Rajat Sharma
Global IT Service Desk Team Leader
New Delhi
Summary
Experienced Service Desk Team Lead with over 8+ years of experience in different leading organizations. Exceptional skills and knowledge in Technical support. Proven skill in resolving problems quickly on first call and Excellent reputation for improving Customer satisfaction. Troubleshoots highly technical, complex issues with ease and patience. Eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Global IT Service Desk Team Leader
HCL Technologies
03.2023 - Current
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Promoted a culture of continuous improvement by encouraging feedback from all levels of the organization and implementing actionable changes accordingly.
- Implemented employee recognition programs that boosted morale and increased retention rates within the team.
- Provided ongoing technical support to direct reports and escalation calls. addressing concerns or questions promptly so they could remain focused on their tasks.
- Handling client on a Weekly Business review to strategize and showcase the team performance and coming up with a mitigation plan.
- Responsible for achieving the set KPI's and SLA's as agreed with clients.
- Administering the Beyond Trust console by updating it to the latest version in accordance with the Vendor.
- Responsible for the IT Service Management and to ensure that the team is updated with the latest changes done in the IT environment.
Service Desk Specialist
HCL Technologies
05.2021 - 02.2022
- Established strong rapport with clients by consistently providing timely updates on ticket status and expected timeframes for issue resolution.
- Handling complex issues over more than 50 calls throughout the day and providing technical support to senior bankers.
- Responsible for providing appropriate support required from account creation to separation of user account.
- Developed comprehensive knowledge base articles to facilitate efficient problem-solving among team members and promote self-service options for end users.
Resolution Specialist
Amazon India Development Center Pvt. Ltd
12.2018 - 12.2020
- Team Lead, Team Meetings, Escalation Calls, Product & Technology trainee to juniors
- Performance Driving and training associate to handle the challenges.
Customer Service Associate
Amazon India Development Center Pvt. Ltd
08.2017 - 12.2018
- Taking care of the problems related to the logistical issues and all the pre as well as post order issues faced by the customers of the North American region.
PRACTITIONER
IBM CONCENTRIX DAKSH
10.2016 - 08.2017
- Started working against issues that were being faced by the Amazon's customer build
- Area of operation:- Amazon D2CS (Echo, Prime video, kindle etc.)
Education
Bachelor of Arts. Prog. -
Delhi University, School of Open Learning
New Delhi 01.2016 - 04.2020
Skills
ServiceNow
Microsoft Office
Azure Active Directory
Privileged Access Management
Directory and Resource Management
BeyondTrust Representative Console
System Center Configuration Manager
Microsoft Endpoint
Cisco Identity Service
Configuration Management Database
Microsoft Exchange Admin
Global Access Management
Role Based Access Control
Knowledge Management
Monitoring
Awards
- Won Customer Obsession award twice
- Best Mentor & Superstar award
- Best Trainee
- Recognized by the Senior Management as well as the client operatives
Projects
- Successfully transitioned to the VPN upgrade in client environment.
- Solely responsible to transitioning to SharePoint and OneDrive for better & optimized user experience.
- Introduced Mentorship for New Joiners.
- Initiated technical audits with the Quality team for better outputs & to ensure 100% compliance.
Certification
ITIL V4 Foundation
Soft Skills
I
Timeline
Global IT Service Desk Team Leader
HCL Technologies
03.2023 - Current
ITIL V4 Foundation
06-2022
Service Desk Specialist
HCL Technologies
05.2021 - 02.2022
Resolution Specialist
Amazon India Development Center Pvt. Ltd
12.2018 - 12.2020
Customer Service Associate
Amazon India Development Center Pvt. Ltd
08.2017 - 12.2018
PRACTITIONER
IBM CONCENTRIX DAKSH
10.2016 - 08.2017
Bachelor of Arts. Prog. -
Delhi University, School of Open Learning
01.2016 - 04.2020
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