Lalit Kumar Gupta

Managing Operations and Delivery for Central, Eastern Europe and DACH
Managing Director & Management Board Member - Poland

Managing DACH & EE operations & Delivery. Member of Management board.

-Managing the team of 90+ people including 4 Managers and 6 leads on Service Desk and IT Operations environment.
-Managing a Shared Services environment for different customers such as BMW, Audi etc.
-Involved and working for new assignments and customers through out the process such as planning, transitions, Project Management, delivery and stablization.
-Ensuring the service and support to different customers and engagements.
-Ensuring the SLAs and KPIs are managed consitently with Managers.
-Setting the KPIs and Service Descriptions with new customers and assignments.
-Working with project team for ensuring the right cost module implementation for billing and proper invoicing.
-Populating invoices and revenues report for the GDC along with stake holders.
-Working with local support fuctions to ensure the Business continuty and improvements.
-Setting objectives, roles for managers and leads.
-Ensuring to build and enhancing relationships with Account Service Governance, Service Management centers and capabilities unit.
-Managing the group within budgetary constraints (e.g. Calls per day, Staff Utilisation, time to fix a problem).

•Worked as lead VIP support model on Helpdesk and also implemented TCO (total call ownership) on service desk.
•Worked to update process in knowledge base for the service desk also working for knowledge and Quality management for team and process.
•Worked with Blackberry exchange server and outlook support.
•Worked with Active directory and managing user’s account and permissions.
•Worked with blackberry enterprise server 4.1 version and managing stuff there, resolving email and
•Communication issues on the blackberry console.
•Troubleshooting Outlook client issues and also recognizing issues with exchange in 2003 environment.
•Need to maintain CSAT score for team and myself.
•Handling and providing level 2 support for different application in IT environment like VPN, Eroom etc.
•Worked with Active directory and windows mobile support as well.
•Need to maintain individual and team SLA like AHT, ASA, FCR and abandonment rate.
•Need to handle situation while a DR is going on.
•Providing and giving training to new hires for blackberry and Microsoft exchange environment.
•Also researching different issues with blackberry and exchange which can cause issues and outages and informing concern people about those.
•Was a part of one of the Blackberry server upgrade and went through different phases of the upgrade.
•Also initiating with service improvement plans and activities to increase efficiency and effectiveness of the
•Support and customer services.
•Also worked with different conferencing tools like live meeting, net meeting, Verizon net meeting etc.
•Work with remote management tools like SMS and need to do troubleshooting with remote connection.
•Also worked with different networking applications and tools such as VPN, Symm ip etc for accessing things remotely.

•Technical Support and customer services.
•Need to maintain CSAT score for team and myself.
•Need to maintain individual and team SLA like AHT, ASA, FCR and abandonment rate.
•Need to handle situation while a DR is going on.
•Giving training to new and old specialists as trainning plan.
•Also maintaining RPC (Revenue per call) as extra intiative for revenu generation.
•Invovled in Revenue genration team's activity to aware specialists about new products and opportunities.