Looking for a job

Kuljyot Singh

@kuljyotsingh

Knowledge Management SME at NCSI Technologies, moving enterprise knowledge to ServiceNow Knowledge Base with governance and version control.

India

Message

At NCSI Technologies Pvt. Ltd., I lead the design and governance of the Knowledge Management framework and develop its roadmap. I’m guiding the transition from manual repositories to ServiceNow Knowledge Base, with a focus on standardization and version control.

At HCL Technologies Pvt. Ltd., I maintained Global Service Desk knowledge articles and quality reporting, and conducted root cause analysis on escalations and DSAT feedback. I also facilitated QRL and UAT sessions for new hires.

At Mphasis India Pvt. Ltd., I supported banking professionals with incidents and service requests before moving into Quality Auditor responsibilities. I authored knowledge articles and analyzed audit and DSAT findings to recommend service improvements.

Experience

Work history, roles, and key accomplishments

Current

SME – Knowledge and Quality Management

Current

NCSI Technologies Pvt. Ltd.

Nov 2023 - Present (2 years 10 months)

Lead the design, implementation and governance of the Knowledge Management framework, establishing strategy and operating practices. Create and maintain enterprise knowledge assets, develop the KM roadmap, and oversee quality management initiatives.

Knowledge Management Knowledge Governance Knowledge Base Management ServiceNow Salesforce Knowledge Base Process Improvement Quality Management Training Stakeholder Management

Compliance Auditor

Paragon Global Talent Recruitments

Aug 2023 - Oct 2023 (2 months)

Conducted compliance and performance audits for remote teams, evaluating adherence to operational standards and data security protocols. Identified workflow gaps and provided recommendations to improve productivity and compliance.

Compliance Auditing Performance Auditing Operational Governance Process Improvement

Senior Analyst – Quality Assurance

HCL Technologies Pvt. Ltd.

Feb 2022 - Mar 2023 (1 year 1 month)

Served as the primary Quality Analyst for the Global Service Desk, supporting quality standards and operational performance. Developed and governed Knowledge Base articles, conducted root cause analysis, and facilitated training sessions.

Quality Assurance Quality Management Knowledge Base Management Root Cause Analysis DSAT Analysis Performance Improvement Plan (PIP)User Acceptance Testing Process documentation Dashboarding Reporting

Senior Technical Support Engineer / Quality Auditor

Mphasis India Pvt. Ltd.

Oct 2018 - Dec 2021 (3 years 2 months)

Delivered end-to-end IT support to banking professionals, resolving incidents and service requests. Promoted to Quality Auditor, auditing calls and incident records, conducting root cause analysis, and driving continuous improvement.

Technical Support Incident Management Service Request Management Cherwell Salesforce Service Cloud Quality Auditing Root Cause Analysis DSAT Analysis Knowledge Base Management Training

Senior Technical Support Executive

Cybage Software India Pvt. Ltd.

Sep 2014 - Jul 2018 (3 years 10 months)

Provided technical support and issue resolution, managing customer complaints, trouble tickets, escalations and priority incidents. Diagnosed hardware, software and connectivity issues and mentored new representatives.

Technical Support Troubleshooting Incident Management Escalation Management Hardware Support Anti Virus Installation POS Terminal Troubleshooting Training Mentorship

ISP Technical Support Agent

Concentrix Daksh

Mar 2012 - Sep 2014 (2 years 6 months)

Provided technical support for high-speed internet and software issues, analyzing end-user problems and delivering effective solutions. Managed trouble tickets, performed PC tune-ups, and mentored new hires.

Technical Support Troubleshooting Incident Management Escalation Management Remote Support Hardware Software Setup Training Mentorship