Summary
Overview
Work History
Education
Skills
Certification
Timeline
Abhishek Gehlot

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 -

Jai Narain Vyas University, Jodhpur, Rajasthan, India
01.1997 - 01.2000

Skills

    Software Asset Management

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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.

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