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
2024.09 - 2025.01
- #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
2020.12 - 2021.08
- 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
2018.01 - 2020.03
- 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
2015.11 - 2017.04
- 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
2014.08 - 2015.11
- 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
2013.03 - 2013.10
- 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
ITIL Process
Asset Management
Windows Administration
IT Asset Management
Service Delivery Management
Problem Management
Operations management
Team leadership
Task delegation
Workload management
Project management
Experienceyears
10 Years 1 Month
Timeline
Assistant Manager - Service Delivery
Samsung India Electronics
2024.09 - 2025.01
VIP Support Engineer-L2
IMPACT Infotech - Max Life insurance
2020.12 - 2021.08
Technical Support Executive
Entab Infotech Pvt Ltd
2018.01 - 2020.03
Engineer - End User Support
Microland Limited
2015.11 - 2017.04
Desktop Support Engineer
Wipro InfoTech
2014.08 - 2015.11
Desktop Support Engineer
Progressive InfoTech Pvt Ltd
2013.03 - 2013.10
Diploma - Chip Level Computer Hardware and Networking Engineering
12th - Science
BIEC PATNA
10th - undefined
BSEB PATNA
B.A - Political Science
Tilka Manjhi Bhagalpur University