KRISHNEIL KUMAR
Punchbowl
Summary
Diligent worker with solid background in leading service desk teams. Successfully managed daily operations, improved response times, and enhanced user satisfaction. Demonstrated strong problem-solving abilities and effective communication skills to support team goals.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Service Desk Lead
CDC Data Centres
05.2023 - Current
- Led team in resolving complex technical issues, enhancing service desk efficiency and customer satisfaction.
- Developed and implemented streamlined ticketing processes, reducing resolution time and improving team productivity.
- Mentored junior staff on troubleshooting methodologies, fostering skill development and knowledge sharing within the team.
- Analyzed performance metrics to identify trends, driving strategic improvements in service delivery and support operations.
- Established training programs for new hires, ensuring seamless onboarding and adherence to best practices in service management.
- Collaborated with cross-functional teams to design solutions that addressed recurring technical challenges faced by users.
- Managed escalation procedures effectively, ensuring timely resolutions for high-priority incidents and minimizing downtime.
Service Desk Coordinator
CDC Data Centres
04.2022 - 05.2023
- Coordinated service desk operations, ensuring timely resolution of technical issues and customer inquiries.
- Implemented process improvements to enhance incident management and support ticket resolution times.
- Maintained documentation for knowledge base, enhancing resource accessibility for team members and clients.
- Managed the prioritization of service requests, ensuring timely completion of critical tasks.
- Cultivated a positive work environment that fostered collaboration among team members, leading to enhanced individual performance metrics.
- Established strong working relationships with vendors, streamlining the procurement process for required tools or equipment.
Security Control Room Operator
MSS Security
12.2020 - 03.2022
- Monitored surveillance systems to detect and respond to security incidents promptly.
- Coordinated communication between security personnel and emergency services during critical situations.
- Conducted regular inspections of facility access points, ensuring adherence to security protocols.
- Trained new operators on control room procedures and emergency response protocols.
- Analyzed incident reports to identify trends and improve operational efficiency within the control room.
Risk and Security Officer and Control Room Operator
Southern Cross Security Group
10.2017 - 11.2020
- Monitored premises to ensure safety and security compliance for personnel and property.
- Conducted regular patrols to identify and mitigate potential security threats.
- Responded effectively to incidents, coordinating with law enforcement when necessary.
- Implemented access control measures, managing entry points for authorized personnel only.
- Trained new security staff on protocols, emergency procedures, and customer service standards.
Education
Diploma Business Management -
Asset College RTO
01.2020
Certificate IV Work Health and Safety - undefined
Asset College RTO
01.2020
Certificate IV Security and Risk Management - undefined
Asset College RTO
01.2020
Certificate III Customer Engagement - undefined
Learning Sphere
01.2019
Certificate II and Certificate III Security Operations - undefined
Allies Security Services (RTO)
01.2017
Certificate III and IV Fitness - undefined
Randwick TAFE
01.2014
Skills
- Service desk operations
- Incident management
- Microsoft windows and office
- Excellent communication
- ITIL framework
- Escalation management
- SLA management
- Team management
- Reporting and analysis
- Service level agreements
- Teamwork and collaboration
- Verbal and written communication
Certification
- Valid Security License (1ABCEF) – November 2028 Expiry
- General Construction WHS Introduction (White Card)
Timeline
Service Desk Lead
CDC Data Centres
05.2023 - Current
Service Desk Coordinator
CDC Data Centres
04.2022 - 05.2023
Security Control Room Operator
MSS Security
12.2020 - 03.2022
Risk and Security Officer and Control Room Operator
Southern Cross Security Group
10.2017 - 11.2020
Certificate IV Work Health and Safety - undefined
Asset College RTO
Certificate IV Security and Risk Management - undefined
Asset College RTO
Certificate III Customer Engagement - undefined
Learning Sphere
Certificate II and Certificate III Security Operations - undefined
Allies Security Services (RTO)
Certificate III and IV Fitness - undefined
Randwick TAFE
Diploma Business Management -
Asset College RTO
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