KINJAL KUMAR
Haryana
Summary
Dynamic Infra Managed Service Analyst at Accenture India Pvt Ltd, adept in incident handling and bilingual support. Successfully facilitated seamless communication between French-speaking clients and technical teams, enhancing customer satisfaction. Proficient in AWS and call logging, I thrive on resolving complex issues while fostering collaborative relationships.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Infra Managed Service Analyst
Accenture India Pvt Ltd
10.2020 - Current
- Understand business processes and SAP (ABAP) training modules, including business and technical terminologies in French.
- Provide technical translation (French ↔ English) in Word, Excel, and PowerPoint documents.
- Acknowledge and log customer requests and issues.
- Collaborate with the technical team to resolve customer problems.
- Participate in bridge calls to support French-speaking customers, and assist the technical team in understanding the issue.
- Manage data center access using the designated portal.
- Handle customer calls in both French and English.
- Conduct weekly and monthly audits of calls, tickets, and data center access.
- Assist clients during office visits.
- Organize knowledge transfer (KT) sessions and onboarding meetings for new resources.
- Fetch and share server health check reports (SCCM, Windows, Active Directory, Exchange, etc.).
- Monitor system alerts on CPU, memory, disk, and services using Splunk tools.
- Add and remove user accounts from Active Directory groups.
- Provide first-level support for customer incidents and service requests.
- Escalate issues and coordinate with higher-level technical teams when required.
- Set blackouts for maintenance activities.
- Perform incident and change notification communication to stakeholders, ensuring visibility and management attention.
- Handle password resets for ADM, Infra, and AWS users.
- Provide technical support for MTR issues in collaboration with Microsoft vendor teams.
- Manage shared path access requests.
French executive
ELI research India private limited
06.2019 - 06.2020
- Receive incoming client calls in French and English.
- Verify client details (identity, request, and issue) during the initial conversation.
- Ensure that the request/issue is clearly logged and documented.
- Provide first-level support where applicable.
- Transfer the call to the designated Senior Associate, based in Canada, for further resolution.
- Act as a linguistic bridge when needed, to ensure smooth communication between the client and technical teams.
French executive
Softwill INFOTECH private limited
11.2018 - 03.2019
- Attend to incoming client calls in French and English.
- Understand and discuss the technical problem faced by the client on their laptop or desktop.
- Provide first-level troubleshooting and technical assistance (e.g., login issues, application errors, password resets, and connectivity problems).
- Verify client details, and ensure accurate logging of issues in the ticketing system.
- Act as a linguistic and technical bridge, ensuring that French-speaking clients are fully understood by the technical team.
- Provide clear communication and regular updates to the client until the issue is resolved.
Education
Bachelor in Business Administration (BBA) -
NSHM COLLEGE OF MANAGEMENT & TECHNOLOGY
01.2014
10+2 -
COLLEGE OF COMMERCE, PATNA
01.2011
10 -
PATNA CENTRAL SCHOOL
01.2009
DIPLOMA IN FRENCH STUDIES (DELF) -
ALLIANCE FRANCAISE DE DELHI
Skills
- Successfully completed B1 level – Alliance Française de Delhi
- Cloud: Basic knowledge of AWS
- Incident handling, call logging, ticket management, and client support in French and English
Projects
Working with Loreal as a Infra Managed Service Analyst.
Accomplishments
- Recognized as Employee of the Month 15 times for outstanding performance and dedication
- Received client recognition – two times for exceptional support and service delivery
- Awarded the prestigious Radiant Award three times by the client for excellence in technical assistance, and customer satisfaction
Certification
- Successfully completed B1 level in French at Alliance Française de Delhi
- Proficient in French and English communication, including client calls, translations, and technical documentation
- Currently learning data analytics (Excel, SQL, Power BI, Python)
Language Proficiency
English
First Language
French
Intermediate (B1)
B1
Timeline
Infra Managed Service Analyst
Accenture India Pvt Ltd
10.2020 - Current
French executive
ELI research India private limited
06.2019 - 06.2020
French executive
Softwill INFOTECH private limited
11.2018 - 03.2019
Bachelor in Business Administration (BBA) -
NSHM COLLEGE OF MANAGEMENT & TECHNOLOGY
10+2 -
COLLEGE OF COMMERCE, PATNA
10 -
PATNA CENTRAL SCHOOL
DIPLOMA IN FRENCH STUDIES (DELF) -
ALLIANCE FRANCAISE DE DELHI