Abhay Kumar Email & Phone Number

Delhi, India

-Managing team of 30 associates with Service Desk engineers, L1 technical Support and Field Support Engineers.-Providing Support to End Users with different channels like Email, Chat, Voice and Portal.-Handling escalations mails and guiding team for proper resolution.-MIS Report: Publishing of daily SLA indicators, Performance reports, Preparation of IMS module and SOPs for request & incident handling.-Responsible for decreasing overall pendency and SLA achievement.-Coordinating with several departments to deliver prompt and accurate solutions to end users.-Managing daily performance of associates and increasing their efficiencies, through regular feedbacks and auditing.

Noida, Uttar Pradesh, India

Results-driven IT professional with extensive experience in leading and managing service desk teams to deliver exceptional customer support and technical solutions. Proven ability to drive operational efficiency, improve service delivery, and enhance user satisfaction. Skilled in IT service management, team leadership, and problem-solving. Committed to fostering a collaborative and customer-centric work environment.

Varanasi, Uttar Pradesh, India

-Lead a high-performing service desk team in providing efficient and effective technical support to end-users, ensuring timely incident resolution and meeting service level agreements (SLAs).-Manage and prioritize support requests, assigning tasks and ensuring appropriate resource allocation for timely response and resolution.-Implement and maintain service desk processes and procedures, ensuring adherence to ITIL best practices and continuous improvement.-Coach, mentor, and develop team members, providing guidance on technical issues, professional growth, and performance management.-Collaborate with cross-functional teams to identify and implement process improvements, resulting in enhanced service quality and operational efficiency.-Conduct regular performance reviews, provide constructive feedback, and recognize team achievements to foster a positive and motivated work environment.-Generate reports and analyze data to identify trends, patterns, and areas for improvement, leveraging insights to optimize service desk operations.

Varanasi, Uttar Pradesh, India

-Gathered, organized, and analyzed data to identify trends, patterns, and performance indicators for key business areas.-Developed and maintained reports, dashboards, and data visualizations to facilitate data-driven decision-making.-Conducted ad-hoc data analysis to support business initiatives and strategic planning.-Assisted in system implementation projects, including requirements gathering, testing, and user training.-Collaborated with IT teams and vendors to troubleshoot system issues and ensure data accuracy and system reliability.-Contributed to the development and maintenance of data dictionaries, documentation, and standard operating procedures.-Participated in cross-functional teams to improve data collection methods and enhance reporting capabilities

Varanasi, Uttar Pradesh, India

-Provided frontline technical support to end-users, addressing hardware, software, and network-related issues.-Diagnosed and resolved technical problems, ensuring minimal downtime and optimal user productivity.-Logged and managed support tickets in the help desk system, tracking issues and documenting troubleshooting steps and resolutions.-Collaborated with team members and subject matter experts to escalate and resolve complex technical issues.-Assisted in the installation, configuration, and maintenance of IT equipment and software.-Participated in knowledge sharing initiatives, contributing to the service desk knowledge base and training new team members.

Master Of Commerce, Financial Accounting

Bachelor Of Commerce - Bcom, Business/Commerce, General