Summary
Work History
Education
Skills
Accomplishments
Personal Information
Languages
Languages
Timeline
Generic
Akash Sinha

Akash Sinha

Gurgaon

Summary

Dynamic IT professional with over 10 years of experience at TCS, specializing in ITIL 4 and service management.

Work History

Lead Associate

TCS Project - easyJet
Gurgaon
09.2025 - 01.2026
  • Led daily operations to ensure seamless service delivery at easyJet.
  • Oversaw training programs to develop staff skills and improve teamwork.
  • Analyzed operational data to identify trends and recommend strategic initiatives.
  • Provided leadership to team members by motivating, training, coaching and disciplining staff.

Lead Technical Support (EUC)

TCS Project - Swissport
Noida
06.2024 - 08.2025
  • Spearheaded daily operations, staff, and resource management to maximize performance and enhance candidate satisfaction.
  • Automated common IT support tasks (e.g-clearing cache, restarting services) using Nexthink Playbooks, saving 18 hours of help desk time monthly.
  • Championed process enhancements by identifying and executing workflow optimizations.
  • Monitored critical KPIs, including MSR, WSR, call volume, resolution time, and customer satisfaction, to drive continuous improvement initiatives.
  • Manage escalations, and coordinate with cross-functional teams for complex problem-solving.
  • Develop and implement technical support protocols and service-level agreements (SLAs).
  • Experience in leading the setup, delivery, and expansion of Transition, and in setting up the Global IT Service Desk and EUC.
  • Accountable for overall operational governance for global service desks across India locations for multiple clients.
  • Act as a single point of contact for issues arising from delivery-related account activities (IT and HRO).
  • Ensure the implementation of best practices in the areas of people, process, technology, and controls, in collaboration with cross-functional support teams.
  • Collaborate with IT infrastructure teams to ensure seamless integration of EUC technologies.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.

Lead - IT Operations, System Administrator

TCS
Gurugram
09.2020 - 06.2024
  • Demonstrated excellence in customer service, swiftly and professionally resolving user issues.
  • Proven leadership in supervising and mentoring a team of support technicians, focusing on training, performance management, and scheduling.
  • Expertise in providing advanced technical support and direction to IT support staff.
  • Efficient management of Help Desk operations, including ticketing systems, phone, and email, ensuring courteous and prompt resolution of end-user issues.
  • Skilled in designing and implementing effective request handling and escalation protocols.
  • Managed and maintained enterprise IT infrastructure, ensuring high availability and optimal performance.
  • Stayed current with emerging technologies and best practices to recommend improvements to IT infrastructure.
  • 10 YEARS

Helpdesk Agent- System Engineer

TCS
Gurugram
03.2015 - 03.2020
  • Diagnosing and resolving hardware, software, and network problems.
  • Guiding users through troubleshooting steps, explaining technical concepts, and offering solutions.
  • Keeping users informed about the progress of their requests and ensuring customer satisfaction.
  • Provided first-level support and troubleshooting for hardware, software, and network issues.
  • Managed ticketing system to document, prioritize, and resolve customer technical concerns efficiently.
  • Conducted remote support sessions to diagnose and resolve user problems effectively.
  • 10 YEARS

System Engineer

WIPRO
Gurugram
06.2012 - 07.2015
  • Addressed user inquiries and service requests through phone, email and face-to-face interactions.
  • Delivered remote technical support to resolve user issues efficiently.
  • Guided users through fundamental IT operations and educated them on new system and application usage.
  • Assisted with user account creation, password resets, and access permissions.
  • Conducted remote support sessions to resolve complex technical issues.
  • Wipro India Ltd.

Education

Bachelor of Engineering - Computer Science

RGPV
08-2009

Skills

  • ITIL 4 and service management
  • Six Sigma Green Belt
  • Project management
  • Office 365 administration
  • Identity and access management

Accomplishments

  • Leadership Excellence Award
  • Mentorship Award
  • Impact and Innovation Award

Personal Information

  • Date of Birth: 08/17/87
  • Nationality: Indian
  • Marital Status: Married

Languages

  • English
  • Hindi

Languages

English
Advanced (C1)
C1
Hindi
Advanced (C1)
C1

Timeline

Lead Associate

TCS Project - easyJet
09.2025 - 01.2026

Lead Technical Support (EUC)

TCS Project - Swissport
06.2024 - 08.2025

Lead - IT Operations, System Administrator

TCS
09.2020 - 06.2024

Helpdesk Agent- System Engineer

TCS
03.2015 - 03.2020

System Engineer

WIPRO
06.2012 - 07.2015

Bachelor of Engineering - Computer Science

RGPV

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Akash Sinha