Mukesh Kumar
Service Delivery Manager
Gurugram
Summary
Results-driven professional with a proven track record of achieving organizational goals and exceeding expectations. Demonstrated expertise in [relevant skills or industry]. Adept at leveraging [specific tools or technologies] to optimize processes and drive efficiency. Strong problem-solving abilities, with a keen eye for detail and a commitment to delivering high-quality work. Excellent communication and interpersonal skills, fostering positive relationships with colleagues and stakeholders. Committed to continuous learning and professional development to stay ahead in a rapidly evolving industry. Seeking an opportunity to contribute skills and experience to a dynamic organization focused on innovation and growth.
Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands.
Overview
12
12
years of professional experience
2012
2012
years of post-secondary education
2
2
Languages
Work History
Assistant Manager - Service Delivery
Samsung India Electronics
09.2024 - 01.2025
- #Assistant Manager - July 2022 to Aug 2024. Manpower Group Services India Private Ltd - Samsung India electronics Gurgaon SWA RHQ.
- #Assistant Manager - August 2021 to June 2022. Precision informatics M LTD Precision Group - Samsung India electronics Gurgaon SWA RHQ.
- Leading a team responsible for managing and providing technical support, including installations, configurations, troubleshooting, and user administration, while ensuring adherence to service level agreements and quality standards for a client in a dynamic IT environment
- Leveraging on broad knowledge of contractual SLAs to ensure service delivery as per client expectations; setting quality standards for all operational areas
- Monitoring SLAs, ensuring timely closure of priority issues
- Conducting RCA of all incidents and preparing RCAs; performing trend analysis & providing effective suggestion & guidance to avoid recurrence of the issues
- Executing change management strategies around complex client business initiatives by utilizing proven methodologies and techniques
- Setting up end-to-end Asset Management process
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Generated repeat business through exceptional customer service.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Optimized scheduling to ensure adequate staffing during peak hours, improving service efficiency.
- Led weekly team meetings to discuss goals and review performance, fostering culture of continuous improvement.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
VIP Support Engineer-L2
IMPACT Infotech - Max Life insurance
12.2020 - 08.2021
- Provide priority IT support to executives, VIPs, and high-level staff
- Ensure availability during critical business hours and after-hours as required
- Diagnose and resolve hardware, software, and network issues promptly
- Escalate complex problems to appropriate teams while maintaining ownership of the issue until resolution
- Support various devices such as laptops, desktops, smartphones, tablets, and audio-visual equipment
- Manage software installations, updates, and configurations tailored to VIP requirements
- Regularly monitor and maintain VIP devices to ensure optimal performance
- Conduct pre-meeting technology checks for presentations, video conferencing, or other critical events
- Provide one-on-one training to VIPs on new tools, applications, and systems
- Deliver clear and concise technical instructions in non-technical terms
- Implement and monitor security protocols to protect sensitive data
- Ensure compliance with company policies on encryption and data privacy
- Work closely with other IT teams to ensure seamless integration of services
- Assist in planning and implementing technology upgrades for VIPs
Technical Support Executive
Entab Infotech Pvt Ltd
01.2018 - 03.2020
- Maintain and administer School Website and update the internal Data, Website image Gallery, News, Notifications, Events etc
- Maintain and handle School online Registration process and Support all over Queries VIA Phone and Mail
- Maintain and handle All School Online Module - Student Information, Student Attendance, Payroll, SMS, Online Registration, Fee and billing
- Etc
- Communicate with parents via phone or directly and solve all Software and Mobile app related issue
- Offline Entry of Student information, fee and Billing and Manage the SMS Service and its related content
- All reports of Atom Gateway, School online Transactions, SMS and fee head reports
Engineer - End User Support
Microland Limited
11.2015 - 04.2017
- Maintain and administer Computer network and related computing environment including Computer hardware, System Software, application Software
- Account Management and handle window Server 2008 R2 Environment, Monitoring of IT Infrastructure Link/Compliance, Server and Network Event Monitoring
- Created/modified user account, security groups, and distribution list to protect company proprietary information
- Desktop Maintenance activities Installation, Antivirus, Window Update, Local and Network Printer Installation, Configuration and Sharing
- Diagnose hardware and Software problems and replace defective Component, maintain an inventory of parts of Emergency Repairs
Desktop Support Engineer
Wipro InfoTech
08.2014 - 11.2015
- Ensure calls are resolved within SLA, Maintaining the Response SLA & Actual SLA of the IT Requests
- Installation and configuration systems with standard software's and application as per company policy
- Linux SUSE 10.3 & 11 version and Support N Computing Host Environment
- Installation, Update Virus Definition and troubleshooting of Symantec Anti-virus
- Installation and Troubleshooting of Network and Shared printers
- Time to time log a call for servicing of printers and scanner
Desktop Support Engineer
Progressive InfoTech Pvt Ltd
03.2013 - 10.2013
- Maintenance the availability of company computer systems including Desktop, Laptops, Local and Network Printers
- Troubleshoot problems Desktop & Laptop Hardware and OS Configuring of Driver & Devices
- Configuration New user Profile, IP Address and LAN, WAN services maintaining & all types of LAN Cabling
- Installation, Customization and Administration of Windows XP & Windows 7 Ultimate
- Local and Network Printer Installation, Configuration and Sharing
- Solve internet related problem Configuration Basic TCP/IP Setting
- Resolve windows, application & system setting related issue of In-house and Outside Users through Team Viewer, VNC, & Remote Desktop
- Installation and Configuration of Outlook / Microsoft Outlook Express, Backup/Restore Working experience
- Fault finding & trouble shooting of Monitor, SMPS, and Mother Board
- Installation of various software, Application and Utilities
- Managing the installation and configuration part of all standard software as per the Company policy
Education
B.A - Political Science
Tilka Manjhi Bhagalpur University
Diploma - Chip Level Computer Hardware and Networking Engineering
12th - Science
BIEC PATNA
10th - undefined
BSEB PATNA
Skills
Project Management
Experienceyears
10 Years 1 Month
Timeline
Assistant Manager - Service Delivery
Samsung India Electronics
09.2024 - 01.2025
VIP Support Engineer-L2
IMPACT Infotech - Max Life insurance
12.2020 - 08.2021
Technical Support Executive
Entab Infotech Pvt Ltd
01.2018 - 03.2020
Engineer - End User Support
Microland Limited
11.2015 - 04.2017
Desktop Support Engineer
Wipro InfoTech
08.2014 - 11.2015
Desktop Support Engineer
Progressive InfoTech Pvt Ltd
03.2013 - 10.2013
Diploma - Chip Level Computer Hardware and Networking Engineering
12th - Science
BIEC PATNA
10th - undefined
BSEB PATNA
B.A - Political Science
Tilka Manjhi Bhagalpur University
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