Amarjeet Singh Kalsi
Bengaluru
Summary
Experienced Service Desk professional with 7 years in roles such as Team Lead and VDI Operations. Demonstrated success in managing SLAs and operations, with a focus on meeting deadlines. Proficient in team leadership, analytical thinking, and fostering strong relationships through clear communication.
Overview
7
7
years of professional experience
Work History
IT Service Management Senior Analyst
Accenture
09.2023 - Current
- Led virtual meetings and effectively communicated with team members across different time zones, fostering a collaborative and inclusive work culture.
- Successfully remotely, showcasing adaptability and resourcefulness in a virtual work setting.
- Installed system updates to address vulnerabilities and reduce security issues.
- Identified and resolved problems through root cause analysis and research.
- Provide ongoing support to telecommuting employees, addressing inquiries, concerns, and technical issues promptly.
Technical Lead
Cognizant
Bengaluru
05.2022 - 11.2022
- Managing agents/engineers as they provide support over calls, chats, E-mail requests via Service Now to reset password on Active Directory & other business monitoring tools.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Managed team of employees, overseeing hiring, training and professional growth of employees.
- Developed team communications and information for meetings.
- Audits the unaddressed/untouched ticket of the engineers & make sure they're updated on a regular basis.
- Act as point of contact for escalations for unresolved or escalated issues.
- Participates in team-building activities to enhance healthy working relationships.
- Interacts with senior management on matters concerning functional areas of responsibility and collaborated with team members to achieve target results.
Technical Lead
Wipro Technologies
02.2018 - 05.2022
- Job Responsibilities like handling calls, chats, E-mail requests via Service Now to reset password on Active Directory, Infor XA & other business monitoring tools.
- Ensure that all support requests are well documented and accurately categorized in IT ticketing system from creation of ticket to successful resolution.
- Provide technology expertise and thought leadership with an emphasis on troubleshooting on network routing, switching & modems.
- Troubleshooting technical issues such as network, system failures, operating systems & Installation Support.
- Perform audits of team and provide necessary feedback to defaulters & make sure they improve on areas.
- Interacts with senior management on matters concerning functional areas of responsibility.
- Manage workflow collaboration between teams such as Service Desk, Service Desk- Remote Desktop Support, Service Desk-Network Voice.
- Prepared variety of different written communications, reports and documents.
- Also manages Incident Management lifecycle, VDI Operations, SLA Management and Operations Management, Escalation management, Training Management & Technical Management.
- Can manage projects, ability to work within tight deadlines, a Self-motivator, Team Player & team leader.
Education
Master of Computer Applications -
Trident Academy of Creative Technology
Bhubaneswar01-2016
Bachelor of Computer Applications -
Trident Academy of Creative Technology
Bhubaneswar01-2014
Skills
- SLA and escalation management
- Operations management
- Quality assurance
- Team leadership
- Remote support tools
Certifications
- AWS Solutions Architect Associate Certification
- Power BI workshop certification, MIM training
- MIM training
- Microsoft A-Z 104
Languages
Punjabi
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Timeline
IT Service Management Senior Analyst
Accenture
09.2023 - Current
Technical Lead
Cognizant
05.2022 - 11.2022
Technical Lead
Wipro Technologies
02.2018 - 05.2022
Master of Computer Applications -
Trident Academy of Creative Technology
Bachelor of Computer Applications -
Trident Academy of Creative Technology
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