1. KuldeepSingh Bainsla
H.No-1538, E-block,
Sainik Colony, Sec-49,Faridabad,Haryana (121001)
Contact No: 9958164008;Email:kuldeepbainsla@gmail.com
ITIL foundation certified/ Service management/Quality Analyst/Program
management/People management
Offering 8 years of experience across Customer relationship management, Lync admin Technical Training and Process
Development
PROFILE
 Through Knowledge of incident, problem and change management.
 Quality SME of transition accounts.
 An accomplished and result oriented Team Leader & technical services professional with 2 years of
management experience with diverse roles in handling multiple programs.
 A keen planner and strategist with strongbackground in implementing process improvements and quality
initiatives for desired performance levels and resolving performance bottlenecks. Solutions oriented with
progressive experience in Training, focusing on curriculum design, training content and training
methodologies
 A target oriented individual with demonstrated skills in achieving the standard parameters in terms of
retaining team members, process comprehension and setting/ achieving efficiency targets for the trainees
 Outstandingmanagement skills with a focus on trainingtrainers in fast-paced,demandingenvironments;in
tune with the latest trends and techniques of the field, having an inborn aptitude to mentor
 Proven, strong Project & People management skills, proficient in managing widely -divergent,
simultaneously occurringtrainingassignmentswithin agreed cost /timelines,by usingstrongorganizational
skills, out-of-the-box thinking, and innovative problem solving abilities
 Ideal combination of technical and analytical skills; creativeproblem solver, able to think logically and pay
close attention todetail; proficient at gatheringtrainingrequirements and customizing trainingsolutions as
per need
 Proven trackrecord in team management to consistently raiseefficiency levels; a strongteam leader capable
of fostering an atmosphere that encourages highly talented professionals to balance high level skill with
maximum productivity
PROFESSIONAL EXPERIENCE
Sapient , Gurgaon 17th May 2016 to till
now
Handle Day to Day operation work and troubleshoot the Lync isues.Like Hunt group , SBC, sonus router
and all.
Lync Services:
 Migration of LYNC Server from older version to the new version.
(OCS 2007 R2 to LYNC 2010)
(LYNC 2010 to LYNC 2013)
 Implementation of Lync Server 2010/2013 in consolidated Configuration
 Implementation of Lync IM, Audio/Video & web conferencing server roles in a Pool.
 Experience integrating Lync with Call Control from Cisco and Polycom.
 Configured Certificates for Lync Server 2010/2013 deployment

2.  Implementation of Lync Director server role for SIP Authentication
 Implementation of Lync Access Edge server Role for federation.
 Deployed Mediation server for Lync Server 2010/2013 and configured telephony conferencing
 Involved in pre- pilot Phase to Final Signoff from the Customer for Lync Server 2010/2013 projects.
 Work with Microsoft if any Critical issue.
 Supporting complex issues and troubleshooting issues related Lync operation.
Wipro Ltd. Gurgaun 15th feb 2016- 13th may
2016
Client ST microelectronics ( Greater Noida )
Lync Services:
(OCS 2007 R2 to LYNC 2010)
(LYNC 2010 to LYNC 2013)
ficates for Lync Server 2010/2013 deployment
- pilot Phase to Final Signoff from the Customer for Lync Server 2010/2013 projects.
complex issues and troubleshooting issues related Lync operation.
HCL Comnet, Noida SEZ 126 Sept 11- feb2016
Currently working in Church and Dwight Project as L2 resource.
Project have on premises Enterprise Edition Lync Server 2010 infrastructure with 2500 Enterprise Voice users and 1500
Non-EV user.Company Church and Dwight have FE pool with collocated Mediation Server, Edge Server pool, Standalone
Monitoring and archiving roles (for QoS), mediation serverSBA, SBC, E.911 Service and AT&T as ITSP in infrastructure.
Activities and operations:
 Working on ADFS and Directory Sync configuration projects.
 Skilled at troubleshooting for complex information systems management.
 Experienced in Support, optimize and maintain Microsoft LYNC Server 2010/2013 infrastructure with high
availability

3.  Working on major RFS activities like DR implementation - configuring DR servers and making original
environment’s servers ready to communicate with DR setup.
 Automation of Lync tasks using shell commands
 Understanding of Unified Messaging.
 Decommissioning OCS 2007 R2 Lync 2010 servers.
 Server asset inventory management in case of server movement commissioned or decommissioned as
per the asset management process.
 Good knowledge on the working for SBS, SBA, Director Server etc.
 Sonus gateway implementation, configuration and troubleshooting
 SNOM PA1 device configuration
Lync Services:
 Migration of LYNC Server from older version to the new version.
(OCS 2007 R2 to LYNC 2010)
(LYNC 2010 to LYNC 2013)
 Implementation of Lync Server 2010/2013 in consolidated Configuration
 Implementation of Lync IM, Audio/Video & web conferencing server roles in a Pool.
 Experience integrating Lync with Call Control from Cisco and Polycom.
 Configured Certificates for Lync Server 2010/2013 deployment
 Implementation of Lync Director server role for SIP Authentication
 Implementation of Lync Access Edge server Role for federation.
 Deployed Mediation server for Lync Server 2010/2013 and configured telephony conferencing
 Involved in pre- pilot Phase to Final Signoff from the Customer for Lync Server 2010/2013 projects.
 Work with Microsoft if any Critical issue.
 Supporting complex issues and troubleshooting issues related Lync operation.
Directory Services
 Building 2008 Domain Controllers & Migration existing Resources from 2003 Domain to 2008 Domain
Controller, with existing rights & services
 Installation and configuration SSO, ADFS, Hybrid Server.
 Worked on Office365 federation with local AD.
 Account management. Troubleshooting user logon, site and services.
 System State backup of different Domain controllers
 Disaster recovery of active directory services. Restoration of user accounts etc.
 Troubleshooting issues like replication
 Commissioning of new AD servers within the existing domain.
 Worked extensively of Group Policy implementations.
Enhancement
 Plan and increase capacity for systems and communications to accommodate growth in a timely manner.
 Providing the permanent fix for the servers related to low disk space, memory utilization or high CPU
utilization
 Contribute to the ongoing development of technology infrastructure such that they develop in line with
company organizational, technical and commercial requirements.
 Plan for business continuity or disaster recovery, including Development, Operations, IT Security, and IT
Services & help desk, and mission critical applications

4. Technical Support
 Troubleshooting pertaining to Performance, Application Conflicts.
 Addressing queries regarding the Information System / Software & extending onsite support to the clients
including maintenance of hardware / software.
 Risk assessment of disaster. Co-ordination with branches for Back Out time period
 Day to day reporting on different activities. (Server downtime, antivirus report, daily call report)
 Supporting the tickets logged by Operators and providing the support in case of batch job failures
 Getting compliance with Service Level Agreements
 Proper follow up with the branch location teams for server related activities till closure.
Service Restoration Manager (Critical Incident Manager)
 Restoration of critical incident with in SLA.
 Responsible for End to end management of Incidents.
 Real Time & continuous follow-up with support teams for incident resolution.
 Managed and coordinated activities during overall ticket life cycle.
 Invoke Problem management for Critical Incidents.
 Develop Consolidated Action Plan.
 Review Effectiveness of Incident Recovery.
 Assemble Appropriate Parties.
 Establishing Customer communications
 Establishing IBM internal communications
 Communicate status and act as the central communication point
 Input into exit criteria creation
 Interlock with the TIM (Technical Incident Manager)
 Review recent change activity
 Issue Executive Alerts
 Escalating to appropriate authority
 Engagement of Third Parties
 Drive innovative and “out of the box” thinking within the technical teams
 Input into Major Incident Review
 Input into Major Incident Report
 Briefing the relevant parties
Change Manager
• Accountable for the complete process
• Responsible for ensuring that the Change Management process is being followed correctly
• Maintaining goals and objectives within the process
• Providing a fully functional Change Management process resulting in customer satisfaction
• Responsible for ensuring that resource has the required skill sets
• Follow Continuous Process Improvement on a regular basis
• Convenes and chairs CAB meetings
• Managing Urgent RFCs through the life cycle
• Approving and authorizing Urgent RFCs
• Analyzing Change records to determine any trends or apparent problems that occur
• Identifying and documenting changes that by-pass the Change Management process and provides
Information to the Change Process Owner to address compliance requirements
• Management Reporting – KPIs
• Assisting the Process Owner in identifying and prioritizing process improvements
• Ensuring adherence to the process
• Approve or reject applications for Standard Pre-Approved Changes (SPACs) after CAB review

5. • Conducting Post Implementation Reviews
• Approving acceptable changes endorsed by the CAB or Senior Management for Significant and
Major changes
• Initiating and facilitating Senior Management meetings for Major RFC reviews and endorsement
Developing an agenda for CAB meetings, decide attendees, then circulates RFCs for prior Consideration
• Documentation minutes of CAB meetings
• Issues and maintains Forward Schedule of Change (FSC)
• Conducting ongoing review of all RFC(s)
• Verifying initial prioritization of RFC(s)
• Verifying initial Change Category
• Verifying initial RFC Urgency
• Verifying completeness of RFC
• Identifying potential Urgent Changes and advises Change owner of Urgent Change process
• Approval of Significant and Major Changes
• Route Significant and Major Changes to CAB or Senior Management review
• In conjunction with Local Change Managers, authorizing approved RFCs
• Updating the Change log with all progress
• Reviewing implemented Changes to ensure they have met their objectives
• Reviewing Post Implementation Reviews within assigned areas to ensure completeness
• Reviewing outstanding RFCs awaiting consideration or awaiting action
Birlasoft India LTD (Noida sec 63), UP Feb 2008 to Sep-10 2012
Team Lead
 Owner of Incident Management process through the Incident life cycle.
 Spearheadingefforts across managinga team of professional as well as Recruited,hired,and trained technical
associates in accordance with process requirement
 Lead & monitor the performance of team members to ensure efficiency in operations and meeting of
individual & group OLAs and SLAs
 Designing, implementing and controllingprocesses for customer retention activities.Analyzingreasons for
Churn and ensuring corrective action in business processes wherever required
 Real Time & continuous follow-up with support teams for incident resolution.
 Managed and coordinated activities during overall ticket life cycle.
 Responsible for sending all Incident notifications as per agreed process.
 Monitoring serviceavailability and analyzing response and resolution times; Mean Time to Restore(MTTR)
 Proactive problem management, analysis of trends and inputs for service enhancement and service
improvements.
 Performing Root Cause analysis for problem tickets created
 Identify and implement strategies for building team effectiveness by promoting a spirit of cooperation
between team members
 Efficiently assurehighest standard of customer satisfaction and quality service; developed new policies and
procedures to improve based on customer feedback
 Conducting need analysis and come out with training plan for the teams plus responsible for maintaining
the Capacity of the team
 Identifying and motivating the TOP performers in the team
Achievements:
 Managed 2 Chat programs (North America and EMEA) with team sizeof55 people
 Achieved “MERITORRIUS MENTOR” award for thesecond quarter oftheyear 2010.
 Increased theprocess headcount todouble.
 Appreciated for Recruitingand trainingover 20 peoplefor theprocess.
 Reached and exceeded previously unattainablegoals.
 Attained minimum attrition rate.

6. 24th August 2007join Birlasoftasa Traineetillfeb 2008
Joined Birlasoft Academy for 3 months after than 6 months’ probation time than get permanentto
Birlsoft joined as software engg.
EDUCATIONAL DEVELOPMENT
Bachelor of Engineering 2006
B.E (Electronics & comm. Engineering) Dr. BR Ambedkar University Institute of Engineering, Agra.
Trainings Attended:
Completed Mainframe (COBOL, JCL, VSAM, DB2, CICS) training from Mapels ESM technologies
Extra Curricular Achievements:
 Achieved 3rd price in statelevel project competition held AT MIT ,Pune
 Member of Website designing committeein college
 Completed Project management Professional(PMP) trainingfrom Seed InfoTech
 ITIL V3 foundation certified.
Date of Birth: 30th Dec 1980
Language Proficiency: Hindi & English
Reference: AvailableOn Request