Piyush Kumar
Pune
Summary
Experienced IT professional with over 11 years in various roles, primarily as a German Language Expert, Service Desk Engineer, and Senior Engineer in the Service Desk, and then promoted to Team Lead of the IT Service Desk with 15 people. Adept at managing and administering IT infrastructure systems, providing technical support, and leading teams. Proven track record of problem-solving, strategic planning, and stakeholder management. Fluent in German and English.
Proficient in German and English (speaking, writing, and reading), strong analytical and problem-solving skills, excellent organizational and interpersonal skills, experience in strategy formulation and execution, technical management and administration, and team supervision and training.
Overview
12
12
years of professional experience
Work History
Service Desk Team Leader
Mphasis Service Limited
01.2023 - Current
- Trend analysis and working closely with the problem management team: from the incoming issues/tickets, performing trend analysis and reporting the repetitive issues to the problem management team for a permanent fix.
- Knowledge Base Management: Updating and managing end-user and IT service desk KB articles.
- Security: Hornet Security for data protection.
- Trend Analysis: Issue and ticket trend analysis, reporting to Problem Management for permanent fixes.
- Azure Cloud: Know-how for creating records for authentication or revoking access.
- Interacting with stakeholders for a new update.
- Customer handling experience enhancement exercise through workshops and on-site visits to better understand the on-ground challenges and take feedback via VOC.
- Diagnosed and resolved complex technical issues related to software, hardware, and network connectivity.
- Managed and prioritized service requests to ensure timely resolution, and minimize impact on business operations.
- Provided exceptional customer service, maintaining clear communication, and setting accurate expectations for issue resolution.
- Documented troubleshooting procedures and solutions to enhance the knowledge base, and support continuous improvement efforts.
- Stakeholder Collaboration: Act as a key liaison between IT and business stakeholders to ensure alignment with strategic goals, and effective communication.
- Work closely with other IT managers to assess and address the growth needs and maintenance of the IT infrastructure.
- Tools and systems in operation: ServiceNow, Bomgar (Beyond Trust), on-premises Exchange, cloud Exchange, Microsoft Intune, VPN partner network connection, on-premises console.
Service Desk Engineer
ITC Info-tech
Bangalore
01.2023 - 02.2024
- Support German user over call, chat and email related to any Computer issue like password issue, VPN issue, Outlook issue and application issue.
- Provide all required access to new user in Active directory.
- Troubleshooting shared drive access and mapping issues.
- Monitoring Service Now queues and assigning the tickets to the team members.
- Creation and maintenance of documentation for supported applications.
- Conducted trainings on multiple topics at team and project level.
I.T. ANALYST, L1 Service Desk – German Language Expert
TATA CONSULTANCY SERVICES
Bangalore
01.2017 - 01.2022
- Manage Okta application migration workstream within the established project budgets and advise Project Manager of potential deviation.
- Provide timely status reporting to the Project Manager.
- Interpret and complete vendor provided data migration workbooks.
- As part of the project closure, evaluate and make recommendations for future improvements.
- Highly effective working in a team, as well as working independently.
- Identify and diagnose issues and problems.
- Categorize and record reported queries and provide solutions.
- Support problem identification.
- Advise users on appropriate course of action.
- Monitor issues from start to resolution.
- Escalate, if needed, unresolved problems to a higher level of support.
- Provide essential online security advice and support.
- Managing user's life-cycle states (Activate, deactivate, reactivate, suspend, and unsuspended users), Password resets, MFA resets, Creation and deletion of users in Okta.
- Managing directory integrations (Provisioning, Incremental Imports, Push groups and Assignment) in Okta.
- Handling privilege access requests and account lockout issues.
- Good Knowledge on PKI, Microsoft outlook, Skype Client, and VPN client.
- Handling major severities and escalations and resolving the issues.
- Communicating to the regional leads on any issue that could significantly impact the business.
- Providing technical support to users through E-mails, ServiceNow tickets and Google hangouts, Google chat, Lync chat.
- Taking responsibility and ownership of client expectations for smooth delivery of services.
- Single Point of contact for integration in ASIA, NA, LATAM and EMEA regions.
- Maintaining user, group and computer accounts for Nielsen Domains.
- Handled Sev1 incidents including root cause analysis and continuous improvement plans for the escalations.
- Troubleshooting shared drive access and mapping issues.
- Monitoring Service Now queues and assigning the tickets to the team members.
- Creation and maintenance of documentation for supported applications.
- Conducted trainings on multiple topics at team and project level.
- Works on cross-functional teams to proactively address support issues.
- Excellent analytical, decision making and problem-solving skills.
- Proficient in maintaining smooth flow of work and information.
Legal German Translator (freelancer)
Pramata Knowledge Solutions Pvt. Ltd.
02.2017 - 07.2017
- Translated from German to English vice versa.
- Applied Language Skills such as Grammar and appropriate terminology.
- Meet rigid deadlines and conform to formatting and style guidelines.
- Texts have included Legal document such as Contract Form, Order, Amendment, and Addendum Form.
German Language Claim Investigator
Amazon Development Centre
04.2015 - 08.2016
- To work on customer query related to any product and provide best solution.
- To give situation-based judgment between buyer and seller.
German Language Analyst
Deutsche Bank
12.2013 - 04.2015
- Invoice Reconciliation.
- On-boarding & off-boarding.
- Travel Approving (GTAS).
- Concur Processing & Approving.
Education
BA(Hons.) - German
The English and Foreign Languages University
Hyderabad01.2013
Skills
- Active Directory
- Okta administration
- PowerShell scripting
- O365 Admin Center
- Windows administration
- Disk administration
- DHCP
- Event Logging
- DNS
- Group Policy Object(GPO)
- ADSI Edit
- CyberArk Authentication
- Advanced Microsoft Excel
- Service Now
- Windows Server 2003
- Windows Server 2008
- Windows Server 2012
- Windows Server 2016
- Windows Server 2019
- VMware
Disclaimer
I hereby declare that the information mentioned above is true to the best of my knowledge.
Achievements And Awards
- Professional Scrum Master I Certified.
- ITIL Foundation 2011 Certified (Internally)
- Received 'Service and Commitment Award'.
- Received Certificate and award for 'Service Excellence' Head of performance Management.
- Received Multiple Rewards and Recognition for successfully implementation of Global Protect VPN and Okta.
Languages
German
Advanced (C1)
C1
English
Proficient (C2)
C2
Timeline
Service Desk Engineer
ITC Info-tech
01.2023 - 02.2024
Service Desk Team Leader
Mphasis Service Limited
01.2023 - Current
Legal German Translator (freelancer)
Pramata Knowledge Solutions Pvt. Ltd.
02.2017 - 07.2017
I.T. ANALYST, L1 Service Desk – German Language Expert
TATA CONSULTANCY SERVICES
01.2017 - 01.2022
German Language Claim Investigator
Amazon Development Centre
04.2015 - 08.2016
German Language Analyst
Deutsche Bank
12.2013 - 04.2015
BA(Hons.) - German
The English and Foreign Languages University