James Peter
Service Desk Team Leader
Hyderabad
Summary
Dynamic leader with a proven track record at Diebold Nixdorf, enhancing team productivity and customer satisfaction through innovative solutions and effective team management. Skilled in escalation management and coaching, adept at fostering strong stakeholder relationships and optimizing operational efficiency. Excels in knowledge management and network support, driving significant improvements in service delivery. Innovative technology professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success.
Overview
13
13
years of professional experience
3
3
years of post-secondary education
2
2
Certifications
Work History
Service Desk Team Leader
Diebold Nixdorf
Hyderabad
03.2023 - Current
- Enhanced team productivity through effective delegation and prioritization of tasks.
- Established strong working relationships with key stakeholders to ensure seamless collaboration between departments.
- Implemented innovative solutions to address recurring issues, reducing the frequency of problem tickets.
- Managed daily operations of service desk, ensuring optimal allocation of resources and adherence to established protocols.
- Liaised with other IT teams during complex technical escalations, ensuring prompt resolutions while maintaining the highest level of customer satisfaction.
- Reduced response times for customer inquiries by optimizing the ticketing system.
- Participated in change management initiatives for IT systems upgrades or modifications, while minimizing disruption to users.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Monitored system performance to identify potential issues.
- Tested new software and hardware prior to deployment.
- Seeking to leverage leadership expertise in a dynamic and growth-oriented organization.
- Actively participated in cross-functional projects, contributing to overall company success
- Regularly reviewed team member performance, providing constructive feedback and recognition where appropriate
- Managed daily operations of service desk, ensuring optimal allocation of resources and adherence to established protocols
- Tested new software and hardware prior to deployment
- Dedicated and results-driven Team Manager with 1 Year 8 Months of experience in leading cross-functional teams to achieve organizational goals.
Lead Trainer
Diebold Nixdorf
Hyderabad
09.2015 - 03.2023
- Primary role was to learn, understand, and train the new staff for processing customer data - life (assurance) applications, quality checking - audit, and the point of contact for all new and existing staff on the process and also for the business area for the customer related queries.
- Was accredited by the Business area as a Quality Checker - Auditing for the whole team, and to handle all the high-value cases.
- Documenting the new process updates in the process manual.
- Being vigilant on process knowledge and sharing technical updates with the team whenever needed.
- Reporting the required updates and changes in Knowledge base articles. Contributing in technical and process solutions.
- Monitoring calls for the whole team and was also accredited as a Call Coach, developed and delivered process overview classroom training.
- Communicate regularly with key colleagues (Managers, Assistant Managers) through regular reporting, by email, phone, and occasional face-to-face meetings.
- Helping Operations in major transition of the company's processing software.
- Worked on transitioning 5 projects from 2019 to 2023, i.e. Barclays, Sainsbury, BOI, PTSB, and Middle East Banks.
- Selected training aids, demonstration models, computer tutorials and reference works to use in classroom
Technical Associate
Genpact Services
Hyderabad
03.2012 - 06.2014
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Increased efficiency by utilizing remote support tools to troubleshoot user issues effectively.
- Conducted periodic audits of IT assets as part of preventative maintenance efforts aimed at reducing system downtime due to hardware failures or software glitches.
- Engaged in user support interactions via telephone, chat, and email platforms.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Conduct security audits and implement security measures to protect against cyber threats.
Technical Associate
Wipro BPO
Hyderabad
05.2011 - 11.2011
- Developed comprehensive documentation for technical procedures, enhancing knowledge transfer among team members.
- Collaborated with cross-functional teams to develop and implement innovative technical solutions.
- Improved customer satisfaction by providing exceptional technical support and troubleshooting assistance.
- Maintained and deployed standardized software packages for deployment on company systems.
- Managed hardware inventory tracking system, monitoring deployed hardware and confirming proper hardware collection after use.
- Diagnosed and researched technical faults, escalating support issues when necessary.
- Led successful software deployments, minimizing disruptions to end-users during critical system upgrades.
Education
Bachelor of Science - Computer Science
Wesley Degree College
Hyderabad, India 03.2008 - 04.2011
Skills
Team Management
Certification
Microsoft Certified Professional (MCPD and MCTS)
Timeline
Service Desk Team Leader
Diebold Nixdorf
03.2023 - Current
Lead Trainer
Diebold Nixdorf
09.2015 - 03.2023
Technical Associate
Genpact Services
03.2012 - 06.2014
Technical Associate
Wipro BPO
05.2011 - 11.2011
Microsoft Certified .Net Framework 2.0 web
03-2011
Microsoft Certified Professional (MCPD and MCTS)
03-2010
Bachelor of Science - Computer Science
Wesley Degree College
03.2008 - 04.2011
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