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Professional Summary

Professional with Overall 11+ years of experience in Service Delivery and Service Management for End User Computing, Service Desk and BPO Operations. Expert in working with clients across the globe.

Ability to communicate effectively with internal or external stakeholders, to work collaboratively to resolve problems, and to motivate team members to achieve personal and organizational objectives.

Leadership and Team Management: Experience in managing, training and mentoring team of around 15-18 associates in End user computing and Service Desk domains.

Areas of Experties

  • Stakeholder Management & Customer Satisfaction
  • IT Service Management Frameworks
  • Communication & Presentation Skills
  • Familiar in working with global teams
  • Training and mentoring the team

Professional Certifications

  • Project Management Professional
  • ITIL V3 Foundation
  • Microsoft Certified Professional
  • Microsoft Certified Technology Specialist

Work History

Apr 2014Present

Current Role - Project Lead (End User Computing)


This role involves taking care of Service Delivery and management of End User Computing projects for new or existing clients under Dell's IT Infrastructure and Cloud Computing Business. As project lead primary objective is ensure smooth delivery of promised services to existing customers and taking care of technical as well as process related escalation. Worked as transition lead for multiple transition projects including Bombardier, Saber and Gamestop.

Below are key responsibilities 

  • Function as single point-of-contact for issue identification & resolution for client or stakeholders.
  • Manage the daily operations to ensure service are delivered on time, in scope and quality.
  • Resolution and assignment of Incidents, Changes and Request within the team and proving RCA for problem records.
  • Identify key issues and risk and their impacting the project objective and flag it appropriate stakeholders and work on mitigation plans.
  • Organizing weekly, daily meetings with internal or external stakeholders  to share status, forecast, critical data points, reports and providing proactive solutions.
  • Build appropriate control mechanisms to monitor performance and process improvement
  • Work with transition team and solution architect for transition of incoming/outgoing projects.
  • Creation and maintenance of internal process document including but not limited to  , future mode of operations, process flow diagrams, roles and responsibility matrix, key performance indicators.

Achievements and Awards

  • Received highly esteemed Bronze Award in Oct 2015 on Successful Completion of Infrastructure transition project
Dec 2012Mar 2014

Configuration Management Analyst


Worked on multiple projects to provide Software Distribution, Patch Deployment, Application Packaging, and Image Deployment services under Dell's Infrastructure and Cloud Computing Business. Role involved service management and delivery for projects assigned along with managing and training the resources.

Key Responsibilities  

  • Managing and training the team to take care of daily operation utilizing management tools SCCM 2012, Dell KACE, JAMF Casper, MDT.
  • Manage and coordinate urgent and complicated operational issues. Act as escalation point for all requests and incidents.
  • Following ITIL Change management and Incident management framework and using BMC Remedy, OPAS, ServiceNow.
  • Coordinating, implementing and recording UAT, Pilot and Production phases for application deployment, Image deployment.
  • Working with onsite teams and resolver groups on changes, high severity incidents and representing change tickets in CAB meetings.
  • Expert in customer satisfactions and improving customer relationships

Projects Undertaken:

  • Windows 7 migration project one of our existing client. Major challenge was to  plan the migration of more than 10000 workstations using the existing infrastructure. Setup the plans and schedule , identified potential risk and issue and suggested mitigation plans. worked with executing team to monitor the progress and sharing the daily status with internal and external stakeholders.    

Achievements and Awards

  • Trained and mentored new hires to effectively manage daily operations
Mar 2006Dec 2012

Resolution Expert

Dell International

Joined as technical support expert in Dell's Hardware business in consumer segment. Supported Dell Laptop, Desktop, Operating System and Software for consumer in United states for couple of years. Moved in L2 role supporting the training the new team members on Dell products and policies. Participated in multiple project ranging from C-Sat improvement project and process improvement, transition of new hires.  

Achievements and Awards

  • Improved customer satisfaction by 4% on completion of Process Improvement Project
  • Setup customer follow up process to improve customer satisfaction and issue resolution.
  • Worked as Subject matter expert for CRM and ITSM tool migrations projects.
  • Develop training programs to develop and refine the skills of the service desk teams.


Technical Associate

IDS Infotech Private Limited


Customer Support Representative



Aug 1999Jun 2003

Bachelor Of Technology

Punjab Technical University