Vipul Anand
Lucknow
Summary
IT Service Desk Lead with 7+ years of experience looking to pursue a career in an industry as an efficient and dependable employee being resourceful to the organization and affable towards my colleagues.
Overview
8
8
years of professional experience
Work History
Service Desk Team Lead
HCL Technologies Pvt Ltd
Lucknow
06.2022 - Current
- Manage the Tech Service Desk team of 25 members and evaluate performance.
- Manage all escalations related to Service Desk with site SDM's and manage all vendors related to Service Desk.
- Monitored and reported on SLA performance and KPIs, ensuring that customer expectations were met.
- Developed and maintained team policies and procedures to ensure consistent service delivery.
- Incident Management- Managing incidents including business expectations and communication
- Managed day-to-day operations of the Service Desk team, including scheduling shifts and assigning tasks.
- Run daily, weekly, and monthly meetings related to Service Desk.
- Reviewed open incidents to assess accuracy of information provided by customers.
- Performed regular quality assurance checks on Service Desk tickets to ensure customer satisfaction.
- Reporting and data analysis skills in ServiceNow.
- Responsible for knowledge management related to Service Desk and ensure all updates are shared with all Service Desk teams.
- Work on smooth transition of new tools or processes affecting Service Desk.
- Trained new staff members in service desk functions and processes.
Senior Associate-Technical Support
Tech Mahindra Pvt. Ltd
Noida
03.2020 - 06.2022
- Working on multiple escalation cases as a service manager for ATT( Internet Service Provider) business customers
- Empathizing customers over the initial call and quickly getting to the root of their problem to take it further with the correct department or teams
- Advising customers to perform basic troubleshooting and local checks with router, switch, LAN cables
- Keeping a track of progress made on the ticket and updating customers via call and email within the SLA
- Following standard procedures for proper escalation of unresolved issues with the upper management if the customer is red or resolution process is higher than expected
- Taking customers through a series of actions to resolve a problem and handing it to the next shift if the issue is not resolved with a warm handoff of the case
- Following up with customers to ensure the problem is resolved and taking feedback
- If a customer provides a Detractor or low rating, then sharing a summary with the management to avoid further similar situations
- Sharing daily reports with the leadership for the types of cases handled, issue, reason for outage, action taken, MTTR(Mean time to resolve) and MTTC(Mean time to close).
Subject Matter Expert-Operations
Great Champ Technology(Former Absas Solutions Pvt. Ltd.)
Noida
08.2016 - 03.2020
- Handling the complaints of clients and responding to them with appropriate solutions
- Checking and analyzing the revised solutions provided by the tutors
- Once the issues have been resolved, delivering the corrected solution to the student
- Checking the feedback of the student and providing the solutions to them
- Along with handling poor feedback, up-selling new orders on excellent feedback
- Following up the tutors for a corrected version of the work
- Resolving the queries of the tutors in understanding the exact requirements of the students
- Proofreading fresh tasks and providing feedback to the tutors for improvements.
Education
B. Tech – Information Technology -
Microsoft VGI
01.2016
12th ISC Board -
Lucknow Public School
01.2012
10th ICSE Board -
Lucknow Public School
01.2010
Skills
- Reporting and analysis
- Knowledge of ITIL V4-Incident, Problem, and Change Management
- Escalation management and Problem Solving
- Technical Remote Support
- Team Management, Mentoring and Coaching
- Delivery Management and customer service
- Effective Communication: Strong written and verbal communication skills
- Windows Operating systems,Clients: Windows7, Windows Vista, Windows XP, Windows 2000
- Servers: Windows 2000, Windows 2003, Windows 2008,
- Knowledge of Active Directory, Exchange 2003/2007
- ITSM ticketing tools such as Service Now and Remedy
- Remote desktop connectivity applications like Bomgar, WebEx
- MS Office or O365 Applications and Internet browsers (eg Explorer, Chrome, Firefox)
- VPN and remote dial-in users and VDI knowledge(Citrix and VMware)
Personal Information
- Father's Name: Mr. Ganesh Prasad
- Mother's Name: Mrs. Suman Anand
- Date of Birth: 01/11/96
- Nationality: Indian
Languages
- English
- Hindi
Timeline
Service Desk Team Lead
HCL Technologies Pvt Ltd
06.2022 - Current
Senior Associate-Technical Support
Tech Mahindra Pvt. Ltd
03.2020 - 06.2022
Subject Matter Expert-Operations
Great Champ Technology(Former Absas Solutions Pvt. Ltd.)
08.2016 - 03.2020
B. Tech – Information Technology -
Microsoft VGI
12th ISC Board -
Lucknow Public School
10th ICSE Board -
Lucknow Public School
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