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Dimpy Sharma, Service Delivery Manager

Dimpy Sharma

Service Delivery Manager·CADD Emirates

United Arab Emirates

Bachelor's degree, Business Administration

Work experience

Total years of experience: 11 years, 7 months

Service Delivery Manager

February 2018 - February 2020

CADD Emirates

Dubai, United Arab Emirates

February 2018 - February 2020

20+ Members Team throughout different offices in UAE Region
Company industry:
IT Services
Job role:
Management

IT Lead / Manager

January 2017 - January 2018

Network Enhancers Pvt Ltd

Bengaluru, India

January 2017 - January 2018

Responsibility
Project Management, Resource Management, Training and Feedback
Company industry:
Software Development
Job role:
Information Technology

Tech Lead

January 2014 - March 2016

Intuit Technology Services Pvt. Ltd

January 2014 - March 2016

Company industry:
IT Services
Job role:
Information Technology

Analyst II

January 2014 - March 2016

Intuit Technology services Pvt.. Ltd

January 2014 - March 2016

15
Job role:
Information Technology

Senior Analyst

July 2012 - January 2014

EFI India Pvt. Ltd

July 2012 - January 2014

Teamware Solutions as Er. Enterprise Support. (Nov 11 - Jul 12
Company industry:
IT Services
Job role:
Accounting and Auditing

Senior Analyst

July 2012 - January 2014

EFI India Pvt. Ltd

July 2012 - January 2014

Team Size
8
Company industry:
IT Services
Job role:
Accounting and Auditing

SME / Trainer

November 2011 - July 2012

Arthur J Gallagher

India

November 2011 - July 2012

Wintel, VMware, Client System Hardware (Windows & Mac)
Responsibility
Project Management, Resource Management, Training and Feedback.
Company industry:
Insurance & TPA
Job role:
Support Services

Advance Resolution Expert

January 2007 - December 2010

Dell International Services Ind. Pvt. Ltd

January 2007 - December 2010

Major Projects Handled

P2V Migration of Servers.

NFS Migration of Storage.

Automation of Access provisioning and De-provision of tools on different platforms

Deployment of Printers and Print servers Pan APAC

Setup of Local server lab for various engineering projects

Standardisation and monitoring of Service desk operations Globally




Key Result Areas


Role Objective:
•Revenue and Margin tracking and Optimizations
•Introducing professional project management practices and streamlining the critical planning processes throughout the project life cycle
•Suggesting appropriate as well as technology-based testing solutions for enhancing functional efficiency of the organization and achieving business excellence
•Understanding and coordinating client’s needs / enhancements, customization of product accordingly and consult with technical team to provide solutions as per the delivery schedules
•Analysing business portfolio and designing performance dashboards and other business classification, selection and prioritization metrics
•Keeping the activities focused on the business change objectives by suggesting a framework for senior management to direct as well as manage the change process
•Holding review meetings to monitor progress of the project as per schedule / budgets, and ensuring timely completion and delivery of project to the client
Job role:
Support Services

Advance Resolution Expert

January 2007 - December 2010

Dell International Services Pvt. Ltd

Bengaluru, India

January 2007 - December 2010

15 - 20
Company industry:
IT Services
Job role:
Support Services

Service Delivery Manager

-

CADD Emirates

United Arab Emirates

-

UAE Operations).

Leading Team of 20+ Engineers for Managing Various Micro and Major Projects.

Procurement and deployment of hardware for IT.

Design and Implementation of Various solutions and Technologies.

Managing various projects (i.e: Printer Automation & Deployment, User Mobility, Servers deployment, etc)

Managing and maintaining AV setup, Local Server Lab and other IT infrastructure setup.
Company industry:
IT Services
Job role:
Management

Service Delivery Manager

-

-

Responsibility
Project Management, Resource Management, Project Design and Implementation, Training and Feedback.

•Managing a team of 20 members spread across UAE Region.
•Managing IT services and working with Stakeholders to provide end to end services to the users.
•Procurement of Hardware for stock fulfilment.
•Designing and Implementation of IT Infra based on Client request
•Managing Print services and Inventory management for the IT.
•Making sure all the AV is up and running all the times.
•Managing various events from IT prospective.
•Documentation, QC and process refinement as a constant effort to provide more efficient services.
•Taking training and feedback sessions of team on various technical aspects.
•Setting up process and procedure of new on-boarded projects.
•Weekly and bi-weekly meetings with the team to discuss various issues and opportunities.
•Identifying new scope for training and Implementation for team members
Job role:
Management

Tech Lead

-

-

Wintel, VMware, Server Hardware
Responsibility
Project Management, Resource Management, Training and Feedback.
Job role:
Information Technology

Senior Engineer

-

-

Wintel, VMware, Server Hardware
Responsibility
Windows and Mac Troubleshooting, Windows application Troubleshooting
Job role:
Engineering

Education

C V Raman University

December 2016

December 2016

Bachelor's degree, Business Administration

India

GPA (percentage): 69%

GPA (percentage): 69%

Bachelor in Business Administration

Bayt.com tests

IQ Test

Administrative and Support Service

Skills

Cloud Computing
Expert
Cloud Computing
Expert
IT Service Management
Expert
IT Service Management
Expert
IT Project Management
Expert
IT Project Management
Expert
IT Infrastructure
Expert
IT Infrastructure
Expert
Service Delivery
Expert
Service Delivery
Expert
AUTOMATION
Expert
AUTOMATION
Expert
BUDGETING
Expert
BUDGETING
Expert
CUSTOMER RELATIONS
Expert
CUSTOMER RELATIONS
Expert
DELIVERY
Expert
DELIVERY
Expert
DESIGN
Expert
DESIGN
Expert
EXECUTIVE MANAGEMENT
Expert
EXECUTIVE MANAGEMENT
Expert
FUNCTIONAL
Expert
FUNCTIONAL
Expert
MEETING FACILITATION
Expert
MEETING FACILITATION
Expert
MICROSOFT WINDOWS
Expert
MICROSOFT WINDOWS
Expert
PROJECT MANAGEMENT
Expert
PROJECT MANAGEMENT
Expert

Social profiles

Personal Website
Personal Website
linkedin.com/in/dimpysharma/

Languages

English

Expert

Hindi

Expert

Training and Certifications

Certifications
Vmware VCP
Feb 2014 - Feb 2016
ITIL V3 Foundation
May 2015
CSM Scrum Master
Dec 2017
Implementing Microsoft Azure
Feb 2018 - Feb 2020
AWS Architect
Jan 2018 - Jan 2020
Training
MSCITP
Microsoft Certificed IT Professional
Aug 2014

Hobbies and interests

Robotics

Building robots,