Summary
Overview
Work History
Education
Trainings Attended
Timeline
Generic
Kiran Kukreja

Kiran Kukreja

Noida

Summary

A seasoned professional with over 8 years of experience with proven track record in effectively implementing solutions, optimizing service desk operations, and efficiently managing incidents to ensure minimal disruption to business operations. Adept at leading teams, coordinating resources, and implementing best practices to drive efficiency and deliver exceptional service. Possess strong communication skills, enabling seamless collaboration with stakeholders at all levels.

Overview

9
9
years of professional experience

Work History

Senior Implementation Specialist

Rackspace Technology
06.2022 - Current
  • Responsible for leading the successful end-to-end deployment of customer infrastructure into Rackspace data centers for both new and existing customers, with up to $20K Monthly Recurring Revenue.
  • Define project scope, objectives, and deliverables, ensuring alignment with stakeholders' requirements and expectations.
  • Worked with multiple teams to implement infrastructure for a Product launch.
  • Developed comprehensive project plans and timelines, ensuring alignment with organizational goals and objectives.
  • Served as a primary point of contact for stakeholders, providing regular updates on project progress, milestones, and dependencies.
  • Facilitated clear and open communication channels among stakeholders, fostering collaboration and ensuring project requirements were met.
  • Utilized Microsoft Office Suite, Salesforce, SharePoint, QlikView, CORE, eConnect, Raptor, Jira, Encore, and Environment Manager.

Customer Success Associate

Rackspace Technology
04.2021 - 05.2022
  • Establish and maintain strong relationships with customers
  • Develop opportunities, manage pipeline and nurture all deals to close to achieve revenue goals
  • Retaining Customers using multiple retention plays to mitigate customer churn for the organization.
  • Lead the negotiation, closure, and documentation of customer contracts and renewals.
  • Monitor and actively working/chasing on open tickets within agreed timescales to ensure customer/internal response times are achieved.
  • Provide help to mitigate the churn percentage of customers and trying to retain them with the commitment of our continuous Fanatical Support.
  • Additionally, supported training and coaching for new employees and designated as a Process Trainer to help new CSAs with their on-boarding training followed by two weeks KT

Incident Manager

HCL Technologies
06.2019 - 02.2021
  • Assisted in developing communication plans for major incidents.
  • Performed root cause analysis to determine underlying causes of incidents.
  • Documented incident details in knowledge base articles for future reference purposes.
  • Coordinated with stakeholders to ensure timely resolution of incidents.
  • Conducted post-incident reviews to assess effectiveness of incident management processes.
  • Acted as a liaison between internal teams and external vendors when needed.
  • Created, updated, and tracked incident tickets using a ticketing system.
  • Facilitated communications between technical teams during major outages or disruptions.

System Administrator

PCITS Pvt. Ltd.
01.2018 - 05.2019
  • Monitored system performance to ensure optimal operations and identified potential issues.
  • Maintained inventory of hardware assets including servers, laptops, desktops.
  • Deployed operating systems upgrades and security patching in accordance with IT policies.
  • Implemented security measures such as firewalls, antivirus programs.
  • Troubleshot application errors and provided technical support to end-users.

Technical Support Representative

IBM India Pvt. Ltd.
01.2015 - 10.2016
  • Ensuring user queries or issues are captured, validated, and triaged for further processing.
  • Served as the first point of contact for the user client
  • Responsible for resolving incidents adhering to the SLAs with the goal of restoring services as quickly as possible.
  • Ensuring that various types of information are communicated to users through the appropriate channel.
  • Escalate, if needed, unresolved problems to a higher level of support.

Education

Bachelor of Commerce - Commerce

National P G College
06-2014

Trainings Attended

  • Generative AI for Business Leaders
  • Artificial Intelligence and Business Strategy
  • Agile Methodology
  • Customer Success
  • Lean Six Sigma
  • ITIL
  • Microsoft Excel

Timeline

Senior Implementation Specialist

Rackspace Technology
06.2022 - Current

Customer Success Associate

Rackspace Technology
04.2021 - 05.2022

Incident Manager

HCL Technologies
06.2019 - 02.2021

System Administrator

PCITS Pvt. Ltd.
01.2018 - 05.2019

Technical Support Representative

IBM India Pvt. Ltd.
01.2015 - 10.2016

Bachelor of Commerce - Commerce

National P G College

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Kiran Kukreja