Sandeep Anand Soreng
NOIDA
Summary
Results-driven business professional. Experienced in leading programs, teams and projects. Highly effective at coaching staff, reorganizing teams and refocusing groups to meet new targets.
Overview
17
17
years of professional experience
Work History
Service Manager
Accenture
NOIDA
07.2024 - 12.2024
- Managed team of technicians to ensure high-quality service delivery and customer satisfaction.
- Represented the service department in executive meetings, providing PPTs and insights on performance and initiatives.
- Reviewed and approved Problem and Change requests.
- Incident Management - Handled escalated P3 incidents, liaised with the client and resolver team, and drove to resolution. Actively engaged in major incidents.
Service Management Consultant
Accenture
NOIDA
10.2023 - 06.2024
- Prepared reports outlining progress against goals set out in service level agreements
- Coordinated with internal teams and external stakeholders to support business growth through development of new features
- Liaised weekly with Client Service Management to standardize and initiate processes.
PMO Consultant
Accenture
NOIDA
10.2023 - 06.2024
- Conducted Daily Internal Review calls to monitored project performance against agreed timelines
- Facilitated Weekly and Monthly client review
- Conducted Monthly / Weekly CDP training to equip team members with knowledge for staying compliant
- Coordinated activities among different departments to facilitate smooth implementation of projects
- Maintained records of all existing projects including their progress metrics
- Prepared detailed reports on the progress of each project at regular intervals.
Team Lead
Accenture
Gurgaon
10.2019 - 09.2023
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard
- Developed strategies to increase team productivity and improve customer service levels
- Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
Service Management Specialist
Accenture
Gurgaon
01.2016 - 09.2019
- Ensured all service requests are tracked, monitored and reported on a timely basis
- Coordinated efforts between internal teams as well as third party vendors in order to resolve complex incidents quickly
- Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
Process Trainer
Accenture
Gurgaon
06.2014 - 12.2015
- Developed and implemented training programs for new process employees
- Conducted classroom, on-the-job, and web-based training sessions to ensure employee understanding of processes
- Created and maintained comprehensive documentation related to process training activities.
Level 2 IT Support Engineer
Accenture
Gurgaon
12.2011 - 05.2014
- Provided technical assistance to customers, colleagues and managers on a variety of IT related issues
- Resolved escalated customer service requests from Level 1 support personnel
- Provided guidance on troubleshooting procedures to junior IT staff members.
Level 1 Technician
Accenture
Gurgaon
10.2010 - 11.2011
- Provided technical assistance to customers via phone and email support
- Troubleshot hardware, software, and network related issues
- Installed and configured computer systems, printers, and other peripherals
- Solved software application problems in a timely manner.
Technical Support Expert
Dell India
Gurgaon
11.2007 - 09.2010
- Troubleshot customer inquiries related to software and hardware issues
- Assisted customers with installation of new hardware and software applications
- Diagnosed system errors and implemented solutions to resolve them
- Recommended upgrades or additional features that could enhance user experience.
Education
B Com -
Hansraj Colledge
Skills
- IT service management
- Project Management
- Report Preparation
- Operations Management
Timeline
Service Manager
Accenture
07.2024 - 12.2024
Service Management Consultant
Accenture
10.2023 - 06.2024
PMO Consultant
Accenture
10.2023 - 06.2024
Team Lead
Accenture
10.2019 - 09.2023
Service Management Specialist
Accenture
01.2016 - 09.2019
Process Trainer
Accenture
06.2014 - 12.2015
Level 2 IT Support Engineer
Accenture
12.2011 - 05.2014
Level 1 Technician
Accenture
10.2010 - 11.2011
Technical Support Expert
Dell India
11.2007 - 09.2010
B Com -
Hansraj Colledge
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