Summary
Overview
Work history
Education
Skills
Websites
Affiliations
Accomplishments
Certification
Languages
Timeline
Generic

Gaurav Lakhera

London,United Kingdom

Summary

Accomplished professional with a strong foundation in project management excellence and quality assurance practices. Demonstrates a deep understanding of technological innovation and information systems, complemented by proficiency in the ITIL framework. Known for ethical judgement, professionalism, and exceptional customer service skills, with a focus on client satisfaction and team leadership. Adept at facilitating tech training and driving process improvement through operations analysis. Career goal includes leveraging multitasking capability and time efficiency to enhance organisational success.

Overview

8
8
years of professional experience
4
4
years of post-secondary education
1
1
Certification

Work history

IT analyst

Tullow Oil plc
Chiswick, Hounslow
10.2024 - Current
  • Collaborated with cross-functional teams for project success.
  • Assessed business needs, recommending suitable IT strategies accordingly.
  • Streamlined IT processes for enhanced system efficiency.
  • Analysed complex data sets, providing actionable insights.
  • Performed risk analyses before major IT undertakings to ensure minimal disruptions.
  • Resolved technical issues swiftly, enhancing user satisfaction.
  • Optimised hardware and software configurations for improved performance.
  • Led IT projects from conception to implementation successfully.
  • Facilitated system expansion, modification and updates.
  • Identified current inefficiencies and recommended changing functionality or behaviours to eliminate concerns.
  • Designed impressive solutions to overcome existing system challenges.
  • Partnered with users to understand and define system requirements.
  • Assessed processes, procedures and work practices for strengths and weaknesses.
  • Trained staff on new technologies, facilitating smooth transitions.

IT analyst

Shell UK
London, Waterloo
07.2024 - 09.2024
  • Streamlined IT processes for enhanced system efficiency.
  • Resolved technical issues swiftly, enhancing user satisfaction.
  • Optimised hardware and software configurations for improved performance.
  • Trained staff on new technologies, facilitating smooth transitions.
  • Collaborated with cross-functional teams for project success.
  • Assessed business needs, recommending suitable IT strategies accordingly.
  • Performed risk analyses before major IT undertakings to ensure minimal disruptions.
  • Conducted regular system audits for maintaining optimal performance levels.
  • Identified current inefficiencies and recommended changing functionality or behaviours to eliminate concerns.
  • Designed impressive solutions to overcome existing system challenges.
  • Modified current systems to enhance workflows and meet new needs.
  • Partnered with users to understand and define system requirements.
  • Consulted with users and management to formulate guiding principles.

Senior IT support engineer

Tata Consultancy Services
Delhi, India
07.2020 - 06.2024
  • Addressed technical queries promptly, guaranteeing user satisfaction and confidence in IT services provided.
  • Streamlined IT processes for enhanced productivity.
  • Led team meetings for improved communication and project coordination.
  • Supervised junior staff, enhancing their technical skills and knowledge.
  • Provided training sessions to staff, promoting proficient use of IT systems.
  • Delivered outstanding customer service with prompt issue resolution.
  • Facilitated software installation process resulting in smooth integration across all departments.
  • Ensured seamless system operations by providing expert technical support.
  • Installed new software for users and monitored version and patch update requirements.
  • Followed technical documentation for accurate installation, maintenance and repair work.
  • Answered user questions about hardware and software operation to help resolve problems.
  • Delivered reliable, high quality technical support to average of 35 users daily.
  • Completed investigations to check on reported errors, reproduce problems and trace faults.
  • Tested function of peripheral equipment and completed quality repairs.

Service desk agent

Tata Consultancy Services
Delhi, India
07.2017 - 06.2020
  • Improved customer satisfaction by providing effective service desk support.
  • Streamlined processes for better ticket management systems.
  • Provided comprehensive IT solutions, resulting in decreased downtime.
  • Analysed recurring issues, leading to proactive measures in preventing future occurrences.
  • Established clear communication channels between end users and IT department, ensuring smooth operations.
  • Triaged incoming requests, delivering timely responses according to priority levels.
  • Liaised closely with other IT teams to resolve complex issues efficiently.
  • Took ownership of personal queue, seeing issues through to resolution or escalation as appropriate.
  • Logged and followed-up on unresolved issues and edge cases not covered by internal resources.
  • Offered technical expertise to contribute to 2nd and 3rd line of support.
  • Provided testing and systems administration support as required by multi-disciplinary teams.
  • Acted as reliable Subject Matter Expert (SME) by providing prompt and accurate expertise to other support agents.

Education

Bachelor of computer application -

Institute of management studies
India
04.2007 - 03.2011

Skills

  • Multitasking capability
  • Technological innovation understanding
  • Quality assurance practices
  • Project management excellence
  • Information systems understanding
  • Ethical judgement and professionalism
  • Tech training facilitation
  • ITIL framework familiarity
  • Time efficiency
  • Customer Service
  • Client focus
  • Team Leadership
  • Interpersonal communication
  • Process Improvement
  • Microsoft Office Suite
  • Operations analysis

Websites

Affiliations

  • Cricket
  • Snooker
  • Movies
  • Traveling

Accomplishments

  • Best Team Award | 12-Mar-2025: Awarded for leadership and exemplary team performance.
  • Feedback Enthusiast Certificate | 25-Sep-2023: Recognized for fostering a culture of feedback and improvement within the team.
  • Feedback Enabler Certificate | 24-Sep-2023: Acknowledged for enabling and encouraging effective feedback mechanisms.
  • On The Spot Award: Awarded for effective leadership and problem resolution during critical incidents.

Certification

Growth & Transformation: Awareness E0 Proficiency (Version-1.0)

TCS Elevate Wings1 BFSI Platforms Process Curriculum (Version-1.0)

TCS Elevate Wings2 Advanced Tech Delivery Process Certification (Version-1.0)

Languages

English
Fluent
Hindi
Fluent

Timeline

IT analyst

Tullow Oil plc
10.2024 - Current

IT analyst

Shell UK
07.2024 - 09.2024

Senior IT support engineer

Tata Consultancy Services
07.2020 - 06.2024

Service desk agent

Tata Consultancy Services
07.2017 - 06.2020

Bachelor of computer application -

Institute of management studies
04.2007 - 03.2011

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Gaurav Lakhera