KRISHNA CHANDRA
Summary
Senior IT Helpdesk & Service Desk Leader | 19+ Years in Providing Technical Support, Troubleshooting & Customer Service | Expert in SLA Management, Incident Resolution & Process Improvement. Organised and dependable candidate successfully managing multiple priorities with a positive attitude. Actively seeking a Senior IT Help Desk Support role.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Senior System Expert ITES
Value Point Systems Pvt. Ltd. (Client of Infosys Ltd.)
01.2013 - Current
- Managed business queries via email and calls, ensuring fast and accurate resolutions.
- Created and maintained key reports (WSR, MSR, PMR, DSR) to support data-driven decision-making.
- Developed Excel dashboards to visualise critical performance data and metrics.
- Provided ticket support using CCM.Net, ensuring efficient issue resolution and tracking.
- Generated manpower, productivity, and performance reports for operational insights.
- Delivered SLA trend reports and domain-specific ticket reports for service quality monitoring.
- Acted as primary contact for the MCA project, offering immediate solutions to stakeholders.
- Handled ticket escalations to ensure timely resolutions and adherence to SLAS.
- Maintained attendance and salary reports, supporting HR functions and operations.
- Served as a communication bridge between NOC and regional engineers, ensuring smooth operations.
- Self-motivated, with a strong sense of personal responsibility.
Engineer- System Administration (Reporting to Technical Lead)
CMC Ltd.
05.2006 - 12.2012
- Utilized CCM.Net tool for efficient ticket support and issue resolution, ensuring timely service delivery.
- Managed and delivered critical reports including WSR, MSR, PMR, and DSR, supporting data-driven decision-making and performance tracking.
- Handled legal queries related to corporate incorporation, providing swift and accurate solutions.
- Developed and maintained reports and dashboards for data analysis, ensuring actionable insights and business performance monitoring.
- Proficient in data analysis and visualization, translating complex data into clear, actionable reports.
- Generated and analyzed key reports including manpower, productivity, and performance reports, driving operational efficiency.
- Produced SLA trend reports and stakeholder-specific ticket reports, ensuring compliance and service quality.
- Provided immediate response and effective solutions to stakeholders of the MCA (Ministry of Corporate Affairs) project, ensuring smooth project execution.
- Managed ticket escalations and ensured that issues were resolved in line with SLAs and organizational standards.
- Maintained and updated internal reports related to attendance, salary, and other HR functions to support business operations.
- Acted as a key communication liaison between NOC and field staff (regional engineers), ensuring seamless coordination and issue resolution.
Counter Assistant
T.T Services Pvt Ltd.
01.2005 - 04.2006
- Managed back-office visa processing, ensuring timely and accurate handling of visa applications and documents.
- Dispatched passports to customer addresses, ensuring secure and timely delivery.
- Provided call support to customers, addressing inquiries and providing updates on visa status and processing.
- Coordinated dropbox appointment scheduling for customers applying for US visa interviews, ensuring smooth process flow.
- Downloaded and maintained Dropbox appointment data, ensuring accurate tracking and reporting for visa-related activities.
Education
Bachelor of Commerce (B.Com) - Commerce
University of Allahabad,
Allahabad, Uttar Pradesh07-2000
Master of Computer Science (M.C.A) - Computer Science
INDIRA GANDI NATIONAL OPEN UNIVERSITY
Delhi07-2007
Higher Diploma in Software Engineering - Software Engineering
APTECH COMPUTERS Ltd.
Allahabad07.2000
Skills
Technical Skills
- Proficient in Windows Server Administration (2003/2008 R2) for system configuration and maintenance
- Skilled in Ticketing systems like CCMNet, ensuring timely issue tracking and resolution
- Experience with Reporting tools such as Tivoli, SSCD, and CCM to support IT operations and compliance
- Knowledge of programming and scripting languages: C, HTML, and PHP
- Strong command of Microsoft Excel, including VBA, Power Pivot, and Power Query for Data analysis and reporting automation
Reporting & Analytics
- Developed and maintained Interactive dashboards and KPI reports to support performance tracking and decision-making
- Expertise in Data analysis, generating Manpower, Productivity, and SLA trend reports to optimize service delivery
- Leveraged Excel-based automation to reduce manual reporting time by up to 40%
Leadership & Management
- Demonstrated experience in Leading IT support teams, providing guidance and mentorship to junior staff
- Proven success in Cross-functional collaboration with NOC, engineering, and business teams
- Led process optimization initiatives to enhance team productivity and service efficiency
Automation & Process Improvement
- Automated repetitive tasks using Excel Macros, increasing efficiency and accuracy in daily operations
- Implemented workflow enhancements to improve data quality and reporting timelines
- Focused on KPI monitoring to drive continuous improvement in IT service performance
Soft Skills
- Strong Communication and interpersonal skills, ensuring effective user support and stakeholder engagement
- Skilled in Conflict resolution and handling High-pressure situations with professionalism
- Proactive in decision-making with a strong customer-focused approach to IT support
Certification
- ChatGPT for Excel by Great Learning Academy December 2025
- Introduction to ethical hacking
Language
English
Hindi
Technical Qualification
Higher Diploma in Software Engineering from APTECH COMPUTERS Ltd. With Distinction Grade.
PROFESSIONAL SNAPSHOT
- Experienced in Excel-based data analysis and report generation for business insights.
- Proficient in reporting tools such as Tivoli , SSCD , and CCM .
- Skilled in VBA , Excel Macros , and advanced Excel functions for data automation and visualization.
Tools
- Advanced Excel : Power Pivot, Power Query, Power View, VBA, and Macros
- Reporting Tools : Tivoli, SSCD, CCM
- Ticketing Systems : Hands-on experience with IT support and issue tracking tools.
- Programming : Basic knowledge of C, HTML, PHP
- Operating Systems : Windows 7/8, Windows Server 2003 & 2008 R2
CCM.Net, CZCRM OMNI, SSCD
Timeline
Senior System Expert ITES
Value Point Systems Pvt. Ltd. (Client of Infosys Ltd.)
01.2013 - Current
Engineer- System Administration (Reporting to Technical Lead)
CMC Ltd.
05.2006 - 12.2012
Counter Assistant
T.T Services Pvt Ltd.
01.2005 - 04.2006
Bachelor of Commerce (B.Com) - Commerce
University of Allahabad,
Master of Computer Science (M.C.A) - Computer Science
INDIRA GANDI NATIONAL OPEN UNIVERSITY
Higher Diploma in Software Engineering - Software Engineering
APTECH COMPUTERS Ltd.
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