Ravinder Kumar
Gurugram
Summary
Onsite Support Lead - Technical Specialist experienced in onsite IT support across India and APAC. Achieved customer satisfaction and operational efficiency through effective SLA management, VIP support, and ITIL-based service delivery. Developed and implemented strategies that enhanced team performance and ensured business continuity.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Onsite Support Lead - IT Service Delivery
HCL Technologies Ltd.
Gurgaon
02.2017 - Current
- Client Name- Becton Dickinson Pvt. Ltd. (Medical Manufacturing Company)
Sr. Specialist
Aforeserve Ltd.
Gurgaon
12.2015 - 02.2017
- Client Name- Becton Dickinson Pvt. Ltd. (Medical Manufacturing Company)
Technical Support Engineer
JBS Technology Ltd.
Delhi
01.2012 - 11.2015
- Client Name: Comptroller and Auditor General of India (CAG) & The Central Drugs Standard Control Organization.
Customer Support Engineer
Allied Digital Services Ltd.
Delhi
01.2012 - 11.2015
- Client Name- CG Power and Industrial Solutions (Crompton Greaves Ltd)
Education
MBA - IT & Marketing
Swami Vivekanand Subharti University
BBA - Management & Commerce
IEC University
HP, IndiaSenior & Higher Secondary -
Board of School Education Haryana
Panipat, IndiaSkills
- ServiceNow management
- Technical support
- Deployment & Migration
- EUC management
- Networking & Hardware
- Intune & Azure
- Team management
- Leadership & Team Management
- Vendor management
- Stakeholder Engagement
- Documentation management
- Interpersonal Communication
- Incident management
- Systems troubleshooting
- IT service delivery
- Client relations
- Customer engagement
- Service level agreements
- Process improvement
- Team collaboration
- Requirements gathering
- Problem solving
- Time management
- Conflict resolution
- Service level agreement management
- Escalation handling
- Troubleshooting and Diagnostics
- Ticket management
- Technical troubleshooting
- Issue resolution
- Operating systems
- Mobile device support
- Application installations
- Remote support
- Customer service
- SLA compliance
- AV technical support
- System upgrades
Certification
- Azure Administrator (AZ-104), FY24
- ITIL v4 Foundation, FY2019
- Microsoft Certified Professional (MCP)
- Microsoft Certified Systems Administrator (MCSA)
- Master Diploma in Advanced Computer
Accomplishments
- Awarded for Customer Excellence in IT support.
- Successfully lead APAC-wide IT support operations with 98% SLA Meets.
- Implemented Windows 11 Autopilot deployment across multiple sites.
- Created and maintained Knowledge Base articles to improve resolution efficiency.
- Meet 98% CMDB vs Physically inventory accuracy APAC-Wide in Service now tool.
Languages
- Hindi
- English
Personal Information
- Date of Birth: 10/29/86
- Nationality: Indian
- Marital Status: Married
Languages
English
Upper Intermediate
B2
Hindi
Advanced
C1
Timeline
Onsite Support Lead - IT Service Delivery
HCL Technologies Ltd.
02.2017 - Current
Sr. Specialist
Aforeserve Ltd.
12.2015 - 02.2017
Technical Support Engineer
JBS Technology Ltd.
01.2012 - 11.2015
Customer Support Engineer
Allied Digital Services Ltd.
01.2012 - 11.2015
MBA - IT & Marketing
Swami Vivekanand Subharti University
BBA - Management & Commerce
IEC University
Senior & Higher Secondary -
Board of School Education Haryana