Gurvinder Singh Saini

To constantly seek, learn and improve selflessly in a challenging environment while at the same time being dynamic enough to work pro – actively.

Looking forward to working in New Technology like Cyber Security Tools, MS Office 365, Virtualization, and Azure Cloud Services.

Shivalik Hydro Pvt. Ltd. as Office Admintor Rupnagar June 2019 - Jan 2022 (ISO 9001:2000 Certified Firm based in Rupnagar, Punjab, India)

Reistrasponsibilities Handled

 Adeptly handle administrative matters including screening calls, managing calendars, and planning meetings, making travel arrangements, composing documents and organizing offices for efficiency.

 Supervise members of the administrative staff, equality dividing responsibilities to improve performance.  Prepare regular reports for management officials; attends meetings to present these findings.  Manage emails, letters, packages, phone calls and other forms of Correspondence.

 Support bookkeeping and budgeting, procedures for the company

 Carry out administrative duties like Calendar Management, Scheduling, typing, scanning, etc.  Accurately prepare company letters and certificates and ensure these are distributed to colleagues.  Manage Data Entry in different platforms.

 Managing calendars, strategically coordinating meetings, appointments, events and travel arrangements. Manage agenda as/travel arrangements/appointments etc. for the upper management

 Organizing induction ceremonies, events, conferences and training for staffs and providing best Customer Service to clients.

 Excellent use of MS Excel, Word, Power Point, MS Access & Google Docs to manage documents and cost sheets, maintenance schedules.

 Liaise between departments to ensure effective running of the office, and smooth execution of the projects

 Responsible for inspection, requisition, complaint handling for the smooth operation of colleagues’ cafeteria.

 Perform capacity management by correctly assessing and forecasting the upcoming requirements and communicate them to the appropriate management team when needed.

 Coordinate activities throughout the company to ensure efficiency and maintain compliance with company.

Team Leader

Mark Software Systems Pvt Ltd - Chandigarh, Chandigarh

November 2014 to May 2019

Accountabilities

Spearheading the routine operations of a Premium Technical support team for US Technical Support to deliver on customer experience goals, productivity metrics

Extending Level 2 Support to a Team of Technicians diagnosing, troubleshooting, and repairing computer systems, Software systems and Applications

Acting as a point of escalation for customer issues and achieving resolution by engaging all available resources to accomplish exceptional customer experience. Additionally conducting root cause analysis of escalated cases

Identifying the training needs of team members and providing required training inputs

SR. Technical Support Engineer

Dell International Services - Mohali Sas Nagar, Chandigarh

March 2011 to October 2014

Accountabilities

Provided troubleshooting services for Dell Computers and Laptops and ensure that the service is executed within the standard timeframe

Analyzed and resolved technical problems by investigating potential solutions using troubleshooting skills

Installed and configured desktop PC's, determined Hardware/ Software problems, troubleshoot connectivity problems and make sure user fulfillment

Maintained logs and tracks details of solutions provided to resolve customer issues (logs all ACD calls, emails, and call-backs) for maintaining and updating customer database

Pulled the RR/ KCS/ APS usages data for the team and performed day to day hurdle on these matrices

Performed NPS Scrubs for the team and provided CE feedback to team members on a weekly basis

Project Undertaken: Member of Incident Management System (Working as per ITIL Guidelines)

Managed and coordinated Service Request during the overall ticket life cycle and assigned them to the right queue, if required

Followed up on the resolution and closure of the Tickets as per the defined SLA

Performed time bound functional & hierarchical escalations

Sent all Incident notifications as per the agreed process

Made the Real-Time and continuous follow-up with other support teams for High/ Critical incident resolution

Performed Prompt Outage communication to Business Leadership/ Service Users to keep them updated about the Status

Lead the vendor management (External Dispatch Team) while a vendor is engaged for technical support/ hardware replacement scenarios/ Field Outage scenarios

SR. TECHNICAL SUPPORT ASSOCIATE

Wipro Limited - New Delhi, Delhi

October 2006 to March 2011

Accountabilities

Aligned with DELC Center Technical Process VERIZON" ISP Broad Band

Provided phone-based Technical support for VERIZON Internet Subscribers

Provided end-to-end management of all reported problems.

Assisted the Floor with troubleshooting via chat and Live Support (Solving/ Installing DSL Connections, Internet and Consumer DSL Network issues for Verizon)

Oversaw Solutions/ Knowledgebase repository and ensured top quality solutions are available to the TIER 1 (Front Line Agents)

Performed Live Implementation of OJT Training Calendar for better Training and Product Enhancement

Scrubbed Raw Data and identified the areas of opportunity for improvement of OJT/ Training Score

 ITIL@v3 Foundation Certificate in IT Service Management 2014 - People Cert, License GR750091903GS

 Wipro Seed - Corporate MBA in Business Administration (Human Resources) from Symbiosis Pune – Year 2009 (PGDBA) from Symbiosis Institute of Distance Learning.

 Bachelor of Commerce (Hons) Graduation - (University of Calcutta), West Bengal. 1995