Gagandeep Singh Sardar

• Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
• Trained new team members by relaying information on company procedures and safety requirements.
• Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
• Coached team members in techniques necessary to complete job tasks.
• Managed schedules, accepted time off requests and found coverage for short shifts.
• Adjusted equipment to meet different productivity levels.
• Designed strategic plan for component development practices to support future projects.
• Mentored and guided employees to foster proper completion of assigned duties.
• Built strong relationships with customers through positive attitude and attentive response.
• Worked with team to identify areas of improvement and devised solutions based on findings.
• Held weekly team meetings to inform team members on company news and updates.
• Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
• Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
• Promoted high standards through personal example to help each member understand expected behaviors.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Managed high levels of call flow and responded to technical support needs.
• Used ticketing systems to manage and process support actions and requests.
• Promoted efficiency among departments with prompt resolution of system issues.
• Developed and implemented interviewing processes to achieve consistent and structured approach.
• Stayed up-to-date with industry trends and best practices in interviewing and selection to offer updated services.
• Built relationships with recruiters and hiring managers to enhance success of recruitment process.

● Delivered technical information in an easily digestible way for clients and internal teams using CRM Horizon Tool and many client supported tools e.g.: - Extra View, Shared Point, Knoha Portal, Shared Investigator Platform, ServiceNow Tool, Active Directory, Software Center, Software Deployment, Microsoft Exchange Portal.

● Handled Light Speed Studies within 5-7 hours of given SLA by closing maximum number of tickets.

● Managed daily ticket queue effectively through efficient triage, diagnosis and resolution.

● Asked customers targeted questions throughout troubleshooting to determine smart solutions.

● Acted as the direct point of contact for any escalations dedicated application support team.

● Supported junior staff members through informal on-the-job training and supervision.

● Achieved a 93 to 97% customer satisfaction rate through excellent customer service and communication skills in last three months.

● Assisted service desks teams with the management of complex customer complaints, queries and issues.

● Managed the troubleshooting and problem-solving of disaster recovery solutions under extremely tight deadlines.

• Resolved issues with systems, hardware and telephones quickly and accurately.
• Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.

• Prepared technical responses to requests for quotes, assigning costs, timeframes and alternative solutions.
• Collaborated with vendors to locate replacement components and resolve advanced problems.
• Analyzed massive quantities of deep-dive information for Big Data projects.

● Documented IT processes and procedures, allowing for faster on-boarding of new employees

● Resolving phone, chat, and email customer inquiries.

● Processing and logging incoming calls, chats, and emails into the CRM system.

● Identifying customer needs.

● Providing outstanding customer service.

● Updating customer information as required.

● Maintaining confidentiality of information.

● Performing other duties as the need arises.