Service Desk Engineer
Chander Shekhar
Faridabad
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
14
14
years of professional experience
1
1
Certification
3
3
Languages
Work History
German Team Lead
Alpha variance solutions Pvt ltd
02.2024 - Current
- As a German team lead, I am managing a German language team in a dynamic and collaborative environment. We have 6 members team here in India. We are providing the technical support to german client and customers across the globe.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Coached team members in techniques necessary to complete job tasks.
Senior Engineer - Software
Slk Software Pvt Ltd
09.2022 - 02.2024
- Mentored junior engineers, providing guidance in best practices and fostering professional growth opportunities.
- Enhanced system reliability by conducting thorough root cause analyses and implementing corrective actions to prevent future issues.
- Streamlined workflow to enhance operational efficiency by integrating advanced project management software.
- Increased team productivity with introduction of agile methodologies, fostering collaborative work environment.
German Service Desk Analyst
SCORG International
12.2020 - 02.2022
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Engaged in user support interactions via telephone, chat and email platforms.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Assisted in training new team members on service desk procedures, tools, and best practices.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Improved service desk efficiency by streamlining processes and implementing best practices.
- Participated in IT projects as needed, providing valuable input from a service desk perspective to ensure seamless integration with existing systems.
Senior German Language Expert
WNS
12.2019 - 12.2020
- Its contractual job, as in the starting it was for one-year contract but after 9 months German language was D-scope
- Looking for permanent type job, should be at least 1 year or permanent
Business Development Executive
Adecco India Pvt Ltd.
07.2018 - 04.2019
- Built strong relationships with clients, leading to increased customer satisfaction and repeat business.
- Communicated directly with customers and partners to build strong business networks and relationships.
- Developed customized solutions for clients, addressing their unique needs and helping them achieve their goals.
- Negotiated client contracts and agreements to cultivate profitable business transactions.
TRMS INVESTIGATOR - GERMAN
Amazon Development center PVT Ltd
11.2015 - 04.2018
- Organized field trips or guest speakers related to the target culture, fostering greater understanding of linguistic nuances beyond textbook knowledge.
- Assisted in the development of investigative strategies, resulting in more efficient case resolutions.
- Maintain a professional tone.
- Documented findings and prepared detailed reports.
- Improved case resolution rates by conducting thorough investigations and utilizing effective interviewing techniques.
- Prepared case reports from allegations, transcripts of interviews and physical evidence.
- Supervised and motivated field investigators and collaborated with personnel to identify strengths and areas of weakness.
Lead - CRM Operations
Concentrix PVT LTD
09.2014 - 10.2015
- In Google my job role is optimize to German Accounts
- We have to go through the German Website, Analysis them give the resolution to Account holder
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Boosted CRM adoption by streamlining processes and providing comprehensive training to team members.
- Actively contributed to company growth by leveraging insights from customer data within the CRM system for strategic decisionmaking.
- Made customers aware of current and new programs and services.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
German Language Analyst
Tech Mahindra BPO Limited
07.2013 - 08.2014
- In FIFA My Job was to deal with German customers those want to book the FIFA Football match tickets
- We have to give them various type of information about the Football match tickets
- Streamlined translation processes to increase efficiency and reduce errors in critical documents.
- Assessed student performance through regular testing, identifying areas for improvement and adjusting instructional strategies accordingly.
- Conducted thorough language analyses, resulting in accurate translations and interpretations for clients.
- Participated in professional development opportunities to continuously refine skills as a language analyst and educator.
CCE NCRArizona ArizonaFLP CGD
IBM Daksh Services Private Ltd
12.2010 - 04.2012
- In Amazon.de my job was to deal with German Customers via E-Mails and answer them for their Order and Website related queries as soon as possible with best solution
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked effectively in fast-paced environments.
- Strengthened communication skills through regular interactions with others.
Education
Bachelor of Arts - Arts
IGNOU
Delhi, India06-2010
A-1 & A-2 - German Language Course
Goethe Zentrum MMB
New Delhi, India 04.2001 -
B-1 - German Language
Goethe Zentrum MMB
Senior Diploma - German Language
Osmania University
Hyderabad, TelanganaAdvanced Diploma - German Language
Osmania University
Hyderabad, TelanganaSkills
- Non-voice profile
Operations management
Performance monitoring
Coaching and mentoring
Quality control
Father Name
Lt. Sh. Bharat Singh
Skype Id
live:587f18d7bc400ef8
Personal Information
- Date of Birth: 01/01/85
- Gender: Male
- Nationality: Indian
Areas Of Interest
- German Translation
- Travelling
- Reading Books
- Reading Articles
Additional Information
I have a very good experience in the core German language , as I am working here in india approx last 12 plus years. I can handle the German language team easily. I have worked for Ibm, Tech Mahindra, Concentrix, Amazon, Adecco, Scorg International, Wns, Slk software, Alpha Variance etc.
Software
German Language Customer Service
Certification
A1, A2, B1 in German Language, Senior & Advanced Diploma in German Language.
Learning new Technologies, Taking to German Customers, Watching Movies
I have a good knowledge of Travel Industry, Flight ticketing tool (saber & Amadeus), Dev-ops. Jira, Crm, Service now, Interpretation , Good German Comunication skills etc.
Timeline
German Team Lead
Alpha variance solutions Pvt ltd
02.2024 - Current
Senior Engineer - Software
Slk Software Pvt Ltd
09.2022 - 02.2024
German Service Desk Analyst
SCORG International
12.2020 - 02.2022
Senior German Language Expert
WNS
12.2019 - 12.2020
Business Development Executive
Adecco India Pvt Ltd.
07.2018 - 04.2019
TRMS INVESTIGATOR - GERMAN
Amazon Development center PVT Ltd
11.2015 - 04.2018
Lead - CRM Operations
Concentrix PVT LTD
09.2014 - 10.2015
German Language Analyst
Tech Mahindra BPO Limited
07.2013 - 08.2014
CCE NCRArizona ArizonaFLP CGD
IBM Daksh Services Private Ltd
12.2010 - 04.2012
A-1 & A-2 - German Language Course
Goethe Zentrum MMB
04.2001 -
B-1 - German Language
Goethe Zentrum MMB
Senior Diploma - German Language
Osmania University
Advanced Diploma - German Language
Osmania University
Bachelor of Arts - Arts
IGNOU
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