Highlights:

Skills:Customer Service Management, Complaint handling and resolution, Team Building and Coaching, Customer Satisfaction Enhancement, Troubleshooting hardware and software problems., Installing software and application, Good organization and coordination capability

Service Desk Lead 12/2022 - 06/2024
Calance Software Pvt. Ltd., Gurgaon, Haryana India
Industry: Information Technology
“CALANCEis a global IT services firm providing Development, DevOps, Infrastructure & operations, Integration, Security, SharePoint and IT Staffing services.
Key Deliverables: • Working as a Sr. Service Desk Lead. • Managed team 20+ employees and monitored projects to ensure progress. • Provided through trainings and guidance on new software, systems and applications to maximize team performance. • Organized and established deadlines for projects such system updates, migrations, upgrades and outage. • Prepare status reports for Queue management and Agent daily performance from AWS console including the defined SLA’s. • Conducted quality reviews of calls and tickets including feedbacks and worked on performance improvement when required. • Reporting on performance metrics of both individual team members and the entire team. • KACE Admin – Installed and set up applications for clients as anti-virus software, DUO setup and Microsoft office including Service Delivery. • Change Control Management – Responsible for overall approval and implementation of change orders within scheduled time being part of Governance, Solution Architect’s, and Verification team. • Held team meetings to manage expectations make team roster changes and request information about challenging situation to diffuse using conflict management techniques. • Implemented Performance, Quality and efficiency measures to achieve aggressive production goals. NOC | Sr. Service Desk Analyst • Handled support desk calls, communicating complex technical information clearly and succinctly for optimal service user understanding. • Autonomously managed workload and provided support for IT colleagues. • Provided first class PC support, using outstanding working knowledge of various Windows and Microsoft Office applications. • Assisted customer with software packages installations, enabling high performance IT system. • Acted as primary support for core applications providing comprehensive desk side support. • Received, assigned, resolved and escalated tech help desk requests and tickets. • Maintained internal software programmes and staff hardware. • Determined issues causing performance and implemented troubleshooting methods to prevent system failure. • Led projects on software migrations, integrations and upgrades. • Used LogMeIn remote access to navigate and link to customer computers for support. • Managed network performance and implemented changes to improve efficiency.--
Sr. Technician 06/2013 - 12/2022
Dell Technologies, Gurgaon, Haryana India
Industry: Information Technology
“DELL TECHNOLOGIES is the support and services division of Dell Inc., the large American computer hardware company, with operations in India. It is a single, centralized entity with a global view of Dell’s business activities spanning Dell’s business units of consumer, Large Enterprise, Public and Small & Medium business. Dell supports all the three geographies: Americas, EMEA (Europe, Middle East, Africa) and APJ (Asia Pacific), supporting over 500 internal customers and has created a quantified impact of over USD 500 million.
Key Deliverables: WORKING AS A RESOLUTION EXPERT FOR PROVIDING SOLUTIONS. • Core profile interaction with EMEA customers (Commercial) to understand their technical issues and helping them overcome those issues by giving them troubleshooting instructions via Phone, Email or Chat. While helping customers on their issues, keeping all the hygiene factors like case logging, creating service calls for the different parts and following the case till resolution to get customer’s faith and trust in Dell. And develop strong relationship with customers to identify customer’s need more effectively by understanding specific customer requirements. Cross-selling of other products by highlighting and suggesting alternatives or enhancements. Enhance customer satisfaction and retention, ensuring that your good reputation in the marketplace continues to grow. • We use to work on Citrix Application based on Oracle Platform. Worked on Payment gateway which is also one of the Citrix applications for searching different spare parts and warranty packages and take payments from the customer. GII is the Citrix based application used to send quote as per customer request about the new purchase of laptops and Desktops, warranty information and features. • Technical troubleshooting of laptops and desktops related to hardware, software and Network issues. • Provided technical support to Dell clients as well as DSP (Dell Service Providers) from HCL, Wipro, TVSE and Regenersis, who visit onsite for system service. • Worked in the team that approves the dispatches created by Agents after troubleshooting the systems. • Created service requests for the relevant issues and also worked with the team to maintain the SLA. • Participated in product development activities with focus on Global Services Support. • Established support tools and calibration procedures. • Identify and document the relevant issues with troubleshooting. • Preparing reports about SLA and productivity, daily cases on dell desktops/laptops, operating systems and providing feedback about errors and areas of improvement in product and services to partners (e.g. Microsoft)--
Sr. Technical Support Associate 07/2012 - 05/2013
IBM GPS, Noida, Uttar Pradesh India
Industry: Information Technology
“IBM GLOBAL SERVICES,a division of IBM, is the world’s largest business and technology services provide. It employs over 190,000 people across more than 160 countries. IBM Global Services started in the spring 1991, with the aim towards helping companies manage their IT operations and resources.
Key Deliverables: • Worked for Capitol LOB State Street Bank- Providing Desktop Tech support on phone, chat and email. We take care of all kinds of installation of the software which was provided by the bank. We resolve technical issue related to all software provided by bank through knowledgebase. We arrange and align technicians for the hardware issues; we arrange collection and replacement of the systems. We follow up with user till the issue resolution. • Apart from technical support maintained daily call records and worked on tickets created other technicians and publish daily work report.--

IASE University 04/2009 - 08/2011
New Delhi, Delhi, India
Degree: Bachelor's Degree
Major:BCA
Degree completed

Atul Bajaj
Atul Bajaj