Project Manager
CMS IT Services Pvt. Ltd.
Total years of experience :10 years, 8 Months
Spearhead the responsibility of conceptualizing, formulating, and implementing the strategic initiatives to align the programs and associated functions with the organization's mission and goals
Deliver complex IT projects while managing risk, road-mapping technology & directing strategy to drive new IT initiatives. Setting up the strategic direction of projects. Designing processes to address identified problems
Lead the full-program life cycle ownership: successful delivery, including full implementation from initiation to deployment for one major or several minor initiatives simultaneously
Draft business requirement document by translating business requirements into an IT understandable document by coordinating with all potential stakeholders, assessing risks, and formulating risk mitigation plans
Oversee the risk management involving mitigating and resolving the program risks and presenting them to the senior management to conceptualize the appropriate solutions and ensure seamless program functionality
Ensure scalability with growth, improvised productivity, curtailing revenue leakage, and enhanced capabilities by planning systems to automate problem-to-resolution processes
Liaise and communicate with the stakeholders to make communication easy and transparent regarding project issues and decisions on services. Producing accurate and timely reporting of program status throughout its life cycle
Reduced down the time to deliver services by an average of 17% by creating KPIs for the team to identify and improve inefficiencies
Served as the focal point to all the customers from 13 work centers and incorporating loop into incorporate services and customer feedback to improve the conversion rate by 27%
Render leadership and strategic direction to a team of 132 technical staff and 12 Team Leaders. Steering and coordinating a team of professionals with diverse talents and responsibilities. Ensuring goals are met in customer satisfaction, safety, quality, and team member performance
Determine roadblocks to secure most value of SCADA services by nurturing & managing direct rapport with customers
Delivered customer support specialists with technology, training and knowledge solutions to improve first response resolution rate by 25% and reduce contact rate by 11% by initiating large and multi-quarter projects.
Championed efforts in establishing the scalable infrastructure for the Customer Experience team to analyze the root cause of ticket volume and decrease daily ticket volume by 23%
Coordinated the accomplishment of 99.99% while ensuring no ticket breach (Response and Resolution)
Monitored and managed end-to-end delivery of programs and projects within scope, time and budget
Ensured that the company’s infrastructure and services were up and running, meeting predefined SLA
Coordinated execution of daily IT operations and service delivery and eradicated delegation of FCR calls to the team within SLAs
Devised and implemented infrastructure plans and capacity planning to meet business growth
Steered and completed the infrastructure projects and implemented the policy/rules defined and endorsed it to the team
Steered various activities, including scheduling, performance management, training, compensation, and associate development
Prepared and submitted major incident logs and processing incident reports to the upper management for review
Maintained uptime of Infra within SLA by commencing bridge calls and driving communication & team
Informed the critical incident and the impact and worked around to end user
Handled a whole gamut of functions, including problem management, escalation management, and end-user management
Significantly contributed to the planning, arranging, directing, and assessing of the IT and electronic data operations
Performed and provided a daily review on open \Pending tickets with the incident management team and ensured the team had minimum pending tickets as agreed in the incident management process and SLA
Meticulously led the RCA preparation and functioned on RCA with different stakeholders.
Reviewed and assessed the daily performance of incident management resources. Coaches, counsels, and disciplines employees. Ensuring zero tickets by the EOD with the SD team
Provided daily report review (Helpdesk & EU representative Performance, pending ticket, User feedback, CSAT & DSAT) and published with customer stakeholders. Encouraged and instructed team for ticket closer permanently to avoid repeat calls
Effectuated the disaster recovery and backup procedures and information security & control structures to preserve the assets
Piloted a team of 14 Desktop support engineers and 8 technical Helpdesk representatives
Utilized the Sapphire tool for handling and maintaining the latest patches and software distribution
Worked on the Automation tool (D-Matrix) to deliver L1 support on the D-Matrix server
Served an integral role in implementing and handling the Sapphire IMS tool - All module
Acted as a focal point for all end user escalations, Coordination with vendors on technical calls
Prioritized and imparted the training of L1 and L2 engineers on the latest software and troubleshooting techniques
Achieved customer delight, weekly associated with VIP and Manager Level users & delivered permanent resolution
Handled the core accountability of incident management - worked on escalated tickets & L1, and L2 unresolved ticket (End User Related). Authored scripts for software distribution, vulnerability management, and advanced malware protection
Actively involved in handling the active directory, and exchange server management (End user related)
Steered upgrade activities, i.e., OS upgrade and machine upgrade & reported to client stakeholders, and organized webcast.
Entrusted with the overall accountability of managing and advancing anti-virus protection
Coordinated the installation and configuration of Server OS and rendered L1 support
Rendered support for VIP users, including CEO, CIO, CFO, CISO, video conference, and telepresence
Planned, prioritized, and delivered L2 & L3 support, remote support, and coordination with a user and junior engineer (l1)
Steered and piloted the internet access for the LAN through proxy setting and proving L1 support on network devices, creating guest wi-fi users, and managing and maintaining the Guest Wi-Fi user list
Associated with the L1 & L2 Engineer for handling and maintaining SLA
Promptly addressed, handled escalations, and provided L3 support for L1 and L2 teams on unresolved issues.
Worked on the ticketing tool and delivered L1 support on the ticketing server (Ehelpline)
Utilized the automation tool (D-Matrix). Rendered L1 support on the D-Matrix server
System admin
Desktop Support Engineer
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