Saket . Email & Phone Number

Delhi, Dl, In

Delhi, India

Gurugram, Haryana, India

Directed day-to-day operations of the local GTCS team, ensuring compliance with SLAs and quality standards.Managed internal MIS support, schedule adherence, and team rosters while optimizing resource allocation.Compiled and submitted performance and KPI reports to aid management in strategic decision-making.Oversaw critical incident management, escalations, and communication with stakeholders.Developed and standardized operational processes, driving continuous improvement initiatives.Collaborated with cross-functional teams to streamline workflows and enhance service quality.

Gurugram, Haryana, India

Assumed ownership of escalated issues, conducted root-cause analysis, and ensured timely resolution to meet administrator satisfaction.Created and updated technical documentation and knowledge base for Level 1 support.Managed special projects to enhance help desk efficiencies and reduce inbound calls.Successfully met SLAs for software distribution, exam results, and statuses.Identified training needs, developed, and delivered technical training for Level 1 staff.Conducted beta testing for new software and hardware releases, ensuring defect identification and functionality validation.Collaborated with global teams and provided technical assistance to maintain service standards.

Gurgaon, India

Respond to support requests and inquiries received via telephone, email, Salesforce, and Teams, analyzing whether issues are related to user behavior, software, or hardware.Maintain a comprehensive record of all incidents, including problem descriptions, troubleshooting steps, and resolutions, using Salesforce for documentation.Take ownership of reported issues and utilize appropriate escalation channels to ensure timely and effective resolution, aligning with customer service standards and Global Help Desk performance metrics.Identify recurring issues or inefficiencies in the testing center network and propose solutions to mitigate or resolve them proactively.Adhere to established protocols for call and chat referrals, escalation, and collaboration with Level 2 Engineers across global teams to ensure seamless problem resolution.

New Delhi Area, India

Ensured smooth operation of PMS software (IDS) and CCTV systems.Maintained and troubleshot servers, Wi-Fi networks, and desktops.Managed website updates and maintenance for the organization.Provided remote and on-site technical support for various client sites.Installed and configured new desktop, server, and network systems per client requirements.Collaborated with vendors to ensure timely support and customer satisfaction.

Master Of Business Administration - Mba, Information Technology

Bsc, It

Jetking Certified Hardware & Networking Proffesional (Jchnp), Hardware, Networking, Server

10+2, Bio/Math

Iti, Electrical

10

Hdca, Computer Application

Mcp, "Managing And Maintaining A Microsoft Windows Server 2003

Mcp, Installing, Configuring, And Administering Microsoft Windows® Xp Professional