Gurjit Devgun
Senior Associate
Noida,Uttar Pradesh
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
2
2
Certifications
3
3
Languages
Work History
Senior Associate
NTT DATA Services
6 2021 - Current
- Focused teams on business objectives and tracked progress to ensure project milestones were completed on time, on budget and with desired results
- Communicated with Operations team to ensure proper skill set to meet SLA
- Minimized Resource bench time by conducting Cross-training programs to strengthen project and expanding skills of all agents
- Designed scorecards to help monitor process which improved Teams productivity
- Trained and mentored junior staff on customer service strategies and techniques.
- Analyzed customer data to identify trends and anticipate customer needs.
- Drafted common document templates to reduce time spent creating documents from scratch.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Provided ongoing support for end-users navigating virtualized platforms, ensuring optimal user experience.
- Reduced downtime by proactively identifying potential issues and addressing them promptly.
- Investigated and corrected problems with printers, copiers and other peripheral devices.
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
- Exercised leadership capabilities by successfully motivating and inspiring others.
Analyst
HCL Technologies
11.2019 - 06.2021
- L2 troubleshooting support
- Accessing Azure portal to check Server Status
- Helps in creating teams Monthly Roster, Help in training new resources about process, Resolving Incidents, CIM support, Attending Client calls to know their issues and then work on it.
- Collaborated with upper management to drive strategy and implement new processes.
- Provided expert support, troubleshooting complex technical problems for end-users in timely manner.
- Monitored employee tasks to gauge business functions and inefficiencies.
- Participated in team projects, demonstrating ability to work collaboratively and effectively.
Customer Service Executive (CSE)
Oriflame India PVT LTD
01.2017 - 07.2019
- Helping customer to resolve their issues, help in organizing New Catalog event, Tell customers about new products and changes made in organization, Helps in creating reports, Cash Handling, Head Cashier, I was point of contact to help IT professionals with any IT problems in Branch, Explaining and Training customers about benefits of new product at launch.
Education
BCA(Bachelor of Computer Applications) -
Sunrise University
Rajasthan 08.2012 - 08.2015
Class XII (CBSE) -
ST. Thomas Snr Sec School
Ludhiana, Punjab 03.2011 - 04.2012
Class X (CBSE) -
GGN Public School
Ludhiana, Punjab 03.2009 - 03.2010
Skills
AWS Certified Solutions Architect Associate SAA-C03
Service Now
Excel
Problem-Solving
Team building
Incident Management
Citrix Workspace Environment
Citrix XenApp Administration
Certification
ITIL 4 Foundation, 01/2021, 01/2021, HCL Technologies
Timeline
Analyst
HCL Technologies
11.2019 - 06.2021
Customer Service Executive (CSE)
Oriflame India PVT LTD
01.2017 - 07.2019
BCA(Bachelor of Computer Applications) -
Sunrise University
08.2012 - 08.2015
Class XII (CBSE) -
ST. Thomas Snr Sec School
03.2011 - 04.2012
Class X (CBSE) -
GGN Public School
03.2009 - 03.2010
Senior Associate
NTT DATA Services
6 2021 - Current