1. MANOJ KUMAR
G-216 Near old check post Gazipur ▼ New Delhi-96 ▼ INDIA ▼ Ph:+919891996399 ▼ manoj.kumar007@hotmail.com
Proven IT Professional with Experience in Management
PROFILE SUMMARY
Experience in Service delivery, Projects Management, change management, Datacenter Management and client
Management.
Information Technology Infrastructure Library (ITIL) and PMP Certified with Expertise in the area of Service
Management, operations and Project Management.
Having successfully delivered in many leadership roles (Project Manager, Support/Delivery Manager, Account Manager)
in challenging environments with multiple teams, now looking for a dedicated Project manager role.
Successful in meeting new technical challenges and finding solutions to meet the need of the Process.
10+ years of IT Service delivery experience with last 4 years focused on Project management
Worked on IT projects i.e. Application, Migration, New Installation, Decommissioning, Support/maintenance and
Infrastructure. Performed various roles like Project manager, Service Delivery manager, Quality and Assurance Manager.
PROFESSIONAL EXPERIENCE:
May 2013 – Present: Chi Networks Pvt. Ltd
Project & Service Delivery Manager, Chi Networks Pvt.Ltd (May 2013 till date)
Responsibilities as Project Manager
Application, Migration, Installation, decommissioning and Infrastructure Project management.
Account level planning of Projects and Resources.
Budget planning and tracking.
Client coordination and management
Project plan creations using MPP and projects status reporting
Manage risks, monitor progress against schedule and WBS
Resource identification, Leveling and Loading. Work allocation and monitoring.
Ensuring Quality deliveries
Process improvement
Responsibilities as Service Delivery Manager
• To manage the Technical Service staff to ensure consistent and high quality service to the customer's end users in line with all
SLAs
• To maintain an effective and efficient Technical Service Desk tightly linked with customer business objectives.
• To monitor Incident tickets and make sure proper escalations is followed and ticket is closed in desired SLA.
• Ensure continuous improvement of services provided to customer end users.
• Determining the productivity (efficiency and effectiveness) of all the team members.
• Availability Management.
2. • Tracking daily/weekly/monthly SLA compliance, Identifying causes of SLA breaches and finding solution
• Doing constant Meetings with Clients for service delivery satisfaction and try to improve the gaps in the processes.
• Ensure implementation of BOP (Best Operating Practices) in the Service Desk for improved customer satisfaction
• Inventory Management
• Change Management
• Incident Management
August 2007 – May 2013: Prometric Testing Pvt. Ltd
Team Lead Helpdesk & Project Coordinator for IIM Project (April 2011 till May 2013)
Responsibilities as Project Coordinator
• Create Plan to Setup Test center Lab across south India Region.
• Hiring of Resources and training them for the project. Work allocation and monitoring.
• Ensure Major Milestones are completed on time and communicate to all Stakeholders.
• Human Resource Management and ensure Quality deliveries.
• Manage risks, monitor progress against schedule and WBS
• Project Status Reporting
• Providing technical and functional directions to the team
Responsibilities as Team Lead, (Prometric Testing Pvt Ltd)
• Incident and Problem Management
• Problem Prevention - Trend Analysis, Reporting
• Compile, review and distribute information regarding reported infrastructure and application problems.
• Regular and ad-hoc meeting reviewing issues with the Stake Holders
• Managing SLA for the desk.
• Monitoring through CMS to keep a real time check
• Managing Team and achieving targets (AHT, CSI, Productivity, Quality) for individual and team level.
• Weekly Team Performance Review held with the Management to track the performance and action plans implemented
• Maintain customer satisfaction Index as per SLA
• Hiring new people for the desk.
• Handling escalations from clients.
• Reviewing agent’s performance quarterly, half yearly and yearly.
• Periodically reviewing the Operations’ processes
• Identify and develop 2nd level management talent in the team to demonstrate commitment to succession planning and
business continuity
Helpdesk Analyst & Helpdesk Engineer, (Prometric Testing Pvt Ltd ) (August 2007 till April 2011)
Responsibilities as Helpdesk Analyst:-
• Taking front level call’s and Chat.
• Troubleshoot the issues in Timely manner.
• Maintain AHT, CSI, Productivity and Quality Score
• Incident Management
Responsibilities as Helpdesk Engineer:-
• Handle all second level escalation Call’s and Chat.
3. • Maintain AHT, CSI, Productivity and Quality Score
• Problem Management
• Create new Knowledgebase Scripts and update existing one.
September 2006 – August 2007: HCL Technologies
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Sr. Technical Support Officer (September 2006 till August 2007)
Responsibilities:-
• Taking Front level calls
• Troubleshooting with AT&T Internet Services(US Based Internet Service Provider)
• Installing, configuring, implementing, maintaining and providing technical support
• Determining and procuring the Hardware and software requirements and providing solutions and support.
• Providing support to configure router like LINKSYS, D-LINK, NETGEAR.
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ACADEMIC QUALIFICATION:
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Commerce graduate
2 year diploma in pharmacy
Senior Secondary:
2001 – 2002
School:
Board/University: CBSE, DELHI, INDIA
Matriculation:
1999 – 2000
School:
Board/University: CBSE, DELHI, INDIA
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PROFESSIONAL QUALIFICATION:
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• 2007 Microsoft Certified System Engineer (MCSE) (ID: 5673185)
• ITIL V3 Foundation (2012)
• PMP Certified (2016)
• PMI ID: 4556779
• PMP ®
#1942682
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SKILLS IN COMPUTERS:
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Operating Systems: Windows 9x, Windows NT, 2000, Windows XP, windows server 2003.
Reimaging station using Symantec ghost CD, Virtualization windows 2008 R2, Xen server.
Work on Juniper SSG5 Routers, Netgear , Biometrics
COMPETENCIES:
4. Analytical & Problem solving skills Self-motivated
Communication & Interpersonal skills Customer oriented
Team player, networking & partnership Target oriented
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PERSONAL DETAILS:
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NAME : Manoj Kumar
FATHER’S NAME : Chanchal Singh
DATE OF BIRTH : 3RD
April 1985
PERMANENT ADDRESS : G-216 near old check post Gazipur,
New Delhi-110096 INDIA
CORRESPONDENCE ADDRESS: G-216 near old check post Gazipur,
New Delhi-110096 INDIA
CONTACT PHONE NO. : +919891996399
E-MAIL_ID : manoj.kumar007@hotmail.com
Date:
Place: (MANOJ KUMAR)