[var] => cut_url
<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 #IAQKIPWSO

Search Resumes

Post Jobs

Job Seekers:
Post Your Resume


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

View Complete Resume   Download Resume [
    [name] => cut_url
Share Share

< Back to search results Preview: For the complete resume and contact info please download it.

    [var] => content
    [type] => preview
    [var] => cut_url
Gaurav M. Email:
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
. 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 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
. 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
. 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
. 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 |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.

Not Enough Credits
Sorry, but you don't have enough credits to download this resume.

Purchase more credits
Not Available
Sorry but this resume is not available for download. Please choose another!

Confirm Download

Would you like to download  for 1 credit?

You have  credits left.

Yes No 

Don't ask me again
Confirm View Complete Resume

Would you like to view  for 1 credit?

You have  credits left.

Yes No 

Don't ask me again