Gajanand Singh
Technical Team Lead @Tata Consultancy Services
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WORK HISTORY
Technical Team Lead @Tata Consultancy Services
Pune, IN
Conducted quality audits for engineers and provided constructive feedback to those failing to meet audit standards.• Managed customer and user escalations with a proactive approach, ensuring swift resolution of issues.• Prepared detailed weekly and fortnightly review deck reports on team performance and presented them to clients effectively.• Organized daily huddles to keep the team informed about the latest updates and address ongoing challenges.• Proposed actionable ideas for process improvements to clients and senior leadership to enhance efficiency.• Provided technical support and guidance to team members, assisting them in resolving complex issues.• Oversaw SLA management, ensuring adherence to all service level agreements consistently.• Performed mobile device management (MDM) for BYOD devices and configured supported devices seamlessly.• Utilized Intune and Azure portals for comprehensive device and user management.• Supported users in setting up new devices through the Autopilot process by uploading hash files to the Intune portal.• Published monthly stack reports for engineers, categorized by team, to monitor progress and performance.• Conducted top talker analysis and provided recommendations to mitigate recurring issues and improve reporting.• Participated in recruitment activities, including interviews, to facilitate the replacement of engineers effectively.
EDUCATION
Indo Danish Tool Room, Jamshedpur
PG Diploma, Mechanical Engineering
Kendriya Vidyalaya
Higher secondary, Computer Science
Chhattisgarh Swami Vivekanand Technical University (CSVTU)
Bachelor's degree, Mechanical Engineering Related Technologies/Technicians
SKILLS
ABOUT GAJANAND SINGH
Highly skilled and results-oriented Service Desk Technical Lead with over 9 years of progressive experience in managing and leading technical support teams. Proven expertise in overseeing IT service desk operations, ensuring seamless end-user support, and optimizing processes to meet SLAs and enhance customer satisfaction. Adept at troubleshooting and resolving complex technical issues across diverse systems and platforms.Core Competencies:* Leadership & Team Management: Effective leadership of multi-functional support teams, fostering collaboration and driving excellence.* Technical Expertise: Proficient in ITIL framework, enterprise-level systems, and service management tools such as ServiceNow, Jira, etc.* Process Optimization: Skilled in streamlining workflows, reducing downtime, and enhancing service delivery efficiency.* Communication & Training: Excellent interpersonal skills to interact with stakeholders and provide training to technical teams.Technological Proficiencies:* Extensive knowledge of Windows, Linux, and macOS environments.* Expertise in enterprise tools such as Active Directory, VPN systems, and virtualization platforms.* Familiarity with cybersecurity protocols and remote management tools.
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