Kunal Mehta is seeking a position that offers professional growth while utilizing his skills in computer engineering, IT service management, and people management. He has over 9 years of experience in technical support roles for various organizations, currently serving as a Service Desk Shift Lead at TCS leading a team of 40 associates. He is ITIL certified and has experience planning service desk operations, conducting trainings, and ensuring SLAs are met.

1. Kunal N. Mehta
Email id : kn.mehta@tcs.com
Contact no: 09664259193
• Seeking a position to utilize my skills, knowledge and abilities that offers
professional growth while being resourceful, innovative and flexible.
• To dedicate myself as productive and innovative for the enlistment of the
organization.
B.E. (Bachelor of Computer Engg.), July 2008
• K.J.Somaiya Institute of Engineering and Information Technology, University of
Mumbai.
• Office suites : Microsoft Office 2003/2007/2010.
• Operating Systems : Windows XP/Vista /7
• Hardware : Basic Hardware Knowledge, Networking,
PC Assembling and Troubleshooting
• Certification : ITIL® Intermediate in IT Service Operation.
• ITIL SO certified.
• Team coordination and willingness to learn.
• Able to work under pressure of deadlines.
• Self-confidence and quick learner.
• Leadership, decision making and problem solving skills.
• People management
• Good problem solving ability and analytic skill to solve the problem efficiently
Current Organization : TCS Ltd.
Role : Service Desk Shift Lead
Duration : Jan 2014 to till date
Responsibilities:
• Leading a team of 40 associate for service desk support in multi client environment.
• Measure performance and productivity of service desk.
• Achieve target SLA for FCR.
• SD resource planning as per project requirement.
• Conduct induction and KSS for the new joiners in project.
• Review of SOP for new FCR and provide feedback.
WORK EXPERIENCE
PROFESSIONAL OBJECTIVE
ACADEMIC PROFILE
SOFTWARE PROFICIENCY
PROFESSIONAL SKILLS

2. • Review weekly and monthly status report.
• Identify service improvement areas.
• Live call barging to improve the quality of support.
• Review and measure the KPI (Key Performance Indicator) from CMS Avaya for
SD. such as, Average Speed of Answer, Average Hold time, CSAT, abandon calls,
Service Level, etc.
• Creation of Shift Roster based on client support window, available associate count
and pre-analysis of call and ticket flow.
SD Transition projects (As a team member)
• Onboard the new client SD from existing vendor to TCS.
• Prepare KT plan and take KT.
• Collect all AS-IS process SOP’s and validate.
• Provide KT (KSS) to TCS team for ongoing support.
• Acted as SPOC for the client for SD services.
• Ensure smooth SD service transition to TCS.
Previous Organization : CMS Info System Pvt Ltd.
Role : Technical Support Agent
Duration : Jan 2012 to Jan 2014
Job Profile:
Had been deputed by Novartis since 26th
Jan 2012 to 14th
Jan 2014.
Responsibilities
• Provided PAN India technical support to various departments of Novartis e.g.
Pharma, VnD, Animal Health, Clinical Research, Sales force, CnF (Credit and
Forwarding)
• Installation & troubleshoot of local printer and Network printer.
• Supported User management life cycle for the various department.
• Backup of all File Server (Differential and Normal Backup) and prepare report for
the same.
• Remote Installation of software’s using SCCM and fine tuning Desktops and
Laptops for optimum performance
• Troubleshooting of Hardware problems and OS related problem.
• Used remedy ticketing tool for Incident / SR / CR / knowledge management.
• End to end follow up with different vendor team (Exchange, BT, IBM Team) for
critical Network and Server related issue.
• Client SAP V7.10, 7.20 Configuration and user password management.
• Client VPN configuration and generate secure PKI certificate to user from public
network.
• Co-ordinate the MR (Marketing Representative) web based apps support with AMS
team.
• Basic SAP support for the billing issue for V&D department.
Projects at Novartis
• CONNECT MIGRATION: Executed migration for all desktops and laptops of
Windows 7 & Office 2010.

3. • LAN Technical Transmission : Perform as a tester role in LAN TT migration team
for the Head Office located in Worli Mumbai
• NAS Storage solution: Perform as a tester role in testing team after NAS
migration.
• Agora: Configuration of iPad with web based application for the sales team.
Application used for presentation and placing order for Dr./Hospital as per the
region wise role assigned to team.
• SAFECOM: End to end setup of Safecom security on all network printers.
Previous Organization : Shine Computers – IT Solution.
Role : Support Engineer
Duration : 7th
Feb 2011 till Jan 2012
Responsibilities:
• Provide after sales support of net protector antivirus product.
• Handled technical queries for Wi-Fi.
• Troubleshooting any reported problems.
• Field job – Installation of different software at client end, assembling new
machines.
• Level 1 and Level 2 technical support to troubleshoot and resolve hardware and
software issues.
Previous Organization : Khartoum Diplomatic School - Sudan
Role : Assistant System Administrator
Duration : January 2010 till December 2010
Responsibilities:
• Integrated new technologies into existing environments.
• Performed routine audits of systems and software.
• Performed system backups.
• Operating system updates, patches, and configuration changes.
• Installation and configuration new hardware and software.
• Adding, removing, or updating user account information, resetting passwords, etc.
• Sufficient tuning Desktops and Laptops for optimum performance.
• Ensure that the network infrastructure is up and running.
Previous Organization : Surya Trading Enterprise. - Sudan
Role : Desktop Engineer.
Duration : July 2009 till January 2010.
Responsibilities:
• Assist System administrator.
• Managed the backup of system.
• Maintain system and printers.
• Handled billing software for any issue.
• Participated in Government of Maharashtra Drawing Examination in 1998.
• Participated in Technical Events at K.J.somiya event’s
• Team Player in College Cricket Tournament
EXTRA-CURRICULAR ACTIVITIES

4. • Winner of Group Dance organized by TCS maître events – 2015.
• Runner up of Group Dance organized by TCS YP got talent events – 2015.