Sandeep Sinha
New Delhi
Summary
Forward-thinking Manager with comprehensive experience implementing new processes and managing and planning innovations. Bringing outstanding problem-solving and abilities paired with in-depth knowledge of policies and procedures. Polished in evaluating employee performance and overseeing key projects.
Overview
1
1
Certification
15
15
years of professional experience
Work History
Manager, End User Computing
HCL Tech
Noida
12.2021 - Current
- Led End User Computing teams, focusing on Intune, Messaging (0365), and Active Directory management.
- Oversaw management of Azure Active Directory Services, including MFA, Bitlocker, LAPS, and Groups.
- Managed Service Desk, Remote Desktop Support and Field support team
- Developed and implemented strategies to maximize customer satisfaction.
- Managed client relationships to ensure effective issue resolution, customer satisfaction and service quality.
- Managed escalated customer issues through effective communication and problem-solving strategies.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Identified individual employee strengths and initiated mentoring program to address areas of weakness.
- Coached and mentored team members to enhance job performance and skill development.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Facilitated training sessions to enhance team skills and knowledge retention.
- Conducted performance reviews to identify areas for improvement.
- Led cross-functional teams to enhance project delivery efficiency.
- Ensured all incidents were resolved within the agreed SLA timeframes.
- Monitored and tracked progress of Major Incidents from start to resolution using incident management tools.
- Prioritized each incident based upon its impact on business and escalated issues considered major threats.
- Possessed extensive knowledge of application packaging, Windows Provisioning (Autopilot), MDM, and MAM processes.
- Created SOPs for various Top Contact drivers in order to automate the issues via Chatbot
Senior Technician
Dell International Services Pvt LTD
Gurgaon
08.2017 - 12.2021
- Completed preventive maintenance on set schedules.
- Delivered customer support by resolving technical issues promptly, enhancing user satisfaction.
- Managed incidents within SLA period as per their priority.
- Led Network operation in managing daily incidents and previous backlogs. It Includes vendor based tickets.
- Processed change management tickets to facilitate project updates, ISP related tickets.
- Resolved issues with difficult customers through effective communication. and client escalations to assist.
- Encouraging manager with 13+ years of experience and Incident Management.
- Analyzed key performance metrics and presented findings to external clients and senior management, informing strategic decisions.
- Analyzed social media data to identify trends and optimize future content strategies for better results.
Customer Service Representative
American Express India Pvt Ltd
Gurgaon
01.2017 - 06.2017
- Built strong relationships with customers to increase retention and loyalty.
- Advised customers on products and services to address their credit card and banking needs.
- Researched and resolved customer complaints and disputes related to credit card accounts.
- Investigated and resolved customer disputes related to credit decisions.
- Reviewed and verified vendor compliance to resolve billing disputes and fraud cases.
- Developed strategies to mitigate credit card fraud and identity theft risks.
Technical Trainer
The Phone Support(Systweak Softwares)
Jaipur
01.2014 - 01.2017
- Cultivated customized curriculum and course content to address organizational technology training mandates.
- Developed new training content in collaboration with video production team for multiple distribution channels.
- Compiled IT training and assessment resources to align with technical processes and skills development needs.
- Collaborated with technical manager to identify critical training areas based on software and equipment design.
- Updated training coursework and requirements according to group and technology changes.
- Developed and implemented successful onboarding program.
- Trained and mentored 15 new resources hired to fulfill various roles in a single batch.
- Acted as second-tier technical resource for helpdesk and assisted with answering technical questions.
- Collaborated with product teams to update training content based on software changes.
Customer Service Representative
Concentrix
Gurgaon
12.2011 - 06.2013
- Ensured customer satisfaction through proactive strategies that identified and resolved concerns.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high volume of incoming customer calls in a fast-paced environment. with minimal wait times.
- Responded to customer telephone inquiries to provide timely assistance. promptly to avoid on-hold wait times.
- Processed customer service orders promptly to increase customer satisfaction.
- Delivered primary support to internal and external customers, fostering positive relationships.
- Advised customers with tailored assistance, addressing special needs and preferences.
Education
Bachelor of Computer Applications -
Jai Narayan Vyas University
Jodhpur, India05-2011
Senior Secondary Education(12th) -
Army Public School
Jodhpur, India05-2008
Skills
- Azure Active Directory
- Incident management
- SLA Management
- Service desk management
- Application packaging
- Operations management
- Performance evaluation
- Resource allocation
- Cross-functional team management
- Performance Management
- Escalation Management
- Client Relationship
- Problem Management
- Resource Training
- Team leadership
- People Management
- Key performance indicators
- Customer Service
Certification
- Lean IT
- ITIL V4
- Gen AI and ML
- AZ-104
- MD-102
- Vulnerability Management by Qualys
Hobbies and Interests
- Swimming
- Basketball
- Pool
- Table Tennis
- Cricket
Disclaimer
- I hereby declare that the details furnished above are true and correct
Timeline
Manager, End User Computing
HCL Tech
12.2021 - Current
Senior Technician
Dell International Services Pvt LTD
08.2017 - 12.2021
Customer Service Representative
American Express India Pvt Ltd
01.2017 - 06.2017
Technical Trainer
The Phone Support(Systweak Softwares)
01.2014 - 01.2017
Customer Service Representative
Concentrix
12.2011 - 06.2013
Bachelor of Computer Applications -
Jai Narayan Vyas University
Senior Secondary Education(12th) -
Army Public School