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<pre>Array ( [var] => cut_url ) </pre> Resume for Gaurav M. for Manager / Supervisor / Team Leader / Computer & IT Services in Milwaukee, Wisconsin. Search More Resumes for Manager / Supervisor / Team Leader on Resumark.com #IAQKIPWSO
 

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Resume for Gaurav M. for Manager / Supervisor / Team Leader / Computer & IT Services in Milwaukee, Wisconsin




Occupation: Manager / Supervisor / Team Leader Industry: Computer & IT Services
Country: United States City: Milwaukee
State: Wisconsin ZIP: 53202



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Gaurav M. Email:
Phone:
Career Summary
With an overall experience of almost years, my last stint was with CSC where I worked for over .
years. In CSC, I joined as an Associate Engineer and was promoted as a Team Leader . years ago. In
my domain, Infrastructure Management, I have successfully led and managed accounts like NISSAN,
Estee Lauder, DuPont, Freescale, AVAYA and ETS. Being involved in business transitions, working on off
shore model, and people management, I have been instrumental in the team’s growth by having a clear
understanding about the FTE model and effective team management.
|Organization|Computer Sciences Corporation|SBU |Global Infrastructure Services |
| |India Pvt. Ltd. | | |
|Practice |Infrastructure Management |Designation |Team Leader Senior EngineerSystem |
| | | |Support |
|Duration |th February – th August |
Designation: Team Leader Senior EngineerSystem Support Jul to th Aug
Key Responsibilities
. Managed a team of members, spanning accounts, delivering multiple support functions.
. Involved in offshoring and transitioning the infrastructure management of new accounts like NISSAN,
Estee Lauder and AVAYA to India and coordinating onsite Knowledge Transfer for the identified team
members.
. Conceptualizing and contributing to the creation of accountspecific central repository, which
includes process, procedural, and inscope documents for identified business areas.
. Developing and maintaining SOWs of accounts at service desk level, escalation & notification
matrix, skill set matrix, competency dictionary, operations pack, and account reference
manuals that encapsulate best practices followed and implemented.
. Attending weekly call with the LOS Manager to explore the opportunity areas, analyze performance,
and formulate and implement a strategy to achieve better service delivery and client satisfaction.
. Chair weekly team meetings to download the LOS views and project milestones for the week for
Level support. Sharing latest updates and best practices for better coordination.
. Single Point of Contact for the Level Service Desk Service Issues and Escalations for the accounts.
. Dedicated Quality Management Reviewer QMR for the accounts.
. Reviewing quarterly average ticket volume to revise staffing and management overhead.
. Identifying new business opportunities in existing accounts.
. Updating and revising documentation standards in accordance with the version control.
. Responsible for the team’s annual performance appraisal review and sharing individual feedbacks.
. Identifying training needs for the team members and organizing trainings.
. Part of the interview panel. Involved in conducting technical interviews and hiring.
Achievements & Other Initiatives
. Appreciated by CSC senior leadership during critical transitions and business expansion. Credited for
saving hefty SLA breach penalties during transition.
. Achieved % compliance in the Internal Quality Audit conducted by the Business Excellence
Team of CSC.
. Attended the following trainings:
o ITIL V
o Green Belt Awareness
o Six Sigma awareness
o Team for a change MBTI
o Interviewing skills
Designation: Associate EngineerSystem Support Feb to Jan
Key Responsibilities
. Providing remote resolution support for domaindesktop, laptop, network Printer, and blackberry
technologies.
. Managing infrastructure for Educational Testing Service, one of the oldest educational consulting
services which caters to school districts, institutions, businesses, and government agencies in the US.
. Troubleshooting and coordinating with higher levels to resolve issues which include VPN, wireless,
Microsoft exchange, active directory and ETS account specific applications.
. Administrating connected backup software which includes client data backup and restoration,
user account administration and troubleshooting backup failures on client and server side.
. Creating and analyzing bimonthly bypass reports in accordance with the standards
targeted towards getting the level of complexity simplified at each level of support.
. Focusing towards filtering down the work at Level, which in turn lowers the cost of ticket resolution
for the organization.
. Maintaining account standards across the resources with respect to service delivery for quarterly
Quality Audits done by business excellence.
. Representing Level in the daily workflow meetings to discuss process specific technical issues,
and reviewing SLA compliance for each day.
. Spearheading technical and communication dissatisfaction analysis and participating in
discussions pertaining to training opportunities amongst Level.
. Preparing weekly documentation for the Level and maintaining the productivity, SLA, metric, and
weekly reports according to the quality standards.
. In depth working knowledge of CRM tools like Remedy and Unicenter Service Desk USD
Achievements & Other Initiatives
. Filtered down more work at Level and added a new resource to the account, thus contributing
towards the efficiency of the organization
. Suggested, trained, and mentored a new resource at Level and contributed to the organizational
growth.
. Received Client recommendations and appreciations for accurate and timely resolution of technical
issue at hand.
|Organization|Dell International Services |SBU |USConsumer Tech Support |
| |Pvt. Ltd. | | |
|Practice |Technical Helpdesk |Designation |Technical Support Expert |
|Duration |th April – th February |
Key Responsibilities
. Provide software and hardware online technical support to Dell’s US customers.
. Cross trained to resolve complex queries involving all line of businesses: Desktop, Laptop,
Wireless, Printer and customer care.
. Troubleshoot, well equipped with assembling and disassembling Desktops and Laptops.
. Analyze problems and resolve customer queries over phone by taking a remote access of computers
by a web based tool named Dell Connect.
. Mentoring new employees, handling escalations and complex call situations.
. Auditing calls within the team to identify training needs.
. Leading team huddles and working together with the team to come up with ideas to increase
productivity.
. Contributing and maintaining a database for frequently occurring technical and customer service
related issues.
. Achieved high standards in customer satisfaction surveys conducted by the organization.
. Excelled in achieving team productivity target on quarter to quarter basis.
|Organization|EXL Service.com |SBU |USConsumer Tech Support |
|Practice |Technical Helpdesk/ |Designation |Technical Support Executive/ |
| |Customer Service | |Customer Sales Executive |
|Duration |th September rd April |
Designation: Customer Sales ExecutiveVoice May to Apr
Key Responsibilities
. Provide motor insurance to Norwich Union Direct customers in Great Britain.
. Convince the customers about the product and achieve sales targets for the organization.
. Provide customer support for policy related queries and renew the policies.
. Awarded for call handling efficiency and high standards in Quality.
Designation: Technical Support ExecutiveVoice Sep to Apr
Key Responsibilities
. Provide online technical support to the US customers for Dell Computers.
. Troubleshoot, well equipped with assembling and disassembling computers.

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