Nishant Kumar
Pune
Summary
Technical Support Team Leader specializing in Microsoft Azure and AI services, I guide my team in delivering expert support for cloud apps and services. With a focus on problem-solving, innovation, and customer success, I empower my team to tackle complex challenges and optimize performance for our clients. Passionate about technology and continuous learning, I strive to create an environment where technical excellence and exceptional service go hand in hand. Fluent in cloud solutions, AI advancements, and working towards future of tech support!
Overview
2
2
years of professional experience
1
1
year of post-secondary education
4
4
Certifications
Work History
Tech Support Lead
Persistent Systems
01.2024 - Current
- Improved service desk efficiency by streamlining processes and implementing best practices.
- Increased first call resolution rate through comprehensive staff training and development programs.
- Contributed to budget planning by accurately forecasting staffing needs based on historical trends and anticipated business growth.
- Established clear performance metrics for continuous improvement in both individual and team performance levels.
- Fostered a culture of continuous learning among team members through ongoing professional development opportunities and knowledge sharing sessions.
- Implemented a robust incident management process for effective tracking, escalation, and resolution of service-related issues.
- Collaborated with cross-functional teams to address complex technical challenges and improve overall service quality.
- Enhanced customer satisfaction with timely issue resolution and effective communication skills.
- Initiated regular audits of incident tickets to identify recurring issues warranting root cause analysis.
- Reduced ticket backlog by prioritizing high-impact issues and consistently meeting response time targets.
- Developed a high-performing team by providing coaching, mentoring, and regular performance feedback.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored service staff performance and provided feedback for improvement.
- Analyzed service reports to identify areas of improvement.
Technical Support Lead
Wipro Technologies Ltd
07.2022 - 01.2024
- Provide Tier 1 & 2 IT support to users through desk side support services
- Resolve diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
- Effectively managing, developing, and training the service desk team
- Monitor and review daily reports and performance
- Keep the company agent roster up to date with timely changes
- Work effectively with various teams and collaborated with others to achieve specified goals of Service Desk
- Participating in meetings with management to discuss customer needs and concerns
- Reviewing reports for the team to assess performance and identify areas of improvements
- Prepare weekly and monthly performance reports for the service desk
- Share updates on performance KPIs and SL with the clients
- Manage and resolve level 2 tickets and help the team to manage it
- Review and contribute towards enhancing the knowledge base for continuous growth
- Escalate to Level III support groups and manage the ticket through resolution, keeping the user apprised of updates and progress
- Ensuring tickets are assigned, resolved, and documented in a consistent and timely fashion
- Responsible for managing Customer Satisfaction (CSAT) and Dissatisfaction (DSAT).
Subject Matter Expert
Tech Mahindra Business Services
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Collected and analyzed customer information to prepare product or service reports
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Answered customer telephone calls promptly to avoid on-hold wait times
- Delivered excellent customer service, resulting in consistent customer satisfaction rating, efficiency by monitoring team member productivity and providing feedback
- Moved to IT Service Desk and handled below responsibilities: Provided Tier 1 IT support to non-technical internal users through desk side support services
- 1st Line Support for all IT Services to all users within the bank
- Ensuring tickets are assigned, resolved, and documented in a consistent and timely fashion
- Reporting and preparing dashboards in Excel
- Reporting and preparing dashboards in MS Power BI
- ServiceNow.
Customer Sales Representative
Tech Mahindra Business Services
- Educated customers on promotional options, sales policies and methods
- Resolved concerns with products or services to help with retention and drive sales
- Assisted Inbound and outbound customers with questions and orders
- Maintained customer accounts and relationships
- Managed over 30 calls per day
- Contributed towards growth and sales
- Cultivated and strengthened account relationships to achieve and exceed company targets
- Worked independently with minimal supervision
- Stayed current on company offerings and industry trends.
Technical Support Representative
Concentrix Corporation
- Provided Tier 1 IT support to non-technical internal users through desk side support services
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
- Researched product and issue resolution tactics to address customer concerns.
Education
Electronics And Telecommunications Engineering - Engineering
Pune University
12.2016 - 03.2018
Skills
Good knowledge of Office 365
Good knowledge of Active Directory
Data Analysis
Incident Management
Escalation management
Training and mentoring
Technical Troubleshooting
Operations Oversight
Certification
Google Cloud Gen AI, 08/2023
Languages
English
Hindi
Timeline
Tech Support Lead
Persistent Systems
01.2024 - Current
Technical Support Lead
Wipro Technologies Ltd
07.2022 - 01.2024
Electronics And Telecommunications Engineering - Engineering
Pune University
12.2016 - 03.2018
Subject Matter Expert
Tech Mahindra Business Services
Customer Sales Representative
Tech Mahindra Business Services
Technical Support Representative
Concentrix Corporation
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