PRADEEP KUMAR R
Summary
I am an experienced IT Customer Support Leader with over 14 years in managing technical teams, optimizing IT support operations, and enhancing customer satisfaction. I have strong expertise in incident resolution, service management, and team mentoring. I am seeking a leadership role to drive customer experience improvements and operational efficiency
Overview
17
17
years of professional experience
Work History
Team Lead
Dover India Pvt Ltd
05.2023 - Current
- Company Overview: IT support services company
- Managed a team of 30 IT support agents, ensuring high-quality customer service and issue resolution
- Designed and conducted training programs, improving team productivity and process efficiency
- Provided real-time support during live calls post-process go-live to ensure seamless operations
- Conducted call audits and delivered regular feedback to maintain high-quality standards
- IT support services company
Team Lead
Virtusa Consulting Pvt. Ltd
04.2022 - 04.2023
- Company Overview: Consultancy services for IT solutions
- Supervised a team of 50 members, ensuring adherence to KPIs and business objectives
- Prepared and analyzed key performance metrics, ensuring business targets were consistently met
- Managed escalations and acted as Incident Manager, leading root cause analysis and issue resolution
- Collaborated with Quality teams to provide training and skill enhancements for agents
- Consultancy services for IT solutions
Senior IT Analyst
Infinite Computers Solution
12.2019 - 12.2021
- Company Overview: IT services and solutions provider
- Led a team of 30-50 members, ensuring operational excellence in IT service delivery
- Monitored daily queues, assisted in escalations, and ensured SLA compliance
- Produced detailed reports tracking site performance and efficiency improvements
- Implemented standardized troubleshooting methodologies to enhance first-call resolution rates
- IT services and solutions provider
Sr. Software Engineer
Tech Mahindra
Hyderabad
02.2016 - 11.2016
- Company Overview: IT services and solutions provider
- Managed secure file transmissions using Global File Transfer (GFT) tool, ensuring MasterCard security compliance
- Facilitated discussions with end-users to optimize file transfer protocols (FTP, SFTP, FTP SSL)
- Provided 24/7 troubleshooting support for file transfers in testing and production environments
- Investigated and resolved system hardware and file transmission-related issues
- IT services and solutions provider
Tech Associate
BA Continuum India Pvt. Ltd
09.2011 - 08.2015
- Company Overview: Business process management and IT services
- Provided technical support for system hardware/software issues via chat, calls, and email
- Diagnosed and resolved hardware/software issues for desktops, laptops, and mobile devices
- Performed remote troubleshooting, ensuring PC/Mac functionality and network connectivity
- Managed FTP/SFTP file transfers, troubleshooting data transmission errors
- Business process management and IT services
System Admin & Corporate Manager
PC-World Computers Pvt. Ltd
10.2009 - 05.2011
- Company Overview: IT services and solutions provider
- Managed IT infrastructure and coordinated technical team activities
- Ensured timely resolution of support tickets and provided weekly team performance reports
- Coordinated vendor management and procurement activities for IT assets
- IT services and solutions provider
Technical Support
Dell International Pvt. Ltd
08.2008 - 09.2009
- Company Overview: Global technology company
- Troubleshot software and hardware issues for Dell customers, ensuring timely resolution
- Provided remote and on-site technical support for servers, networking, and desktop environments
- Maintained troubleshooting guides and assisted in customer support knowledge base updates
- Global technology company
Education
Bachelor of Engineering -
Swami Ramanand Teerth Marathwada University
Maharashtra08.2007
Skills
- ITIL
- Mac OS
- Training Programs
- Mobile Devices
- IT Support Management
- Coaching and Mentoring
- Analytical Thinking
- ITIL Foundation
Accomplishments
- Leadership in IT Support Management
- Successfully led multiple teams to achieve and exceed service level agreements while maintaining high customer satisfaction ratings.
Timeline
Team Lead
Dover India Pvt Ltd
05.2023 - Current
Team Lead
Virtusa Consulting Pvt. Ltd
04.2022 - 04.2023
Senior IT Analyst
Infinite Computers Solution
12.2019 - 12.2021
Sr. Software Engineer
Tech Mahindra
02.2016 - 11.2016
Tech Associate
BA Continuum India Pvt. Ltd
09.2011 - 08.2015
System Admin & Corporate Manager
PC-World Computers Pvt. Ltd
10.2009 - 05.2011
Technical Support
Dell International Pvt. Ltd
08.2008 - 09.2009
Bachelor of Engineering -
Swami Ramanand Teerth Marathwada University
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