Puneet Badam Email & Phone Number

Pune, Maharashtra, India

• Seasoned IT Operations and Service Manager with a proven track record in infrastructure and service management, leveraging ITIL methodologies for service excellence.• Skilled in leading service desk and operations teams to provide timely, customer-centric solutions, resulting in consistently high satisfaction ratings.• Demonstrated success in project management, emphasizing process optimization and the attainment of high service quality standards.• Proficient in delivering robust digital marketing solutions including SEO & SEM

Pune, Maharashtra, India

• Successfully led a team of 30+ in market research survey programming, focusing on IT operations.• Analysing root causes and providing value addition through process improvement.• Active member of a Technical Support Group conducting research and documenting solutions to technical issues.• ISO Compliance - Maintenance of records as per ISO 9001:2008 standards.

Mumbai, Maharashtra, India

• Established the quality management department at Ugam Solutions in Mumbai & Coimbatore.• Significantly enhanced customer satisfaction by streamlining quality processes and implementing custom developed testing tools.• Successfully managed and mentored a dedicated team of 12-18 professionals in the Programming & Quality Assurance departments.• Programmed online research surveys, ensuring delivery as per defined SLAs.• Demonstrated professional growth, starting as Senior Executive in Survey Programming and earning promotions to Team Leader and further to Assistant Manager in Quality Assurance.• Served as the focal point for Information Security Management Systems (ISMS), championing data security and compliance initiatives.• Garnered accolades for outstanding client service - Excellence Award at the Market Research Boot Camp conducted by MICA, Ahmedabad.

Mumbai, Maharashtra, India

• Supervised a dynamic team of 12-18 Helpdesk Engineers, providing Level 2 technical support for Dell Computers.• Orchestrated coordination with onshore technical experts to proactively identify and address emerging support challenges, product updates, and compatibility issues.• Successfully designed and executed training programs for 50 new hires, ensuring comprehensive knowledge transfer and a seamless onboarding process to operational roles.

Mumbai, Maharashtra, India

• Delivered voice-based technical support for Dell Computers, a leading US-based computer technology company.• Provided comprehensive hardware and software helpdesk troubleshooting solutions.• Achieved 95% customer satisfaction targets through the timely resolution of issues.