Kamaljeet Behal

Mobile Number : +919*********

Email : acuur2@r.postjobfree.com,acuur2@r.postjobfree.com

Address : #**,****** *(Guga mari link rd) Kharar,Distt - Mohali

Career Objective :

Working with your organization to secure a challenging and responsible position in a structured work environment, in which skills, ambition and commitment to excellence will be utilized to their full potential, which will allow for continued professional growth along with realization of organizational goals.

Career Summary:

12+ years of professional experience in Technical Support & Analytics on different support channels

7+ years of professional experience in Sales

Core Skills: Training, Coaching & Feedback, Presentation, Data Analysis & Reporting

Experienced in working with technical teams or equally comfortable working alone without supervision.

Experienced in providing computer peripherals, cabling switching, and LAN solutions etc.

Updating windows patches, application software, system software’s and anti-viruses.

Key Skills:

Phone and Email support

Complaint Handling & Resolution

Customer Satisfaction Enhancement

RCA

Expertise in Assembling and disassembling the computer

Strong in troubleshooting any computer system

Excellent knowledge of networking essentials

Expertise in Windows Operating Systems Windows XP, Vista, Windows 7 & Windows 8

Knowledge of troubleshooting networking LAN & WAN

Knowledge of configuring router switches and designs IP addressing scheme-using subnets

Proficiency in Computer Hardware, Microsoft Products

Non – Tech Skills:

Effective and efficient people & process manager

Good motivator and a great team builder

Superior problem solving and analytical abilities

Excellent data management skills

Organized and meticulous

IT By Design (Tech Lead ) December 2015 - Present

Roles and Responsibilities

Ensure proper functionality of Exchange Servers, design and implementation of desired Mail Flow (Inbound and outbound) and Customize E-mail Gateway.

Troubleshooting issues related to DNS functionality, Authentication and Authorization issues and Server OS functionality on Windows.

Troubleshoot issues related to Backing up or restoring the Active Directory.

Manage DNS and DHCP server.

Install client / server OS.

Planning and Managing Projects related to enhancement of IT Infrastructure.

Remotely managing, monitoring, installing, upgrading, configuring, and troubleshooting servers and desktops.

Providing root cause analysis to client for L2 and L3 Network issues.

Qualita Tech Solutions – Team Manager (Feb 2015 till Sep 2015)

Roles and Responsibilities

Defined the key metrics and quality standards for the start-up process

Lead a coordinated and systematic approach to Quality improvements, linked directly to Customer Satisfaction & Customer Retention

Streamlined the Refund Process for Customers landing to Tech Support Queues

Focused on reducing OpEx through Resolution, Ownership & People Capability

Provided feedback to the SLT on top refund reasons and recommended improvement measures

Worked with HR in formulating the Disciplinary Action & Consequence Management Polices

Conducted continuous call audits to ensure compliance and adherence to all the quality tools and procedures for sound functioning of the process

Provided feedback and coaching on communications skills, customer handling skills, call resolution, customer experience, policy and business compliance parameters

Conducted Need-based training sessions for the team/ new hires

Dell International - Case Manager/Tech Support Expert (Mar 2005 till Oct 2014)

Roles and Responsibilities

Leading a team of technical specialists providing post-sales customer support of hardware, systems, subsystems and applications by utilizing telephone and remote diagnostic capabilities.

Achieving productivity and effectiveness targets

Mentoring Team and taking escalations

Track and record various performance measurement parameters on a daily / weekly / monthly / quarterly basis

Conduct Team huddles on a daily basis where important updates are downloaded and the previous days performance is discussed and the days plan is approached

Audit calls and provide feedbacks on weekly basis

Career planning for technical specialists keeping in mind their career goals & Individual

Development Plans (IDP’s). Identify career opportunities within Dell that will maximize personal career satisfaction and contribution to Dell

Discuss, Analysis and strategize with Support functions to improve Team metrics

Organizing Reward & Recognition programs

Achievements – Technical Support Expert

Best Team for Quarter 1 and Quarter 2, fiscal year 2014

Key contributor in monitoring and assisting management in the implementation of key initiatives that improve business processes and customer service delivery

Firm believer in mentor-mentee relationship; having four conversions in the last one and half year

Effective implementation of Green Belt training on the following projects:-

oReducing Total Cost of Resolution (TCR) : Performed extensive data collection, root cause analysis, process improvements by making changes in the troubleshooting steps

The Green Belt Project which was done has saved the Enterprise $15 million per annum for Hard Drives alone

The weekly Dispatch Dollar value fell from $450,000 to $110,000

oReducing Average Handling Time (AHT) : Effective usage of tools such as extensive call monitoring, re-jig in the call monitoring sheet, compliance procedures, process changes, changes in the product manuals, brain storming etc helped reduce the AHT from 27 minutes to 25 minutes

oDispatch Rate (DR) reduction: Best Team for the Site for Hard Drives, Mother Board, Flat Panels, Processors and System Exchanges.

oImproving the ANI Resolve Rate : Performed extensive data collection, root cause analysis, process improvements by making changes in the troubleshooting steps

Excellence Award for Over All stacks for Aug Q3,FY13

Excellence Award for Over All stacks for Sept Q3,FY13

Bronze Award (Q4 FY’13)

Special Projects:

Key member of - Transition Queue that involved hiring, handling, training and mentoring of new hires.

Key member of - Resolution Bay involved in outlier management and handling bottom performers. Successfully groomed probable technicians to become Best-of-Best and prepare them for next roles.

Spearheading the Outbound Queue for Callbacks to customers

oHandling the callbacks that the Inbound agents have promised to the customer for Troubleshooting and Status Calls.

oHere maintaining the CSAT and XPR of the entire Floor was on the Agents who were working under me

Nominated SPOC for:

oTL, L1 Technical Training on specialized products

o Training LAB

o Resolution Audit Conference Calls

Primus telecommunications – Tech support Associate (2001-2004)

Role and Responsibilities

The key job responsibility of a Tech lead is to manage Technical Resolutions of Team members.

Ensure optimum performance of the Team on Quality & Productivity Metrics.

Conduct timely IDP's (Individual Development Plan),

Reward and recognize Team performance. Prepare Team performance related presentations for the management.

Doing Annual Appraisals for the Team.

Ensure tech nominations for Improvement trainings.

Conducts regular Call audits and feedback to the Technicians.

Handle Team Escalations.

Discuss, Analysis and strategize with Support functions to improve team metrics.

Attend Operations related conference calls.

Handling daily roistering concerns of the Team members.

Educational Details:

Completed Bachelor of Commerce from PUNJABI UNIVERSITY (1999)

Passed H.S.C from Manav Mangal High School Chd, (1994)

Passed S.S.C from Gurunanak School, Nanital(1996)

Technical Certifications:

ICCA IIHT Certified Cloud Associate (N+, Win7, MCSE, CCNA, RHCE, VMware, Citrix, TMG, SCCM & SCOM) Chandigarh.

CCNA Cisco ID: Kamaljeet Behal-CSCO12515727

Microsoft Certification ID : 10477974

Microsoft Certified Professional (MCP)

Microsoft Certified Solutions Associate(MCSA in Server 2012)

Personal Details:

Date of Birth : 08/04/1978

References:

Available on Request

(Kamaljeet Behal)

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