Sachin Verma
Haryana
Summary
Experienced IT professional with 12+ years of experience leading teams of 30+ Service Desk Analysts to deliver timely IT solutions and perform KPI analysis. Proven track record in managing major incidents and offering 24x7 support, achieving a perfect 100% CSAT score. Award-winning performer with expertise in ITIL framework, service delivery management, and technical support. Strong focus on communication and team leadership.
Overview
12
12
years of professional experience
8
8
Certification
Work History
Associate Consultant
HCL Technologies Ltd. (Client – AMD)
02.2024 - Current
- Handling AMD Global IT Service Desk Operations team (30+ Analysts: L1, L2, SME and Shift Leads)
- Managing Major Incidents and stakeholder communications
- Certified People Management
- KPI for L1, L2, SME and Leads
- O365 Administration
- Organizing KT sessions to new employees with self-prepared Runbook
- Preparation of all kinds of MIS Reports and Presentations (Excel & PPT) as per Client's requirements i.e. Backlog, SLA, CSAT, Live trend etc.
- Monthly Roster for Service Desk Agents
- Daily Client Meetings i.e. Daily Sync Up, Challenges, IT Operations Meeting etc.
- Prepared Live Monitoring Dashboards in Service-Now
Team Lead NOC/Monitoring
Alpha IT Consultants Pvt. Ltd. (Client – Freedom Mortgage Inc.)
09.2020 - 02.2024
- Provided 24x7 MIM Support as Shift Lead
- Data Center and Network monitoring for Critical Events
- Communication and Stakeholders management for Major Incidents
- Immediate Engagement of concerned teams on Bridge in case of Major Incident
- Daily Meet up with Mgmt. and Presenting of the Daily Dashboard
- Ticket Management and Prioritization via Service Now ITSM tool
- Handled Bridge on every Sunday for Change/Validation activity
Administrator EUS/Senior Desktop Engineer
Microland Ltd. (Client – Maruti Suzuki India Ltd.)
08.2019 - 08.2020
- Successfully built Client’s Trust and retained in new payroll company (Microland).
- Provided Onsite Desktop Support to End Users as Team Lead
- Given Knowledge Transfer to L1 and L2 and defined their KPI
- Started Reporting and Quality Analysis of the Team
- CSAT, DSAT & KPI Analysis
System Engineer - Desktop L2 (Team Lead)
Hi-Tech Informatics Pvt. Ltd. (Client – Maruti Suzuki India Ltd.)
04.2019 - 07.2019
- Successfully built Client’s Trust and retained in new payroll company.
- Provided Onsite Desktop Support to End Users as Team Lead
- Given Knowledge Transfer to L1 and L2 and defined their KPI
System Engineer - Desktop L2
Future Focus Info Tech Pvt. Ltd. (Client – Maruti Suzuki India Ltd.)
07.2015 - 03.2019
- Provided Onsite Desktop Support to End Users as Team Lead
- Followed up on ETR and RCA for Network ISP Link Outages and Reporting to IT Management.
Engineer Desk Side
Progressive Info Tech Pvt. Ltd. (Client – GAIL (Gas Authority of India Ltd.))
01.2013 - 01.2014
- Provided Onsite Desktop Support to End Users
- Troubleshooting Laptops, Desktops, Windows OS and Printers
FMS (Facility Management Support) Engineer
CMS Info Systems Pvt. Ltd. (Multiple Clients i.e. HNG India Ltd., Jindal Stainless Ltd., LIC India)
01.2010 - 01.2012
- Provided 24x7x365 onsite desktop support to End Users
- Troubleshooting Laptops, Desktops and Printers
Education
Bachelor of Computer Application -
M.D. University
07-2010
Master of Computer Application -
M.D. University
07-2015
Skills
- Service Desk Operations
- Service Desk
- Major Incident Management
- People Management
- ITIL v4(Master Module)
- SLA Management
- Escalations Management
- CSAT and KPI Analysis
- System Administration
- Service NOW
- Vendor Management
- Reporting
- ITSM
Certification
- Lean Six Sigma (Green Belt) – EXIN Lean
- ITIL V4 (Master Module) – Skillsoft
- Certified People Manager – HCLTech
- Release, Service Level, and Availability Management – Skillsoft
- Event, Incident, and Problem Management – Skillsoft
- The Service Value Chain and General Management Practices – Skillsoft
- Service Desk, IT Asset, Service Configuration, and Change Control Management Skillsoft
- The Guiding Principles of the Service Value System and Continual Improvement Model – Skillsoft
References
Available on Request
Accomplishments
- Appreciation Award from HCLTech for reducing Backlog (2024)
- Two Times Appreciation received from Alpha IT as Top Performer (2021 & 22)
- Promoted from L1 to L2 and then L2 to Team Lead in Future Focus (between 2015-18)
Timeline
Associate Consultant
HCL Technologies Ltd. (Client – AMD)
02.2024 - Current
Team Lead NOC/Monitoring
Alpha IT Consultants Pvt. Ltd. (Client – Freedom Mortgage Inc.)
09.2020 - 02.2024
Administrator EUS/Senior Desktop Engineer
Microland Ltd. (Client – Maruti Suzuki India Ltd.)
08.2019 - 08.2020
System Engineer - Desktop L2 (Team Lead)
Hi-Tech Informatics Pvt. Ltd. (Client – Maruti Suzuki India Ltd.)
04.2019 - 07.2019
System Engineer - Desktop L2
Future Focus Info Tech Pvt. Ltd. (Client – Maruti Suzuki India Ltd.)
07.2015 - 03.2019
Engineer Desk Side
Progressive Info Tech Pvt. Ltd. (Client – GAIL (Gas Authority of India Ltd.))
01.2013 - 01.2014
FMS (Facility Management Support) Engineer
CMS Info Systems Pvt. Ltd. (Multiple Clients i.e. HNG India Ltd., Jindal Stainless Ltd., LIC India)
01.2010 - 01.2012
Bachelor of Computer Application -
M.D. University
Master of Computer Application -
M.D. University
Similar Profiles
NELSONRAJ NELSONRAJ null
Technical Lead at HCL Technologies (Worked for Cisco Client)Technical Lead at HCL Technologies (Worked for Cisco Client)
UVAN PRABHU BUVAN PRABHU B
ASSOCIATE CONSULTANT (VIDEO CONFERENCE) at HCL TECHNOLOGIES - CLIENT - BECTON DICKINSONASSOCIATE CONSULTANT (VIDEO CONFERENCE) at HCL TECHNOLOGIES - CLIENT - BECTON DICKINSON
PRIYANKA PATAKAMURUPRIYANKA PATAKAMURU
Configuration Specialist/Global Asset Liberian at HCL Technologies Ltd(client Novartis)Configuration Specialist/Global Asset Liberian at HCL Technologies Ltd(client Novartis)
ANANT JAINANANT JAIN
Senior Consultant at EXL ServicesSenior Consultant at EXL Services
Avi DhimanAvi Dhiman
Medical Scribe Trainer at IKS HealthMedical Scribe Trainer at IKS Health