Gaurav Kr. Yadav
Lucknow, Uttar Pradesh
Summary
Specialist with extensive experience in incident management and IT service delivery. Proven ability to engage stakeholders and implement possible solutions, resulting in improved client satisfaction. Track record of delivering timely resolutions to complex technical issues.
Proficient in cloud computing services, with hands-on knowledge of Amazon Web Services (AWS) and Microsoft O365 Exchange. Actively pursuing growth opportunities to deepen expertise in AWS cloud solutions and O365 administration.
Overview
14
14
years of professional experience
Work History
Specialist (Nestle Project)
HCL Tech
Lucknow
03.2023 - Current
- Delivered technical support solutions to clients, ensuring timely issue resolution.
- Collaborated with internal Nestlé teams and external product teams to design and implement effective solutions for complex technical issues.
- Develop and maintain a structured knowledge base to empower Level 1 (L1) support teams.
- Streamline communication between stakeholders to enhance service delivery and client satisfaction, enhancing client satisfaction scores by 15%.
- Provided rapid IT support through the Virtual Digital Bar, resolving client issues via video calls within 15 minutes, unless escalation to another team was required.
- Managed incident, problem, and change tickets in Service Now, ensuring accurate documentation, and timely resolution.
- Streamlined workflow by categorizing and prioritizing tickets.
- Generated reports and dashboards in Service Now to monitor ticket trends and support performance metrics.
- Managed ticket queues by assigning and prioritizing work items, such as incidents, service catalog tasks (SC Tasks), and Virtual Digital Bar (VDBs), to ensure smooth workflow and timely resolution.
Lead O & M Ops (Bharti Telesonic Network Limited)
Teamlease Services Ltd.
Lucknow
08.2021 - 03.2023
- Maintaining DLC’s for proper working on fiber as well as copper links.
- Mobility IP and VLAN testing on ONT and MUX media for 2G,4G and 5G migration of sites.
- Resolving Site Down, Transmission issues and 4G Bandwidth related issues.
- Installation on 5G rollover devices.
- Maintaining the devices and equipment at the DLC’s for proper working.
- Working on fiber rollover of the mobility sites from RF.
- Fiberization of network over copper.
- Installation of fiber device as OLT of Nokia, Huawei and ZTE.
- Worked on the sophisticated circuits of LCD and 2K devices.
- EQUIPMENT: Huawei- LCD X8, X16, DSLAM (Airtel) MA5600T, MA5603T (Broadband & Voice).
- Nokia- Aggregators (SR7), CORE (SR12), NPE, SAS-M, SAS-T, SAS-mxp, SAR-8, SAR-6, IXRE.
- ECI- BG20, BG30, BG40, BG-60, XDM1K, XDM2K, XDM3K.
- ZTE- FTTH OLT - C610, C650 (Broadband & Voice).
- Nokia-FTTH OLT- ISAM-FX16, ISAM-FX8, ISAM-FX4 & ISAM-DF16 (Broadband & Voice).
Data Field Engineer (Bharti Telesonic Network Limited)
Teamlease Services Ltd.
Lucknow
12.2018 - 10.2020
- Maintaining data network as Multiprotocol Label Switching, Point to point and Internet Leased port.
- Installing, Configuring and Troubleshooting of Networking Equipment’s: Modem and Routers.
- Working on copper and fiber element for the network connectivity.
- Worked with outside vendors and teams to develop data wiring infrastructure.
- Resolving the given issue related to network within SLA.
- Expert in using the network tester as JDSU 3000, VIAVE 4500 and VIAVE 5600.
- Working on multiple types of MUX as ECI, Nokia and CEINA.
System Engineer
CHC Technologies
Lucknow
09.2017 - 11.2018
- Installation and Maintenance of computers including software and urls used by the organization.
- Identifying and solving any problems that affect computer operating systems.
- Maintenance and upgrading of computer systems or offering recommendations on upgrades needed.
System Engineer (Bharti Airtel Ltd)
Accel Frontline Global IT services
Lucknow
11.2016 - 09.2017
- Installation and Maintenance of computers including software and urls used by the organization.
- Identifying and solving any problems that affect computer operating systems.
- Configuring and troubleshooting Microsoft Outlook.
- Maintenance and upgrading of computer systems or offering recommendations on upgrades needed.
- Managing DFS, other services of Active Directory.
- Installing configuring administrating software applications.
System Engineer (Bharti Airtel Ltd)
3I Infotech Ltd.
Lucknow
09.2015 - 11.2016
- Installation and Maintenance of computers including software and urls used by the organization.
- Identifying and solving any problems that affect computer operating systems.
- Configuring and troubleshooting Microsoft Outlook.
- Maintenance and upgrading of computer systems or offering recommendations on upgrades needed.
- Managing DFS, other services of Active Directory.
- Installing configuring administrating software applications.
ATM Customer Service Engineer (SBI)
CMS Info System Pvt.
Barabanki
04.2014 - 12.2014
- Hyosung installation expert bring live procedure for both ATM and CDM.
- Managed more than 35 ATMs for hazel free working.
- Responsible for down call as well as time to time preventive maintenance of the machines.
Network Engineer
Wemac solutions
Lucknow
08.2011 - 09.2012
- Managing and Maintaining the Servers, PC’s, Routers and Switches.
- Troubleshooting of LAN.
- Networking and connecting computers within the same organization to enhance communication.
Education
MBA - IT
Integral University
LucknowB.C.A. -
Punjab Technical University
LucknowHigh School - I.C.S.E. Board
Children College
AzamgarhInter Mediate - U.P. Board
T.R.B.S.S.I.C.H
AzamgarhSkills
- FTTH Installation
- Live to node
- Technical support
- Incident management
- Service Now
- Network troubleshooting
- Upgradation CORE Aggregators, BRAS
- Traffic shifting
- Active Directory
- VPN
- DFS
- DNS
- DHCP
- IIS
- Remote-Assistance
- File and Print Servers
- Managing Servers,PCs,Routers,Switches
- Networking Equipment
- Multiprotocol Label Switching
- Point to point
- Internet Leased port
- Troubleshooting Microsoft Outlook
- Software applications
- Maintaining data network
- Maintenance of complete system
- Troubleshooting of LAN
- Testing of computers
- Identifying problems
- Maintenance of networking systems
- Upgrading computer systems
- Networking
- IT Service Management (ITSM)
- Identity and collaboration tools
- Microsoft Office 365
- Power BI
- Knowledge management
- IT service delivery
- Queue and Mailbox Management
- Stakeholder engagement
- Cloud computing
- AWS administration
- O365 Exchange
- Global Client Support
- Performance monitoring
- Team collaboration
- Vendor relations
- Conflict resolution
- Time management
- Technical troubleshooting
- Management collaboration
Disclaimer
I hereby declare that above information is correct and true to that best of my knowledge and belief.
Languages
- Hindi
- English
Personal Information
- Father's Name: Mr. Rajesh Yadav
- Date of Birth: 06/29/91
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Timeline
Specialist (Nestle Project)
HCL Tech
03.2023 - Current
Lead O & M Ops (Bharti Telesonic Network Limited)
Teamlease Services Ltd.
08.2021 - 03.2023
Data Field Engineer (Bharti Telesonic Network Limited)
Teamlease Services Ltd.
12.2018 - 10.2020
System Engineer
CHC Technologies
09.2017 - 11.2018
System Engineer (Bharti Airtel Ltd)
Accel Frontline Global IT services
11.2016 - 09.2017
System Engineer (Bharti Airtel Ltd)
3I Infotech Ltd.
09.2015 - 11.2016
ATM Customer Service Engineer (SBI)
CMS Info System Pvt.
04.2014 - 12.2014
Network Engineer
Wemac solutions
08.2011 - 09.2012
MBA - IT
Integral University
B.C.A. -
Punjab Technical University
High School - I.C.S.E. Board
Children College
Inter Mediate - U.P. Board
T.R.B.S.S.I.C.H