Resume (Manoj Kumar)

Resume (Manoj Kumar)

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  MANOJ KUMAR G-216 Nearold check post Gazipur ▼ New Delhi-96 ▼ INDIA ▼ Ph:+919891996399 ▼ [email protected] Proven IT Professional with Experience in Management PROFILE SUMMARY  Experience in Service delivery, Projects Management, change management, Datacenter Management and client Management.  Information Technology Infrastructure Library (ITIL) and PMP Certified with Expertise in the area of Service Management, operations and Project Management.  Having successfully delivered in many leadership roles (Project Manager, Support/Delivery Manager, Account Manager) in challenging environments with multiple teams, now looking for a dedicated Project manager role.  Successful in meeting new technical challenges and finding solutions to meet the need of the Process.  10+ years of IT Service delivery experience with last 4 years focused on Project management  Worked on IT projects i.e. Application, Migration, New Installation, Decommissioning, Support/maintenance and Infrastructure. Performed various roles like Project manager, Service Delivery manager, Quality and Assurance Manager. PROFESSIONAL EXPERIENCE: May 2013 – Present: Chi Networks Pvt. Ltd Project & Service Delivery Manager, Chi Networks Pvt.Ltd (May 2013 till date) Responsibilities as Project Manager  Application, Migration, Installation, decommissioning and Infrastructure Project management.  Account level planning of Projects and Resources.  Budget planning and tracking.  Client coordination and management  Project plan creations using MPP and projects status reporting  Manage risks, monitor progress against schedule and WBS  Resource identification, Leveling and Loading. Work allocation and monitoring.  Ensuring Quality deliveries  Process improvement Responsibilities as Service Delivery Manager • To manage the Technical Service staff to ensure consistent and high quality service to the customer's end users in line with all SLAs • To maintain an effective and efficient Technical Service Desk tightly linked with customer business objectives. • To monitor Incident tickets and make sure proper escalations is followed and ticket is closed in desired SLA. • Ensure continuous improvement of services provided to customer end users. • Determining the productivity (efficiency and effectiveness) of all the team members. • Availability Management.
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  • Tracking daily/weekly/monthlySLA compliance, Identifying causes of SLA breaches and finding solution • Doing constant Meetings with Clients for service delivery satisfaction and try to improve the gaps in the processes. • Ensure implementation of BOP (Best Operating Practices) in the Service Desk for improved customer satisfaction • Inventory Management • Change Management • Incident Management August 2007 – May 2013: Prometric Testing Pvt. Ltd Team Lead Helpdesk & Project Coordinator for IIM Project (April 2011 till May 2013) Responsibilities as Project Coordinator • Create Plan to Setup Test center Lab across south India Region. • Hiring of Resources and training them for the project. Work allocation and monitoring. • Ensure Major Milestones are completed on time and communicate to all Stakeholders. • Human Resource Management and ensure Quality deliveries. • Manage risks, monitor progress against schedule and WBS • Project Status Reporting • Providing technical and functional directions to the team Responsibilities as Team Lead, (Prometric Testing Pvt Ltd) • Incident and Problem Management • Problem Prevention - Trend Analysis, Reporting • Compile, review and distribute information regarding reported infrastructure and application problems. • Regular and ad-hoc meeting reviewing issues with the Stake Holders • Managing SLA for the desk. • Monitoring through CMS to keep a real time check • Managing Team and achieving targets (AHT, CSI, Productivity, Quality) for individual and team level. • Weekly Team Performance Review held with the Management to track the performance and action plans implemented • Maintain customer satisfaction Index as per SLA • Hiring new people for the desk. • Handling escalations from clients. • Reviewing agent’s performance quarterly, half yearly and yearly. • Periodically reviewing the Operations’ processes • Identify and develop 2nd level management talent in the team to demonstrate commitment to succession planning and business continuity Helpdesk Analyst & Helpdesk Engineer, (Prometric Testing Pvt Ltd ) (August 2007 till April 2011) Responsibilities as Helpdesk Analyst:- • Taking front level call’s and Chat. • Troubleshoot the issues in Timely manner. • Maintain AHT, CSI, Productivity and Quality Score • Incident Management Responsibilities as Helpdesk Engineer:- • Handle all second level escalation Call’s and Chat.
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  • Maintain AHT,CSI, Productivity and Quality Score • Problem Management • Create new Knowledgebase Scripts and update existing one. September 2006 – August 2007: HCL Technologies ---------------------------------------------------------------------------------------------------------------------------------------- Sr. Technical Support Officer (September 2006 till August 2007) Responsibilities:- • Taking Front level calls • Troubleshooting with AT&T Internet Services(US Based Internet Service Provider) • Installing, configuring, implementing, maintaining and providing technical support • Determining and procuring the Hardware and software requirements and providing solutions and support. • Providing support to configure router like LINKSYS, D-LINK, NETGEAR. ---------------------------------------------------------------------------------------------------------------- ACADEMIC QUALIFICATION: ---------------------------------------------------------------------------------------------------------------- Commerce graduate 2 year diploma in pharmacy Senior Secondary: 2001 – 2002 School: Board/University: CBSE, DELHI, INDIA Matriculation: 1999 – 2000 School: Board/University: CBSE, DELHI, INDIA --------------------------------------------------------------------------------------------------- PROFESSIONAL QUALIFICATION: ----------------------------------------------------------------------------------------------------------- • 2007 Microsoft Certified System Engineer (MCSE) (ID: 5673185) • ITIL V3 Foundation (2012) • PMP Certified (2016) • PMI ID: 4556779 • PMP ® #1942682 -------------------------------------------------------------------------------------------------- SKILLS IN COMPUTERS: ----------------------------------------------------------------------------------------------------------- Operating Systems: Windows 9x, Windows NT, 2000, Windows XP, windows server 2003. Reimaging station using Symantec ghost CD, Virtualization windows 2008 R2, Xen server. Work on Juniper SSG5 Routers, Netgear , Biometrics COMPETENCIES:
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   Analytical &Problem solving skills  Self-motivated  Communication & Interpersonal skills  Customer oriented  Team player, networking & partnership  Target oriented --------------------------------------------------------------------------------------------------------- PERSONAL DETAILS: ------------------------------------------------------------------------------------------------------------------------------ NAME : Manoj Kumar FATHER’S NAME : Chanchal Singh DATE OF BIRTH : 3RD April 1985 PERMANENT ADDRESS : G-216 near old check post Gazipur, New Delhi-110096 INDIA CORRESPONDENCE ADDRESS: G-216 near old check post Gazipur, New Delhi-110096 INDIA CONTACT PHONE NO. : +919891996399 E-MAIL_ID : [email protected] Date: Place: (MANOJ KUMAR)