Summary
Overview
Work History
Education
Skills
Certification
Languages
Accomplishments
Timeline
Generic
Prateek Tekchandani

Prateek Tekchandani

Faizabad (Ayodhya)

Summary

Dynamic professional with extensive experience at HCLTech, excelling in incident management and stakeholder engagement. Proven track record in enhancing customer satisfaction through effective communication and process improvements. Skilled in ITIL framework, I consistently drive service delivery excellence and foster strong client relationships, ensuring timely resolution of complex issues.

Organized Deputy Manager with strong leadership, customer service and sales expertise. Proficient, Trustworthy, reliable and always professional.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Deputy Manager

HCLTech
Lucknow
11.2024 - Current
  • Facilitated communication between departments for project updates.
  • Coordinated meetings and prepared agendas for discussions.
  • Maintained accurate records of project documentation and reports.
  • Implemented best practices for workflow efficiency within teams.
  • Engaged with stakeholders to gather feedback on project deliverables.
  • Coordinated with other departments to ensure smooth functioning of activities.
  • Monitored daily operations and ensured compliance with company policies and regulations.
  • Prepared monthly progress reports detailing achievements against set targets.
  • Managed communication between teams to ensure timely delivery updates.

Incident Manager

Genpact India Pvt. Ltd.
Hyderabad
05.2022 - 11.2024
  • Managed incident resolution processes to ensure timely response and restoration.
  • Coordinated communication between stakeholders during critical incident situations.
  • Led root cause analysis sessions to identify systemic issues and improve processes.
  • Trained team members on incident management best practices and tools usage.
  • Monitored incident trends to proactively address potential risks and vulnerabilities.
  • Prioritize each incident based upon its impact on business and escalated issues considered major threats.
  • Documented incident details in knowledge base articles for future reference purposes.
  • Resolved customer complaints through effective communication and problem-solving skills.
  • Implemented process improvements to streamline service workflows and increase productivity.
  • Analyzed customer feedback to identify areas for service enhancement and training needs.
  • Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.

Analyst

HCL Technologies Ltd.
LUCKNOW
12.2020 - 05.2022
  • Provided technical support for hardware and software issues across various platforms.
  • Assisted users with troubleshooting and resolving network connectivity problems.
  • Documented user interactions and technical issues in the ticketing system.
  • Collaborated with cross-functional teams to improve incident response procedures.
  • Monitored system performance and escalated critical issues to senior engineers.
  • Educated users on best practices for software applications and security protocols.
  • Gathered information from end-users to troubleshoot, diagnosing hardware and software issues.
  • Updated knowledge base articles regularly with latest information about products and services offered by organization.
  • Resolved tickets raised by customers within SLA timelines while keeping track of resolution status in ticketing system.
  • Coordinated with vendors for procurement of hardware and software components required for smooth functioning of IT infrastructure.
  • Provided technical assistance to customers in resolving application, network and hardware related issues.
  • Diagnosed and resolved basic networking problems including LAN and WAN connectivity issues.

Sales & Marketing Manager

SHIPIKART
LUCKNOW
09.2019 - 09.2020
  • Developed and executed comprehensive marketing strategies to drive brand awareness.
  • Collaborated with sales teams to align marketing efforts with business objectives.
  • Conducted market research to identify customer needs and industry trends.
  • Analyzed campaign performance data to refine marketing approaches effectively.
  • Managed a team of sales representatives by providing guidance, training, and support when needed.
  • Conducted market research to understand customer needs and preferences.
  • Monitored customer satisfaction levels through surveys and feedback mechanisms.

Escalation Lead

System Plus Technologies
Delhi
10.2015 - 08.2019
  • Led escalated customer issues to resolution for improved satisfaction.
  • Trained team members on escalation protocols and best practices.
  • Developed and maintained escalation documentation and knowledge base resources.
  • Facilitated communication between customers and technical support teams.
  • Implemented process improvements to streamline issue resolution workflows.
  • Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
  • Enhanced customer satisfaction ratings by building client rapport and timely resolving crises and issues.
  • Responded promptly and professionally to any complaints or queries received from customers over social media platforms.
  • Assisted in developing new policies and procedures related to managing difficult customer situations.
  • Ensured all unresolved cases were transferred promptly to the appropriate personnel for further investigation.

Technical Specialist

iYogi Technical Services Pvt. Ltd.
Gurugram
07.2014 - 10.2015
  • Assisted customers with product selection and technical inquiries.
  • Demonstrated product features and functionalities to enhance customer experience.
  • Provided technical support for device setup and troubleshooting issues.
  • Engaged with customers to foster relationships and encourage brand loyalty.
  • Demonstrated how to use the full range of features available on Apple products.
  • Maintained a comprehensive knowledge of current Apple products and services.
  • Processed payments using cash registers or point-of-sale systems.
  • Configured personal settings for each customer's device based on individual needs.
  • Handled customer complaints in a professional manner while seeking solutions that met their needs.
  • Provided technical support to customers on various Apple products, including iPhones, iPads, MacBook, and iMacs.
  • Troubleshot customer issues related to software updates and hardware malfunctions.

Education

Master of Commerce - Accounting

Dr. Ram Manohar Lohia Awadh University
Faizabad (Ayodhya)
06-2015

Bachelor of Commerce - Economics

Era's College of Management (Lucknow University)
Lucknow
07-2012

12th - Commerce

Udaya Public School
Faizabad (Ayodhya)
05-2009

Skills

  • Technical support
  • Customer relationship management
  • Incident management
  • Service level management
  • Service delivery
  • Stakeholder engagement
  • Effective communication
  • ITIL framework

Certification

  • Certified Service Now Administrator
  • Certified Xanadu Delta Service Now Administrator
  • JCHNP Certified

Languages

Hindi
First Language
English
Proficient (C2)
C2

Accomplishments

  • Received Certificate for Appreciation 6 times in a year for exceptional customer service
  • Received multiple emails from customers/stakeholders for solving their ongoing issues and going an extra mile educating how to avoid these issues in the future.
  • Supported customer to resolve their issues in a timely manner,ensuring the SLA (As per agreement)

Timeline

Deputy Manager

HCLTech
11.2024 - Current

Incident Manager

Genpact India Pvt. Ltd.
05.2022 - 11.2024

Analyst

HCL Technologies Ltd.
12.2020 - 05.2022

Sales & Marketing Manager

SHIPIKART
09.2019 - 09.2020

Escalation Lead

System Plus Technologies
10.2015 - 08.2019

Technical Specialist

iYogi Technical Services Pvt. Ltd.
07.2014 - 10.2015

Master of Commerce - Accounting

Dr. Ram Manohar Lohia Awadh University

Bachelor of Commerce - Economics

Era's College of Management (Lucknow University)

12th - Commerce

Udaya Public School

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Prateek Tekchandani