Customer relations management
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Providing customer support services along with smooth operation. Have 10 years of experience in IT field
Team Leader — Co-operative Group Ltd | Jan 2024 to Present | UK
Led store team operations, staff performance, audits, and stock control.
Managed customer service escalations and till operations.
Oversaw IT & printer assets within the store environment.2. Team Leader / Senior Technical Support Engineer — Reliance Industries Ltd (via Microlink Solutions
& Dixit Infotech) | 2014 – 2023 | Vadodara, India
Roles progressed from Technical Support Engineer → Sr. Support Engineer → Team Leader.
Achieved SLA performance of 99.54% through process improvement and proactive monitoring.
Consistently delivered 100% customer satisfaction survey ratings.
Led a team of 11 engineers across DCMS & NMS functions.
Reduced downtime by improving incident handling & escalation workflows.
Managed server health monitoring, network operations, and scheduled data backups.
Administered Active Directory, end-user operations, SAP basic support & helpdesk activities.
Prepared daily/weekly/monthly operations & compliance reports for stakeholders.
Managed IT asset tracking via MITS tool and ensured 98–100% compliance.
Supported site webcast & leadership communications via MS Teams / Jio Meet.
Earlier responsibilities also included: desktop & laptop support, OS & application installs, endpoint protection,
backup recovery, network connectivity troubleshooting, and remote user support.
3. Associate – Network Management — Wipro Infotech | Nov 2013 – Dec 2014
Provided desktop & network support at National Informatics Centre (Daman).
Installed & configured Windows systems and network devices.
Supported video conferencing and Cisco wireless access points.
Configured 100+ digital signature dongles for government officers.
