Deepak Kumar Krishnamurthy
Bengaluru
Summary
I am known as a versatile Service desk specialist for my expertise in problem-solving, data analysis, and exceptional 10 + years of customer service experience. With a keen ability to adapt to new technologies and processes swiftly, I have consistently driven success in various projects and initiatives. My professional background encompasses project management, process improvement, and financial analysis, where I have demonstrated a solid track record of optimizing business operations and reducing costs effectively.
I possess a knack for analyzing data to identify trends and formulate strategies aimed at enhancing operational efficiency. Currently I am seeking full-time position that presents professional challenges, I am eager to leverage my interpersonal skills, excellent time management, and problem-solving abilities to contribute positively to my team's success.
Highly organized and reliable, I excel at managing multiple priorities with a positive attitude. I am also known for exhibiting willingness to take on additional responsibilities to meet team objectives and is recognized as a detail-oriented team player with strong organizational capabilities. With proven track record of handling multiple projects simultaneously with a high degree of accuracy, I am poised to make significant contributions.
Overview
9
9
years of professional experience
1
1
Certification
Work History
SW/App/Cloud Tech Support Specialist
Accenture
02.2015 - Current
- Interpreted clients' needs and introduced services to fit specific requirements.
- Listened and responded to client requests and forwarded necessary information to leadership.
- Built and managed relationships with key clients and partners to drive growth.
- Analyzed marketing data and trends to identify opportunities for improvement.
- Developed and implemented systems to track customer feedback and satisfaction.
- Created and delivered presentations to internal and external stakeholders to showcase work/progress/improvement areas.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Devised and implemented processes and procedures to streamline operations.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Conducted regular reviews of operations and identified areas for improvement.
- Maintained database systems to track and analyze operational data.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Generated reports detailing findings and recommendations.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Evaluated customer needs and feedback to drive product and service improvements.
- Created and managed project plans, timelines and budgets.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Developed effective improvement plans in alignment with goals and specifications.
- Followed all company policies and procedures to deliver quality work.
- Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
- Interviewed, trained, coached, performance reviews, and discipline of employees.
- Managed work schedules to ensure 100% coverage during the 24/7 support schedule.
- Managed 3 teams consisting of 45 desktop support technicians/resources and worked with Infra towers for timely resolutions for client concerns.
- Developed a mature phone/ticket escalation process to ensure efficient client service and deliverables.
- Ensured the team was always up to date and complied with company policies.
- Oversaw 100% of the requests, incidents, and problems reported by the organization.
- Performed incident manager duties to resolve all P1-P2 reported by the organization.
- Tracked all clients SLA's and KPI's on weekly basis and ensured all SLA's are met throughout my tenure
- Transitioned multi-departmental Help Desk into IT Controlled Service Desk
- Created an outline of IT Service Desk department processes and procedures that are in the best interest of the company.
- Primarily lead three Carve-out transitions successfully. Closed the migration and stabilization phase with zero internal and external escalations.
- Managed the service desk organization to ensure team and individual performance levels consistently met or exceeded the needs of clients/users.
- Efficiently managed resource hiring, delivery of process training and deployment of resources to the required projects.
- Streamlined client/stakeholder communications to fill in process/project gaps identified as risks for service delivery
- Maintained transition toolkit which includes - reviewing solution, resource hiring, transition milestones, timely updates to leadership, risk tracking, RAID tracking, Access tracking, Knowledge transfer and Knowledge base tracking, readiness checklist and so on.
Education
Master of Science - Computer Network Management
Middlesex University
London, United Kingdom11.2012
Bachelor of Engineering - Computer Science
Sri Venkateshwara College of Engineering
Bangalore, India03.2011
Skills
- Supervision and leadership
- Excellent Communication
- Multitasking
- Time Management
- Flexible and Adaptable
- Organization and Time Management
- Critical Thinking and Analytical Thinking
- Customer Relations
- Friendly, Positive Attitude
- Problem Resolution
Certification
- ITIL V4
- AZ-900
- Cisco Certified Network Associate (CCNA)
Timeline
SW/App/Cloud Tech Support Specialist
Accenture
02.2015 - Current
Master of Science - Computer Network Management
Middlesex University
Bachelor of Engineering - Computer Science
Sri Venkateshwara College of Engineering
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