Resume Blaster: RBID - 01220314 - Profile of Meenakshi Singh, MBA (Marketing & IT) Graduate with 4+ year of relevant experience

Resume Blaster: RBID - 01220314 - Profile of Meenakshi Singh, MBA (Marketing & IT) Graduate with 4+ year of relevant experience

Meenakshi Singh

Mumbai

Cell: request contact 

Email: reachmeenakshi@gmail.com

SUMMARY

Versatile and decisive Marketing professional with more than 4 years of work experience in Client Management, Marketing B2B and B2C services, Brand Management, Project Management, BTL activities etc. Skilled at handling high pressure situations, mentoring younger professionals in the company, out-of-box thinking for various situations and scenarios

HIGHLIGHTS 

• Experience on handling huge and complex data sets
• Using financial modeling & tools such as ALM, PAS etc.
• Providing analytics based advisory services
• Hands on experience in using Bloomberg Professional and Thomson One Analytics tools
• Key Account and Client Management
• Organizing Workshops, Seminars & Trade shows
• Competitive analysis
• Innovative
• Deadline-driven
• Enthusiastic team player
• Decisive
• Self-directed
• Customer service-oriented
• Excellent written and verbal communicator

EXPERIENCE

DEPUTY MANAGER – MARKETING, Jun 2013 to Feb 2014

AARTI INDUSTRIES LIMITED – Mumbai, Maharashtra

Job Description:

Generating business intelligence through data analytics for decision making of Aarti Industries

• Gathering and collating various data sets such as company’s - Financial, production, raw material, inventory and delivery data
• Performing analysis on above mentioned data sets collected through SAP and Collabera in order to generate tactical and strategic insights for company’s production planning and forecasting
• Evaluation of ROI and profit-loss projections on month-on-month/quarterly basis
• Helping product team to carry out effective budget planning by providing them insights from financial data analysis
• Carrying out weekly and monthly presentation to the management - Detailing company’s current position in various departments such as production, sales, inventory etc. to help them taking informed decisions 

Recreating the brand strategy for Aarti Industries 

• Partnered with internal stake holders to define marketing and branding initiatives of Aarti Industries
• Worked with internal team to develop company logo, color schemes, brochures and credential presentations for external as well as internal usage for the company
• Managed both inbound and outbound marketing campaigns to create brand awareness
• Analyzed performance of all marketing programs  to identify the best opportunities for optimization
• Driving the social media initiative by editing or reworking on the content getting displayed on various Social media sites like Facebook, LinkedIn etc.

Key Project undertaken: Performed Customer Credit Analysis for Aarti Industries to streamline their current Credit policies 

• Collated customer credit data using SAP and Collabera
• Additionally, spoken to sales and account management team to explore the softer credit nuances regarding each client to make credit data robust
• Analyzed the collated data to identify any
• Transactional patterns
• Credit history pattern
• Product or seasonal pattern
• Accordingly provided suitable recommendations and remarks for the most optimum credit policy decisions with respect to each product line and client segment. 

ASST. MANAGER – HNI PORTFOLIO MANAGEMENT, October 2012 to Jun 2013

CITIBANK N.A. – Mumbai, Maharashtra, India

Job Description: Providing Investment management services for High Net worth Individual clients of Citibank NA

• Understanding clients’ current portfolio for their future investment needs using Citibank investment tools
• Assessing clients’ current financial standing and measure their risk taking abilities and accordingly manage their portfolio. 

Client Management

• Conduct various Events so as to promote the "Citigold" as a brand among the High Net Worth Individuals as well as Small & Medium Scale Industries for New Target Audience and Target Penetration.
• Address customer questions and concerns regarding products, prices and availability.
• Led sales calls with team members to establish sales and customer retention goals.
• Maintained friendly and professional customer interactions.

ASSOCIATE – PORTFOLIO ADVISORY & INVESTMENT MANAGEMENT, Jun 2009 to Jul 2012

DARASHAW & CO. PVT. LTD. – Mumbai, Maharashtra, India

Job Description: 

Providing Portfolio Analysis based Advisory Services for Fortune 500 companies.

Tools used à ALM, PAS, Bloomberg Professional and Thomson One Analytics

• Understanding clients’ current portfolio for their future investment needs using in-house financial tool ‘PAS’ (Portfolio Analysis System).
• Carrying out ‘ALM’ (Asset Liability Management study) to understand clients’ current financial standing and measure their risk taking ability.
• Using ‘Thomson One Analytics’ and ‘Bloomberg Professional’ to carry out financial and market data analysis of various investment avenues for clients
• Carrying out various benchmarking processes such as Yield analysis, ROI (Return on Investment), risk analysis, credit analysis etc. to prepare monthly updates, newsletters and brochures for our existing as well as prospective clients
• Giving quarterly/biannual presentations to the top management of our core client base to showcase the progression of their respective portfolios and investments.

Client Management

• Meeting and imparting knowledge to C-level professionals regarding the investment products present in the capital markets and advice regarding the best avenue currently present to go for to invest.
• Performed various activities such as Trustee Workshops and Mutual Fund Conferences to increase client awareness regarding the current market trends.
• Maintaining good rapport and relationship with clients & deliver Value Added Solutions to the customer.
• Understand each client and anticipate their needs, analyze their potential and hence offer them a customized solution other than that of the traditional products. 

SUMMER INTERN – May 2008 to Jun 2008

TITAN INDUSTRIES LIMITED – Mumbai, Maharashtra, India

• To suggest and implement BTLs (Below-the-line) Marketing ‘Brand Awareness’ and ‘Consumer Connect’ activities for the Titan Retail outlets based on the primary and secondary research in the catchment areas of Thane on behalf of Titan Industries Ltd.
• Conducting surveys through quantitative questionnaires and face to face interviews amongst the residents of the catchment area to check ;
• Awareness vis-à-vis Titan outlet in the area;
• Amongst aware check – Sources of awareness, level of awareness;
• Amongst aware and user – Check their experience vis-à-vis the merchandise, services, offers available in the outlet
• Identifying any emerging need gaps vis-à-vis the Titan outlet in the area and its awareness
• And making recommendations to Titan Industries in the same respect
• Helping Titan outlet personnel to carry out various BTL activities like Society Exhibitions, SMS Campaigns, etc. effectively in the catchment area
• Carrying out research on other marketing and promotion options available to Titan

EDUCATIONAL BACKGROUND

MBA: Marketing & IT, 2009

BALAJI INSTITUTE OF MANAGEMENT & HUMAN RESOURCE DEVELOPMENT – Pune, Maharashtra, India

• Minor in Information Technology
• Completed the program with Distinction (75.24%)
• Cultural Coordinator of Drishti - The College Festival
• Won Inter-college Fashion Show
• Won various Inter-college competitions

BACHELOR OF ENGG. Chemical, 2006

S.S. JONDHALE COLLEGE OF ENGINEERING – Mumbai University, Mumbai, Maharashtra, India

• Passed with First Class in B.E. (60.33%)
• Completed the 6 - month project on weedicide named 2,4 – D 

CERTIFICATIONS & LANGUAGES

November 2012: Advisor
Organization: Citibank N.A.
Award: 1137144
Mumbai, Maharashtra, India

November 2012: AMFI - Mutual Fund Advisor
Organization: AMFI
Award: E029050
Mumbai, Maharashtra, India

Hindi – Native

English – Fluent

Marathi – Fluent

German – Beginner

HOBBIES & INTERESTS 

• Participated and Won the Inter-College Fashion Show Award and Inter-College Festival
• Won the Personality Contest at Graduation Level.
• Participated in various extra-curricular activities
• Aerobics
• Reading
• Listening to Music 

PERSONAL DETAILS

Year of Birth: 1984

Marital Status: Married

Nationality: Indian

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Resume Blaster: RBID - 01200314 - Profile of Kalaiyarasan, B.E. (Computer Science) Graduate with 8+ years of relevant industry experience.

Resume Blaster: RBID - 01200314 - Profile of Kalaiyarasan, B.E. (Computer Science) Graduate with 8+ years of relevant industry experience.

Kalaiyarasan C

Chennai

Email: ckalaiyarasan@gmail.com

Contact No: 9884699486

Career Objective

To work in a leading edge organization that Recognizes and Values Individual Contribution and which provide Opportunities for Continuous learning & Advancement in work that offers Professional growth while being resourceful, innovative and flexible.

Educational Qualification

• Bachelor of Engineering in Computer Science

Certifications

• IBM Certified Lotus Notes and Domino 8 System Administrator
• Microsoft Certified Professional (MCP) in Windows XP.

Experience Summary: 

• Eight years in the IT industry in System Integration and Technical Support.
• Possess 5 year of extensive industry experience in Lotus Domino Server & Windows 2003/2008 Server.
• System Administration in Win-NT, Win-2000, WIN-XP and WIN-2003/2008 Network Environments.

Technical Skills:

• Operating System:   Windows 98, 2000, XP, Red hat Linux and windows 7/8
• Servers:   Windows Server 2008\2003\2000 & RHEL 5
• Messaging Systems:   Lotus notes and Domino server
• Network Technologies:   LAN,WAN,WiFi and TCP/IP

Professional Experience:

KSK Mahanadi Power Company Limited through Immunity networks, Chennai from April 2011 to till date.

Roles & Responsibilities:

• Managing more than 100 desktops, laptops, servers, printers and check point firewall.
• Installation & maintaining of DELL PCs and attending day-to-day user's problem calls.
• Installation & maintaining of HP Proliant server DL180 G6.
• Migration of windows server 2003 to windows server 2008.
• Installation and updating of Desktop operating system and other software.
• Troubleshooting of operating systems (Windows 98, XP, 2000, 2003, 2008 and Windows 7/8).
• System backup and restore in windows server 2003 and windows server 2008.
• Installing, configuring, and troubleshooting in IBM Domino server 8.5
• Installing, configuring and troubleshooting in Exchange server 2007.
• Install, Configure & maintain e-mail client Lotus notes / MS Outlook / Outlook express.
• Installing, configuring, and troubleshooting in RAID
• Installation and Configuration of ADS & Managing Active Directory Users and Groups.
• Installation and Configuration of DHCP Server and Client.
• Installation and Configuration of DNS, IIS and FTP.
• Network installation, configuration and troubleshooting.
• Maintains inventory of PC equipment with Asset Executive.
• Installation, Configuration, Troubleshooting of Local and Network Printers, Scanners.
• Installation of Various software’s and application for the user's need. 

Quadsel systems pvt ltd, Chennai from February 2010 to March 2011.

Roles & Responsibilities:

• Managing more than 200 desktops, laptops, servers and printers.
• Installation & maintaining of HP PCs and attending day-to-day user's problem calls.
• Installation and updating of Desktop operating system and other software.
• Troubleshooting of operating systems (Windows 98, XP, 2000, 2003, 2008 and Windows 7).
• Installing, configuring, and troubleshooting in IBM Domino server 8.5.
• Installing, configuring and troubleshooting in Exchange server 2003.
• Install, configure & maintain e-mail client Lotus notes / Outlook / Outlook express.
• Installing, configuring and troubleshooting in RAID.
• System backup and restore in windows 2003 and windows 2008.
• Installation and configuration of ADS & Managing Active Directory Users and Groups.
• Installation and configuration of DHCP Server and Client.
• Installation and configuration of DNS, IIS and FTP.
• Network installation, configuration and troubleshooting.
• Maintains inventory of PC equipment with Asset Executive.
• Installation, configuration, Troubleshooting of Local and Network Printers, Scanners.
• Installation, configuration, Troubleshooting of Symantec Antivirus.
• Installation of Various software’s and application for the user's need.

Indian Oil Corporation Ltd through CMS, Chennai from January 2009 to January 2010

Roles & Responsibilities:

• Managing more than 200 desktops, laptops, servers and printers.
• Installation & maintaining of WIPRO PCs and attending day-to-day user's problem calls.
• Installation and updating of Desktop operating system and other software.
• Troubleshooting of operating systems (Windows 98, XP, 2000, 2003, 2008 and Windows 7).
• Installing, configuring, and troubleshooting in IBM Domino server 8.5.
• Installing, configuring and troubleshooting in Exchange server 2003.
• Install, Configure & maintain e-mail client Lotus notes / MS Outlook / Outlook express.
• Installation and Configuration of ADS & Managing Active Directory Users and Groups.
• Installation and Configuration of DHCP Server and Client.
• Installation and Configuration of DNS, IIS and FTP.
• Installing, configuring and troubleshooting in RAID
• Network installation, configuration and troubleshooting.
• Maintains inventory of PC equipment with Asset Executive.
• Installation, Configuration, Troubleshooting of Local and Network Printers, Scanners.
• Installation, Configuration, Troubleshooting of Symantec Antivirus.
• Installation of Various software’s and application for the user's need. 

Hard net computers, trichy from August 2006 to December 2008.

Roles & Responsibilities:

• System Assembling and disassembling
• Installing and troubleshooting windows 98,XP,2000 and 2003 operating system
• Installation, Configuration, Troubleshooting of Local and Network Printers, Scanners
• Installation, Configuration, Troubleshooting of Anti Virus
• Installation of Various software’s and application for the user's need
• Implementation and Administration of DHCP, DNS, ADS,IIS and FTP
• Troubleshooting of LAN 

BHEL (Bharat Heavy Electricals Ltd), Trichy from July 2005 to July 2006.        

Roles & Responsibilities: 

• System Assembling and disassembling
• Installing and troubleshooting windows 98,XP,2000 and 2003 operating systems
• Installation, Configuration, Troubleshooting of Local and Network Printers, Scanners
• Installation, Configuration, Troubleshooting of Anti-Virus
• Installation of Various software’s and application for the user's need
• Troubleshooting of LAN

Personal Profile:

 

Nationality: Indian                    

Marital status: Married

Language Known:  English, Tamil

DO NOT USE OR QUOTE ANY OF THE INFORMATION IN ANY FORMS WITHOUT WRITTEN APPROVAL FROM Resume Blaster.   For more information on this profile, do reach out Resume Blaster

Resume Blaster: RBID: 01130214 - Profile of Sunil Kumar RV, ITIL certified professional with 12+ years of experience and a Msc (I.T) Graduate

Resume Blaster: RBID: 01130214 - Profile of Sunil Kumar RV, ITIL certified professional with 12+ years of experience and a Msc (I.T) Graduate.



SUNIL KUMAR R V
CHENNAI
+91 96000 96383, sunilkumar.ravindran28@gmail.com

Objective:
To work in an ethical and thought provoking environment which demands the fullest and variant use of my knowledge thereby paving way for my individual growth, teams progress along with the advancement of the firm.

Professional Summary

• ITIL certified professional with 12 plus years of experience in IT Infrastructure, Operations and Project Management. Effective coach and trainer with the ability to motivate and organize diversified teams. Maintain continuous alignment of program scope with strategic business objectives, making recommendations to modify and improve the program when necessary. Creative problem solving and time management skills coupled with outstanding interpersonal skills facilitate tangible and seen results.
• Presently working with Maersk Global Services, Chennai, as Process Manager.
• Adroit in directing overall programs of the organization, inclusive of formulation of strategies, planning for achieving targets, and achieving all round business growth, using IT as a strategic platform.
• Adept in managing cross-functional project teams, resource allocation and deployment, coordination & interactions with the project team and other stakeholders; proficient in providing timely and cost-effective integrated technology solutions.  
• An effective communicator with exceptional relationship management skills with the ability to relate to people at any level of business and management and significant experience working with steering committees and other project managers.
• Experience in Project, Vendor, People and Operations Management. Adept knowledge in core ITIL processes like Service Desk, Incident, Problem, Change, Availability, Access, Release and Capacity management.
• A good analytical mind with willingness and ability to quickly learn and adapt.

Professional Experience:

Maersk Global services, Chennai, India
From: March 2011 to till Date

Role: Process Manager - DC Operations
Project/Team: Data Centre Operations

Organization:  AP Moller Maersk 
Team Size: 12 + Virtual Teams at Vendor place
Department: SDM - Service Delivery Management

Company Profile:
The A.P. Moller - Maersk Group is a worldwide conglomerate. We operate in 130 countries and have a workforce of over 108,000 employees and still growing. In addition to owning one of the world’s largest shipping companies, we’re involved in a wide range of activities in the energy, logistics, retail and manufacturing industries. Being a Shipping company, Maersk has outsourced the IT requirements to vendors IBM & HP.

Responsibilities:
As Process manager, I manage the day to day operations of off shored Data Center Operations team in Chennai reporting directly to Head of Data Center Operations. Also, performing the admin activities required by Global Service Centers (GSC) and cooperation with various other teams under Maersk Line (MLIT). Reviewing the project and implementing the best practices of the ITIL with vendors IBM & HP and ensuring excellent delivery at all times is my tasks. 

Project Responsibilities:

• Handling Strategic projects based on the requirements and MLIT standards
• Responsible for managing the overall project
• Responsible for accomplishing the project objectives within the constraints of the project
• Responsible for the outcome (success or failure) of the project
• Responsible for planning, controlling and monitoring, and also managing and directing the assigned project resources to best meet project objectives.
• Responsible to control and monitor “triple constraints” - project scope, time and cost (quality also) - in managing competing project requirements.
• Responsible to collect metrics data (such as baseline, actual values for costs, schedule, work in progress, and work completed) & reports on project progress and other project specific information to stakeholders
• Responsible for identifying, monitoring and responding to risk
• Responsible for delivering the project’s objectives within scope, schedule, cost, and quality to the project stakeholders

Operations Responsibilities:

• Managing the day to day operations of core ITIL processes Service Desk, Incident, Problem, Change, Availability, Access, Release and Capacity management.
• Managing the Service level management KPI’s and reports for all the ITIL processes handled by vendors. 
• Handling escalations from both business and vendors
• Monitoring the vendor performance and highlight the areas of improvement
• Producing customer reports for various business units within the organization
• Managing the communication to all stake holders on all major IT operations related activities like Major changes, Releases, Change freeze, Network freeze etc.
• Revalidate and redesign the ITIL processes outsourced to vendors
• Evaluate and redesign reports that should be produced by each process
• Define and agree new KPI’s for each process
• Streamlining and standardizing the high level process and control mechanism
• Define reports/output to be produced as part of service delivery
• Implementing reports/output models for each ITIL process
• Preparing SOP’s (Standard Operating Procedures) for each process
• Publishing the reports in Share point
• Overall responsible for operational activities from vendors IBM & HP

Cherrytec Intelisolve Limited, Chennai, India
From: October 2010 to March 2011

Role: Associate Manager
Project/Team: Infrastructure Management Services

Organization: Cherrytec Intelisolve Limited
Team Size: 22
Department: Infrastructure Management Services

Company Profile:
Cherrytec an IT Infrastructure company provides guaranteed solutions to deploy, monitor, manage, re-design and effectively leverage IT assets of large and medium scale enterprises, ensuring better ROI and better quality of service to our clients. Cherrytec gives the clients the most advanced IT capabilities while enabling them to focus their resources on more strategic issues. Our Clients were SPIC, TPL, MPL, TAC, Chiptest

Responsibilities:
As an Associate Manager - IMS, I used manage a team size of 22 engineers, expert in applications development and infrastructure support

• Designing the infrastructure with ITIL guidelines
• Implemented Helpdesk software (Sys Aid) to monitor the reports
• Responsible for monitoring the reports to improve the services and conducting weekly reviews with the respective teams
• Working with the problem management team to create a database of known errors and making them available to the Incident control & Service desk teams to reduce the incidents
• Coordinating with the problem management team to find definite solutions which can then be implemented as a change by liaising with the Change Management
• Hiring new recruits and train them accordingly and assign them to the most appropriate team as per their performance
• Building the clientele with the services offered
• Presentations provided to the new clients

WNS Global Services, Chennai, India
From: April 2007 to September 2010

Role: Technical Analyst
Project/Team: Remote Desktop

Organization: AVIVA Global Services
Team Size: 18
Department: UKITS - RD

Company Profile:
WNS (Holdings) Limited, is a leading global business process outsourcing company. WNS offers business values to 200+clents globally by combining operational excellence with deep domain expertise. WNS delivers an entire spectrum of business process outsourcing services such as finance and accounting, customer care, technology solutions. WNS has 23000+ professionals across 25 delivery centers worldwide. I was working for the client AVIA.

AVIVA-UK is UK’s leading insurance company in both life and general insurance. AVIVA-UK has more than 60,000 employees working all over UK and few centers in offshore. There are more than 40,000 desktops and 15,000 laptops and over 2000+ applications used by AVIVA-UK employees. Desktop Services as a team is responsible for maintenance of these desktops, laptop, applications and solving queries / incidents with high severity and priority.

Responsibilities:

• Handling IT queries and issues based on the severity and priority.
• Ensure that the ITIL framework guidelines are followed properly.
• Prioritize workflow during peak times and handling escalations from other support teams quickly, effectively and efficiently.
• Instrumental in exploring quick fixes.
• Monitoring the status and progress toward resolution of all open incidents.
• Lead a team of new hires and provided constructive feedbacks on their progress towards the process.
• Maintain new hires performance related data, analyze and create action plan to enhance the performance in liaison with the manager.  
• Maintaining healthy relationship with the user’s, support engineers of other teams our onshore colleagues
• Detecting potential trends and liaising with problem management where applicable
• Creating a database of updates and fixes and sharing with the entire team both offshore and onshore.

Slash Support India Pvt. Ltd (Presently CSS), Chennai, India
From: February 2006 to April 2007

Role: Application Engineer
Project/Team: Linksys

Organization: Slash Support India Pvt. Ltd
Team Size: 12
Department: Linksys

Company Profile:
CSS Corp is a global information and communications technology company with an impeccable record for designing, developing, deploying and managing end-to-end IT and network services., CSS Corp provides a truly impressive range of quality services that focus on delivering strategic value and operational efficiency for its customers.CSS Corp proudly works with some of the world's best known customer and partner brands. I was part of Linksys Project.

Linksys, A division of CISCO Systems is the recognized global leader in VOIP, Wireless and Ethernet networking. Based in Irvine, California, Linksys specializes in products and solutions that provide effortless and economical sharing of broadband internet connection, files, printers etc. Linksys Routers are the perfect solutions for newly established small business network. The heart of network, Linksys routers connects wireless or wired Ethernet devices to the network, to communicate as well as connecting several computers securely to the internet using a single broadband connection

Responsibilities:

• Handling technical queries 
• Train the new team members about the product and the process
• Prepared & maintained all the reports pertaining to the team (KRA – Key Result Area Metrics)
• Coordinator for the Team and the Team Lead (SPOC – Single Point Of Contact)

Bargain Computer Trading Est, Dubai, United Arab Emirates
From: January 2002 to January 2006

Role: Test Engineer
Project/Team: Application Testing

Organization: Bargain Computer Trading
Team Size: 12
Department:Point of Sale (POS) systems

Company Profile:
Bargain Computers is one of the dealers dealing with HP & DELL products like Monitors, Laptops, PC’s, Printers, and Accessories. Later, they came up with the development of software like POS (Point of Sale) for restaurants; they also had a testing team to test these products before their launch in to the market.

Hospitality point of sale systems has revolutionized the restaurant industry. This is particularly found in fast food service and sales centers. A number of restaurant chains employ systems which use computer networks. They will connect to a server, often referred to as a "store controller" or a "central control unit." Printers and monitors are also found on the network. Additionally, remote servers will connect to store networks and monitor sales and other store data. The efficiency of such systems have decreased service times and increased efficiency of orders.

Responsibilities:

• Analysis of the Project requirements provided by the clients
• Writing Test Scenarios and System Test case and Test case Review
• Doing System, Functional and Regression testing 
• Coordinating User Acceptance Testing 
• Recreating the issue when the issue comes from the customer and analyzing the source for the same and entering into the Bug tracking tool

Professional Achievements:

• Received Kings award multiple times at Aviva for performance
• Chosen Leader of the quarter at Maersk Global Services

Certifications:

• ITIL V3 Foundation Certified

Education :

• 2007 - M.Sc (Information Technology)Correspondence, Annamalai University, Chidambaram, Tamil Nadu
• 2000 – B.Sc (Maths Statistics, Computer Science), Osmania University, Hyderabad, Andhra Pradesh
• 1997 – Higher Secondary Education, Keshav Memorial Junior College, Hyderabad, Andhra Pradesh
• 1995 – Secondary School Certificate, Railway Mixed High School, Hyderabad, Andhra Pradesh

DO NOT USE OR QUOTE ANY OF THE INFORMATION IN ANY FORMS WITHOUT WRITTEN APPROVAL FROM Resume Blaster.   For more information on this profile, do reach out Resume Blaster 

Resume Blaster: Profile of Amit Mahale an 5+ years experience professional with ITIL Certification

Resume Blaster: Profile of Amit Mahale an 5+ years experience professional with ITIL Certification.

Amit Mahale                                                  ITIL CertifiedV3 (EXIN)

Professional Profile:-

The Service Desk Team Lead’s role is to oversee a group of Service Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Service Desk functions. The Service Desk Team Lead will also contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level.

1) Incident Management                                     2) Change Management
3) Asset Management                                         4) Service Desk Management                   

5) Client Relations                                               6) Project Management

7) Team Management                                          8) Vendor Management

9) Project Planning                                              10) Project Coordination

KPIs &  Key Tasks:-

Incident and Problem management:-

• Responsibilities for ensuring Client problems are resolved effectively, with minimum disruption to the Client.
• Responsible for ensuring progression of all incidents/ problems/ change according to specific SLA. Escalation of the problems occurred to the senior management.  
• Responsible for Service Management (a blend of Situation, Problem, and Incident & Change management). Developed modules & action plans for teams to eliminate mistakes this role involves not only reviewing problems but identifying process improvements, ensuring that correct RCAs have been performed across the problem records for severity 1 and severity 2 incidents.
• Following ITIL practices; possess high level of experience in customer support capacity. Possess certain set of skills and technical expertise, with abilities that enable a quick response to incidents, ability to perform and analyse tasks, as well as to communicate effectively with constituency and other external contacts.
• Operations Managements; Formulating & implementing procedures for daily operations and internal reporting systems for monitoring productivity. Managing MIS to top management and conducing auditing of various works done on the production Floor on a daily basis. Handling internal adjustment on the production floor for the new joiners. 
• Process Transition/ Enhancement; Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximise customer satisfaction level.
• Creating & implementing workflows to facilitate structured support in all areas and issues. Sending reports to top management and maintaining agreed SLA & thereby focusing on maximizing Customer Experience with the target of Zero Executive Escalation. 
• Quality Management; Ensuring a high-quality customer experience, analysing CSAT (Customer Satisfaction), elevating customer satisfaction, while adhering to the SLAs. Setting out quality standards for operational areas and ensuring adherence to quality standards. Monitoring agent calls, analysing performance and providing valuable feedback as well as charting out plans for improvement in quality. 
• Team Management; Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members. Planning targets, monitoring them and ensuring achievement of overall targets on a daily, weekly & monthly basis. Creating and sustaining an environment that fosters development opportunities and motivates high performance through effective management. 
• Training & Development; Conceptualizing & developing need based training modules for developing multi skilled work force for cross utilization within sub processes for optimum efficiency. Arranging Refresher Training for teams (Based on QA reports, QA feedback, live monitoring). Reviewing, evaluating and updating Product training modules as needed, and communicating the changes to the business owner. 
• Managing Service Operations with focus on achieving the pre-defined targets.
• Adhering to service procedures for optimising operational effectiveness of the products for the customers.
• Performing troubleshooting to determine cause & recommending corrective actions.
• Handling service delivery functions, to ensure end-to-end ownership of incidents and service requests. 
• Result driven with exceptional practical judgement & with details skills developing process improvement, risk management & team management.
• Assisting in the creation of documentation and enforcement of product and performance standards.
• Strange operational process improvement background through effective cost reduction, tactical planning, productivity gain.
• Supervising all Client reports and internal management reports (including Service Performance Review, Balanced Scorecard, Customer Satisfaction Survey, etc).
• Involved in real time administration of various queues, designing models for attrition control, SLA reporting & volume arrival analysis
• Taking continuous improvement initiatives ensuring the operation meets the KPIs as set out in the SLA. .
• Seeking opportunities to improve services within own area of responsibility
• Identifying training needs and ensuring agents are provided with appropriate developmental programs.
• Helping the representatives to meet their individual targets by training, call calibrations, monitoring & regular feedbacks. 
• Motivating agents for current level position as well as grooming them for next level. 
• Attend and provide updates on all the issues on the Customer Daily Availability call. 
• Ensure that the correct Technical teams are engaged and proper focus is paid to outages and recovery. Identifying levels of IT Service availability for use in Service Level Reviews with Customers. IT Infrastructure Capacity Planning in co-ordination with the client. 

Working as PMO:-

KPIs &  Key Tasks:-

• Assist and advise leaders, managers, and teams to the best use of project management disciplines and approaches within a fast-paced, high tech environment 
• Maintain processes to ensure project management documentation, reports and plans are relevant, accurate and complete 
• Track and report on project portfolio performance, providing a real-time, comprehensive, and prioritized view of all projects 
• Assist in managing enterprise level resource allocation, including adjustments based on emerging business or technical opportunities and challenges
• Assist with establishing PMO stakeholder management plan and implementation of the communication framework
• Working in a Project Office under the management of PMO Senior Analyst 
• Providing basic guidance on individual project proposals. 
• Successful administration of project management framework, processes, and tools
• Support the creation and improvement of processes, procedures, and tools
• Effective tracking and communication of project status and metrics
• Working knowledge of a range of diagnostic Utilities, including Network Monitoring Systems, Active Directory Tools, etc.
• Demonstrated progressive / 3 years’ experience in the management of a technical support team.
• Proven track record of developing and providing Service Level Agreements and Service Desk deliverables.
• knowledge of project management Understanding of the principles and frameworks of successful project management from a support perspective
• Understanding of project delivery and acceptance processes within a fast-paced business environment
• Demonstrated capability for problem solving, decision making, sound judgment, assertiveness
• Excellent oral and written communication skills as well as excellent presentation skills with ability to conduct presentations comfortably to large group’s Strong relationship building and interpersonal skills.

Professinal Experience:-

Currently working with System plus As Service desk Consultant from Jan-2013 to till date.

Green Networks (Network Infrastructure Company) Service desk team lead & Senior Analyst PMO:-Jan 2010 to July-2013.(Leading Team of 10 SD Members)

Promoted to Team lead position after one year of employment (2011)

Ocean Techno solutions. (Network Infrastructure Company):-Jan2009-2010(1Year)  L1 & L2 Service Desk Associates.

Technical Skill:-

Operating Systems	Windows 2000/2003/2008/XP/VISTA/Windows 7
Software	MS Office 2003/2007 & other software installations.
Networking	MS-Visio Networking designing.
Project management	Preparing the Project doc, Initiating the Project executions.
Outlook	2007/2010 setup
Resource Management	Resource utilization, Team management.

Key Achievements:-

• Reduced user call-back rate by 20% through accurate assessment of root causes of technical issues and consistent implementation of appropriate solutions
• Recording and tracking service requests, including incidents, until closure & verification with the user.
• Requesting incident classification and initial support, including forwarding to Second level, within Service Level Agreements (SLA).
• Involved in the recruitment of new staff. Praise team members and creates a positive working environment.
• Ensuring all administrative and IT records are entered and updated correctly. Providing prompt and accurate information on individual performance.
• Providing management information regarding the ongoing projects and recommendations for service improvement.
• Outperformed peers by maintaining outstanding record of technical support service, resolving 95% of all trouble tickets without escalation to senior support specialists.
• Substantially increasedsecurity and performance of systems by initiating installation of new anti-virus software and critical operating system updates

Personal Characteristics

• Strong customer service orientation.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong interpersonal and oral communication skills.
• Skilled at working within a team-oriented, collaborative environment.
• Ability to present ideas and solutions in business-friendly and user-friendly language.
• Ability to conduct research into e-mail software issues and products as required.
• Highly self-motivated and directed.

  

Relevant Training and Certifications

• ITIL Exin (V3) certified.
• Diploma in Computer Hardware and Maintenance
• Diploma in Certificate in Information Technology
• Maharashtra State Certification in Information Technology.

E DUCATI ON & TRAINING:-

• BCA(TILAK MAHARASHTRA UNIVERSITY) (2012)
• MBA (IT) Pursing: - Bharati University (2^nd  Year)

Passport no:-J6270763

Personal Details:-

Gender: - Male                                                               Marital Status:-Married

Email-Id:- Amitm830@Gmail.Com

Cell No:-9767749724

Language Known:-

English, Hindi, Marathi (Read And Write)                                                     

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