Gurpreet Singh
Summary
Experienced IT professional with over 15 years of expertise in IT strategy, architecture, and service delivery. Demonstrated success in aligning technology solutions with business needs, leading projects, and cultivating strong IT-business relationships. Proficient in ITIL frameworks, process improvement, and effective communication. Skilled in managing IT infrastructure and leading teams.
Overview
18
18
years of professional experience
10
10
Certification
Work History
IT Manager
Dexian India Services Private Limited.
04.2024 - 02.2025
- Act as the first point of contact for issues reported by clients, internal technology support teams and internal users on major incidents impacting services
- Led a skilled IT team in providing exceptional technical support, fostering a collaborative environment that promoted professional growth.
- Oversaw IT department operations and training.
- Worked closely with management teams to plan, develop, and execute technical strategies aligned to client's vision
- Held regular status calls, facilitated escalations, and identified operational enhancements and Risk Management
- Collaborated with other departments to help meet IT needs and properly integrate and secure systems
- Updated customers and senior leaders on progress and roadblocks
- Maintained proper staffing levels to guarantee timely and accurate deliveries
- Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
- Reduced downtime by promptly addressing hardware and software issues, ensuring minimal impact on business operations.
- Managed vendor relationships for hardware, software, and services procurement, ensuring quality products at competitive prices.
- Interacted and negotiated with vendors, outsources and contractors to secure products and services.
- Established a robust IT service management framework based on industry standards such as ITIL, driving quality improvements and operational excellence.
- Facilitated seamless transitions during system upgrades or migrations by coordinating between stakeholders and mitigating potential disruptions to business operations.
Senior consultant
Atos Global IT Solutions & Services Pvt. Ltd
10.2011 - 03.2024
- Championed the adoption of IT service management best practices to drive process improvements and increase overall Service Desk effectiveness.
- Established clear performance metrics for continuous improvement in both individual and team performance levels.
- Fostered a culture of continuous learning among team members through ongoing professional development opportunities and knowledge sharing sessions.
- Implemented a robust incident management process for effective tracking, escalation, and resolution of service-related issues.
- Optimized resource allocation by regularly reviewing team workload and adjusting schedules as needed.
- Collaborated with cross-functional teams to address complex technical challenges and improve overall service quality.
- Initiated regular audits of incident tickets to identify recurring issues warranting root cause analysis.
- Increased first call resolution rate through comprehensive staff training and development programs.
- Ensured service adherence to KPIs, SLAs in intricate technology landscapes, recognized new client opportunities, managing escalations, addressed failures and implemented corrective actions
- Implemented an effective knowledge management system for quicker issue resolution and increased productivity.
- Enhanced customer satisfaction with timely issue resolution and effective communication skills.
- Created a positive work environment through transparent communication, employee engagement initiatives, and accessible leadership style.
- Reduced ticket backlog by prioritizing high-impact issues and consistently meeting response time targets.
- Met with customers to discuss service needs and offer available solutions.
Senior Systems Engineer
Siemens Information Systems Limited
09.2008 - 09.2011
- Worked as L2, L3 Engineer to provide support on Siemens, Avaya and Cisco voice switches
- Participate in Major incident calls to restore services as per agreed SLA
- Served as subject matter expert for all voice-related technologies, providing technical support to cross-functional teams when needed.
Systems Engineer
Gurucom Communications Pvt Ltd.
01.2007 - 09.2008
- Installation & Commissioning of Voice communication switches like Avaya, Polycom etc
Education
PGDM (Executive) - Operations Management
Institute of Management Technology
10-2024
B.E. - Electronics & Communication
Rajiv Gandhi Prodyogiki Vishwavidyalya
07.2006
Skills
- Cloud Technology (AWS and Azure)
- Proficient in ITIL Practices
- IT Service Management
- Operations Management
- Incident Management
- Problem Management
- Change Management
- Team Management
- Vendor Management
- IT Infrastructure Management
Certification
- Certified Scrum Master
- ITIL 4 Managing Professional: Transition Module
- ITIL V3 foundation
- ITIL Intermediate- OSA
- ITIL Intermediate- ST
- ITIL Intermediate- SD
- ITIL Intermediate- SOA
- ITIL Intermediate- SO
- CCNA Collaboration
- VMware vSphere 6.5 Foundations
- AWS Certified Solution Architect- Associate
Languages
English
Hindi
Punjabi
Personal Information
- Date of Birth: 05/15/84
- Marital Status: Married
Timeline
IT Manager
Dexian India Services Private Limited.
04.2024 - 02.2025
Senior consultant
Atos Global IT Solutions & Services Pvt. Ltd
10.2011 - 03.2024
Senior Systems Engineer
Siemens Information Systems Limited
09.2008 - 09.2011
Systems Engineer
Gurucom Communications Pvt Ltd.
01.2007 - 09.2008
B.E. - Electronics & Communication
Rajiv Gandhi Prodyogiki Vishwavidyalya
PGDM (Executive) - Operations Management
Institute of Management Technology
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