Dinesh Kumar G

Lead - Customer Support at Freshworks Inc

• India - Chennai
• December 2021 to May 2023

Lead for SaaS product - Freshservice support for NorthAmerica Region
Assist high profile / Enterprise customers in automations
Provide assistance in proper usage of ITSM, ITOM tools 
Maintain SLA and KPI of the team in Chat, ticket and call support
Motivate the team and provide high value guidance in acheiving KPIs
Provide out of the box assistance to Enterprise customer in acheiving their needs through APIs
Acheived numerous spot awards and appreciations from clients and within the organisation
Received the best employee of the Quarter for Q4 2022

Technical Lead at Cognizant - India

• India - Chennai
• June 2018 to December 2021

 Provided regular training opportunities to keep Service Desk staff technologically up-to-date.
 Evaluated team-member technicalskills and provided corrections plans as needed.
 Performed quality evaluations of Service Desk services and designed programs for continuous service improvement
 Provided technicalexpertise to team when needed.
 Utilized Remote AccessandDeskServiceToolstoprovideon-sitetroubleshootingassistancefromdistantlocation
 Updatedhelpdeskmanualsandguidelinesastechnologyneedschangedwithnewsoftwareapplications.
 Handle Escalations, Manage Incident and Service Request for Service Desk
 PlayedMajorroleinOMNIChannelretailprocess(Paymentdevice, POS, Ring centralDeployment)
 Involved in Job scheduling, Monitoring and Management
Senior Analyst
 WorkedasaQueuemanagertoMonitorprogresstowardsSLA
 Excellence inITSM reportsandshowcasingServiceDeskstatisticsperiodicallytotheclient
 Expertise in ServiceNow Active Directory, Avaya CMS Supervisor and Altiris (Deployment console)

Technical Lead at Cognizant - India

• India - Chennai
• June 2018 to November 2021

Senior Analyst at HCL Technologies

• India - Chennai
• November 2016 to May 2018

Knowledge Manager for service Desk, Shift Lead, L2 Technical Support, Remote Desktop Support, Managing Ticket queues and auditing, Manage Escalations, Maintaining team SLA

Interface Analyst at Athena Health Technology

• India - Chennai
• April 2016 to September 2016

Network Monitoring, Migration Quality Analysis, Job creation and termination, Server Monitoring

Application Engineer at CSS CORP

• India
• March 2015 to March 2016

Technical support for Cisco Webex and Netgear