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Rakesh RanaRakesh Rana Contact:Contact: 9930943390 ~9930943390 ~ E-Mail:E-Mail: rakeshrana@msn.comrakeshrana@msn.com
Overall experience of 13 years in Service Delivery & Project Management.
B1 USA Visa.
PROFESSIONAL SYNOPSIS
A competent and dynamic Prince2 certified professional, with a successful career spanning 13 years in managing
IT Enabled Services, migrations & Project Management. Experience of leading project and production teams,
managing diverse functions and coordinating with vendors, various Teams, and client to ensure timely delivery,
as per the specifications.
KEY SKILLS
• Project Management Professional (Prince2 certified + PMP PDU’s)
• Client Management
• Planning & Scheduling
• Team Building & Performance Improvement
• Organizational Change Management
• Risk Management
• People Management
• Vendor management
• Working with multicultural people across the globe
• Onsite experience
PROFESSIONAL EXPERIENCE
Accenture Service Pvt. Ltd. 1st Oct’2012 – 31st
Dec’2013
Project Manager – Client: P & G, Project name : PGone.
Scope of the Project:
 To upgrade the platform from SharePoint 2007 to SharePoint2010, this would help the various functions of
the business to effectively and efficiently collaborate and co-ordinate for better decision making which
would help them transform the way they do their business.
 Assisting the client to achieve a complete paperless environment by providing them Digital
solutions for their routine business.
Responsibilities: As a Project manager
 Working with Global Project team, source of guidance and advice for project managers. Ensuring the project team
follows the project standards.
 Managing communications.
 Managing client expectations about project details (Scrum calls).
 Create and publish period project status and relevant progress scorecards for management review.
 Co-ordinate with Global Service line on the UAT scenarios, prepare / customize UAT templates
 Review and record concerns raised by the business users, to be managed in later sprints.
 Ensure all post launch defects and ongoing issues are resolved.
Accenture Service Pvt. Ltd : 1st
Jan 2014 – 31st
March
Solution Manager – Client: P&G, Project name PGOne.
Job Responsibility:
 Regularly setting up meetings with the business owners to understand their business and selling already created
solutions by the team.
 Design solutions to meet business need.
 Build “As Is” Process flows and to be Business Process.
 Governance of the solutions.
Accenture Service Pvt.Ltd. April’2015 – Till date.
Project Manager - Digital Content Manager
– Client: Fiat Automobiles
Responsible for Key P2C European Markets for one of the leading and renowned Automobile client handling
content management and website management and helping the client to sell more through digital.
 Content Management of Websites for 3 major European markets.
 Co-ordination with Onshore team on content management and managing IDC (India development center) to
deliver the client requirement.
 Managing stakeholder expectation on delivery of the projects.
 Recommending best practices to clients.
 Planning, Organizing, Staffing, Leading & Controlling the execution of the request for timely delivery in line with
client’s campaign plan.
Zenith InfoTech LTD. 23rd
Aug 2010 – 22nd
Sep 2012
Designation: Team Leader (Operations) – Disaster Recovery.
Process description: Disaster recovery is the process, policies and procedures related to preparing for recovery or
continuation of technology infrastructure critical to an organization after a natural or human-induced disaster.
Disaster recovery is a subset of business continuity. While business continuity involves planning for keeping all aspects of a
business functioning in the midst of disruptive events, disaster recovery focuses on the IT or technology systems that
support business functions.
Responsibilities:
Operations:
 Any disaster / downtime requests from the client should be fulfilled within SLA – Incident and Problem Management
 DATA Analysis to determine impact and prepare recovery plan.
 Assist both upstream and downstream teams in achieving their goals by offering adequate support.
 People management, WFM responsibilities like rostering, resourcing, etc.
Client interaction and Involvement:
 Handling MSP (Managed service provider’s) escalation.
 Initiating conference calls when requested by MSP.
 Analyze and Fix gaps in the day to day operations to minimize Customer escalations.
Projects:
 Project Description: - Initiative to launch a new version of the BDR (Back up disaster recovery) tool to our customers.
 Role: Transition Manager. (Shadowing Role – Offshore)
 Clients: - USA and UK based
 Location: Mumbai
 Duration: - Oct 2011 – Sep 2012
 Team Size: - 70
Responsibilities:
 Project Management.
 Release Planning
 Release Build
 UAT
 Release deployment
 Early life support (Hyper care – Warzone)
Choice Connex: 11th
Feb 09 – 20th
Aug’10
Designation: Team Leader Operations – Outbond Sales
Job Profile:
 Reviewing client’s current website.
 Developing an optimization plan.
 Making changes necessary to the site and implementing the plan through a team of 15 – 20 SEO experts.
 Develop a plan for PPC Advertising, finalizing on the keywords for Google Ad words.
 Monitor the SEO activity done by the SEO experts
 Track the client website ranking pre & post optimization.
 Prepare, update & maintain a PERT chart& ensure the team’s adherence to timeline of events to ensure delivery of
results.
 Reporting on success and activity to clients.
 Liaising with management team.
 Developing long term relationships with key clients.
Responsibilities:
 Handling a team of 20 – 25 Members.
 Ensuring the team performance & being accountable for it and at the same time motivating the team members to
deliver on a consistent basis.
 Achieving the team targets.
 Controlling Attrition.
 Ensuring timely submission of Internal & External Reports as per the SLA.
 Directing my team to provide high quality customer service to the clients SLA ensuring that all members are familiar
with the client and company brand values.
 Using effective communication skills to ensure all functions are familiar and kept up to date on the progress and status
of my team’s performance and adherence.
 Coaching, developing and supporting my team members ensuring regular formal and informal 1:1s and compliance to
the performance management framework.
 Being familiar with and practice a consistent and reasonable approach to company policies and relevant employment
law legislation.
Achievements:
• Joined the organization as Sr. Quality Assurance Executive and got promoted as a Team Leader (Operations) in 6months
on 1st
Aug 09.
Aditya Birla Retail (More Stores): Feb 08 – 11th
Nov. 08
Designation: Store Manager
Responsibilities:
 Achieving the monthly targets, motivating the CSAs, implementing innovative ideas & attractive Visual Merchandizing
techniques for the display of current promotions in the organization.
 Ensuring the team performance & being accountable for it.
 Maintaining the reports, and all sorts of data for official use in the form of Registers.
 Being involved in Appraisals & Strategic Planning.
 Delegation of work to supervisors and ASM.
 Customer Relation by continuously improving the standard of Customer Service.
 Ensure that exchanges are minimum and within norms.
 Monitoring Stock Turnaround Time.
 Store Maintenance.
Quality Kiosk: Feb 07 – Feb 08
Designation: Team Coach (Software Testing)
Responsibilities:
 Handling a team of 15 Software Engineers on a process of Live Performance Testing.
 Accurate Defect Management using ‘Clear Quest Tool’.
 Ensure proper Scheduled Backup of sensitive data to the DR Site and Backup server.
 Preparing RCA for client complaints and working towards fixing them from the root to ensure that the internal
client satisfactions metrics are met.
Projects Worked on:
Tax information system
Server wise monitoring of NSDL Tax Information System and Back Office Applications
• Gathering requirements from Application team and End Users and preparing a list of critical transactions to be
monitored.
• Resource Allocation
• Preparing Test Plan and implementing the same within the deadlines
Ecommerce
Prepared Test plan for functionality monitoring of the websites mentioned below
• Ezeego
• Timesjobs
• Magic Bricks
• Cleartrip
Trading
Preparing Test plan of critical functionalities during Market and non-Market hours
• HDFC Securities
• Citigroup Wealth Advisors
• RBS E Broking.
Spanco - Respondez: Aug 05 – Feb 07
Designation: Sr. Quality Coach
Responsibilities:
 Transaction Monitoring with respect to calls, chats & emails answered by Customer Service Representatives working
for InPhonic : one of the largest online authorized cell phones & service dealer in USA.
 Mentoring Quality Coaches with regards to giving feedbacks, calibration, Quality Huddles and maintaining reports.
 Coaching the CSRs with regards to their areas of improvement and motivating them by highlighting and appreciating
their strengths.
 Making arrangements & co-ordinating with the Client & Operations for Calibrations and Conference Calls with regards
to Quality Assurance.
 Maintaining reports at process level with regards to evaluation scores, defects, and categorization of agents. This
involved working on MS Excel, creation of graphs, deriving pivot tables and employing Quality tools like ‘Pareto’ in
order to identify the major areas of opportunities to be immediately worked upon.
 Adding value to feedbacks and coaching sessions by conducting regular Quality huddles, call calibration sessions and
summarizing the highlights and defects of a Technical Support Associate in form of a weekly report.
Wipro BPO: Jun 03 – Aug 05
Designation: Technical Support Associate
Responsibilities:
 Handling customer queries regarding issues with Internet, modems, connectivity, emails etc for MSN, USA.
 Reporting bugs and software malfunctions faced by the users by means of documenting / flagging the error codes in
the Microsoft Corporation’s database application. This information was further used for software maintenance and
eliminating bugs.
 Setting benchmarks for other team-mates by consistently achieving Client Performance Metrics.
CERTIFICATION
 Six Sigma Green Belt Certified. (2009)
 Diploma in Business Management from ICFAI. (2010)
 ITIL V 3 Certified. (2012)
 Diploma in Digital Management.
 Prince2 certified. (Foundation+Practioner)
 PMP Trained (35 PDU’s)
ACADEMIC CREDENTIALS
 Bachelors of Commerce – Mumbai University (2002)
PERSONAL DOSSIER
Date of Birth : 08th September 1980
Language Known : Hindi, English, Marathi
Address : A/5, Rana House, Shivaji Nagar,Vashi Naka, Chembur Mumbai - 74
STRENGTHS
- Responsible - Creative - Optimistic
- Friendly & Cooperative Attitude - Can work under high Pressure - Self-driven
REFERENCE
Persons Who Knows Me Very Well in Professional Segment:
Will let you know accordingly.
eliminating bugs.
 Setting benchmarks for other team-mates by consistently achieving Client Performance Metrics.
CERTIFICATION
 Six Sigma Green Belt Certified. (2009)
 Diploma in Business Management from ICFAI. (2010)
 ITIL V 3 Certified. (2012)
 Diploma in Digital Management.
 Prince2 certified. (Foundation+Practioner)
 PMP Trained (35 PDU’s)
ACADEMIC CREDENTIALS
 Bachelors of Commerce – Mumbai University (2002)
PERSONAL DOSSIER
Date of Birth : 08th September 1980
Language Known : Hindi, English, Marathi
Address : A/5, Rana House, Shivaji Nagar,Vashi Naka, Chembur Mumbai - 74
STRENGTHS
- Responsible - Creative - Optimistic
- Friendly & Cooperative Attitude - Can work under high Pressure - Self-driven
REFERENCE
Persons Who Knows Me Very Well in Professional Segment:
Will let you know accordingly.

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Rakesh R_n

  • 1. Rakesh RanaRakesh Rana Contact:Contact: 9930943390 ~9930943390 ~ E-Mail:E-Mail: rakeshrana@msn.comrakeshrana@msn.com Overall experience of 13 years in Service Delivery & Project Management. B1 USA Visa. PROFESSIONAL SYNOPSIS A competent and dynamic Prince2 certified professional, with a successful career spanning 13 years in managing IT Enabled Services, migrations & Project Management. Experience of leading project and production teams, managing diverse functions and coordinating with vendors, various Teams, and client to ensure timely delivery, as per the specifications. KEY SKILLS • Project Management Professional (Prince2 certified + PMP PDU’s) • Client Management • Planning & Scheduling • Team Building & Performance Improvement • Organizational Change Management • Risk Management • People Management • Vendor management • Working with multicultural people across the globe • Onsite experience PROFESSIONAL EXPERIENCE Accenture Service Pvt. Ltd. 1st Oct’2012 – 31st Dec’2013 Project Manager – Client: P & G, Project name : PGone. Scope of the Project:  To upgrade the platform from SharePoint 2007 to SharePoint2010, this would help the various functions of the business to effectively and efficiently collaborate and co-ordinate for better decision making which would help them transform the way they do their business.  Assisting the client to achieve a complete paperless environment by providing them Digital solutions for their routine business. Responsibilities: As a Project manager  Working with Global Project team, source of guidance and advice for project managers. Ensuring the project team follows the project standards.  Managing communications.  Managing client expectations about project details (Scrum calls).  Create and publish period project status and relevant progress scorecards for management review.  Co-ordinate with Global Service line on the UAT scenarios, prepare / customize UAT templates  Review and record concerns raised by the business users, to be managed in later sprints.  Ensure all post launch defects and ongoing issues are resolved. Accenture Service Pvt. Ltd : 1st Jan 2014 – 31st March Solution Manager – Client: P&G, Project name PGOne. Job Responsibility:  Regularly setting up meetings with the business owners to understand their business and selling already created solutions by the team.
  • 2.  Design solutions to meet business need.  Build “As Is” Process flows and to be Business Process.  Governance of the solutions. Accenture Service Pvt.Ltd. April’2015 – Till date. Project Manager - Digital Content Manager – Client: Fiat Automobiles Responsible for Key P2C European Markets for one of the leading and renowned Automobile client handling content management and website management and helping the client to sell more through digital.  Content Management of Websites for 3 major European markets.  Co-ordination with Onshore team on content management and managing IDC (India development center) to deliver the client requirement.  Managing stakeholder expectation on delivery of the projects.  Recommending best practices to clients.  Planning, Organizing, Staffing, Leading & Controlling the execution of the request for timely delivery in line with client’s campaign plan. Zenith InfoTech LTD. 23rd Aug 2010 – 22nd Sep 2012 Designation: Team Leader (Operations) – Disaster Recovery. Process description: Disaster recovery is the process, policies and procedures related to preparing for recovery or continuation of technology infrastructure critical to an organization after a natural or human-induced disaster. Disaster recovery is a subset of business continuity. While business continuity involves planning for keeping all aspects of a business functioning in the midst of disruptive events, disaster recovery focuses on the IT or technology systems that support business functions. Responsibilities: Operations:  Any disaster / downtime requests from the client should be fulfilled within SLA – Incident and Problem Management  DATA Analysis to determine impact and prepare recovery plan.  Assist both upstream and downstream teams in achieving their goals by offering adequate support.  People management, WFM responsibilities like rostering, resourcing, etc. Client interaction and Involvement:  Handling MSP (Managed service provider’s) escalation.  Initiating conference calls when requested by MSP.  Analyze and Fix gaps in the day to day operations to minimize Customer escalations. Projects:  Project Description: - Initiative to launch a new version of the BDR (Back up disaster recovery) tool to our customers.  Role: Transition Manager. (Shadowing Role – Offshore)  Clients: - USA and UK based  Location: Mumbai  Duration: - Oct 2011 – Sep 2012  Team Size: - 70 Responsibilities:  Project Management.  Release Planning  Release Build  UAT
  • 3.  Release deployment  Early life support (Hyper care – Warzone) Choice Connex: 11th Feb 09 – 20th Aug’10 Designation: Team Leader Operations – Outbond Sales Job Profile:  Reviewing client’s current website.  Developing an optimization plan.  Making changes necessary to the site and implementing the plan through a team of 15 – 20 SEO experts.  Develop a plan for PPC Advertising, finalizing on the keywords for Google Ad words.  Monitor the SEO activity done by the SEO experts  Track the client website ranking pre & post optimization.  Prepare, update & maintain a PERT chart& ensure the team’s adherence to timeline of events to ensure delivery of results.  Reporting on success and activity to clients.  Liaising with management team.  Developing long term relationships with key clients. Responsibilities:  Handling a team of 20 – 25 Members.  Ensuring the team performance & being accountable for it and at the same time motivating the team members to deliver on a consistent basis.  Achieving the team targets.  Controlling Attrition.  Ensuring timely submission of Internal & External Reports as per the SLA.  Directing my team to provide high quality customer service to the clients SLA ensuring that all members are familiar with the client and company brand values.  Using effective communication skills to ensure all functions are familiar and kept up to date on the progress and status of my team’s performance and adherence.  Coaching, developing and supporting my team members ensuring regular formal and informal 1:1s and compliance to the performance management framework.  Being familiar with and practice a consistent and reasonable approach to company policies and relevant employment law legislation. Achievements: • Joined the organization as Sr. Quality Assurance Executive and got promoted as a Team Leader (Operations) in 6months on 1st Aug 09. Aditya Birla Retail (More Stores): Feb 08 – 11th Nov. 08 Designation: Store Manager Responsibilities:  Achieving the monthly targets, motivating the CSAs, implementing innovative ideas & attractive Visual Merchandizing techniques for the display of current promotions in the organization.  Ensuring the team performance & being accountable for it.  Maintaining the reports, and all sorts of data for official use in the form of Registers.  Being involved in Appraisals & Strategic Planning.  Delegation of work to supervisors and ASM.  Customer Relation by continuously improving the standard of Customer Service.  Ensure that exchanges are minimum and within norms.  Monitoring Stock Turnaround Time.  Store Maintenance. Quality Kiosk: Feb 07 – Feb 08 Designation: Team Coach (Software Testing) Responsibilities:  Handling a team of 15 Software Engineers on a process of Live Performance Testing.  Accurate Defect Management using ‘Clear Quest Tool’.
  • 4.  Ensure proper Scheduled Backup of sensitive data to the DR Site and Backup server.  Preparing RCA for client complaints and working towards fixing them from the root to ensure that the internal client satisfactions metrics are met. Projects Worked on: Tax information system Server wise monitoring of NSDL Tax Information System and Back Office Applications • Gathering requirements from Application team and End Users and preparing a list of critical transactions to be monitored. • Resource Allocation • Preparing Test Plan and implementing the same within the deadlines Ecommerce Prepared Test plan for functionality monitoring of the websites mentioned below • Ezeego • Timesjobs • Magic Bricks • Cleartrip Trading Preparing Test plan of critical functionalities during Market and non-Market hours • HDFC Securities • Citigroup Wealth Advisors • RBS E Broking. Spanco - Respondez: Aug 05 – Feb 07 Designation: Sr. Quality Coach Responsibilities:  Transaction Monitoring with respect to calls, chats & emails answered by Customer Service Representatives working for InPhonic : one of the largest online authorized cell phones & service dealer in USA.  Mentoring Quality Coaches with regards to giving feedbacks, calibration, Quality Huddles and maintaining reports.  Coaching the CSRs with regards to their areas of improvement and motivating them by highlighting and appreciating their strengths.  Making arrangements & co-ordinating with the Client & Operations for Calibrations and Conference Calls with regards to Quality Assurance.  Maintaining reports at process level with regards to evaluation scores, defects, and categorization of agents. This involved working on MS Excel, creation of graphs, deriving pivot tables and employing Quality tools like ‘Pareto’ in order to identify the major areas of opportunities to be immediately worked upon.  Adding value to feedbacks and coaching sessions by conducting regular Quality huddles, call calibration sessions and summarizing the highlights and defects of a Technical Support Associate in form of a weekly report. Wipro BPO: Jun 03 – Aug 05 Designation: Technical Support Associate Responsibilities:  Handling customer queries regarding issues with Internet, modems, connectivity, emails etc for MSN, USA.  Reporting bugs and software malfunctions faced by the users by means of documenting / flagging the error codes in the Microsoft Corporation’s database application. This information was further used for software maintenance and
  • 5. eliminating bugs.  Setting benchmarks for other team-mates by consistently achieving Client Performance Metrics. CERTIFICATION  Six Sigma Green Belt Certified. (2009)  Diploma in Business Management from ICFAI. (2010)  ITIL V 3 Certified. (2012)  Diploma in Digital Management.  Prince2 certified. (Foundation+Practioner)  PMP Trained (35 PDU’s) ACADEMIC CREDENTIALS  Bachelors of Commerce – Mumbai University (2002) PERSONAL DOSSIER Date of Birth : 08th September 1980 Language Known : Hindi, English, Marathi Address : A/5, Rana House, Shivaji Nagar,Vashi Naka, Chembur Mumbai - 74 STRENGTHS - Responsible - Creative - Optimistic - Friendly & Cooperative Attitude - Can work under high Pressure - Self-driven REFERENCE Persons Who Knows Me Very Well in Professional Segment: Will let you know accordingly.
  • 6. eliminating bugs.  Setting benchmarks for other team-mates by consistently achieving Client Performance Metrics. CERTIFICATION  Six Sigma Green Belt Certified. (2009)  Diploma in Business Management from ICFAI. (2010)  ITIL V 3 Certified. (2012)  Diploma in Digital Management.  Prince2 certified. (Foundation+Practioner)  PMP Trained (35 PDU’s) ACADEMIC CREDENTIALS  Bachelors of Commerce – Mumbai University (2002) PERSONAL DOSSIER Date of Birth : 08th September 1980 Language Known : Hindi, English, Marathi Address : A/5, Rana House, Shivaji Nagar,Vashi Naka, Chembur Mumbai - 74 STRENGTHS - Responsible - Creative - Optimistic - Friendly & Cooperative Attitude - Can work under high Pressure - Self-driven REFERENCE Persons Who Knows Me Very Well in Professional Segment: Will let you know accordingly.