RAN SINGH

Operational Management

• Experienced Tech Lead with 3.5+ years in a service desk management role in an MSP or multi-client environment with our client, Meta.
• Proven track record of consistent delivery of high-quality results and exceptional team performance to meet the SLAs and KPI metrics in APAC for over 2.5+ years.
• Highly experienced in maintaining a centralized service desk system, ensuring proper documentation of incidents and resolutions.
• Good understanding of ITIL best practices for incident, problem, and change management.
• Possess a good understanding of IT Service Management (ITSM) frameworks and principles.
• Hands-on experience with IT service tools such as Salesforce, Core, HDI, etc.
• Conducted regular meetings to discuss service performance, improvements, and upcoming IT expectations or needs.
• Proven track record of managing day-to-day operations, queue management, and SLAs to ensure consistent service delivery across multiple clients.
• Excellent troubleshooting skills and technical knowledge of IT infrastructure, software, and networking.
• Highly experienced and proficient in level 2 and level 3 tech support roles, consistently meeting or exceeding team expectations.
• Adept managing and providing in both, onsite face-to-face Helpdesk support and remote support.
• Managed first call resolution rates efficiently with thorough understanding of company systems, applications, and infrastructure.
• Reduced downtime for users by promptly troubleshooting and diagnosing software and hardware problems.

Process Improvement and Team Development

• Led and mentored a team of service desk analysts and technicians.
• Developed a proven system and methodology to train, coach, and for professional development to ensure consistently high performance from the team.
• Implemented a culture of continuous improvement with timely updates on best practices.
• Fostered collaboration through knowledge sharing sessions, enhancing team expertise and promoting growth.
• Developed a knowledge base and processes to enable independent issue resolutions and increasing tech productivity.
• Leverage internal resources, such as knowledge bases and documentation, to efficiently resolve issues.
• Mentored and trained technicians, using efficient techniques from top performers to manage performance challenges and accelerate growth.
• Thrived in fast-paced environments, delivering results under tight deadlines.

Collaboration and Teamwork

• Strong communication and relationship-building skills to manage multiple stakeholders.
• Collaborated with other teams to identify areas for continuous improvements, to enhance team efficiency and resolve recurring complex technical issues.
• Collaborate with colleagues to share best practices and promote a culture of continuous learning.
• Possessed excellent problem-solving and communication skills with a customer-focused approach.

End-User Support :

• Provided technical assistance to end-users via phone, email, and chat.
• Troubleshoot efficiently and diagnosed software/hardware issues to reduce downtime.

Knowledge & Training

• Developed and shared IT knowledge base, best practices and efficient process with the team.

Technical Expertise

• Proficient in troubleshooting various Apple, Windows, Android devices and all operating systems.
• Familiar with internal tools like JAMF.

Analytical and Problem-Solving Skills

• Excellent prioritization skills, able to make decisions quickly
• Skilled in issue resolution using the P.A.I.R technique.

Interpersonal and Communication Skills

• A coach, counselor and trainer with good interpersonal skills.
• Able to work independently and comfortable working with ambiguity

Resilience and Stress Management

• Worked with stress management team to build the support process for team members manage their stress.
• Fostered a supportive team environment with the Team Manager to drive performance in the team.

Troubleshooting & Process Improvements

• Resolved all technical issues related to Samsung electronics, ensuring prompt and effective solutions.
• Identified opportunities for enhancement within the help desk department and implemented cost-effective changes, contributing to overall departmental goals.

Performance Metrics

• Consistently met or exceeded performance the KPI and relevant metrics.
• Trained new technicians in customer service and technical support to get up to speed quickly.

Conflict Resolution and Customer Service

• Resolved 90%+ of billing and service disputes in a timely manner.
• Collaborated to deliver timely solutions for complex inquiries.
• Demonstrated ability to communicate effectively across multiple departments and levels.

Ethics and Performance

• Effectively communicated across departments and levels.

Customer Experience

• Handled customer complaints and issues efficiently and effectively.
• Provided premium security services to high net worth clients.

Investigations and Compliance

• Assisted in investigations on suspected criminal activities.
• Ensured compliance with policies, regulations, and procedures set by the Casino Regulatory Authority.

Team Management

• Managed the deployment and scheduling of team officers for assigned duties and daily tasks.
• Trained new officers and developed best practices for team consistency.
• Streamlined incident reporting for improved accuracy and speed.

Fraud Detection

• Skilled in detecting fraudulent documents and identifying threats to the airlines and airport.
• Assisted in security and system enhancements to help detect suspicious and criminal activities.

Special Services Ambassador Role

• Served as Special Services Ambassador for emergencies, incidences and other crisis management.
• Worked with multiple agencies to streamline operations, trainings and enhancing overall response times during emergencies.

Training and Development

• Assisted to develop training materials to enhance new recruits' threat preparedness.
• Trained new officers to boost efficiency and professional growth.

Investigation and Resolution

• Resolved high-profile incidents with thorough investigations of complex cases.