Summary
Overview
Work History
Education
Skills
Certification
Languages
Personal Information
Timeline
Generic

SHUBHAM SAXENA

Faridabad

Summary

Dedicated Technical lead with experience in achieving tangible results and cross-team collaboration. Proactive and excited to partner with like-minded individuals to achieve goals. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

12
12
years of professional experience
1
1
Certification

Work History

TECHNICAL SERVICE ENGINEER

Fujitsu Consulting India
07.2022
  • Strategic project management professional with track record of stakeholder management, project planning and KPI delivery
  • Strong understanding of process transition and end-to-end technical migrations
  • Core responsible for Infrastructure Management, Team management, Escalation Management, People Management, Continuous improvement & Quality Management.

TECHNICAL SPECIALIST

Mindtree Limited
06.2021 - 07.2023
  • Worked for Microsoft to support B2B business, worked as technical lead to support call and chat process
  • Working as Technical Advisor for Microsoft where we support escalations, unsolved cases on urgency
  • Providing best quality service to end users and generating most CSAT, and feedbacks.

L2 SUPPORT LEAD

EPE Administration Ltd
01.2021 - 06.2021
  • Supporting L1& L2 team with total capacity of 8 members
  • Setup in-house service desk process by hiring skilled employee, providing technical training, creating road maps, procuring required software, SAM & HAM repository.

SENIOR ANALYST (SHIFT SUPERVISOR)

British Council Management
07.2018 - 12.2020
  • Managed a team of 10 members, managing shift rosters, productivity, & ticket quality
  • Proven ability to develop and implement creative solutions to complex problems
  • Handling escalations, and tickets, and working on P1 & P2 tickets.

CLIENT TECH ASSOCIATE

Dell International
12.2014 - 01.2017
  • Worked as service desk analyst to support Dell employee
  • Providing technical assistant to resolve service requests and incidents related
  • Semi-technical process to support dell's customers by providing technical support and sale desktop Laptop/desktops.

TECH SUPPORT ADVISOR

Teleperformance India
06.2013 - 08.2014
  • Worked for Adobe, handled incidents regarding Adobe Creative Cloud apps
  • Providing technical support to Adobe Customer and helping to renew subscriptions.

SUPPORT ENGINEER

Quatrro Global Services
01.2012 - 04.2013
  • Worked as L1 engineer to provide basic technical support and pitch for sales
  • Identifying issue and then redirect to a dedicated queue.

Education

B A C H E L O R O F C O M P U T E R A P P L I C A T I O N - Computer Science

Sarvepalli Radhakrishnan University, Bhopal
01.2019

B A C H E L O R O F A R T S - History

Jiwaji University, Gwalior
01.2012

Skills

  • Identity & Access Management
  • Azure active directory
  • IT operations
  • Project management
  • Active Directory
  • IT Management
  • Customer Service
  • SCCM
  • Server Management

Certification

  • A Z - 1 0 4
  • I T I L V 4
  • A Z - 3 0 5 B A D G E

Languages

Hindi
English

Personal Information

  • Title: T E C H N I C A L S E R V I C E L E A D
  • Nationality: Indian
  • Marital Status: Married

Timeline

TECHNICAL SERVICE ENGINEER

Fujitsu Consulting India
07.2022

TECHNICAL SPECIALIST

Mindtree Limited
06.2021 - 07.2023

L2 SUPPORT LEAD

EPE Administration Ltd
01.2021 - 06.2021

SENIOR ANALYST (SHIFT SUPERVISOR)

British Council Management
07.2018 - 12.2020

CLIENT TECH ASSOCIATE

Dell International
12.2014 - 01.2017

TECH SUPPORT ADVISOR

Teleperformance India
06.2013 - 08.2014

SUPPORT ENGINEER

Quatrro Global Services
01.2012 - 04.2013

B A C H E L O R O F C O M P U T E R A P P L I C A T I O N - Computer Science

Sarvepalli Radhakrishnan University, Bhopal

B A C H E L O R O F A R T S - History

Jiwaji University, Gwalior

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