Amandeep Singh

(91)- 6306251080, 7398188997

adshah694@gmail.com
https://www.linkedin.com/in/amandeepsinghshah/

CAREER OBJECTIVE

To Work with an esteemed organization that provides congenial work environment and where I can contribute
towards growth of the organization using my skills and expertise.

PROFESSIONAL SYNOPSIS
IT Service Desk Lead with 10+ years of experience in efficiently managing IT support services and leading
technical support teams. Adept at implementing service desk best practices, improving response times, and
enhancing overall customer satisfaction. Proficient in incident management, problem resolution, and facilitating
communication between cross-functional teams. Proven track record of optimizing service desk performance,
streamlining processes, and driving continuous improvement initiatives. Experience in ITSM Operations
Management and Delivery management with globally diverse and cross functional teams.

 Currently designated as Lead Specialist (End User/Major Incident Management/ IT Service Desk
Transition Lead/ITSD/ITIL-USA/EU Region) at HCL Technologies, Lucknow.
 Managing Global Service Desk Operations with a team of 38 (L1/L2) service desk agents and 3 shift
leads that
provides 24x7 support (voice, email & chat) to onsite employees, VIPs and offshore vendors located
in Asia-
Pacific, India, Europe and US America regions with driven focus on end user satisfaction.
 Expertise in IT Service Desk Management, IT Operations Management, IT NOC Management, IT Service
Management.

PROFESSIONAL EXPERIENCE

HCL Technologies Ltd. May 2021 – Till

Date
Lucknow, India
Lead Specialist (End User/Major Incident Management/ IT Service Desk Transition Lead/ITSD/ITIL-USA/EU
Region)

Project: Cadent (UK &US Support)/Nestle ( EUR/AOA/AMS Support)

 Led 30+ Associates, day to day operations focused on the attainment of key business metrics,
continuous improvement initiative ensuring proper identification resolution of team issues to meet
production goal
 Tracked metrics involving critical incidents produce reports make effective recommendations for
improvements.
 People, team, escalation management Monitored team performance, Maintained SLA target on a
monthly basis to achieve desired KPI including absenteeism attrition shrinkage within the team,
Implementing performance reporting.
 Maintaining publishing operations reports to stakeholders Handling managing project responsible for
meeting overall KRAs for the desk. High severity Incidents co-ordinate to ensure faster resolution.
 Ensure adherence to extant SLA where other groups are needed to resolve a single Service Desk incident.
Managing the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure
 courteous, timely effective resolution of end user issues.
 Designed enforce request handling escalation policies and procedures, through regular review of the
various reports conducting meetings
 Monitoring, creating, reviewing of all the SD process, procedures are in sync with different business
support unit requirement.
 Responsible for handling service level, answer level, customer satisfaction scores FCR for the team on
monthly basis, Coordinates CSAT Knowledge Manager, Escalation/Incident Manager
 Supporting Delivery Manager with resource demand, capacity for a delivery center, activities to meet the
demand, deliver the required capacity
 Reviews follow up on ticket based Customer Satisfaction CSAT review within the delivery center
Performing reviews on tickets conducts pending ticket analysis with the Shift Leads Initiating/managing
against the Service Improvement Plan SIP Continuous Improvement Plan CIP

Responsibilities:

 To ensure delivery within Primary area of Request Fulfilment/Incident resolution within contractual
SLAs.
 Coordinate the activities of the assigned resources, ensuring the availability of resources and
capability (Performance management /training &coaching to meet KPIs and adherence to SLAs.
 Managing the floor to assist new and old resources with their inquiries.
 Daliy huddle to discuss the challenges and SLA with team.
 Received "EP-Exceptional performance" rating in the last appraisal.

Operational Activities:

 Act as a point of hierarchical escalation.

 Develop and implement on going Service Improvement measures.
 Identify training requirements and deliver training as required.
 Handling of Major and Ownership Incident to avoid Ageing.
 Providing floor support and managing backlogs effectively.
 Attending global week operational review meeting to provide statics from service desk perspective
and address client/customer questions.
 Participating in a weekly operational review meeting for the Oceania market.

Reporting and Documentation:

 Creating Aging Reports, along with any other required reports and Standard Operating Procedures
(SOPs).
 Engaging in people management and training new resources for the global process.
 Assisting with SAP Ticket Routing to minimize wrong assignments.
 Contributing to the building of the Knowledge Base (KB), I have generated four KB articles so far
and am still working with the Knowledge management team to update the old Knowledge articles.

Communication and Monitoring:

 Handling Outage/Degradation and P2 communications.

 Daily monitoring of WEX/ITSM Dashboard, E2E,SLAs, and KPIs, with proactive corrective actions.
 Consistent monitoring of CSAT/DSATs, generating reports, and providing feedback.
 Consistent monitoring of the CCP Triage template to avoid customer escalation. I received an
email of thanks from the customer for this.
 Consistent service desk monitoring of correct business service usage.
 Consistent monitoring of password reset cases to ensure that they are resolved within 24 hours.
Team Collaboration:

 Solving conflicts and clashes among team members.

 Delegating the tasks to team members and ensuring they complete them on time.
 Clearly communicate organizational goals to the team.
 Weekly productivity/Performance has been discussing with entire team

Teleperformance India,
Indore, India Dec 2018 – April
2021
Assistant Manager- Operation (Leading around 50+ Associates)
Responsibilities:
 Leading enterprise for multiple international clients (L1 and L2) in different geo.
 Knowledge on Service Now and other CRM tools to enhance customer experience.
 Identify, notify, and address operational deficiencies with Program Manager and Engineering Lead.
 Handling 6 accounts with a total strength of 94 team members.
 The role involves customer support, resource management, relationship building, and RFP discussions.
Managers 50+ Executives spanning for separate lines of business
 Produces daily reports detailing schedule adherence and performance results (discussed during
variousconference calls throughout the day).
 Implement performance reporting for all the SLAs and KPls and ensure adherence to the SLAs.
 Review and follows-up on ticket-based Customer Satisfaction (CSAT) for improvement.
 Perform review on ageing of tickets and conduct pending ticket analysis with the Team members.
 Review escalations and implement corrective and preventive action.
 Attend the weekly quality meeting, Knowledge management and Other Operational team meetings.
 Maintains positive rapport with the client, ensuring their needs are met to deliver a superior client
experience.
 Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and
regularly improved.
 Ensures standardized company practices (Operations, Security, etc.) are being followed.
 Ensures standardized company practices (Operations, Security, etc.) are being followed.
 Managed a team of 50+ customer service representatives for a major Client- PhonePe- FlipKart (Online
paymentsystem based on Unified Payments Interface.
 Monitored and coached reps to maximize their effectiveness in dealing with consumers.
 Met and exceeded client goals / KPI requirements (sales, quality, AHT, CSAT).
 Delivered client-required training programs at multiple company locations.
 Monitoring of inbound calls, sharing real time feedback with the agents.
 Managing the floor as well as all executive roster and attendance planning.
 Setting targets for Team Leaders as well as motivating them to achieve those targets.
 Conducting daily meetings with the Agent's/Associate's and discussing about their report statistics
and therespective feedback.
 Responsible for Shrinkage Attrition and First Call resolution Target along with ACHT and Login Hours
compliancefor the allotted Pool.
 Reporting to senior management about the periodic updating and exceptional grievances in operations.
 Prepare periodic performance reports and forwarded it to the manager.
 Handling the career development activities for team members including performance management and
informalfeedback
 Conduct weekly / monthly reviews with Agent's, Associates and Quality Analyst Team & to track &
improveperformance.
 Strategize team functions effectively in order to enhance productivity
 Ensure compliance to company’s internal information security standards and client specific requirements.
  Recommendations for product and process development based on customer feedback and analysis of the
same.
 Compiling reports on team’s performance and customer feedback. Communication and being a focal
point ofdissemination of information from management to team and vice- versa.

Certificate of Achievements:
 Jump Certified-: Team handling and coaching in systematic way for resources improvemen

AEGIS LTD, Dec 2017 – Sep 2018

Lucknow, India
Team Leader- Operation - Lead around 23 Advisors
Responsibilities:
• Maintained QA standards for staff, ensured calls were compliant with firm standards, escalated issues as
needed, and maintained communication with customers and management teams.
• Trained staff and monitored progress for the extent of their probationary period while achieving high levels
of productivity, handling 700+ calls weekly during off-season, and averaging 100+ calls daily in peak season.
• Used quality monitoring data management system for compiling and tracking performances at team and
individual levels
• Ensuring tickets are assigned to respective agents, teams and completed in agreed SLA or a given
timeframe.
• Ensure that client and provider issues are dealt with in a timely manner.
• Provided each team member with constructive feedback to ensure they would exceed monthly goals
• Remain up to date on the Process Updates and ensure Quality Maintaining records on excel sheets.
• Preparing and Reporting Weekly Receivables and Outstanding to the Management.
• Attending escalation calls apart from taking normal calls.
• Attaining daily, weekly and monthly targets specified by the process.
• Providing the feedback to the process manager at the end of the day, establishing work plans.
• Managing the team effectively to ensure achievement of target and performance.
• Driving to meet the deliverables within SLA, recognizing the efforts of the team.

Certificate of Achievements:
 PS 1 Certified as a “Process Trainer”

AEGIS LTD Jan 2016 – Nov 2017

Lucknow, India
Agent ( Airtel DTH )
Responsible for full IT SD support Lifecycle:
Responsible for support Lifecycle:
• Responsible to Handle daily calls.
• Coordinate with Team members to follow the Processes.
• Coordinate in High priority Tickets, align the agents and follow up.
• Provide workaround to the users as quickly as possible and find out Root Cause for that to solve
permanently.
• Strong customer service focus; excellent communication skills, including presentations and Score Cards.
• Define & ensure implementation of all key delivery strategies, processes, procedures, guidelines, tools,
methods.
• Managing Escalations and creating action plans for meeting targets such as Customer Satisfaction, FCR,
ASA, Abandoned rate, and adherence to SLA.
TATA MOTORS LIMITED Aug 2014 - March 2015
Lucknow, India
Technical
Trainee
Working Details:
 Installations and Commissioning of designing, testing, building &maintenance of Electrical Machine
& PowerSystem.
 Restore & linking the designing, implementing, maintaining and improving electrical instruments,
equipment,facilities, components, products, and systems.
 Operate the whole database in Masking Department.
 Worked as a Team Leader in R-2 Department Electrical section no.-34.
 Resolved many calibrations in R-1 Dynamo Testing.
 Maintaining the connectivity of ABS connectors in LPK & Engine sensors.
 Managing and leading the project team.
 Manage the data according protection and 5S Improvement/safety act.
 Maintain the testing of power systems.
 Client interaction.

Projects Handle: CTS IN NORTH INDIA

Achievements:
 Token Awarded Certificate for giving valuable suggestions which was implemented in Tata Motors,
Ltd(Suggestion office).

PROFESSIONAL QUALIFICATION

 Bachelor’s Degree in Computer Application from Integral University, Lucknow with a score of 83%.
 N.T.C in Electrical with specialization of Electrician Trade from Swami Vivekananda Industrial
Training College,Lucknow affiliated to National Council for Vocational Training (N.C.V.T) with a score of
81.57%
 Passed HSC Examination from U.P Board with a score of 63.16%
 Passed N.A.C Examination from Board of Apprenticeship Training, Northern Region, Kanpur with a
score of80.86%
 Passed SSC Examination from N.I.O.S Board with a score of 86.16%

TECHNICAL PROFIECIENCY / TRAINING

 Completed One Month Course AutoCad-360 in Electrical & Electronics Engineering (2-D) Dimension
Conducted
by Friend’s & Association, Lucknow.
 Completed Six Month Course Diploma in Computer Application from Institute Of Computer
Application (ICA)Affiliated By U.P Govt. at Lucknow.
 Undergone Training on One Year National Apprenticeship Training at Plant Maintenance Deptt.
(HydraulicAssembly) in Hindustan Aeronautics Limited (H.A.L), Lucknow Division.
 MS Excel Proficiency, Powepoint.

DECLERATION

I hereby declare that all the information given about myself is true to my knowledge and belief. I shall be
solelyresponsible for any discrepancy found in them.

Date:
Place: Lucknow (AMANDEEP SINGH)