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Sukhvinder Singh

Mobile: 078389-07115
Address: A47, Vijay Nagar,N. Delhi

To excel in the field of Information Technology by exploring new challenging tasks and be a part of the most
enhanced technologies of the industry

A competent professional with 4 years of experience in Customer Service Management, CRM/Operations and
Technical Support.

Deft at developing & implementing number of projects from troubleshooting and customer support to increase
production and improve overall customer satisfaction and first time resolution.

Out-of-the box thinker with good communication skills & relationship building skills; strong analytical, problem
solving & organizational abilities.

Service Excellence Management
Managing Operations for rendering & achieving quality services by effective goal setting and strive to achieve and
exceed the same.
Analyzing MIS reports & other statements with a view to upgrade the Shop Floor with latest downloads on the
technical process operations; assist in critical decision-making process.
Client Servicing/ Technical Support
Managing customer service operations by maintaining Customer Satisfaction Index for rendering & achieving quality
Responsible for resolving client complaints on performance bottlenecks.

Currently working with HCL Technologies. (6rd Oct 2014 Till Date)
Role : IT Specialist.
Project : LPL Financial
Processes and Works Handled:

Admin role for Salesforce and Service Manager ticketing.

Creating and modifying users account in 3 different organizations under Salesforce.

Provided L2 level support for more then 4000+ corporate users.

Active Directory, SCCM, BETA TPX and many other internal applications.

Trained new team members join the team.

Managing Queue and distribute tickets among team members.

Preparing KPI & BAU report for Daily call with client.

Preparing monthly report for review in the process.

Prepared knowledge document after KT from client.

Part of LPL Financial project from the time of transection, Got knowledge transfer from our counterpart based in US.

Worked with Accenture India Pvt. Ltd. (14th April 2014 3rd Oct 2014)
Role : IT Operational Associate.
Project : Not Assigned

Sep'10 Apl12 at OSC Export Services Private Limited, Gurgaon

Technical Support Analyst

Joined in OSC as a Technical Support Analyst in Sep; 10. OSC is the Global shared service center (subsidiary) for Law
firm Clifford Chance located in London.

Processes and Works Handled: (GAM)

Gobal Access Management

Provided Tier 2 and 3 end-user support for 400+ corporate users.

SOP creation for IT

Manage Service desk operations.


Ensure the continuous business operations through contingency planning and implementation and
integrity through security administration.
Remote Infrastructure Management

Taking Remote Access of the user computer through LogMeIn.

Performed regular system upgrades to achieve optimum performance of the company.

IT Infrastructure support & process management.


Handling Incident Management to notify any outage and restoring the same with co-ordination from
other teams.
Working on ITSM Remedy to log and resolve cases.

Handling the IT SAM (System Access Management).

Providing access to users from Active Directory.

Providing users with software access through Active Directory on Server 2003.


Creating Network Account, Disable Network Account, Making Distribution List and Mapping
Network Drive.
Providing User Network Drive and Transferring user to another location in AD.

Good understanding of OSI Model, IP Addressing/Subnetting

Providing access on RSA tokens to users who are working from home.

Handling IT SAM for London and Paris office.

Take remote using RAdmin to do remote troubleshooting.

Job Role:
To identify the resource level by analysing data from the current regions and to share feedback of the same with the
global transition team. It also involves first hand training of new methods if any that are followed in the new region
and providing the same to the rest of the team members through hands on practice and also through documents by
updating them. Handel the day to day report of the work to the team leader and to other Global transition team


Honored with SPARC Award thrice for the best performance.

Awarded as the Best Team Member for delivery error free work.


Operating Systems:
Standard Software Package Known

: MS Windows 2000professional,Windows 98/98SE,Windows

Windows XP, Windows Vista, Windows 7.
: MS Office 2003, 2007
: Remedy, Active Directory, Peoplesoft, Service Manager, SCCM
: HTTP, SMTP, POP3, DNS, DHCP, VLAN, Routing, Switching.
: Hardware and Basic of Networking, Pursuing CCNA.


Date of Birth
Father's Name
Marital Status
Education Qualification


: _______________


: _______________


31st July 1987

Baljeet Singh
English, Hindi & Panjabi
Indian From Ranchi University (2011)

Sukhvinder Singh