
Service Design and Implementation
Consulting
Strategic planning
Team Building
Certification
MCTS: Volume Licensing Specialist for Large Organizations
Timeline
Practice Lead - SoftwareONE India Pvt. Ltd.
01.2020 - Current
Technical Team Lead - SoftwareONE India Pvt. Ltd.
01.2016 - 12.2019
Lead Technical Consultant - SoftwareONE India Pvt. Ltd.
10.2014 - 01.2016
Consultant - Convergys India Pvt. Ltd.
05.2006 - 10.2014
Specialist Customer Support - IBM Global Process Services
04.2004 - 05.2006
Jai Narain Vyas University - Bachelor of Commerce,
01.1997 - 01.2000
Implementation Engineer - NextStep India Pvt. Ltd.