Gaurav Shinde
Director of Support Services @TripArc
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WORK HISTORY
Director of Support Services @TripArc
Toronto, ON, CA
Strategic, results-driven, and leading diverse teams, optimizing service delivery, and enhancing client satisfaction. Adept at driving operational excellence, implementing innovative solutions, and fostering collaborative environments to achieve organizational objectives.• Spearheaded an L3 development team, achieving a 100% issue resolution rate over several months, ensuring uninterrupted business operations and consistently high customer satisfaction.• Built and scaled L1 and L2 support teams to handle an average monthly ticket volume of 1,500, consistently meeting and exceeding response and resolution time targets.• Architected, built, and deployed a tool that enhanced resolution times for break-fix issues, reducing development team escalations from 40% to 25%.• Took ownership of IT operations, establishing new processes to streamline issue resolution and improve vendor management efficiency.• Developing and implementing comprehensive training programs for support staff, enhancing technical skills and customer service competencies.• Encourage a proactive approach to problem-solving within the team by fostering automation, RCA, scenario planning and knowledge sharing.
EDUCATION
IMTR Aurangabad
MCA (Master; B.A.M.U. Aurangabad, Computer science
IMTR
MCA (Master; B.A.M.U. Aurangabad, Computer Application; 2004
SKILLS
ABOUT GAURAV SHINDE
I bring more than 20 years of experience in the realm of application and customer support to the table. My track record includes building dedicated support teams that align seamlessly with business objectives while consistently delivering exceptional customer service. My unwavering passion lies in crafting world-class customer experiences that not only retain existing clientele but also pave the way for expansion.My skill set comprises a unique fusion of technical prowess, with a specialization in SAAS, DevOps, and a solid foundation in ITIL principles. This, combined with my customer-centric approach, equips me to effectively drive and implement operational processes for global teams spanning various time zones.I find my greatest fulfillment in collaborating with and leading high-performing teams, and I thrive on tackling the challenges that businesses face.
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