1. R E S U M E
MandeepSingh Mokha
A-406, Angel Mercury
Ahinsa Khand 2, Indirapuram
Ghaziabad -201014
Mobile no.: +91-8826800887 (Noida)
Email: - singhmand@gmail.com
Objective:
To absorb a challenging position in an organization, where I can get the opportunity to contribute my
skills and strengths in adherence with company's vision and mission
Current Organization: HCL TECHNOLOGIES LTD, NOIDA
Tenure: Since, April 29, 2013
Total and Relevant Experience – 11 Years
My Work Specification: MANAGER (SERVICE DELIVERY, ITSM, Automation)
Visa Availability: Schengen Visa, Canadian Work Permit
Certified/ Trained/ Exposure: - ITIL V3, Prince2, LEAN IT Framework, Time & Material
Methodology, Co-Sourcing Model, Waterfall Framework, Managed Services Concepts, P&L
Concepts.
Clients I Managed
• Merck (Pharmaceutical Domain, USA Client)
• Deutsche Bank (Banking Domain, European Client)
• DNB Bank (Banking Domain, European Client)
• Bharti Airtel (Telecommunication Domain, Indian Client)
• Rogers Communication (Telecommunication Domain, Canadian Giant)
• Electrolux India (Electronics Domain, European Client)
Delivery Management
My primary roles and responsibilities in BAU are based on Process, Datacenter &
Computing:
• Managing P&L of Project
• Onsite and Offshore Management
• ITSM Deployment/ Implementation

2. • Automation Deployment/ Implementation
• Managing Process Team (ITIL Team)
• Active Directory Management
• Wintel Management
• SCCM Team
• VMware Team
• Citrix Team
• Global Account Management (GAM)
• Workstation Team/ Remote Desktop Support (RDS) Management
• Service Desk Support
• Hands & Feet Support (Onsite)
Roles and Responsibilities:
- Single point of contact for between Clients and Delivery Team
- Perform into Resource Management, Quality Management, Communication
Management, Risk Management, Budget Management
- ITSM deployment in new projects
- Client Relationship Management
- Contract Management, Billing and Procurement
- Develop, plan and manage budgets for all aspects of the clients service delivery under the
contracted terms
- Produce and Publish reports on the SLA’s and KPI’s used to measure the service & 24x7
Operations Management,
- Forecast costs and timescales for additional resource against new or additional scope
- Business Kick-off Meeting for Pre-Sales and Transitioning
 Client Meetings
 Client Calls
- Working on complete life cycle of Project Management and Delivery Management,
- Good hold in ITIL V3,
- Good hold on Lean IT Framework,
- Good Hold on Prince 2
- Basic understanding of Time & Material Methodology,
- Understanding of CoSo model,
- Understanding on Managed Service concept,
- Understanding of Waterfall Model Framework,
- Preparing Business Case Studies,
- Preparing Dashboard based on Team productivity, Projects and RFS,
- Weekly analyses of SLA reports,
- Weekly analyses of Team productivity,
- Preparing SWOT analyses report,
- Preparing Competence Plan of Teams,
- Preparing Project plan, Resource Plan and Communication plan, Quality plan,
- Defining Scope, Cost, Quality and Risks,

3. - I monitor performance of staff members according to the established monitoring
standards,
- Experience in maximizing customer satisfaction through effective solutions delivery,
- Knowledge on Time Management, Task Planning & Monitoring,
- Measuring Quality management of agents and incidents,
- Understanding of Service desk Management as per the IT Industry (through ITIL),
- Experience in handling teams and responsible for People Management, Client
Management, and Service Management,
- I have excellent communication skills; inter personal skills, people/team management &
strong leadership skills,
- I have experience in addressing Client Concerns, Escalation Management, SLA
adherence, Process improvements,
- Preparing MOMs of my meetings with the Stake Holders and Management,
- Preparing Minutes of calls at client visit,
- Preparing agenda at client visit,
- Identifying process based GAPS analyses and preparing documents for the same,
- Managing IT Assets Capacity, Performance and Availability Management,
- Ability to work across multiple projects,
- Experience in Business Intake,
- Request for Proposal,
- Experience in Site Intake, Site Pilot and Site Deployment,
- Project leading for different Site Migrations,
- Project management of Windows on Transition Phase,
- Project management of Windows on Steady Phase,
- Preparing Annual Appraisals of the team,
- I use application like, Idea/ Value Creation,
- I use the application like, Comnet Jewel,
- I use the application like, EPC (Employee Connect Portal),
- Identify roles out of different teams like, Team Leads,SMEs, Shift leads, Back Up leads, etc.
Previous Organization: CapGemini India
PROJECT: AKZONOBEL (Chemical/ Paint Domain, European Client)
Total and Relevant Experience: 7.8 Years.
Tenure: June 04, 2012 – March 22, 2013
My Technology Specification:
• Delivery management based on Wintel, Active Directory, Windows Exchange, Hyper V,
Service Desk.
• Project management based on T & T

4. Role/Responsibilities: Experience in Delivery Management & Project Management
Delivery management based on Wintel, Active Directory, Windows Exchange, Hyper V, Service
Desk.
Project Management based Windows Servers Migrations and Transformation activities
Service Management
People Management in Delivery and Projects related tasks
Previous Organization: Convergys India Services Pvt. Ltd. (MICROSOFT – EPS)
PROCESS/ PROJECT: MICROSOFT – EPS (Enterprise Service)
Tenure: From June 03, 2011 to May 23, 2012.
Total and Relevant Experience: 6.8 years.
Role/Responsibilities:
Microsoft Engineer for Active Directory Services.
Previous Organization:INSTITUE OF COMPUTER SOFTWARE AND TRAINING (ICST)
Previous Experience: (approx. 5 years of experience)
Tenure: August 08, 2005 – November 30, 2006.
June 04, 2007 – December 30, 2010
Designation: System Administrator
Roles and Responsibility
• Experience in Team Management
• Experience in handling escalations related tasks based on Windows support
Previous Organization: HCL BPO, Noida
Previous Experience: approx. 5 Months of experience
Tenure: December 18, 2006 – May 14, 2007
Designation: Customer Service Executive - Operations
Educational Qualification:

5. B.B.A. from Dr. B.R. Ambedkar University in Marketing Management
10+2 from C.B.S.E. Board in Commerce
10th from C.B.S.E. Board
Professional Qualification:
ESX Server 3.5
Windows Server 2000, 2003/ R2 and 2008/ R2
Understanding of Components related to Networks, which are integrated to Internet.
Technical Qualifications:
MCP (Microsoft Certified Professional):
Completed training of MCTS and MCITP from Convergys-Microsoft EPS
Successfully completed the training of VCP from New Delhi
Successfully completed the training of MCSE at Network Nuts, North Delhi
Software Known:
MS-Office: Word, Excel, Access, PowerPoint, Front-Page, Outlook and etc.
Assets:
Ability to Work in Pressure,
Cool Temperament, Regularity and Punctuality,
Inherent Desire to Exceed Expectations and Flair for Continuous Learning,
Ability to Work in Shifts
Misc.:
Have Driving License, Pan Card & Passport.
Personal information:
Gender : Male
Marital Status : Married
Father’s name: Mr. Lakhbir Singh Mokha
Date of Birth : 22/May/1983
I solemnly declare that the particulars given by me are correct to the best of my knowledge and belief.
Dated: (Mandeep Singh Mokha)
Place: Agra