Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic
Vineet Sehgal

Vineet Sehgal

New Delhi

Summary

Dynamic IT professional with extensive experience in project management, technical support, and team leadership. Proven track record of setting up new project categories, service level agreements (SLA)s, and operational matrices, ensuring seamless project execution. Skilled in identifying and reporting bugs and issues to stakeholders, collaborating with teams to implement improvement plans. Proficient in preparing and presenting detailed dashboards to track issues and prioritize tasks effectively. Expertise in interviewing, onboarding, and training team members, with a focus on performance tracking and enhancement. Adept at handling escalations and providing prompt resolutions while delivering exceptional technical assistance to end-users.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Team Lead

Dyninno
Gurgaon
02.2023 - 06.2024
  • Establish new project categories, SLAs, and operational matrices.
  • Identify and report bugs and project issues to developers and project managers.
  • Collaborate with various teams and stakeholders to identify issues and propose improvement plans for ongoing projects.
  • Compile weekly dashboards detailing the number of issues categorized by priority.
  • Conduct interviews and facilitate on-boarding for new team members.
  • Provide comprehensive training for new team members and monitor their performance.
  • Manage escalations and ensure timely resolution.
  • Offer technical assistance to end-users.
  • Administrating multiple portals such as Google Suite, Office 365, and Active Directory.
  • Revising help desk manuals and guidelines to align with evolving technology and new software applications.
  • Chairing weekly stakeholder meetings to introduce and assess new improvement plans and evaluate system changes.

Team Lead

Birdeye Softwares
Gurgaon
10.2020 - 01.2023
  • Offered technical guidance and support to the team as required.
  • Addressed escalated hardware and software issues concerning Windows and MAC devices.
  • Managed the transition of projects including VMware Workspace One and MFA setup for Google Workspace, as well as configured and established workflows in Freshdesk for automation.
  • Collaborated with various technology vendors to arrange demos, deploy, and test new products.
  • Worked as an administrator on multiple portals such as Google Suite, Office 365, and VM-ware Workspace One.
  • Conducted asset management for various softwares and hardwares.
  • Provided hands-on assistance to end-users with printer, laptop, desktop, and Apple device issues.
  • Worked closely with account managers to enhance support experiences for various products.
  • Forecasted hardware assets and software licenses based on anticipated staff changes.
  • Organized regular training sessions to ensure the Help Desk staff remained up-to-date with technological advancements.
  • Updated help desk manuals and guidelines in response to evolving technology and software applications.
  • Conducted quality assessments of Help Desk services and developed initiatives for ongoing service enhancement.
  • Recorded, tracked, and documented IT issues and resolutions to drive process improvements.

Senior Associate

Coforge
Greater Noida
09.2019 - 05.2020
  • Serving as Subject Matter Expert (SME) for the remote desktop support team.
  • Delivering training to new team members and assisting with their transition.
  • Acting as an active shift lead, overseeing the team's schedule and assignments.
  • Managing high-priority issues and collaborating with the team to ensure efficient ticket resolution.
  • Handling client calls for weekly data review and implementing suggested changes.
  • Maximizing first-time fixes and minimizing ticket reopens.
  • Ensuring regular updates to Knowledge Base articles in accordance with process changes.
  • Providing guidance and support on various issues, including user access, life cycle management, and Office 365 administration.
  • Compiling weekly reports to minimize ticket breach counts.

Senior Engineer

Aristocrat Technologies
Gurgaon
07.2017 - 09.2019
  • Provide Level-2 IT support to company employees.
  • Act as an active team lead, ensuring knowledge dissemination through daily huddles, meetings, and technical training.
  • Create technical documents and Knowledge Base articles for the team.
  • Handle escalation calls and prioritize timely issue resolution.
  • Collaborate with Incident Manager on priority incidents following ITIL protocols.
  • Develop and manage problem resolution procedures and processes.
  • Manage shift rosters for team members.
  • Working on End Users Feedback mailbox to ensure CSAT’s and DSAT’s are addressed immediately.
  • Manage ticketing queues, escalating issues as needed.
  • Generate daily reports from ticketing tools to minimize backlogs.
  • Address service failures promptly to maintain operational continuity.
  • Monitor and respond to alerts from monitoring tools like Whatsup Gold, PRTG, and SolarWinds.
  • Administer Microsoft Exchange 2010 server and create new virtual machines in VMware.
  • Provide remote desktop support and assist walk-up users.
  • Handle access control requests, account management, and troubleshooting.
  • Create and manage mailboxes, distribution lists, and organizational units.
  • Troubleshoot account lockout and VPN issues.
  • Prioritize support for VIP users.
  • Set up Skype accounts and manage Office 365 portal users.
  • Handle licensing, access, and installations for software products.
  • Coordinate with vendors for hardware and software procurement.
  • Procure licenses for new software.
  • Manage new project implementations and transitions to production.
  • Coordinate procurement of new assets and machines.
  • Maintain user asset profiles and keep asset repository up to date.

Specialist L2

HCL Technologies
Noida
Oct2015 - Jun2017
  • Troubleshooting & resolving IT related issues for our client(Trafigura).
  • Handling issues related to printers and scanners.
  • Creation of new accounts and controlling user access in Active Directory.
  • Handling the ticketing queue for the project which includes sorting & assignation of the tickets. Escalating tickets to the designated IT tracks.
  • Good knowledge of LANDesk ticketing tool.
  • Troubleshooting RSA tokens.
  • Working as a team lead whenever required.
  • Attending meetings with client on behalf of service desk.
  • Working closely with the Incident management team and keep a track of major incidents and also help them analyze problem tickets.
  • Work with vendor and application team for the product improvement.

Tech Support Associate

Convergys
Gurgaon
Jan2015 - Aug2015
  • Working as a Tech Support Associate for AT&T U-verse.
  • It is a voice-based support for US customers which includes products like IPTV, VOIP & Internet service.

Sr. Tech Support

Wipro Ltd
Delhi
Dec2013 - Jan2015
  • Working as a Sr. Support Associate for Hewlett Packard process (Voice based support for US & Canadian customers).
  • Taking care of the hardware and software issues related to HP printers, scanners and fax machines.
  • Training new hires on the process and technical skills.
  • Work as an active lead and resolve any escalation in time so as to increase customer satisfaction.

Sales Executive

Maruti Suzuki India Ltd
Delhi
Mar2013 - Oct2013
  • Sales Executive at Competent Automobiles Co. Ltd (An authorized dealer for Maruti Suzuki).
  • Promoting and selling MSIL products in Delhi region. The job profile was majorly based on sales and meeting MoM targets.
  • Campaigning and Events for new product launches, looking into after sales customer support and services.

Education

Bachelor of Technology - Electrical, Electronics Engineering Technologies

Uttar Pradesh Technical University
01-2011

12th (Senior School) -

Guru Nanak Public School
01-2005

10th (Secondary School) -

Cambridge Foundation Sr. Sec. School
01-2003

Skills

  • Systems: Windows 7, windows 10, Apple MAC and IOS devices
  • Cloud Services: MS Office 365, Google workspace
  • Applications: MS Office, LANDesk, Service Now
  • MDM Tools: VM Ware Airwatch , MS Intune
  • Technology: MCSE in Server Infrastructure & Management on Microsoft server 2012
  • Service Management: ITIL V3 Foundation

Accomplishments

  • Awarded as the best employee based on the customer experience-Wipro, Delhi and Convergys , Gurgaon
  • Awarded as Star of the Month" and "Quality star" for quality performance, Aristocrat Technologies, Gurgaon

Certification

  • Certification in Robotics from IIT Bombay
  • ITIL V3 FOUNDATION CERTIFIED

Timeline

Team Lead

Dyninno
02.2023 - 06.2024

Team Lead

Birdeye Softwares
10.2020 - 01.2023

Senior Associate

Coforge
09.2019 - 05.2020

Senior Engineer

Aristocrat Technologies
07.2017 - 09.2019

Specialist L2

HCL Technologies
Oct2015 - Jun2017

Tech Support Associate

Convergys
Jan2015 - Aug2015

Sr. Tech Support

Wipro Ltd
Dec2013 - Jan2015

Sales Executive

Maruti Suzuki India Ltd
Mar2013 - Oct2013

Bachelor of Technology - Electrical, Electronics Engineering Technologies

Uttar Pradesh Technical University

12th (Senior School) -

Guru Nanak Public School

10th (Secondary School) -

Cambridge Foundation Sr. Sec. School

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Vineet Sehgal