KARAN BIR SINGH

An IT Security admin and service desk
- Active Directory Administration and Management
- Microsoft Office 365 Administration
- License Management
- SharePoint Administration
- Zendesk Administration
- Defined and enforced Service Desk Service Level Agreements (SLAs) in coordination with stakeholders to set clear problem resolution expectations and timeframes.
- Generated detailed operational reports and analyses to highlight performance trends, challenges, and recommendations.
- Led the development and implementation of Service Desk procedures and training protocols.
- Provided coaching, mentoring, and training to Service Desk personnel to build technical capability and ensure performance consistency.
- Ensured accurate and timely fulfillment of user access requests (add, modify, and remove), including escalated cases.
- Administered RSA Secure Token setups for user authentication and access security.
- Supported user onboarding and offboarding processes in collaboration with HR and IT teams.
- Maintained compliance with audit requirements by strictly following established access and security procedures.
- Provided coaching, mentoring, and training to Service Desk personnel to build technical capability and ensure performance consistency.

A Team Leader
- Ensured team members fulfill their tasks, monitoring performance metrics, and setting service objectives
- Recruiting, training, and mentoring team members to enhance their skills and knowledge
- Monitoring, prioritizing, and escalating incidents to ensure timely resolution.
- Managing and coordinating change requests, ensuring smooth transitions and minimal disruption.

• Company Overview: A leading global company in customer experience management
• Handled level-1 unresolved cases and dispatched them to level-2 technicians
• Provided support for Microsoft Windows and Office products
• Maintained trackers for incoming and transferred cases
• A leading global company in customer experience management