Indy Dhindsa Email & Phone Number

Toronto, Ontario, Canada

• Responsible for the development, implementation, and management of IT Service Management processes and best practices to support the delivery of IT services.• Oversee the overall workflow and integration around ServiceNow CMDB. • Manage the Change management practice, leading weekly CAB and Technical Review Board meetings • Manages end-user communications to various business stakeholder groups, providing clear executive communications and service recovery progress as needed

Mississauga, Ontario, Canada

Attained high productivity while working within tight timelines whilst being highly flexible, organized and prioritizing workload effectively and efficiently in a timely mannerRoutinely visited client sites to evaluate requirements, demonstrate offerings and propose strategic solutions for client’s unique requirementSuccessfully exceeded sales targets by 20%, utilizing networking opportunities to create successful, ongoing business relationshipsPerformed duties as Project Manager for larger complex deploymentsCoordinated and managed multiple projects that support Operational ExcellenceImplemented and ensured compliance with all operating procedures, processes and policiesCoordinated routine communications with clients, staff, internal departments, contractors in an empathetic, efficient and timely manner **Achievements Snapshot**Resolved complex issues by determining the needs of the clients and offering favorable solutionsMaintained contact and followed up on problems that required special handling

Toronto, Ontario, Canada

Coordinated and monitored processes, tasks and functional procedures diligently by following organizational protocols as needed Routinely managed application support functions on location at a client site, Ernst & YoungTeam at EY was transferred and retained by TCS to perform the same roles for EYMaintained quality service by following company policy and procedures Created strong relationships and viable connections with vendors and dealers Contributed to team effort by accomplishing productivity goals, targets and team objectives Assisted in effective development of policies and operating procedures to facilitate functional elements and ascertained goals **Achievements Snapshot**Attended regular operational meetings to address any operating problems that arise, whilst formulating strategies and tasks to ensure effective resolution Utilized critical thinking and expert communication to solve problems during irregular situations

Toronto, Canada Area

Attained the organizational goals and expectations by continual learning, application of procedures and tasks, as well as meeting or exceeding company needs with genuine passionEffectively managed a team of IT professionals supporting applications for internal clientsSupervised Incident, Problem, Change and Knowledge management processes via ServiceNowEstablished a strong premise for maintaining satisfactory throughput whilst ensuring that the unique needs of the department are met in a timely, diligent and empathetic fashion Routinely performed software troubleshooting, developed action plans to resolve issues and documented cases in CRM, while building long-term relationships with clients grounded in trust Evaluated and analyzed relevant work functions for various situations in a proactive manner, whilst ensuring adherence to compliance per company guidelinesSuccessfully ensured customer service requests were handled in a timely manner as per SLAEffectively recruited, guided, and mentored IT staff ensuring effective teamwork, high standards of work quality and performanceIncreased quality and efficiency through the continual application of robust and strong work ethicExceeded targets, team goals and overall organizational objectives with strong drive and focusProactively fostered an environment that encouraged innovation and continuous learning, while developing procedures that reduced support requests by 70% by implementing self-service options and training lower-level help desk staffDeveloped strong functional and operational knowledge throughout the process in a professional and conducive manner**Achievements Snapshot**Successfully spearheaded team to achieve a 90% plus compliance rate to SLAs, ensuring security of IT Systems by remediating all vulnerability findingsRoutinely managed general operational functions including staff schedules, work assignments, and call schedules to ensure that service targets were maintained in accordance with SLA

Toronto, Canada Area

• Designed, developed, implemented, and supported many Lotus Notes Domino applications• Participated in the full software development life cycle (SDLC)