GAGAN SHARMA
Bengaluru
Summary
Results-driven Team Leader with expertise in Service Desk Operations and Identity Management. Proven ability to enhance team performance and operational efficiency through strategic project management and effective problem-solving.
Overview
8
8
years of professional experience
Work History
Team Leader
Cognizant Technology Solutions
Bangalore
07.2021 - Current
- Handled dual roles of People Management and Individual contributor
- Hands-on experience in Identity and Access Management.
- Handling 3 individual projects: Reconciliations & Infrastructure Role Correction
- Administer user accounts and access privileges in the organization’s identity management system.
- Involved in troubleshooting and resolving IAM issues, and participating in IAM projects and initiatives.
- Maintaining an up-to-date knowledge base of identity and access management, Service Desk Operations, and best practices.
- Managing the incidents, service requests, onboarding/offboarding of staff and contractors, and asset management within the IT operations on agreed SLAs.
- Provided a high level of customer service to the supported user base, and proactively identified and resolved issues before they escalated.
- Mentored L1 and L2 staff, monitored operations, and reviewed records and metrics to understand the team's performance.
- Identified areas for improvement, narrowed focus for decision-makers in making necessary changes, and developed action plans based on analysis findings and implemented solutions.
- Investigated complaints received from users regarding poor service quality or delays, and resolved escalated user inquiries in a timely manner while maintaining quality standards.
- Performed root cause analysis to identify systemic issues that were impacting operational efficiency.
- Developed and implemented operational strategies to increase the efficiency and productivity of the team.
- Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
- Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
- Identified areas where process improvements could be made resulting in increased productivity.
- Provided leadership and guidance to subordinate SMEs and SPEs.
Senior Analyst
HCL Technologies Ltd.
Bangalore
03.2019 - 03.2021
- Active Directory users and group management.
- Monitored ticketing system queues for incoming requests from customers, and followed up on tickets with technical owners.
- Coordinate with Tier II teams to expedite ticket/issue resolution & provided remote assistance to end-users when needed.
- Regular call and ticket audits to improve agent capability.
- Reporting: productivity, CSAT, FCR, telecom SLAs, etc.
- Provide floor support to reduce handle time.
- Also, provide weekend and off-shift hours support on the phone.
- Monitor the ACD queue, manage break management, and manage the SD mailbox.
- Coaching and Feedback.
- Keep track of agent-level quality metrics, like CSAT, ACT, KC, and QA audit scores, etc.
- BQ Management, please provide feedback to outliers via regular one-on-one meetings.
- Knowledge base management, and conduct regular process refresher trainings.
- Remotely troubleshooting application-specific issues.
- Drive compliance for monthly KCs, time entry, etc.
- Drafted documents that outlined processes, procedures, and best practices.
Helpdesk Associate
NTT Data Services
Bangalore
12.2017 - 03.2019
- Delivered comprehensive Tier 1 IT support for hardware and software to personnel.
- Acted as first point of contact for all technical service inquiries via calls and emails.
- Addressed customer questions and fulfilled requests through help desk operations.
- Utilized de-escalation techniques to maintain professionalism during difficult interactions.
- Coordinated with internal teams to provide precise information to clients.
- Ensured timely resolution of tickets while adhering to service level agreements.
- Collaborated closely with Training and Quality Assurance teams for continuous improvement.
Customer Service Representative
Magna Infotech
Bangalore
04.2017 - 11.2017
- Experience in developing solutions, service standards, and operational policies for business excellence.
- Area of expertise in special pricing and configuration management domain (configuring a vast array of HPE products and services), creating deals for the salespersons using tools, SAP, and Watson.
- Data management and end-to-end file validation, the ability to handle different products, matters, and offers crucial details to the sales department.
Education
Bachelor of Engineering - Electronics And Communications Engineering
Visvesvaraya Technological University
Bangalore07-2016
Associate of Science - Computer Science
Baldwins Methodist College
Bangalore07-2012
High School Diploma -
KV ASC & CENTRE (S)
Bangalore05-2010
Skills
- Service Desk Operations
- Identity and access management
- Project management
- Team leadership
- Client management
- Strategy development and collaboration
- Performance analysis and process improvement
- User account & access administration
- Incident management and technical troubleshooting
- Training, development, and root cause analysis
Timeline
Team Leader
Cognizant Technology Solutions
07.2021 - Current
Senior Analyst
HCL Technologies Ltd.
03.2019 - 03.2021
Helpdesk Associate
NTT Data Services
12.2017 - 03.2019
Customer Service Representative
Magna Infotech
04.2017 - 11.2017
Bachelor of Engineering - Electronics And Communications Engineering
Visvesvaraya Technological University
Associate of Science - Computer Science
Baldwins Methodist College
High School Diploma -
KV ASC & CENTRE (S)
Similar Profiles
Janardhanan PerumalsamyJanardhanan Perumalsamy
Sr. Executive Support at Cognizant technology Solutions, Cognizant Technology SolutionsSr. Executive Support at Cognizant technology Solutions, Cognizant Technology Solutions
DIKSHA GUPTADIKSHA GUPTA
Software Engineer at Cognizant Technology Solutions, CTSSoftware Engineer at Cognizant Technology Solutions, CTS
RAJAKUMAR PERIYASAMYRAJAKUMAR PERIYASAMY
Technical Lead at Cognizant Technology Solutions US CorpTechnical Lead at Cognizant Technology Solutions US Corp
UMANG SHROFFUMANG SHROFF
Senior Process Executive - Data at Cognizant Technology SolutionsSenior Process Executive - Data at Cognizant Technology Solutions
Hemendu JoshiHemendu Joshi
Lead Technology Manager – Creative Technology & Innovation Management at UnileverLead Technology Manager – Creative Technology & Innovation Management at Unilever