Abhay Kumar
Team Lead Service Desk @Tata Power-Ddl
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WORK HISTORY
Team Lead Service Desk @Tata Power-Ddl
Delhi, IN
Managing team of 30 associates with Service Desk engineers, L1 technical Support and Field Support Engineers-Providing Support to End Users with different channels like Email, Chat, Voice and Portal-Handling escalations mails and guiding team for proper resolution-MIS Report: Publishing of daily SLA indicators, Performance reports, Preparation of IMS module and SOPs for request & incident handling-Responsible for decreasing overall pendency and SLA achievement-Coordinating with several departments to deliver prompt and accurate solutions to end users-Managing daily performance of associates and increasing their efficiencies, through regular feedbacks and auditing.
EDUCATION
Mahatma Gandhi Kashi Vidyapeeth
Master of commerce
Mahatma Gandhi Kashi Vidyapeeth
Bachelor of Commerce - BCom
ABOUT ABHAY KUMAR
Results-oriented Information Technology (IT) professional with extensive experience in…
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