Mayank Singh
Technical Support Engineer & SAP Counsltant
Shahjahanpur
Summary
Result-oriented Associate Manager with 2+ years of experience in IT operations and management (ITSM). Team leadership, process improvement. Proven ability to drive efficiency, enhance customer satisfaction, continuous service improvement (CSI) , Shrinkage management, Performance evaluation, Escalation management through strategic planning.
Overview
2
2
years of professional experience
Work History
Technical Support Engineer - (Since May -2025)
Raj Corporation Ltd
05.2025 - Current
- Supervising a team of 80+ service desk agents and providing them guidance, technical support and performance evaluations including Voice process, email process, chat process and Remote support.
- Overseeing day-to-day operations within the service desk to meet key performance indicators, such as SLA compliance, first call resolution (FCR), average handling time (AHT), mean time to resolve (MTTR).
- Customer satisfaction (CSAT), dissatisfaction rates (DSAT), incident reopen reduction, turnaround Time (TAT) and Ticket Backlog.
- Monitoring key performance indicators (KPIs) and led regular team meetings to address customer issues and conducted regular reviews to ensure high-quality service.
- Process improvements, reducing incident resolution times by 30%. Streamlined escalation protocols, improving customer satisfaction scores up to 95%.
- Implemented training programs for new hires.
- Increasing First-call resolution (FCR) rates increased from 60% to 90%. Oversaw the adoption of a new ticketing system (ServiceNow), improving team efficiency by 25%.
- Used ITIL Frameworks to improve IT Service efficiency and faster incident resolution.
- Participate in audits and reviews to ensure that service desk operations meet internal and external compliance standards.
- Identifying areas for improvement and implementing strategies to boost customer satisfaction levels.
- Managing and liaising with key stakeholders including the support desk team, clients and other departments involved in service desk operations.
- Efficiently handling escalated issues, providing quick and effective solutions to complex problems.
- Problem Management:
- Monitoring the weekly trending overall ticket volume and promptly logging problem tickets in the event of reoccurring issue for similar incidents.
- Collaborating with the problem management team to structure sand solutions aimed at reducing ticket volume.
- Service Improvement-
- Driving Service improvement plan to improve Operational efficiency for enhancing end user experience.
- Improved efficiency & productivity of SD resource as a part of Scope enhancement via Shift Left Strategy.
Desktop Support Engineer
Physics Wallah Pvt Ltd
04.2024 - 04.2025
- Worked as IT SPOC, all IT operations - Desktop, Laptops and networking devices related issues, coordinating with multiple vendors and managing Assets.
- Technical Troubleshooting S/W and H/W, Use of BMC Remedy TSM ticketing Tool.
Education
B.Tech - IT
Uttar Pradesh Technical University
04.2001 -
Skills
Problem Solving – Expert
Decision Making – Expert
Leadership – Expert
Timeline
Technical Support Engineer - (Since May -2025)
Raj Corporation Ltd
05.2025 - Current
Desktop Support Engineer
Physics Wallah Pvt Ltd
04.2024 - 04.2025
B.Tech - IT
Uttar Pradesh Technical University
04.2001 -
Declaration
The above-mentioned facts are true to the best of my knowledge. If given an opportunity. Surely, I will work with the best of my abilities & talent. Place: Date: (MAYANK SINGH)