Keith Andrew Collins Helpdesk Operations


Profile Summary
·         With a career spanning over 10 years, I am constantly looking for new challenges in a competitive environment.

·         Excellent at leading teams for running successful operations, client facing roles & experience of developing SOPs for business excellence.

·         Expert in addressing operational issues, resolving performance issues and Knowledge management.

·         Increasing revenues, streamlining workflow and creating a team environment to increase productivity.

·         Expert in strategic planning, customer service, staff training, and mentoring.


Core Competencies
Ø  Overall Team Management to make sure all deliverables are met.

Ø  Manage new business migrations, project co-ordination & execution

Ø  Adept at developing long-term relations with customers and vendors

Ø  Effective individual contributor and team player

Ø  Able to prioritize tasks and workloads in order of importance.

Ø  Proven track record of delivering results within stipulated deadlines.



Area Sales Manager                                                                             January 2016 till date
Preferred Spares FZCO – Dubai, UAE


Ø  Prospecting new customers and markets by conducting market analysis, using business methods like cold calling, email and face to face meetings to increase company clientele and revenues

Ø  Developing and maintaining new and existing customer relationships

Ø  Liaising with the customer to ensure all deliverables come to a successful closure without any negative business impact

Ø  Managed logistics responsibilities which include Repackaging / Shipping, creation of shipping documents to ensure smooth and timely deliveries to the end customer

Ø  Maintained company IT related tasks. This includes maintenance of company website, managing ID accesses, mailbox management, hardware and software related issues for company systems

Ø  Responsible for maintaining inventory, reselling unsold / dead goods.


Service Desk Lead                                                                              February 2012 – October 2015
CGI Information Systems & Management, Bangalore, India


Ø  Responsible / accountable for Client management and governance of helpdesk operations

Ø  Single Point of Contact for LOB and other stakeholders towards disseminating status and act as an escalation point for resolving helpdesk related issues

Ø  Responsible for driving innovation including self-heal technology options, ensuring business partner satisfaction and customer service quality, maintaining relationships with line of business contacts

Ø  Responsible to keep management and stakeholders informed of the trends and patterns that will have an impact on business

Ø  Played a vital role in launching new products by working with the Service Delivery Management teams across the globe and ensuring seamless transition in all LOBs

Ø  Responsible for continuous improvement and contribute towards service delivery improvements

Ø  Participate in the Document Change Control Process

Ø  Manage IDs and access to client systems

Ø  Preparing daily workloads for staff & coordinating the daily allocation of work

Ø  Arranging & chairing weekly team meetings, focusing on targets & achievements

Ø  Involved in the recruitment of staff

Ø  Ensuring all administrative and IT records are accurately maintained in a timely manner

Ø  Providing prompt and accurate information on individual performances to improve goals

Ø  Coordinate with all stakeholders to ensure the Knowledge Base & BMC ticketing system is updated and operational at all time to ensure a continuous business flow without interruptions




Regional Sales Manager                                                                   August 2010 – July 2011
LeKtroniX India Pvt. Ltd, Bangalore, India


Ø  Prospecting new customers and markets

Ø  Managed an assigned geographic sales area to maximize sales revenues and meet corporate objectives

Ø  Maintaining and Developing existing customer / new customer relationships

Ø  Liaising with the customer to ensure all enquiries and issues come to a successful conclusion

Ø  Working alongside all departments in achieving optimum company performance

Ø  Proactively arranging collections of repair items, provide Marketing ideas and monthly sales reports

Advance Resolution Expert (Subject Matter Expert)                               April 2007 – June 2010
Dell International Services, Bangalore, India


Ø  Assisting technicians to resolve complex customer queries / concerns

Ø  Provide and review solutions to help update knowledge base

Ø  Assisted with sending out sales / performance reports for the teams on the floor

Ø  Provided Sales coaching to new hires in the process

Ø  Train new hires on product knowledge, telephone etiquette, etc.

Ø  Handled Escalation calls with 100% customer satisfaction

Ø  Played a vital role in setting up and stabilizing the out of warranty queue

Ø  Assisted the CEC (Customer Experience Coach) and the quality team for auditing calls and providing improvement feedback to technicians




Technical Support Executive                                                             October 2004 – February 2007
CLI3L (British Telecom Services) Bangalore, India


Ø  Handling Tech issue related calls and providing resolution

Ø  Been identified and selected for floor walking and assisting the new agents on the floor during A Bay

Ø  Have been rewarded for the best agent award in the campaign several times

Ø  Have been instrumental in training the new agents in the process and taking their responsibilities

Ø  Shouldered additional responsibility with team manager in respect to sending reports and handling the team with their Tech queries


Experience on Products and Tools
MS Office 2016: Advanced
Operating Systems (Windows XP – Windows 10):Advanced
Active directory:Intermediate
MAS – Mobile Access Services (Basic VPN/Broadband/Dialup/Routers):Advanced
Blackberry Enterprise Services:Advanced
Citrix Environment:Intermediate
BMC Remedy ticketing tool:Advanced
Avaya Phone Systems:Advanced
Blue Pumpkin software (Workforce Management Tool):Advanced


·         CGI – APEX ORION Award for Best Engagement team – FY 2014

·         CGI – APEX STAR Award – FY 2013

·         CGI – APEX CORONA Award – FY 2013

·         Dell – Certificate of Excellence for providing outstanding Customer Experience – FY 2008 – 2010 (Multiple)

·         Dell – Margin Star Award – FY 2010



Education & Certification


Bachelor in Commerce:                               Manav Bharti University, India (2014)

ITIL:                                                                       ITIL v3 Foundation (2014)


Personal Details

Date of Birth: 22/07/1986

Current Address: Dubai, UAE

Driving License: UAE & India

Nationality: Indian

Date: 20-01-2017

Place: Dubai

Keith Andrew Collins