Quality Manager
Microland
Total years of experience :20 years, 5 Months
Industry & Sector Experience
• ITIL & ISO 20K Implementation
• Continuous improvement using Lean & Six Sigma tools & Methodology
• Driving Cost, Compliance & Customer Satisfaction for a strategic business unit
Key Projects
• Implementation of ISO 20K
• Implementation of ITIL IM, PM & CM processes
• Drive Customer Satisfactions Survey
❖ Industry & Sector Experience
• Continuously involved in process improvements, using tools and techniques of lean six sigma and QwikSolver (Xerox Own Methodology) improvement methodologies
• Have devised innovative methods of problem solving by blending data, process and people power
• Always look for improvement opportunities and improve efficiency and effectiveness by re-engineering the processes
• Implemented Visual Metric Systems and Improved key process
❖ Key Projects
• Completed 5 Six Sigma GB projects $200, 000 USD
• Completed 150 Short term project, which is resulted saving of $250, 000 USD.
Employment Details
Industry & Sector Experience
• Provide Six Sigma methodology support & mentor Green Belt projects
• Identify potential projects on process improvements
• Develop and Deploy score cards as and when required
• Monitor operational Dashboards to identify risks and suggest remedial measures and kick start potential Quick Improvement through Six Sigma (or) LEAN projects
Key Projects
• Completed Six Sigma BB project “Incident reduction” and saved $90, 000 USD for customer
• Completed Six Sigma BB project “Improve Resolution time”
• Completed Six Sigma GB project “Improve Monthly Call Closure” and Improved monthly call closure from 78% to 95%
• Completed below framework using ITIL V3 to improve business goals and customer satisfaction
• CSAT Framework
• SLA Framework
• KPI Framework Incident management Framework
❖ Industry & Sector Experience
• Managed 25 Engineers team with 3000 plus internal users on 24/7 operation
• Daily, weekly & monthly SLA tracking and reporting back to MphasiS higher management
• Act as escalation manager throughout the process of restoring service during service outages
• Participates in change management, incident review, and root cause analysis
• Prepare MIS Report and present in front of customer on Monthly basis
• Ensured IT services are aligned with ITIL process & trained engineers on ITIL process
• Lead contributor for the company's IT Security Certification/Audit for ISO 27001 & ISO 20000
Industry & Sector Experience
• Installing and configuring add on cards and drivers
• Attending system calls like Windows 95, NT, 98, 2000 and Windows XP
• Installing configuring and managing windows 2000 server
• Installing and configuring shared, network printer and print server
• Installing and configuring Application like windows office XP and 2000
• Installing and managing McAfee antivirus
Bachelor of Science Guru Ghansi Das University Bilaspur 1996-1999 Mathematics, Physics & Chemistry
Higher Secondary Examination (10+2) Vidhya Dham Higher Secondary School 1994-1995 Mathematics, Physics & Chemistry