Gyan Singh

Skills:Active Directory Administration (User Access, Group Policies, Password Policies) • Antivirus & Endpoint Security Management• Firewall Configuration, Rules & Monitoring• IT Asset Management & Inventory Control• Server Migration & System Upgrades• IT Service Delivery & Uptime Monitoring• Compliance & Security• Microsoft Compliance & Licensing• IT Security Policies Implementation• ISO 27001 Awareness & OPS Licensing• Incident & Risk Management• Surveillance Systems (CCTV / Biometric)• Contact Centre & Dialer Operations• Dialer Management & Predictive Dialing• CRM, IVR & Telephony Integration• Reliability & Call Flow Optimization• ARP Migration & Monitoring• Management & Coordination• Team Support & Supervision• Vendor Coordination & AMC Handling• Change Requests & Project Support• Weekly/Monthly Reporting & Documentation• SLA Monitoring & Escalation Handling• Business & Operational Support• RFP / Tender Documentation Support• Cost Analysis & Procurement Assistance• ERP & Process Improvement Support• Disaster Recovery & Business Continuity Coordination

Skills:New Product Quality Testing & Validation before Commercial Launch • Hands-on Testing of Android & Windows Tablets, Telecom Devices & Related Hardware • Conducted Functional, Compatibility & Reliability Testing in PTPL QA Lab as well as External Certified Labs • Pre-Sales Technical Evaluation to ensure performance, customer compliance & industry standards • Full-cycle Product Testing (Hardware + Software) as per client requirements before final delivery • Technical Support across India, including extensive tours to resolve escalated field complaints • Designed & Delivered Operational and Technical Training programs for Internal Teams, Service Engineers & Newly Onboarded Staff • Customer Training on Product Features, Usage, Troubleshooting & Adoption of New Telecom Standards & Technologies • Supported AMC & Maintenance Operations, including Service Billing & Payment Collection • Collaborated with R&D and QA Teams to analyze field feedback, improve product design, reduce defects and enhance reliability • Worked closely with Product Management for continuous improvements, compliance checks, and smooth market rollout

Skills:Testing and Feedback of Android Tablets before Market Launch • New Product Quality Testing & Validation before Commercial Release • End-to-End Product Testing (Hardware & Software) as per Customer Requirements • Pre-Sales Device Testing to Ensure Performance, Reliability & Compliance • Product Testing at PTPL QA Lab and Other Certified Testing Labs • Making Test Cases, Test Scenarios & Bug Reports • Operational & Technical Training for Internal Teams, Service Engineers & Newly Onboarded Staff Across India • Customer Training on Product Features, Usage, Troubleshooting & Adoption of New Telecom Standards & Technologies • On-Site Client Training for Running & Upcoming Telecom Standards • Nationwide Technical Support & Field Complaint Resolution through Extensive Travel • Collection of Payments for Maintenance Work, Services & AMC • Collaboration with R&D, QA & Product Management Teams to Improve Product Quality, Reduce Defects & Ensure Smooth Market Rollout

Providing First-Level and Escalation Helpdesk Support for End Users • Responding to Technical Issues Related to Windows, Linux, and Network Systems • Troubleshooting Hardware, Software, and Peripheral Devices Including PCs, Laptops, Printers, and Scanners • Managing User Accounts, Active Directory Access, Password Resets, and Permissions • Monitoring and Resolving Network Connectivity Issues Including VPN, LAN/WAN, and Wi-Fi Problems • Installing, Configuring, and Maintaining Software Applications as per Organizational Standards • Logging and Tracking Incidents in Ticketing Systems to Ensure Timely Resolution • Providing Remote and On-Site Support to Employees Across Multiple Locations • Collaborating with IT Teams and Vendors to Resolve Complex Technical Issues • Conducting Knowledge Base Documentation and User Training Sessions for Common IT Problems • Ensuring SLA Compliance and High Customer Satisfaction for All Helpdesk Services

Providing Technical Support for Motorola CDMA Handsets Supplied via Reliance Infocomm Across PAN India Locations • Troubleshooting and Resolving Hardware, Software, and Firmware Issues on CDMA Devices • Conducting Field Testing, Diagnostics, and Quality Checks to Ensure Device Performance and Reliability • Coordinating with Service Centers, Field Engineers, and Clients to Address Escalated Technical Issues • Monitoring Device Performance Metrics and Collecting Feedback from Field Teams to Improve Product Quality • Preparing Technical Documentation, Test Reports, and Knowledge Base Articles for Reference • Supporting Deployment and Rollout of New Handsets and Firmware Updates Across Multiple Regions • Providing Training and Technical Guidance to Field Service Engineers and Customer Support Teams • Collaborating with R&D and QA Teams to Identify, Report, and Resolve Product Defects • Ensuring Timely Resolution of Issues to Maintain Customer Satisfaction and Service Uptime