Summary
Overview
Work History
Education
Skills
Timeline
Generic

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
Bangalore
07-2016

Associate of Science - Computer Science

Baldwins Methodist College
Bangalore
07-2012

High School Diploma -

KV ASC & CENTRE (S)
Bangalore
05-2010

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)

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GAGAN SHARMA