Gaurav Singh
Phone No: 09789899065

Career Objective

A challenging position in an organization, where a highly motivated and committed approach towards professional excellence needed.

Summary

Working with Siemens Informations systems Ltd as a Team Manager for Service Desk.
Worked with Wipro Technologies Chennai for Sr. Process Executive (English and German).
Worked with Akamai Technologies as Business Support Specialist for Northern and Central Europe, ensuring that the short as well as long term operational targets of the process are met within the specified requirements of the company.
A goal oriented professional with versatile experience of Operations Co-ordination and a proven record of accomplishments in Customer Service.
Advanced English/German language written and verbal skills.
An enthusiastic and innovative team player and a capable leader with excellent communication & interpersonal skills.
Positive attitude to learning & growth.

Educational Qualifications

2003 Bachelor of Information Technology, IGNOU, New Delhi
2003 Higher National Diploma (Computing and Multimedia) Edexcel U.K
2003 Completed 5 Semesters in German Language Max Mueller Bhawan, New Delhi
1999 Senior Secondary (C.B.S.E) Commerce Stream, DTEA School

Certifications

Attended a workshop in Information Technology supported by Hans-Siedel-Foundation and organized by FICCI (Federation of Indian Chambers of Commerce and Industries) 

Certification from Goethe Institute (Germany) for successfully completing (M-2) Zdfb.
(Authorize me to work as a German Language specialist)

Certification from IITTM (Indian Institute of Travel and Tourism Management) in German Language.

Certificates in telecom from Siemens information systems limited.

Professional Experience

Organization IBM Daksh Business Process Service Pvt Ltd, Gurgaon

Designation Senior Executive Operations (October 2003 – June 2006)

Job Profile

I was responsible for handling customers (Customer Care) from central European countries for client Amazon.de (Amazon) as well as basic trouble shooting. Another area of specialization was to work on escalated queries (Second tier escalation).

Awards and Achievements

Was adjudged the Most Valuable Player by Client Amazon.
Was adjudged the Best Employee for the last quarter October to December

Organization Akamai Technologies

Akamai is the global leader in distributed computing solutions and services, helping organizations grow their online businesses without growing their IT infrastructures. The company created the world's largest and most widely used on-demand distributed computing platform, with more than 20,000 servers in nearly 1,000 networks in 71 countries.

Designation Business Support Specialist (June 06 to Feb.07)

Job Profile

Joined Akamai Technologies NASDAQ (AKAM) as a Business Support Specialist for Northern (U.K. Ireland, Scotland Etc) and Central Europe (Germany, Austria, Switzerland Etc). My job responsibilities entailed replying to customer queries and helping Account Managers to off load most of the task. Other responsibilities entailed acting as a liaison between all departments like, Finance, Contract Management group, Customer Care and Account Management Team for Account related issues, ensuring timely and efficient response.

1) Invoice Review
2) On/Off Projects- (Site Analyzer and International Customer Campaign)
3) Usage Report
4) Business Analytics Report
5) Credit Request and follow-up
6) Provisioning and Deprovisioning of Services.
7) Project Management
8) Siebel ticketing system – Ownership of Tickets

Initiatives Taken

Was part of the International Customer Campaign which helps in Customer Relationship
Development.
Headed a Site Analyzer project (Performance Analytics), which aims to showed the detailed
Reports of there website’s performance.
Went to Germany (Munich), in order to transitioning and off loading some of the task and learn about best practices followed by Account Management and successfully implemented here in Akamai India Bangalore Office.
I was handed the charge of handling a team of New Hire’s. My core responsibility was to effect a smooth transitioning from training to nesting and attaining the ramp up.

Organization Wipro Technologies – Chennai (March-07 till Sep-07)

Working with Wipro Technologies – Chennai as Sr. Process executive (English and German).
Wipro Technologies is the No.1 provider of integrated business, technology and process solutions on a global delivery platform.
TUI AG (Touristik Union International) is a German based company. Until 2001 it was an industrial and transportation company named Preussag AG, which in the mid-1990s decided to reinvent itself as a tourism, shipping, and logistics company. It sold off many of its industrial concerns and purchased several major travel and transportation firms.
Today it is one of the world's largest tourist firms with interests across Europe. It owns travel agents, hotels, airlines, cruise ships, retail stores, and container ships. Major subsidiaries include TUI AG Airlines, the largest holiday fleet in Europe. Its common brand TUIfly encompasses 7 airlines. TUI AG is also one of the world's largest shipping companies, having its logistics activities bundled within Hapag-Lloyd AG and concentrated on the highly profitable shipping sector.
Some data of TUI:
approx. 3,500 travel agencies
79 tour operator in 18 countries
over 120 aircraft
37 incoming agencies in 31 countries
12 hotel brand in 28 countries with 285 hotels and around 163,000 beds
10 cruise liners
Part of a Incident Management Team.
Keep a track of tickets (SLA’s) and follow-up or escalate as and when required.

Organization Siemens Informations Systems Limited
Siemens AG is Europe's largest engineering conglomerate.[2] Siemens' international headquarters are located in Berlin and Munich, Germany. The company is a conglomerate of six major business divisions: Automation & Control, Power, Transportation, Medical, Information & Communication, and Lighting. Beginning from November 28, 2007, Siemens reorganizes it's operations in three Sectors Industry, Energy and Healthcare with a total of 15 Divisions. Worldwide, Siemens and its subsidiaries employ approximately 480,000 people in 190 countries and reported global sales of €87.325 billion in fiscal year 2006[1]. Siemens AG is listed on the Frankfurt Stock Exchange, and has been listed on the New York Stock Exchange since March 12, 2001.
Telcommunications
Telecommunication Service Platform, the TSP 7000
Gigaset, Home entertainment products, including Gigaset M740 AV, a set-top box to receive TDT and integrate it in a domestic network (using WLAN or cable), i.e. for home streaming media.
Hicom Trading E
Hicom 300
HiPath
HiQ 8000 Softswitch
HiE 9200 Softswitch
MSR32R
EWSD telephone exchanges
SPX 2000 small digital telephone exchange (rural)
Siemens Gigaset cordless telephones
Siemens Mobile Phones - divested to BenQ in 2005
Radio and core products for 2G and 3G Mobile Networks (GSM, UMTS, ...)
Working in Service Desk team as Team Lead to support troubleshooting (level-2) for Hi-Path (Switches) customers in Germany.

Went to Germany (Duesseldoerf and Munich), for training purposes relating to Telecom.

Interest’s

People Management, Listening to music, Traveling and interacting with people and knowing about new Cultures around the globe, Passion for Driving, Adventure Sports - Rafting, Chess.

Visa Details

Passport: B 17967xx
Valid Visa: 10 Yrs. B1/B2 Multiple Entry U.S

Personal Details

Date of Birth : 28th April, 1981
Language Proficiency : English, Hindi
Foreign language : German
Permanent Address : New-Delhi
Contact : : +91-9789899065
singhgaurav_2000@yahoo.com
singhgaurav2000@gmail.com

I hereby declare that all the information given above is true to the best of my knowledge & belief.

Gaurav Singh