Hi, I’m
Daman Yadav
IT Service Delivery Lead
Gurgaon
Summary
In a technology-driven world where competence and faster services are the prime factors for success, I aim to gain employment as an ITIL, ITSM Expert in your company. I would like to implement both these to the position of technical support and provide outstanding customer service and technical support to clients.
Overview
7
years of professional experience
2
Certifications
Work History
Infinite Computer Solutions
Technical Lead
12.2023 - Current
Job overview
- Deep knowledge of providing support to application configuration
- Good understanding of ITIL V4 lifecycles and processes
- Provide leadership and oversight for daily operations over the Futures Clearing IT team in northern America
- Familiarity with various automated database reporting tools and IT Asset Management tools like ServiceNow
- Develops and maintains an effective and involved workforce through performance leadership and employee involvement
- Manage effective and efficient relationships with other teams in the bank and external parties such as exchange and regulator
- Outstanding skills of ITIL principles.
Rayden Interactive LtdPune
Technical Lead
03.2023 - 11.2023
Job overview
- Deep knowledge of providing support to application configuration
- Good understanding of ITIL V4 lifecycles and processes
- Provide leadership and oversight for daily operations over the Futures Clearing IT team in northern America
- Familiarity with various automated database reporting tools and IT Asset Management tools like ServiceNow
- Develops and maintains an effective and involved workforce through performance leadership and employee involvement
- Manage effective and efficient relationships with other teams in the bank and external parties such as exchange and regulator
- Outstanding skills of ITIL principles.
Intersoft Data LabsGurgaon
Sr. Support Engineer
05.2020 - 03.2023
Job overview
- Provide technical support for client Bed Bath & Beyond (hardware, software, and desktop support and asset management)
- Trained other team members with technical skills and process training
- Knowledge of providing licenses for the software to the users and sending the automated scripts within the software like SOTI, Avalanche, HP Manager
- Managed incidents, problems, and changes if required at any point in time, worked on escalations from clients or any major incidents during production hours
- Responsible for training team members, setting strategy, and monitoring progress towards goals
- Determined appropriate standards to resolve all business process issues
- Maintained efficient architecture as per organization priorities
- Provided technical support to all ITIL process owners and performed audits on processes
- Coordinated with customers to develop ITIL process strategies for design
- Managing the operations of the team
- Overlooking and ensuring a smooth workflow
- Motivating the team and solving problems
- Strong time management, organizational, and problem-solving skills
- Experience working with remote team members in different time zones.
Kixx Media Pvt LtdGurgaon
Support Engineer
11.2019 - 02.2020
Job overview
- Handled accounts of the customers and forwarded them to the specialist team
- Guided the customers regarding login issues with their accounts on chats
- Managing the schedule and delegating tasks to team members
- Organizing training and boot camps to maximize the potential of team members
- Creating and nurturing a positive work environment to boost productivity.
Publicis SapientGurugram
Technical Associate
12.2018 - 03.2019
Job overview
- Handled existing customers with their online accounts
- Assisted the customers on chats with their Internet, Wi-Fi, and Routers’ issues by troubleshooting within the timeframe
- Configuring networks
- Collaborating with internal teams or vendors to execute projects
- Documenting, maintaining, upgrading, or replacing hardware and software systems
- Troubleshooting and resolving technical problems.
Kixx Media Pvt LtdGurugram
Associate
02.2018 - 12.2018
Job overview
- Building and maintaining profitable relationships with key customers
- Upselling products after maintaining relationships with customers
- Collaborated with clients over calls, emails, and one-on-one meetings to present the features of the product
- Taking ownership of customer issues reported and seeing problems through to resolution
- Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues
- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
Education
University of Delhi
B.A Political Science
C.B.S.E Board
12th
C.B.S.E Board
10th
GITAM University
Masters of Business Administration
Skills
Okta Admin
Microsoft Windows
Microsoft Office
ITIL service management
JIRA Ticketing
Monitoring
Team Lead
Confluence Articles
Customer Support
Certification
ServiceNow Administrator, 2022
Projectsandcontributions
- Marcel Project, Publicis Groupe and Microsoft are joining forces to combine their unique expertise to build the platform of the future for Publicis Groupe employees and its clients. Through Publicis.Sapient, its technology and consulting arm, Publicis Groupe is defining the architecture and design of Marcel, and conceiving the user experience. Microsoft will build the platform, and connect it to its deep technology and AI capabilities, leveraging Microsoft Azure AI and Office 365. Contributed to the project during its testing phase to check and troubleshoot issues related to the application.
- Service Now Integration (Agent Workspace), During the integration of ServiceNow, we ensured that the agents would work in the agent workspace environment. This project was introduced to make the cases, calls, emails, and escalations integrated with each other to escape from manual workflows. Contributed during the testing of this project and closely worked with the service provider to achieve the goal within the organization.
Timeline
Technical Lead
Infinite Computer Solutions
12.2023 - Current
Technical Lead
Rayden Interactive Ltd
03.2023 - 11.2023
Sr. Support Engineer
Intersoft Data Labs
05.2020 - 03.2023
Support Engineer
Kixx Media Pvt Ltd
11.2019 - 02.2020
Technical Associate
Publicis Sapient
12.2018 - 03.2019
Associate
Kixx Media Pvt Ltd
02.2018 - 12.2018
University of Delhi
B.A Political Science
04.2020
C.B.S.E Board
12th
04.2017
C.B.S.E Board
10th
04.2015
GITAM University
Masters of Business Administration
04.2023