Warieaam Singh
Lucan
Summary
IT Engineer with 6.3 Years of experience in the IT (Information Technology) Domain, experienced with the use function of ticketing tools such as Salesforce, ServiceNow, Remedy, Helix & Lead Square. I have an in-depth knowledge of Active Directory, Workday management, O365 admin (License and group assigning), Azure admin, Adobe admin, and AWS (Onboarding and offboarding resources). Handled escalated tickets from level 1, ensured end-to-end customer and client resolution, and handled legal scenarios to ensure smooth operations between clients and end users.
Overview
7
7
years of professional experience
Work History
Technical Support & IT administrative- Contract role
CALDOR SOLAR
02.2023 - 08.2023
- Responsible for maintaining a stable and secure desktop computing environment
- Monitoring the client’s plant and ensuring that the data is been captured
- Addressing any active alarms on the client’s plant and resolving on time adhering to SLAs
- RMA processing and coordinating with the vendor for timely completion of the RMA
- Responsible for ensuring smooth operations and no downtime on monitoring
- Skills: Monday (Ticket tool)
- Customer Engagement
- Warehouse Operations
- Asset Management.
IT SERVICE DESK ENGINEER I
CSG INTERNATIONAL
06.2022 - 12.2022
- Responsible for maintaining a stable and secure desktop computing environment
- Installed and configured multi-user software in compliance with company policy
- Created new-user accounts, and performed desktop updates, and backups
- Responsible for hardware/software purchases
- Maintained client-vendor relationship
- Transformed various aspects of the end-user experience including Employee Onboarding/Off-Boarding, Training, Productivity Enhancers, Telephony, and the Virtual Desktop
- Developed strategies to enable a truly mobile workforce
- Engaged in developing, maintaining, and applying standards ensuring all end-user services are responded to in a timely manner and user needs are met through adherence to agreed-upon SLAs
- Continuous process improvement initiatives to develop strategies that lead to the resolution of client calls in a more efficient and effective manner
- Enhanced customer relations to ensure customer requirements are clearly understood and implemented in systems and services
- Responsible for maintaining a stable and secure desktop computing environment
- Skills: Amazon Web Services (AWS)
- Communication
- Customer Experience
- Printer Support
- Technical Support
- IT Service Management
- IT Strategy
- ITIL
- IT Operations
- IT Hardware Support.
IT ANALYST
MICROLAND
Bangalore, India
03.2021 - 05.2022
- Responsibilities: Onboarding and offboarding profile setup on Active directory
- Workday management and integration with AD
- O365 admin: Assigning E3, E5 &E7 licenses; Profile & access delegation
- Azure admin: Ensuring that the user devices & BYOD is working fine for remote resources
- Adobe admin: Delegating the license for the Pro version and editing the version
- Skills: Communication
- Customer Experience
- IT Operations
- IT Hardware Support
- Service Desk Engineer: Deploying, migrating data, configuring, and setting up PCs & Desktop devices for employees globally (Active Directory/Ms outlook/Citrix/VPN)
- Providing break-fix support, setup, and configuration of laptops Desktops & printers for BeiGene employees (Direct & Contract)
- Participating in all the online training offered by BeiGene
- Helping employees to Unpack, set up, configure, and install OS-appropriate software for deployment of applications
- (Both for employees working from home & office)
- Tracking, assigning, and following up with service requests, tasks, and incident management through the Service Now ticketing system
- Assisting employees with level 1 support with Q/A, and guidance regarding their respective technical questions that they have.
INFOSYS BPM FOR E-ON & GLOBAL SERVICE DESK ENGINEER
INFOSYS BPM
08.2020 - 02.2021
- Provided exceptional IT support to E.on, a leading energy company, as a representative of Infosys
- Acted as the primary point of contact for E.on's employees, effectively addressing their technical issues and ensuring prompt resolutions
- Demonstrated strong troubleshooting skills by diagnosing and resolving hardware and software problems for E.on's end-users
- Proactively monitored E.on's IT systems, identifying potential issues and implementing preventive measures to minimize downtime
- Maintained accurate documentation of support tickets, resolutions, and other relevant information, ensuring effective knowledge transfer and efficient issue resolution
- Participated in regular meetings with E.on's stakeholders to gather feedback, address concerns, and identify areas for improvement in IT support services.
ESCALATION HANDLING MANAGER
GENPACT
Bangalore, India
08.2017 - 03.2020
- Summaries of responsibilities: Handled technical and non-technical issues of clients and end users
- Ensuring smooth operations of the supply chain
- Responsible for escalation processes during Customer handling for technical or non-technical issues
- APAC (India Region) solution analysis – Salesforce, Issue/case management
- Technical troubleshooting and RAS (CCG and DCG)
- Skills: Customer Service
- Corporate Communications
- Microsoft Excel
- Communication.
Process Associate
WIPRO BPS SERVICES
Kolkata, India
10.2016 - 04.2017
- Provided technical advice on implementing changes related to IT Service Management based on ITIL best practices.
- Assisted staff and users with computer malfunctions and program problems.
- Expanded or modified system to serve new purposes or improve workflow.
- Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
- Used remote login tools to assist clients with technical and product questions.
- Stayed abreast of latest software developments to enhance job knowledge.
- Monitored server performance metrics to identify areas of improvement or optimization.
- Monitored support activity trends to create problem resolution and solution reports.
- Maintained positive working relationship with fellow staff and management.
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Used proactive monitoring procedures and tools to identify problem prevention opportunities.
Education
B.tech - Electronics & Communication
Techno India College of Technology, WBUT
01.2016
Diploma - Diploma in Electronics & telecommunication
Saroj Mohan Institute of Technology, WBSCTE
01.2013
10th - Science
Rose Bud, Liluah, Howrah, CISCE
01.2010
Skills
- Hardware Diagnostics
- Data Recovery
- User Support
- Software Installation
- Application Support
- Technical Support
- Systems Analysis
- Hardware Upgrades
- Technical Documents Comprehension
- Complaint Resolution
- Customer Success Management
- Microsoft Certified Solutions Associate (MCSA) Certificate
- Windows XP/Vista
- Call Center Operations
- Microsoft Office Specialist (MOS) Master
- Issue Troubleshooting
- Product Troubleshooting
- Application Installations
- Microsoft Certified Solutions Associate (MCSA): [O365 Administrator]
- MS Office Proficiency
- DHCP/DNS Ethernet and Firewall Proficient
- Microsoft Outlook
- Technical Troubleshooting
- LAN/WAN
- Hardware and Peripherals
Honors Awards
- Genpact, 11/17, Certificate of Recognition, Bronze
- Genpact, 03/18, Certificate of Recognition, Bronze
- Genpact, 10/18, Certificate of Recognition, Bronze
- Genpact, 10/19, Certificate of Recognition, Silver
- CSG INTERNATIONAL, 11/22, Best Performer, 1st Runner up
Training
- 01/18, Lean Six Sigma, Genpact (Bangalore), Trained & Certified
- 01/18, Lean Management Training, Genpact (Bangalore), Trained & Certified
Affiliations
- Multi-tasking
- Interactive and approachable
- Always happy to assist
- Service with Smile
- Purpose driven
- Self Motivated
Timeline
Technical Support & IT administrative- Contract role
CALDOR SOLAR
02.2023 - 08.2023
IT SERVICE DESK ENGINEER I
CSG INTERNATIONAL
06.2022 - 12.2022
IT ANALYST
MICROLAND
03.2021 - 05.2022
INFOSYS BPM FOR E-ON & GLOBAL SERVICE DESK ENGINEER
INFOSYS BPM
08.2020 - 02.2021
ESCALATION HANDLING MANAGER
GENPACT
08.2017 - 03.2020
Process Associate
WIPRO BPS SERVICES
10.2016 - 04.2017
B.tech - Electronics & Communication
Techno India College of Technology, WBUT
Diploma - Diploma in Electronics & telecommunication
Saroj Mohan Institute of Technology, WBSCTE
10th - Science
Rose Bud, Liluah, Howrah, CISCE
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