Gurpreet Dua
New Delhi
Summary
Seasoned French Language Expert with over 12 years of professional experience. Specialized in procurement, troubleshooting, problem identification, and sales. Adaptable and self-motivated, excelling in dynamic environments
Overview
13
13
years of professional experience
1
1
Certification
Work History
Asset Management Analyst
Zoom
Bangalore
07.2021 - Current
- Manage and improve the hardware lifecycle management process, from purchasing/receiving to disposal for France and other Francophone countries
- Work on Incidents and Requests in ServiceNow
- Perform searches for equipment not found during inventory
- Compile, sort, and verify the accuracy of inventory data
- Conduct research and data analysis of hardware assets
- Reconcile and resolve asset data discrepancies based on knowledge of business rules
- Update and maintain information in the asset repository in a timely manner
- Improve the quality of hardware data in the IT asset repository
- Gather requirements and develop reports, macros and dashboards (MS Excel/Tableau)
- Contribute to process improvement and automation
- Provide support to senior team members for projects and audits
- Coordinate disposal pickups and completion of associated processes and records
- Record, review and track asset maintenance support information
- Serve enterprise customers by responding to hardware asset requests
- Provide support to and collaborate all French and non-French speakers with all levels to achieve goals and objectives.
Sr. Global Service Desk Analyst
CISION
Gurugram
05.2019 - 06.2021
- Infra Services, Operations, IT Service Management, Francophone Service Desk including technical French to English Translation / Interpretation
- IT Operations, Incident Management, Facilitate co-ordination between, Incident Managers, Business Analysts and Various Technical Towers across the Globe
- Handling P1/P2 tickets, setup and coordinate Bridge call b\w technical teams across the globe & update the progress report globally
- Technical Documentation
- Primary support responsibility for timely and planned response for first-level IT Service Desk tickets in Service Now ticketing tool
- New joiner and leaver Access provision and revocation task
- User and password management and Access management including handling Security access rights
- Client computing application support (including Microsoft Office)
- Manage cloud-based infrastructure solutions including email, spam management, audio/web Conferencing, and file sharing
- Assisting IT Infrastructure Manager with design, deployment and post-production support of IT
- Provide status updates, work plans, written documentation, test plans, business continuity plans and training for administered systems
- NOC Monitoring 24X7 - Taking care of alerts from different Server/Network device.
Sr. Business Development Associate
Cvent
Gurugram
01.2017 - 05.2019
- Market our tool to venue contacts and event industry professionals
- Help clients by suggesting and creating a success strategy when using the platform
- Drive their business through Cvent and meet their goals
- Main point of contact for all FRENCH accounts and taking care of all francophone countries
- Day to day nurturing for prospects for them to be future clients
- Proactively contact the venues to educate them on electronic eRFP (Request for Proposal) tools, the site selection process through Cvent and industry best practices
- Maintain and assist in developing new ways to increase current product adoption levels by users, and therefore, help to streamline the event planning process for our meeting planner clients
- Assist in determining the key decisions makers that purchase online marketing or software
- Communicate the value of online advertising as it relates to generating new business
- Serving as an initial point of contact with product users and prospective customers and providing product information to prospects interested in the product
- Assist in detailed live product demos both on the phone and via email
- Main point of contact for offering support on specific requests for proposals for both clients and prospects
- Drive platform adoption and offer best practice tips to European clients
- Bring new clients onboard through training, understanding their needs and implementing accounts
- Also collect feedback for future improvements.
IT Help Desk Engineer
Condeco Software
Gurugram
06.2014 - 04.2016
- Provide technical support and translating support for incoming queries related to software and hardware
- Verbally translate all communication between the client and the company's representatives in French and vice versa
- Verify technical translation and make necessary changes
- Handling technical troubleshooting within an enterprise environment, Creating tickets, Troubleshoot and resolve the incidents as per defined procedure and escalate unresolved incidents to Level 2 or Level 3 Support groups for further investigation and troubleshooting including system crashes, slow-downs and data recoveries
- Engaged and tracked Priority 1 issues, with responsibility for the timely documentation, escalation, resolution and closure of trouble tickets
- Handling 20+ technical-critical calls daily and consistently met high service standards.
Service Desk Engineer
Colt Technologies
Gurugram
09.2013 - 06.2014
- Working as a first level SPOC for all IT related issues of end users based out of France and other Francophone countries and for all exceptional events of IT infrastructure monitoring
- Troubleshoot and resolve the incidents as per defined procedure and escalate unresolved incidents to Level 2 or Level3 Support groups for further investigation and troubleshooting
- Co-ordination with onsite engineers and other peer groups via voice calls or E-mail to get chronic or long pending issues resolved
- Recommend incident managers to raise priority of incident as per defined guide lines and having ownership of the issue till the time it is resolved
- Send notifications to user groups in case of high priority incidents and making functional and vertical escalations in case of slow/unsatisfactory resolution.
French Language Expert
Tech Mahindra
Noida
12.2011 - 09.2013
- Excellent process and domain knowledge and acted as a French Language Expert
- Well versed with domain and process specific tools
- Providing day to day client contact support for participant- and/or processing-related issues; provides complete and accurate ready responses for participants
- Acquire and transfer knowledge from onshore team / client
- Handling Client escalations and error remediation for the team
- Handling Client expectations and requests for providing data
- Manage/front end client communication
- Communicate with client teams on ensuring delivery of projects & work assigned
- Handling Client projects with the timelines and budget provided
- Identifying plan, and manage process improvement projects to create year-over-year efficiencies in operational workloads.
Education
B2 Level- French Trained -
Alliance Francaise De Delhi
01.2015
Delf B1 - French -
Alliance Franchaise De Delhi
06.2013
Bachelor of Arts -
CMJ University
03.2012
Higher Secondary Certificate -
GNPS
05.2009
Secondary School Certificate -
GHPS
04.2007
Skills
- Procurement
- Troubleshooting and problem identification
- Reporting
- Forecasting
- Decision Making
- Language Expert - French
Certification
- ITIL V3
- B1 Certification - French
- CHAMP certified
Accomplishments
- Awarded as "BEST PERFORMANCE AWARD" For Session January 2013 in Tech Mahindra
- Awarded for "Pat on the back"
Languages
- English
- French
Hobbies and Interests
- Travelling
- Reading
- Sketching
Timeline
Asset Management Analyst
Zoom
07.2021 - Current
Sr. Global Service Desk Analyst
CISION
05.2019 - 06.2021
Sr. Business Development Associate
Cvent
01.2017 - 05.2019
IT Help Desk Engineer
Condeco Software
06.2014 - 04.2016
Service Desk Engineer
Colt Technologies
09.2013 - 06.2014
French Language Expert
Tech Mahindra
12.2011 - 09.2013
B2 Level- French Trained -
Alliance Francaise De Delhi
Delf B1 - French -
Alliance Franchaise De Delhi
Bachelor of Arts -
CMJ University
Higher Secondary Certificate -
GNPS
Secondary School Certificate -
GHPS
- ITIL V3
- B1 Certification - French
- CHAMP certified
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