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Experienced professional with a 25-year track record in successfully leading and collaborating with large, geographically diverse teams. I have a comprehensive background in IT Operations, encompassing IT Service Delivery, Service Desk Management, Data Centre Operations, IT Infrastructure Management, IT financial management, and Partner Management. My career has been marked by a strong commitment to driving global initiatives in Process Excellence, Automations, Transition & Transformation, People & Project Management, all while nurturing Global Virtual Relationships to achieve outstanding results. My primary goals have always been centered on enhancing Customer Satisfaction, optimizing costs, and implementing efficiency programs across all regions.
Aon Consulting Pvt Ltd
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Senior ManagerAon Consulting Pvt Ltd Aug 2017 - PresentGurgaon, India• Heading the IT - Center of Excellence Unit providing L2 Global Infrastructure Support to ~55K colleagues across global. • Manage Global Service Desk Operation deliveries for ~95% of Aon end-users in multi-language through multi-contact channels• Stakeholder, Vendor & Resource Management, Budgeting, Project Coordination (Pre-post Support) are part of responsibility/Delivery.• Oversee end-user operations in India, managing 8,000 end-user devices and IT infrastructure across offices and data centers. • Responsible for IT budget and financial management• Automation and process excellence, leverage analytics for monitoring and efficiency, drive SLAs, and implement process improvements• Consistently focus on customer satisfaction to achieve high NPS • Improved self-service capability creation through chatbot and multi-language self-troubleshooting knowledge articles• Focused on reduced MTTR by increasing Service Desk FCR through various shift-left opportunities
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Manager - Voice And Video CommunicationAon Hewitt (Formerly Hewitt Associates) Jun 2010 - Jul 2017Gurugram, Haryana, India• Managed a team of 45 engineers in the Global IT department.• Oversaw comprehensive support for voice contact centers, office telephony, video operations, and mobility solutions.• Led network implementation, configuration, administration, and troubleshooting for voice and video networks across EMEA, NA, and APAC regions
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Lead - Voice And Video Operations (Delhi Region)Accenture Services Pvt Ltd Dec 2006 - Jun 2010National Capital Region Delhi• Comprehensive support for voice operations encompasses various aspects, including the implementation, configuration, administration, and troubleshooting of contact centre voice network. • Meeting the business OLA• Vendor management – Avaya, Ericson, Cisco and Nice• Training & development of engineers
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Assistant Manager – Network And Voice Management GroupGenpact (Formerly Ge Capital) Dec 2001 - Dec 2006Gurugram, Haryana, IndiaAs part of core voice team, I was responsible for implementation, configuration, administration and trouble shooting of voice network. I was handling level 3 escalations for voice operations across eight sites which includes Gurgaon, Delhi, Jaipur and Kolkata. My responsibilities also included Project planning, implementation, technology resource management and allocation. Also take care of vendor management.As a part of the Avaya products management, I administered and maintained AVAYA S87xx (CM 3.0),G3Si V11, G3R, configured the C-LAN boards( Ethernet), DS1 boards( CAS/ISDN lines), MapD cards ( ASAI links), system features, outgoing/incoming call routing, configured the trunk groups/signaling groups, dial plan, station features, announcements, ACD features, Configured the ACD (Automatic Call Distribution), vectoring, Skill based routing (Expert Agent Selection), administered the BCMS Vu system, generating agent reports, and backed up the system data.BCP SPOC for telecom and taking care of all telecom related BCP requirements of processes and make sure that everything works fine at their BCP site.Major projects handled in GECIS are setup of voice infrastructure at DLFV, DMRC and Kolkata site. All sites are operational with 4000 users working from DLFV and 1200 users working from Kolkata and DMRC.
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Customer Support Engineer – Satellite CommunicationsTelstra Vcomm Apr 2000 - Dec 2001New Delhi Area, IndiaWith Telstra VComm, I worked in customer support taking care of North and East regions.The key responsibilities were installation and maintenance of VSATs and integration of it with customer equipment.Testing of data and voice applications for customer on VSAT.Some of the important projects handled, ONGC, CSIR, Pepsi, Blue Dart, Denso, Sahara, LG.These projects includes installation of 3.8-to 6.5 mtr antenna size.I was also taking care of International Gateways like IBS and ISPs as well as flyaway for live up linking of live events like cricket matches
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Customer Support Engineer – Satellite CommunicationsHcl Comnet Ltd Dec 1998 - Apr 2000Noida Area, India Worked as customer care engineer for HCL Comnet taking care of installation and commissioning of VSAT networks and integrating customers LAN with WAN using modem, multiplexers and trouble shooting Installation, commissioning, and maintenance of Radio Modem links for wireless LAN. Projects handled: Ministry of Defense, National Stock Exchange, Sail & PGCIL -
Junior Engineer – Customer SupportPleasance Technologies Pvt Ltd. Jul 1998 - Dec 1998Delhi Area, IndiaWorked junior engineer taking care of marketing of passive networking products and maintenance of VT100 terminals at customer sites.Key customers handled are Northern Railways, ET&T, and CRIS.
Gurpreet Singh Bajaj Skills
Gurpreet Singh Bajaj Education Details
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Sikkim Manipal University, IndiaA -
Pusa Polytechnic, Board Of Technical Education, DelhiA
Frequently Asked Questions about Gurpreet Singh Bajaj
What company does Gurpreet Singh Bajaj work for?
Gurpreet Singh Bajaj works for Aon Consulting Pvt Ltd
What is Gurpreet Singh Bajaj's role at the current company?
Gurpreet Singh Bajaj's current role is Sr. Manager – Digital Workplace Operations | Global Service Delivery | Process Excellence | Resource Management |Customer Engagement | Transitions| IIM Lucknow Executive Alumni.
What is Gurpreet Singh Bajaj's email address?
Gurpreet Singh Bajaj's email address is gu****@****itt.com
What is Gurpreet Singh Bajaj's direct phone number?
Gurpreet Singh Bajaj's direct phone number is +184777*****
What schools did Gurpreet Singh Bajaj attend?
Gurpreet Singh Bajaj attended Indian Institute Of Management, Lucknow, Sikkim Manipal University, India, Pusa Polytechnic, Board Of Technical Education, Delhi.
What are some of Gurpreet Singh Bajaj's interests?
Gurpreet Singh Bajaj has interest in Gardening And Watching Movies, Camping, Environment, Disaster And Humanitarian Relief.
What skills is Gurpreet Singh Bajaj known for?
Gurpreet Singh Bajaj has skills like Service Delivery, Vendor Management, Telecommunications, Team Management, Itil, It Service Management, Outsourcing, Transition Management, Project Management, Cisco Technologies, Management, Data Center.
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Gurpreet Singh Bajaj
Masters Student Of Visual Art At School Of Culture And Creative Expressions, AudNew Delhi -
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