Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Gaurav Kumar

Noida

Summary

Dedicated IT professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

7
7

+ Years of professional experience

Work History

Sr. Support Engineer (Incident Manager)

Bold Technologies
Noida
09.2022 - Current
  • Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
  • Carried out day-to-day duties accurately and efficiently.
  • Exceeded goals through effective task prioritization and great work ethic.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
  • Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
  • Improved operations through consistent hard work and dedication.
  • Developed team communications and information for meetings.
  • Collaborated with team members to achieve target results.
  • Participated in team-building activities to enhance working relationships.
  • Conducted research, gathered information from multiple sources and presented results.
  • Prepared variety of different written communications, reports and documents
  • Managed team of employees, overseeing hiring, training and professional growth of employees
  • Exceeded goals through effective task prioritization and great work ethic
  • Worked flexible hours across night, weekend and holiday shifts
  • Adhered to social distancing protocols and wore mask or face shield
  • Carried out day-to-day duties accurately and efficiently
  • Learned new skills and applied to daily tasks to improve efficiency and productivity
  • Used critical thinking to break down problems, evaluate solutions and make decisions
  • Used coordination and planning skills to achieve results according to schedule
  • Identified issues, analyzed information and provided solutions to problems
  • Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
  • Conducted research, gathered information from multiple sources and presented results

Sr. Analyst (Incident Manager)

HCL Technologies, IOMC
Noida
03.2016 - 09.2019
  • Created plans and communicated deadlines to complete projects on time.
  • Resolved problems, improved operations and provided exceptional service.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Exceeded goals through effective task prioritization and great work ethic.
  • Developed and implemented performance improvement strategies and plans to promote continuous improvement.
  • Worked with customers to understand needs and provide excellent service.
  • Identified issues, analyzed information and provided solutions to problems.
  • Drove operational improvements which resulted in savings and improved profit margins.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Learned new skills and applied to daily tasks to improve efficiency and productivity.
  • Used coordination and planning skills to achieve results according to schedule.
  • Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
  • Prepared variety of different written communications, reports and documents.
  • Led projects and analyzed data to identify opportunities for improvement.
  • Exceeded goals through effective task prioritization and great work ethic
  • Collaborated with team members to achieve target results
  • Used coordination and planning skills to achieve results according to schedule
  • Resolved problems, improved operations and provided exceptional service
  • Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
  • Maintained energy and enthusiasm in fast-paced environment
  • Resolved conflicts and negotiated mutually beneficial agreements between parties
  • Onboarded new temps by entering employee information into systems
  • Adhered to social distancing protocols and wore mask or face shield
  • Worked flexible hours across night, weekend and holiday shifts
  • Improved operations through consistent hard work and dedication
  • Developed team communications and information for meetings
  • Demonstrated respect, friendliness and willingness to help wherever needed
  • Received and processed stock into inventory management system
  • Actively listened to customers' requests, confirming full understanding before addressing concerns
  • Developed and implemented performance improvement strategies and plans to promote continuous improvement
  • Carried out day-to-day duties accurately and efficiently
  • Learned new skills and applied to daily tasks to improve efficiency and productivity

Associate

Wipro
Noida
07.2015 - 03.2016
  • Worked varied hours to meet seasonal and business needs.
  • Maintained confidentiality on projects, with clients and regarding corporate data to alleviate data breaches.
  • Created solutions for customers to satisfy specific needs, quality and budget.
  • Greeted customers and offered assistance for increased customer satisfaction.
  • Liaised with customers to assist with computing operations and resolve concerns.
  • Managed customer relations through communication and helpful interactions.
  • Configured desktop computers, peripherals and accounts and assigned suitable security levels.
  • Identified customer needs and wants to enhance customer experiences and boost sales.
  • Provided product price information to customers.
  • Worked with vendors to resolve equipment failures.
  • Developed training program to educate new hires on company policies and procedures.
  • Coached other team members on selling techniques and customer service tactics to meet daily sales goals.
  • Tested personal computers and peripherals to diagnose hardware and software problems.
  • Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties.
  • Recommended equipment upgrades to supervisor.
  • Troubleshot minor issues with equipment and tools.
  • Kept detailed records of daily progress to identify and correct areas needing improvement.
  • Worked varied hours to meet seasonal and business needs
  • Managed customer relations through communication and helpful interactions
  • Configured desktop computers, peripherals and accounts and assigned suitable security levels
  • Worked with vendors to resolve equipment failures
  • Used Microsoft tools to create correspondence, edit spreadsheets and develop presentations
  • Maintained confidentiality on projects, with clients and regarding corporate data to alleviate data breaches
  • Coached other team members on selling techniques and customer service tactics to meet daily sales goals
  • Kept detailed records of daily progress to identify and correct areas needing improvement
  • Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties
  • Developed training program to educate new hires on company policies and procedures
  • Created solutions for customers to satisfy specific needs, quality and budget
  • Answered incoming telephone calls and processed incoming and outgoing mail to support office staff
  • Greeted customers and offered assistance for increased customer satisfaction
  • Liaised with customers to assist with computing operations and resolve concerns
  • Recommended equipment upgrades to supervisor
  • Tested personal computers and peripherals to diagnose hardware and software problems
  • Troubleshot minor issues with equipment and tools
  • Enhanced product presentation and promotional material displays, working alongside retail representatives
  • Identified customer needs and wants to enhance customer experiences and boost sales
  • Provided product price information to customers

Education

Bachelor of Technology - Electronics & Comm. Eng

Uttarakhand Technical University
Dehradun, Uttarakhand
07.2015

Intermediate - PCM

Jawaharlal Nehru Memorial Sr. Sec School
Dhanbad, Jharkhand
04.2011

Matriculation - PCM

De Nobili FRI
Dhanbad, Jharkhand
04.2009

Skills

  • Engineering support
  • Manager support
  • End user support
  • Logistics support services
  • Operations support
  • Incidents management

Languages

Hindi
Native language
English
Proficient
C2
Hindi
Proficient
C2

Timeline

Sr. Support Engineer (Incident Manager)

Bold Technologies
09.2022 - Current

Sr. Analyst (Incident Manager)

HCL Technologies, IOMC
03.2016 - 09.2019

Associate

Wipro
07.2015 - 03.2016

Bachelor of Technology - Electronics & Comm. Eng

Uttarakhand Technical University

Intermediate - PCM

Jawaharlal Nehru Memorial Sr. Sec School

Matriculation - PCM

De Nobili FRI

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