Devender Singh

About Devender Singh

I am writing to express my interest in the Sr. IT Engineer Level 2 & 3 position at your esteemed organization. Please find my resume attached for your review.With over 9+ years of experience in IT support and infrastructure management, I have consistently delivered advanced technical solutions and ensured seamless IT operations for global clients. I specialize in:Remote Support Expert | Global IT Service Delivery | Quality LeadSystem Administration (Active Directory, MFA, Security Compliance)End User Computing Specialist | VDI | Citrix | Advanced TroubleshootingIT Service Desk Management & Incident HandlingOffice 365 Administration, VPN Solutions, SCCM DeploymentsTechnical Support Specialist (Level 2/3)| Desktop Support Engineer (Advanced)IT Process Specialist | Incident Manager | ServiceNow | ManageEngine Key Achievements:Resolved 95% of incidents on first contact, improving SLA compliance and customer satisfaction.Led a team of 30 engineers, achieving a 20% reduction in ticket resolution time through process optimization.Implemented knowledge base articles, reducing repeat incidents by 30%.Managed global IT support for users, ensuring 99.9% uptime for critical systems.I have successfully led teams, managed critical incidents, and implemented process improvements that consistently meet SLA requirements and enhance customer satisfaction.I would welcome the opportunity to discuss how my skills and experience align with your organization\'s objectives. Please feel free to contact me at +91••••••••88 or via email at d••••••••@gmail.com.Thank you for your time and consideration.Best Regards,Devender S••••••••@gmail.com

Experience

1. Sr IT Specialist L2

   HCLTech

   Apr 2025 — Present · Noida, IN

   Information Technology Support Technician Job Description Key Responsibilities:1. Provide Level l2,l3 Technical Support - Act as the initial point of contact for IT-related inquiries and issues - Utilize voice, email, and chat interfaces to engage with users and provide timely assistance - Employ remote desktop tools to troubleshoot and resolve issues efficiently2. Identify, Investigate, and Diagnose Incidents and Issues - Gather necessary information regarding reported incidents - Ask targeted questions to understand the user\'s problem and context - Utilize diagnostic tools - Examine system logs and error messages to identify potential root causes3. Resolve Incidents or Escalate to the Appropriate Group - Apply technical knowledge and troubleshooting skills to resolve incidents - Recognize limitations and escalate complex issues to higher-level support teams4. Log All Incidents in the Tracking Tool with Proper Documentation and Assignment - Accurately log incidents in the designated tracking system - Ensure proper categorization and assignment of incidents5. Perform Diagnostics and Use Remote Tools to Achieve >95% First-Contact Resolution - Master diagnostic tools and utilities - Utilize remote support software to access and troubleshoot user systems - Continuously improve first-contact resolution skills and knowledge6. Identify High-Priority Incidents and Follow Processes to Meet SLAs - Assess incident severity and impact - Adhere to established SLAs for response and resolution times - Follow escalation processes for high-priority incidents - Communicate effectively with users.Requirements- Excellent communication and customer service skills- Strong analytical and problem-solving skillsSkills- IT support and troubleshooting- Remote desktop support- Incident tracking and management- Customer service and communication- Analytical and problem-solving skills

Education

• The ICFAI University, Tripura

  Master of Business Administration - MBA, Marketing

  2017 — 2020

• Delhi University

  Bachelor of Arts - BA, B.A Programme

  2013 — 2015

• Jetking Software/Networking Institute

  Certificate, Computer/Information Technology Administration and Management

  2012 — 2014