Gaurav Gupta

Gaurav Gupta

Work History

Work History
Jul 2006 - Present

Analyst - Client Support (eLearning Operations)

Convergys India Services Pvt Ltd

Job Profile:

Tools/Technology: Plateau, eCase, Cognos, Oracle Slim database & BO Reporting.

·In this process I manage learning operations for one of our FDA regulated Organization. Handle escalations from Service Center’s based in Canada and Budapest.

·Run ‘Regular Process Calendar’ to maximize ROI and to ensure that all instructors are in compliance using Instructor Qualification Audit Process.

·SME/dedicated resource in pulling reports directly from Plateau Oracle Slim Database.

·Took up complete MS-Excel Macro edit work for the forms used by client.

·Owned OLR Gatekeeper’s job to update and submit change request for M&P’s.

·Recently I was involved in created scorecard for HR-Advisors, based on varied tasks we perform in our day to day Learning Operations.

Achievement:

*Created a standard email keywords template which helps us to communicate using email effectively.

* Suggested SnagIT & FastStone for ScreenCapture. Which has saved our team around 3250 Minutes in a month when we took 13000 (approx.) screenshots for an assignment.

* I was selected Employee of the Month; out of 400 Employees (approx.) for the month of December 2007.

* Our team won the “Team Up” award for the month of February 2008 in entire Convergys HR Management domain for our contribution.

* Created “Paradigm” training and conducted sessions for my entire team of 25 team members.

* Conducted “New Hire Orientation” for last 3 batches in my team.

* decreased the number of open cases to Avg. 40 from the 290 mark, which helped us to meet SLA's. This was achieved by pulling up some reports which kept us focussed.

Oct 2005 - Jul 2006

Learning System Specialist

Deloitte Support Services

Supervisory Responsibility: NoIndividual Contributor

Job profile:

·Level 1 administrator for Saba learning management system

·Creating and managing courses, classes, virtual classes, assessments etc.,

·Preparing reports for leadership for effective presentation.

Achievement:

·Closed 73 ethics classes as one of my colleagues ‘back up’ in just 15days.

·Contributed to the organisation by designing and facilitating “Advanced MS-Outlook” session.

·Contributed to Business Support Exchange by some documentation on telecom contact center project.

·On journey from being excellent to great - Deloitte’s weekly eNewsLetter. I contributed by suggesting a concept called “learning a word” every week to improve employees vocabulary.

·Contributed in a big way by submitting the ideas for our Global learning management system. (Saba Version Upgrade – Deloitte Across Global Sites)

·Designed and implemented MS-Outlook 2003 training. (43 employees trained – 2 batches)

Apr 2004 - Oct 2005

Process Trainer

Satyam BPO Limited

Process Trainer (05, 2005 – 10, 2005)

Supervisory Responsibility: YesMax Team Size: 42

Job profile:

·To conduct training for DSL – new hire and nesting batches.

·Plan, coordinate and manage complete training for the transition team moving from Dial to DSL.

·Attend online training from clients regarding process updates, new implementations and TTT.

Tier2/Technical Support Agent (05, 2004 – 04, 2005)

Job profile:

·Wider scope of support for troubleshooting like configuring home networking and dealing with system restore and Registry.

·Attending supervisor and level-2 escalations from agents.

·To conduct training and to cover updates for the team assigned.

Achievements:

·Received 2 pat on the back in a row in dial-up to maintain high quality standards and taking initiatives.

·Selected to conduct training for the new trainees from the operations perspective named as “Training (Operations)”

·Selected to handle a team as team leader for 4 weeks. (Acting Team Lead)

May 2002 - Apr 2004

Miscellaneous Work Profiles

Accenture Services Pvt. Ltd (Full Time)

Technical Support Agent

Jagdamba Medicals Pvt. Ltd (Part-Time)

Computer Accountant (Tally 5.4)

Param Industries (Part-Time)

Computer Accountant (Foucs)

Education

Education

S.S.C

Nandini Public School
May 1998 - Apr 2000

C.E.C

Pragati Mahavidhyalaya College

Skills

Skills

Learning Management Systems (LMS)

Saba, Centra, Plateau, WebEx, SAP LMS & SumTotal.

MS-Office

Have good working experience with MS-Office tools and Windows operating system. Apart from Programming (VBA or Macros) I'm proficient in using MS-Office.

Certifications

Certifications
Apr 2007 - Present

Certified Instructional Designer

Symbiosis, Pune
May 2002 - Present

Proficient Course in English Speaking

Central Institute of English and Foreign Languages (CIEFL)