Anurag Rathore

Anurag Rathore Shikohabad, Uttar Pradesh, India - |- PROFESSIONAL SUMMARY Experienced IT/Service Desk Team Lead with a proven track record of managing high-performing teams to deliver innovative technology solutions. Skilled in project management, system analysis, and IT infrastructure development, with expertise in guiding cross-functional teams to achieve organisational goals. Drive operational efficiency and enhance quality in IT infrastructure management or leadership roles within the service industry, utilizing overall 8 years of experience WORK EXPERIENCE Lead System Engineer IGT Solutions Pvt Ltd, Gurugram May 2024 to Present Supervising Voice/Chat and Email Process team members to ensure smooth work processes and effective management of attendance. Overseeing all critical and escalated matters, attending to client priorities within designated time frames. Establishing connections with essential stakeholders, promoting teamwork, and delivering significant value. Performing comprehensive evaluations to understand client objectives and needs. Serving as the main liaison between the company and clients. Being the main contact person connecting clients with the company. Assessing team efficiency, offering essential training, and efficiently assigning roles. Formulating plans to retain current clients and promote recurring. Lead root cause analysis and resolution of complex system issues, minimizing downtime and disruption. Service Desk Lead Calance Software Pvt Ltd, Gurugram March 2022 to February 2024 Managed team of 20+ employees and monitored projects to ensure progress. Provided thorough training and guidance on new software, systems and applications to maximize team performance. Reporting on performance metrics of both individual team members and the entire team. Organized and established deadlines for projects such system updates, migrations, upgrades, and outages. Prepared status reports for Queue management and Agents Daily Performance from AWS Console including the defined SLAs. Conducted quality reviews of calls and tickets including feedbacks and worked on performance improvements when required. KACE Admin - Installed and set up applications for clients as anti-virus software, DUO setup and Microsoft office including Service Delivery Change Control ManagementResponsible for overall approval and implementation of Change Orders within scheduled time being part of Governance, Solution Architect's and Verification Team. Held Team meetings to manage expectations, make team roster changes and request information about challenging situations to diffuse using conflict management techniques. Implemented Performance, Quality and efficiency measures to achieve aggressive production goals. NOC | Sr. Service Desk Analyst Calance Software Pvt Ltd, Gurugram June 2020 to February 2022 Handled support desk calls, communicating complex technical information clearly and succinctly for optimal service user understanding. Autonomously managed workload and provided support for IT colleagues. Provided first-class PC support, using outstanding working knowledge of various Windows and Microsoft Office applications. Assisted customers with software package installations, enabling high-performing IT systems. Acted as primary support for core applications, providing comprehensive desk side support. Received, assigned, resolved and escalated tech help desk requests and tickets. Maintained internal software programmes and staff hardware. Determined issues causing performance problems and implemented troubleshooting methods to prevent system failure. Led projects on software migrations, integrations and upgrades. Used LogMeIn remote access to navigate and link to customer computers for support. Managed network performance and implemented changes to improve efficiency. Monitored Servers and Network devices for internal and external multiple clients as Isuzu, Yamaha, Mitsubishi, GCOA using Nagios, Solarwinds and Uptime tools. Monitored Servers and escalated emergency technical issues beyond scope to maintain optimum up t ime. Added and made changes to the nodes in Nagios and Solarwinds with required configurations and thresholds. Helpdesk Senior Associate NTT Data Services, Noida April 2020 to June 2020 Provided technical support for US based Banking services. Created, documented, and managed user support tickets using an IT service management system, ensuring timely updates and accurate resolution tracking. Senior Technical Associate Dell Technologies, Gurugram March 2017 to March 2020 Handled support desk calls, communicating complex technical information clearly and succinctly for optimal service user understanding. Troubleshooting on security, firewalls, third party security like MacAfee, Norton, Avast, web browser security services and all network devices & software. Technical Troubleshooting of Laptops and Desktops related to Hardware, Software and Network Issues. Provided Technical Support to Dell clients as well as DSP (Dell Service Providers) from HCL, Wipro, TVSE and Regenesis, who visit onsite for System service. Worked in the team that approves the Dispatches created by the agents after troubleshooting the Systems. Created Service Requests for the relevant issues and also worked with the team to maintain the SLA. Participated in product development activities with focus on Global Service support. Identify and document the relevant issues with troubleshooting. Technical Associate Honeywell International, Gurugram February 2016 to May 2016 Technical troubleshooting of Thermostat (combination of switches and sensors) related issues including Installation Set-Up (ISU), that switches the Thermostat settings automatically as per requirement. Providing the relevant solution to the client or technician who is installing Thermostat. Taking care of the client requirements and fulfilling them as per contract. Maintaining Clients and Product records using Salesforce. SKILLS & PROFICIENCIES Leadership and Team Management. Strategic Planning and Decision-Making. Complaint handling and resolution. Team Building and Coaching. Project Coordination and Execution. Process Improvement and Optimization. Customer Satisfaction Enhancement. Troubleshooting hardware and software problems. Installing and configuring the peripherals, components and drivers. Ticketing Tool- ServiceNow, USD, SalesForce, Delta, JIRA. Knowledge of CCNA - OSI, TCP/IP, RIP, EIGRP, OSPF, BGP, DHCP, Load Balancing, Static & Dynamic Routing, VLAN, Trunk, VTP, DNS, ACL, NAT, Sub-netting (FLSM & VLSM). Data Science - Data understanding, Data Preparation, Model Building, Evaluation, Model Deployment, Supervised Learning, Unsupervised Learning. Decision Learning- Naive Bayes, K-Neighbour, Divide & Conquer, Decision tree. Knowledge of Python and R. Software Tools- SLEPOS, Cisco Meraki, SCCM, KACE, Nagios, Solarwinds, Power BI and DUO. EDUCATIONAL BACKGROUND Allenhouse Institute of Technology Kanpur, Uttar Pradesh Bachelor’s Degree in Technology 2017 Electronics & Communication Engineering Gyan Deep Public Sr Sec School Shikohabad, Uttar Pradesh Intermediate 2010 PCM PERSONAL INFORMATION Passport Number: Z- Passport Expiry Date: 12/04/2025 Father's Name: Sunil Kumar Rathore Date of Birth: 07/23/1993 Nationality: INDIAN