Mandeep Kaur
New Delhi,DL
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
5
5
Certifications
8
8
years of post-secondary education
12
12
years of professional experience
Work History
Training And Change Management Engineer
Samarth Egov Delhi University
New Delhi, Delhi
06.2021 - Current
- Led projects and analyzed data to identify opportunities for improvement.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Prepared a variety of different written communications, reports and documents to ensure smooth operations.
- Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
- Exceeded goals through effective task prioritization and great work ethic.
- Participated in team-building activities to enhance working relationships.
- Used Microsoft Word and other software tools to create documents and other communications.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
Rollout Manager
Institute of Informatics and Communication
New Delhi, Delhi
08.2020 - 05.2021
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Rotated merchandise and displays to feature new products and promotions.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established team priorities, maintained schedules and monitored performance.
- Defined clear targets and objectives and communicated to other team members.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Effectively supervised staff of [Number] personnel by implementing company policies, protocols, work rules and disciplinary action.
- Directed training and retraining of employees to boost performance and enhance business results.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Planned, created, tested, and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Service Desk Manager
Institute of Informatics and Communication
New Delhi, Delhi
06.2019 - 07.2020
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Followed up with customers during and after installations to verify satisfaction.
- Met with customers to discuss service needs and offer available solutions.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Guided techs on automotive repair, tool usage and equipment operation.
- Developed written plans and obtained customer consent to proceed.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
System Administrator
Centre Development for Economics
New Delhi, Delhi
01.2016 - 12.2016
- Worked with users to determine areas of technology in need of improved usability.
- Completed reports detailing network and systems performance, costs and downtime issues.
- Provided second-level support for all server class systems.
- Oversaw IT activities to maintain operations by maintaining laptops, tablets and PDAs for [150] users.
- Evaluated latest technology innovations and adopted cost-effective, useful solutions.
- Established network specifications and analyzed workflow, access, information and security requirements.
- Provided comprehensive training to internal and off-site users to optimize systems maintenance and resolve recurring issues.
- Conducted testing and troubleshooting for various software remotely and onsite for [5] server sets to maintain operational readiness.
- Managed onboarding and offboarding of employees.
- Monitored rack-mount hardware metrics such as temperature, power draw and more to immediately detect faults and failures.
- Designed proactive preventative maintenance schedules to prevent unnecessary downtime and hardware faults.
- Served as subject matter expert on proposed technology purchases, helping to raise ROI through prudent acquisitions.
- Spearheaded inventory control measures to replenish and maintain IT equipment, supplies, tools and replacement parts.
IT Assistant Manager
BDC Distribution Pvt. Ltd
New Delhi, Delhi
01.2016 - 12.2016
- Worked closely with management teams to plan, develop, coordinate and execute technical strategies aligned to client's vision, mission and purpose.
- Coordinated with management teams to plan, develop, align and execute strategies that would meet client's vision, mission and purpose.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Oversaw development and implementation of improvements to support and network operations.
- Analyzed network security and current infrastructure to assess areas in need of improvement and develop solutions.
- Analyzed architecture design, scoping, implementation, testing and deployment needs to define project requirements.
- Led team for software engineering services and supported key clients in development efforts, establishing standards, determining specifications and creating Service and Operational Level Agreements (SLA) and (OLA).
- Supported implementation of warehouse management system software applications to enable centralized management of tasks.
- Assessed existing systems including billing automation, accounting and real-time reporting and analytics capabilities, delivering updates for security purposes.
IT Assistant Manager
Pmg Outsource Pvt Ltd (Horizon Group)
New Delhi, Delhi
06.2008 - 07.2013
- Worked closely with management teams to plan, develop, coordinate and execute technical strategies aligned to client's vision, mission and purpose.
- Coordinated with management teams to plan, develop, align and execute strategies that would meet client's vision, mission and purpose.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
- Facilitated best user experience through continuous support, training classes, webinars, improvements and communication of system changes.
- Analyzed architecture design, scoping, implementation, testing and deployment needs to define project requirements.
- Analyzed network security and current infrastructure to assess areas in need of improvement and develop solutions.
- Reviewed and assessed architecture design, implementation, testing and deployment needs to identify project requirements and costs.
- Supported implementation of warehouse management system software applications to enable centralized management of tasks.
- Liaised effectively with others to promote on-going network design, reevaluation and optimization that scaled with company growth.
IT Support Engineer
Indebo India Pvt Ltd
New Delhi, Delhi
10.2004 - 05.2008
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Submitted service tickets for equipment maintenance requests.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Maintained familiarity with API and authentication mechanisms for all supported products.
- Translated complex technical issues into digestible language for non-technical users.
- Used ticketing systems to manage and process support actions and requests.
- Monitored systems in operation and input commands to troubleshoot areas.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
Education
Bachelor of Science - Information Technology
Sikkim Manipal University
New Delhi 01.2000 - 07.2003
Master of Science - Computer And Information Sciences
Sikkim Manipal University
New Delhi 07.2004 - 07.2008
Skills
Fluent in [English Language]
Proficient in [Microsoft Office, Microsoft SQL Server, DHCP, Zimbra mail Server,, Postfix Mail Server, Xserver, POS, ERP, Openbravo POS, Microsoft Dynamics NAV 2013 R 2 SQL Server 2012, Microsoft Visual Studio2012, Wordpress, OTRS Ticketing System, Robotics Process Automation -UIPath
Documentation and reporting
Technical Support
Quality assurance
Employee supervision
Certification
RHCSS
Timeline
UiPath RPA - Data Scraping and Excel Application Scope
06-2021
Training And Change Management Engineer
Samarth Egov Delhi University
06.2021 - Current
Mastering Data Analysis in Excel
05-2021
RPA Developer Foundation
04-2021
Rollout Manager
Institute of Informatics and Communication
08.2020 - 05.2021
Service Desk Manager
Institute of Informatics and Communication
06.2019 - 07.2020
System Administrator
Centre Development for Economics
01.2016 - 12.2016
IT Assistant Manager
BDC Distribution Pvt. Ltd
01.2016 - 12.2016
RHCSS
01-2012
RHCE
08-2011
IT Assistant Manager
Pmg Outsource Pvt Ltd (Horizon Group)
06.2008 - 07.2013
IT Support Engineer
Indebo India Pvt Ltd
10.2004 - 05.2008
Master of Science - Computer And Information Sciences
Sikkim Manipal University
07.2004 - 07.2008
Bachelor of Science - Information Technology
Sikkim Manipal University
01.2000 - 07.2003