Devender Singh

Mohali

Summary

Results-driven IT Professional with 4+ years of experience in Service Desk operations, systems administration, and technical troubleshooting. Skilled in Windows OS, Active Directory, and Office 365 management with growing expertise in Azure Data Factory, SQL, and cloud-based data integration. Recognized for resolving complex issues efficiently, automating workflows, and enhancing service delivery. Currently transitioning into a Data Engineering role to leverage analytical, cloud, and scripting capabilities for data-driven decision-making.

Overview

years of professional experience

Certification

Work History

Azure Data Engineer

RT Global Infosolution

01.2023 - Current

Implemented Azure Data Factory pipelines to extract data from on-premises databases, transform it, and load it into Azure SQL Database, and Azure Data Lake Storage Gen2.
Extracted data from various sources, like MS-SQL Server, manual files, and Blob Storage.
Have experience in transforming and loading data into Delta tables in Azure Databricks. Good understanding of storing and reading data from cloud storage, like Azure Blob Storage.
Automate end-to-end data pipelines with monitoring, manage databases, and optimize queries for efficiency.
Automated workflows with pipeline triggers in Azure.
Ensured data security with Azure Key Vault.
Utilized Databricks for big data analytics. Experienced in working with different file formats (Parquet, Delta, and CSV) and in modeling data models.
Collaborated with teams, enhancing data-driven decision-making.

Customer Advisor

Concentrix

01.2021 - 01.2023

- Provided advanced printer and hardware support for UK-based customers, achieving 90% customer satisfaction ratings.
Served as a Subject Matter Expert (SME) for escalation handling and team mentoring, improving resolution accuracy and response time.
Conducted call audits, performance tracking, and root cause analysis to enhance process quality.
Prepared and analyzed performance reports using Excel and SQL-based data extraction.
Utilized CRM software to manage customer interactions, ensuring accurate documentation and follow-up on all inquiries.
Conducted training sessions on product knowledge and customer engagement techniques, improving team confidence and effectiveness.
Implemented feedback mechanisms that empowered customers, contributing to continuous improvement initiatives within the service team.

Executive Customer Care Research Analyst

Tech Mahindra

07.2019 - 12.2020

Analyzed customer feedback data to identify trends, leading to improved service strategies and customer satisfaction.
Developed and implemented process improvements that enhanced operational efficiency in customer service workflows.
Collaborated with cross-functional teams to refine customer care protocols, resulting in reduced response times and streamlined operations.
Conducted in-depth research on customer behavior, providing insights that informed strategic decision-making for service enhancements.
Managed inbound and outbound customer interactions to resolve technical and account-related issues.
Consistently exceeded key performance metrics related to response time, customer satisfaction, and case resolution.
Collaborated with technical teams to streamline support processes and documentation.
Created detailed reports on customer service metrics, supporting management in evaluating performance and identifying training needs.
Assisted in the training of new analysts, fostering a collaborative environment that improved team productivity and knowledge sharing.
Utilized CRM systems to track and analyze customer interactions, ensuring data accuracy and enhancing reporting capabilities.

Education

Bachelor of Computer Applications - IT

IEC UNIVERSITY

Himachal Pradesh

05.2001 -

Skills

Data Engineering: Azure Data Factory (ADF), Data pipeline automation

,Azure Synapse, Azure Data Lake Storage (ADLS), Databricks, SQL Server, Python (Pandas, PySpark), ETL Pipelines,Azure SQL Database,Azure Blob Storage

Cloud & Infrastructure: Microsoft Azure, Office 365, Active Directory, Windows ServerIT Tools: ConnectWise Automate, RDP, Quick Assist, VPN ConfigurationData Analytics: SQL, Python, TableauNetworking & Support: LAN/WAN, Wi-Fi, VPN Troubleshooting, Printer ConfigurationSoft Skills: Problem Solving, Documentation, Collaboration, Communication, Client Support