Gopal Pandey

I am a technically competent IT Global Technical Support Services Management Professional
offering invaluable experience of 12 years with core strengths in IT Operations, Technical
Support (L1/ L2/ L3), IT Support Services, IT Service Management, Client Relationship
Management and Team Management. Currently spearheading as Assistant Manager (Global
Technical Support) with FLIR, Faridabad, I am engaged in managing global teams to ensure
achievement of operational standards for service, productivity, quality and employee
engagement. I have mastered my abilities in coordinating global technical support operations −
identifying improvement areas, implementing adequate measures to maximize consumer
satisfaction and generating revenue for the company. Skilled in designing customized IT
solutions, I have garnered solid exposure in managing delivery frameworks and new technology
implementation projects for streamlining related activities. Adhering to all quality parameters
and procedures as per the norms, I have managed overall service delivery and SLA adherence
by setting plans for optimum productivity and meeting business objectives and vision.
Skilled in collaborating with global cross-functional teams & lending technical support for
creating a flawless Management System, I make constant endeavors to meet or exceed the
expectations and demands of the organization. I possess rich experience in driving initiatives
for business transformations while bridging the technical and business communities to optimize
processes. A CBI (Competency Based Interview) certified by Dell, I conduct interviews to hire
new talent apart from handling duties of an Operations Manager. Besides, I personally take
initiatives to ensure delivery of ultimate customer experience (UCE) for all operations. My
significant contribution in technology implementation and optimization within budget
constraints has rendered bottom line profitability under challenging business environments.
SKILLS
IT Technical Support IT Operations Management IT Service Management Incident
Management Process Mapping Client Management IT Infrastructure Management
Service Delivery Management Crisis Management Global Service Desk Process Reengineering
Problem Management Process Improvement Risk Management Business
Continuity Planning Escalation Management Training Team Management