Gaurav Aggarwal

Operations Associate

Delhi, India16 yrs 8 mos experience
Most Likely To SwitchHighly Stable

Key Highlights

  • Experienced in incident management and technical support.
  • Proficient in managing user accounts and network access.
  • ITIL v3 Foundations Certified professional.
Stackforce AI infers this person is a Technical Support Specialist with expertise in IT Service Management.

Contact

LinkedIn

Skills

Core Skills

Incident ManagementTechnical Support

Other Skills

Active DirectoryBMC RemedyBasic Knowledge if ERP BASISCISCO CertifiedCisco TechnologiesCitrixHelp Desk SupportIT OperationsITILMicrosoft ExchangeNetworkingProblem ManagementService DeskTalent AcquisitionTeam Management

Experience

Teleperformance

Incident Analyst, IT - Incident Management

Sep 2011 – Present · 14 yrs 6 mos

  • Taking care of all PA cases, where the revenue of the company is involved, monitoring Network performance and Server and application Monitoring.
  • Use the incident management tool to track incidents. Work towards resolution of such incidents within the given SLA's and comment each incident appropriately
  • Create, Disable & manage user accounts, provide/revoke access to network folders & add/remove users from mail groups.
  • Managing user accounts in Active Directory.
Technical SupportIncident ManagementNetworkingActive DirectoryBMC RemedyService Desk+12

Sitel

CSP

Apr 2010 – Jun 2011 · 1 yr 2 mos

  • Taking care of Escalations of our Customers and evaluating the compensations and providing the same for the Clients of Holiday Autos.
  • Main objective was to keep our clients happy without loosing on revenue of the company.

Convergys

TSO

Dec 2007 – Nov 2008 · 11 mos

  • To provide Technical support for the our clients in Australia who were using Optus Cable Network.

Education

PEOPLECERT

ITIL Foundation Certification in IT Service Management — IT Management

Jan 2013 – Jan 2013

Allagappa University

Master of Business Administration (M.B.A.) — Personal Decision-Making Skills

Jan 2006 – Jan 2008

Allagappa University

P.G.D.B.M. — Business Management

Jan 2004 – Jan 2005

C.E.D.T.I.

Hardware Engineering Diploma

Jan 2002 – Jan 2004

MCRP Bhopal

B.C.A. — Computers

Jan 2000 – Jan 2004

Cambrian Hall

Jan 1998 – Jan 2000

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