Dedicated IT professional with over 7 years of experience in the industry, specializing in team leadership, IT infrastructure management, and customer relationship management. Skilled in delivering high-quality solutions and services while ensuring client satisfaction and adherence to quality standards. Proven ability to lead diverse teams towards achieving shared goals and objectives.Led the IDMS (Integrated Dealer Management System) technical support team, overseeing monitoring, management, and guidance to ensure customer satisfaction and adherence to quality standards. Provided training to new team members and internal teams globally, fostering knowledge sharing and skill development. Identified key areas of improvement through QA analysis and implemented necessary measures to enhance performance and efficiency. Prepared and presented weekly reports to management, highlighting team performance metrics and key achievements. Created and managed individual agent metrics, shift roster, leave approvals, and shift allowance data.Scheduled and conducted weekly team meetings and individual performance reviews to discuss goals, performance, and areas for improvement. Developed KPIs for the team to meet expected metrics, ensuring alignment with organizational objectives. Utilized Salesforce to create reports and maintain the team's backlog cases, reviewing backlog cases individually during team meetings. Nominated agents for 'Star of the Month' awards based on outstanding performance and contributions. Ensured team compliance with organizational processes and minimized escalations by monitoring queue and SLAs.Skills:• Proficient in Troubleshooting Complex Technical Issues.• Advanced Competence in Managing Remote Desktop Solutions.• Strong Ability to Deliver Exceptional Customer Support.• Skilled in Administration and Management of Active Directory.• Expertise in Navigating and Optimizing the Citrix Environment.• Demonstrated Capability in Effective Team Leadership.• Proven Track Record in Efficiently Managing SLAs and Compliance.• Excellent Verbal and Written Communication Skills.
