Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

Ajay Gupta

Team Leader - Service Delivery
Dubai,UAE

Summary

Accomplished IT professional with extensive expertise in technical support proficiency and ITIL framework. Demonstrates exceptional networking capability, multitasking capability, and performance metrics analysis. Adept at escalation handling, relationship building techniques, and providing constructive feedback. Skilled in performance monitoring methods and delivering top-tier IT support knowledge. Committed to leveraging skills for continuous improvement and operational excellence in future roles.

Overview

17
17
years of professional experience
4
4
years of post-secondary education
1
1
Certification

Work History

Team leader - service delivery

CNS
Dubai, UAE
02.2025 - Current
  • Enhanced client relationships by excellent communication and problem resolution skills.
  • Maintained comprehensive knowledge of industry trends, using insights to improve service offerings.
  • Devised strategies to meet organisational goals whilst maintaining high standards of service delivery.
  • Provided exceptional leadership during challenging situations, maintaining high morale among team members.
  • Led service delivery team, ensuring efficient workflow and customer satisfaction.
  • Implemented changes in operational procedures for increased efficiency in service delivery.
  • Resolved conflicts within the team swiftly, promoting harmonious work environment.
  • Oversaw team of 10 to plan and deliver activities that constantly met and exceeded customer SLAs.
  • Monitored call lists, ensuring all calls were handled in accordance with service standards.
  • Identified, tracked and managed risk, proposing remedial activities and plans to prevent service failure.
  • Enforced ITIL practices to offer best service, increasing first call resolution rate by 100%.
  • Achieved increased customer retention rates through active listening and genuine engagement.
  • Generated monthly and quarterly forecasts of team costs and project revenues.
  • Fostered a culture of continuous improvement within the team through regular feedback sessions.

Team leader supervisor

Bahwan Cybertek
Dubai, UAE
01.2022 - 01.2025
  • Achieved higher productivity with strict adherence to company protocols.
  • Optimised resource allocation to ensure cost-effective operations management.
  • Implemented new strategies for improved performance.
  • Upheld high standards of service delivery by providing constructive feedback to team members regularly.
  • Facilitated training sessions for skill development amongst employees.
  • Boosted team morale by initiating regular feedback sessions.
  • Coordinated meetings to facilitate communication amongst team members.
  • Monitored performance metrics, adjusting tactics when necessary for optimal results.

Technical support engineer

Intertec System
Dubai, UAE
05.2013 - 12.2021
  • Provided exceptional customer service through addressing, diagnosing and resolving technical issues.
  • Facilitated training sessions for non-technical staff members on best practices for safe computer use.
  • Contributed significantly to team projects by sharing insights and expertise in tech support domain.
  • Resolved escalated technical issues promptly, ensuring minimal disruptions in operations.
  • Streamlined communication processes between IT department and end-users, promoting better understanding of technical requirements.

L2 desktop support engineer

Commit
Dubai, UAE
02.2012 - 04.2013
  • Played key role in disaster recovery planning with meticulous data backups.
  • Improved system performance by implementing regular updates and patches.
  • Conducted regular IT training sessions, boosting staff's digital literacy skills.

L2 desktop engineer

Goip
Dubai, India
09.2008 - 01.2012

Education

Bachelor of Engineering - Computer Science

Amravati University
Amravati
06.2004 - 05.2008

Skills

  • Networking capability
  • Multitasking capability
  • IT support knowledge
  • Performance metrics analysis
  • ITIL framework
  • Escalation handling expertise
  • Relationship building techniques
  • Constructive feedback
  • Performance monitoring methods
  • Technical support proficiency

Languages

Hindi
Fluent
English
Fluent

Certification

CCNA, MCITP, ITIL V4, AZ 104, AZ 400.

Timeline

Team leader - service delivery

CNS
02.2025 - Current

Team leader supervisor

Bahwan Cybertek
01.2022 - 01.2025

Technical support engineer

Intertec System
05.2013 - 12.2021

L2 desktop support engineer

Commit
02.2012 - 04.2013

L2 desktop engineer

Goip
09.2008 - 01.2012

Bachelor of Engineering - Computer Science

Amravati University
06.2004 - 05.2008

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Ajay GuptaTeam Leader - Service Delivery