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Sachin Kumar
Contact No.: +91-9899224001
Email: sachin.8021@gmail.com
Address: 1/2570, Ram Nagar, Loni Road,
Shahdara, New Delhi – 110032
-------------------------------------------------------------------------------------------------------------------
Abstract:
An ITIL Intermediate- SERVICE OPERATION certified dynamic professional with over 12 years experience in
Back-end Operations & Team Management, who believes in being focused & sincere to work with an
organization that provides new horizons, challenges & excellent working environment to explore my
managerial expertise.
Competencies:
 Result-oriented
 Ambitious & smart working
 Strong Team Management skills
 Apt to handle critical operations at work
Summary:
 Proven Track Record in project coordination
 Hands on experience in customer handling & support escalations
 Expertise into Logistics co-ordination, Vendor development & Streamlining of internal operations
 Independently generating MIS reports on National Level
 Good Negotiating Skills
 Multi-vendor Handling
Work Experience:
I. Company Name TCS Ltd. (Since 1st
October 2015)
Duration CMC Ltd. (July 2010 to September 2015) Now merged with TCS Ltd.
Designation Operation Lead (Onsite)
Project Oil and Natural Gas Corporation Limited
Currently working with TCS Ltd. As Operation Lead (Onsite) for ONGC Ltd. This position is responsible for
supporting and supervising a group of employees in a Service Center/Operations environment. Provide Team
management and resource management skills within the live environment. Manage department like - Service Desk,
Helpdesk, Application, L1 & L2 Server/Network & Asset team. Prepare and implement Process documentation and
Update it from time to Time.
Responsibilities:
Incident Management:
 Managing team size 45+ including NOC Operations and Desktop Operations for Delhi location.
 Responsible for the effective implementation of the process "Service Desk and Incident Management"
and carries out the respective reporting procedure.
 Experienced in managing all low, medium and high-severity incidents across the entire incident life-
cycle in accordance with availability, resolution and restoration SLAs.
 Drive effective and efficient Incident Management process to ensure timely service restoration and
resolution of incidents
 Always work towards continuous improvement of process and procedures.
 Produce proactive reports, trending analysis, service level reporting, process consultation and
application of ITIL best practice.
 Review and evaluate incident records to ensure handling of incident and severity level determination.
 Follow up on incident records that do not meet quality standards to prevent recurrence.
 Determine if root cause analysis is required and initiate Problem Management.
 Co-ordinate between support provider groups for incidents requiring multi-vendor engagement.
Vendors include IBM HP, DELL, ACER, HCL, SAMSUNG, CANON & CISCO.
 SPOC person at site for all escalation regarding daily Service Desk Management & Operations.
 Monitoring overall functioning of processes for all services covered in SOW, ensure 100% SOW
compliance & timely escalate non-compliance to Programme Manager.
 Rollout the ITIL process at all over location, Monitoring & maintaining services as per ITIL process.
 Ensuring all IT transactions and process must be in line with ISO 20K Standards
 Implement the CAPA for improved CSAT score and identifying improvement areas and implementing
adequate measures to maximize customer satisfaction level.
 Conduct weekly review meeting with team and identify gaps to take corrective action
 Conduct weekly review meeting with Vendor on Breakdown Calls, ensuring prompt closure of pending
issues at sites.
 Review performance with the customer periodically during on-going phase. Ensuring smooth
operations for all systems across the IT teams.
 Assisting programme manager in Planning and Implementation of all operations & resource related to
ONGC project at 36 sites across the country.
 Assisting programme manager in preparing cost sheet for all resources related to ONGC project at 36
sites across the country
Operations Management:
 To ensure that all service level metrics are met or exceeded up to sufficient levels of service for
customers at the site and check that SLAs are implemented or changed within acceptable timeframes
 Framing work direction and plan for the associates after thorough assessment of their capabilities
 Preparing & presenting various weekly/monthly MIS reports pertaining to process/productivity with
internal management & Customer
 Strong Knowledge of program specifics, SLA matrix, client's business model, and end user expectations
 Ensure all Vendor management reviews according to Account Operations Calendar is completed and
executed with action plans
 Conduct Operations Review meeting with Account Operations manager to evaluate Operations
efficiency
 Complete Incident Management Ownership. Track all new Incidents happening and own the same
Quality Management:
 Problem Management analysis, Problem trends chart preparation, Repeat incident analysis
 Identification of Service improvement plans (SIP) & drive them to successful closure
Process Management:
 Mapping business requirements and coordinating in developing and implementing processes in line
with the pre-set guidelines; spearheading process transition initiatives.
 Monitoring the overall functioning of processes, identifying improvement areas and implementing
adequate measures to maximize customer satisfaction level.
 Actively involved for migration of current process and procedures to ITIL v3 based process and
procedures.
Customer Relationship Management:
 Mapping client’s, identifying improvement areas & implementing measures to maximize C-Sat
 Ensuring continuous interaction with the customer to make sure that area of concern can be worked
upon for improved service levels. Scheduled meeting calendar organized with the customer to address
their concerns
 Setting out quality standards for various operational areas, ensuring a high-quality customer
experience while adhering to the agreed SLA's.
Team Management:
 Handling a team of 45+ resources including Network, SUN, & Windows admins and desktop engineers.
 Interacting with Team, handling issues & coordinating with the Management to ensure that systems
are running as per the SLA
 Leading, mentoring & monitoring the performance of team members to ensure efficiency in process
operations and meeting of individual & group targets
 Program based goal & objects setting, reviews, Attrition Management (analysis and preventive actions)
 Preparation of TNI (Training need identification) sheet for the team for the timely training as & when
required so that team members are up to date w.r.t. new technologies & knowledge base.
 Regularly initiating in appraisals for the team members, giving them timely feedback over performance
improvement areas
II. Company Name PCS Technology Ltd.
Duration June 2007 to June 2010
Designation Team Lead- Site Incharge (Onsite)
Project Oil and Natural Gas Corporation Limited
 Managing a team of 18 skilled engineers with It infrastructure of 1000+ Desktops
 Monitor Helpdesk call / ticket queues to ensure faster response and resolution times as well as monitor and
review the calls with users for quality and conduct regular performance reviews to ensure quality and timely
responses.
 Supervise helpdesk and desktop support staff. Conduct performance evaluations; make hiring and disciplinary
decisions. Facilitate staff meetings.
 Assign work to technical staff to ensure timely and effective response to user needs.
 Monitor helpdesk operations and handle escalations and escalate further trouble tickets to ensure client's
problems are handled as expeditiously and courteously as possible.
 Oversee desktop support problems and resolutions to determine trouble trends or problem support
areas and to ensure support procedures are being followed.
 Analyze the calls and provide management reports on help-desk operations and issues regarding
the support along with trend analyses of calls.
 Work closely with department contacts on issues to improve customer relations and technical
support.
 Train Technical Helpdesk executives on operational procedures and troubleshooting techniques.
 Co-ordination with management and team members and ensuring 100% customer satisfaction.
 Provide training on new hardware and/or software applications or technology solutions as
requested.
 Create and monitor knowledgebase documentation along with procedures and processes for
helpdesk activities.
 Create shift plan and plan resources effectively.
 Maintaining MIS reports for the customer.
 Managing the technical trainings
 Managing Engineers Skill Matrix.
 Customer interaction and planning for new initiatives for the site.
III. Company Name Wipro InfoTech Ltd.
Duration January 2007 to June 2007
Designation Operation In-charge
Project EXL Limited
Responsibilities:
 Rollout of IMAC process as per process documents at the site via reports & documents
 Vender Management
 Maintaining and updating all data related to Asset
 Presenting reports to management on this database whenever required
 Coordinate with customer for every big & small asset movement activity.
 MIS preparing for every process running at customer site.
From January 2004 to January 2007
Designation Operation In-charge
Project Oil and Natural Gas Corporation Limited
Responsibilities:
 Managed a team of 15 skilled engineers with IT infrastructure of 750+ Desktops
 Monitored Helpdesk call/ticket queues to ensure faster response and resolution times as well as
monitor and review the calls with users for quality and conduct regular performance reviews to ensure
quality and timely responses
 Supervise helpdesk and desktop support staff
 Conduct performance evaluations; make hiring and disciplinary decisions
 Handling escalations for service calls with vendors
 Planned and implemented consumable business at site. All co-ordination required executing orders,
increasing profits & vendor management
 Maintaining MIS for all phases and updating all data related to Asset, Billing, Collection, Penalty,
Profitability and consumable business. Presenting reports to management on this database whenever
required
 Handling customer escalations related to commercials or support issues. Co-ordination with
management and team members and ensuring 100% customer satisfaction
Key Achievements:
 Have been able to fetch maximum customer response through active interactions
 Succeeded in contributing to a healthy work culture at my work place
 Coordination with the team has lead to right trouble shootings at the right time
 Two time awarded as a part of Best Team
 Three time awarded as a Best Individual Performer
 Key contribution in getting the consumable order from the customer
 Key contribution in Timely get cleared the payment for whole region
 Get appreciate by many time by the customer for many task
 One Certificate course done from E-learning Skill Soft site of Wipro in "Identifying What the
Customer Wants – OPER0122"
Education Qualification:
• MBA (IT) from NIMS University, Jaipur –2015
• PGDBM (Operations) from Symbiosis University, Pune – 2008
• B.Com (Pass) from Delhi University – 2002
• 12th from CBSE –1998
• 10th from CBSE – 1995
IT Skills:
Certification : ITIL Intermediate- Service Operation
: ITIL@V3 Foundation
: Completed MCP (Windows XP)
Operating Systems : Windows XP, Vista, 7, 8, Mac
Networking : LAN, WAN, VPN, Wireless
Applications: - : MS Office Products (ver. 97, 2000, XP, 2007, 2010, 2013)
: IBM Lotus Notes. (mail configuration in Smart Phone)
: HP Open View, CA Service Desk.
: Tally, Sigfa & Busy Bee (all Account software)
: Smart devices configuration & handling.
Training : PMP
: ITIL@V3 Foundation
: CA Service Desk
: HP Open view Service Desk
: ISO 9001:20000/27000
: Trend Micro office scan
Personal Dossier:
Father’s Name : Mr. Sushil Parwana
Mother’s Maiden Name : Late Smt. SUMAN
Date of Birth : 2nd
January, 1980
Passport No. : JO495361
Nationality : Indian
Hobbies : Learning New Skills, Listening Music, reading
Languages Known : Hindi & English
Extra Activities : Done Theatre with Asmita Theatre Group more than two years
I, hereby declare that the above mentioned details are correct and true to the best of my knowledge.
Place:
Date:
(Sachin Kumar)

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Sachin_Kumar

  • 1. Sachin Kumar Contact No.: +91-9899224001 Email: sachin.8021@gmail.com Address: 1/2570, Ram Nagar, Loni Road, Shahdara, New Delhi – 110032 ------------------------------------------------------------------------------------------------------------------- Abstract: An ITIL Intermediate- SERVICE OPERATION certified dynamic professional with over 12 years experience in Back-end Operations & Team Management, who believes in being focused & sincere to work with an organization that provides new horizons, challenges & excellent working environment to explore my managerial expertise. Competencies:  Result-oriented  Ambitious & smart working  Strong Team Management skills  Apt to handle critical operations at work Summary:  Proven Track Record in project coordination  Hands on experience in customer handling & support escalations  Expertise into Logistics co-ordination, Vendor development & Streamlining of internal operations  Independently generating MIS reports on National Level  Good Negotiating Skills  Multi-vendor Handling Work Experience: I. Company Name TCS Ltd. (Since 1st October 2015) Duration CMC Ltd. (July 2010 to September 2015) Now merged with TCS Ltd. Designation Operation Lead (Onsite) Project Oil and Natural Gas Corporation Limited Currently working with TCS Ltd. As Operation Lead (Onsite) for ONGC Ltd. This position is responsible for supporting and supervising a group of employees in a Service Center/Operations environment. Provide Team management and resource management skills within the live environment. Manage department like - Service Desk, Helpdesk, Application, L1 & L2 Server/Network & Asset team. Prepare and implement Process documentation and Update it from time to Time.
  • 2. Responsibilities: Incident Management:  Managing team size 45+ including NOC Operations and Desktop Operations for Delhi location.  Responsible for the effective implementation of the process "Service Desk and Incident Management" and carries out the respective reporting procedure.  Experienced in managing all low, medium and high-severity incidents across the entire incident life- cycle in accordance with availability, resolution and restoration SLAs.  Drive effective and efficient Incident Management process to ensure timely service restoration and resolution of incidents  Always work towards continuous improvement of process and procedures.  Produce proactive reports, trending analysis, service level reporting, process consultation and application of ITIL best practice.  Review and evaluate incident records to ensure handling of incident and severity level determination.  Follow up on incident records that do not meet quality standards to prevent recurrence.  Determine if root cause analysis is required and initiate Problem Management.  Co-ordinate between support provider groups for incidents requiring multi-vendor engagement. Vendors include IBM HP, DELL, ACER, HCL, SAMSUNG, CANON & CISCO.  SPOC person at site for all escalation regarding daily Service Desk Management & Operations.  Monitoring overall functioning of processes for all services covered in SOW, ensure 100% SOW compliance & timely escalate non-compliance to Programme Manager.  Rollout the ITIL process at all over location, Monitoring & maintaining services as per ITIL process.  Ensuring all IT transactions and process must be in line with ISO 20K Standards  Implement the CAPA for improved CSAT score and identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.  Conduct weekly review meeting with team and identify gaps to take corrective action  Conduct weekly review meeting with Vendor on Breakdown Calls, ensuring prompt closure of pending issues at sites.  Review performance with the customer periodically during on-going phase. Ensuring smooth operations for all systems across the IT teams.  Assisting programme manager in Planning and Implementation of all operations & resource related to ONGC project at 36 sites across the country.  Assisting programme manager in preparing cost sheet for all resources related to ONGC project at 36 sites across the country Operations Management:  To ensure that all service level metrics are met or exceeded up to sufficient levels of service for customers at the site and check that SLAs are implemented or changed within acceptable timeframes  Framing work direction and plan for the associates after thorough assessment of their capabilities  Preparing & presenting various weekly/monthly MIS reports pertaining to process/productivity with internal management & Customer
  • 3.  Strong Knowledge of program specifics, SLA matrix, client's business model, and end user expectations  Ensure all Vendor management reviews according to Account Operations Calendar is completed and executed with action plans  Conduct Operations Review meeting with Account Operations manager to evaluate Operations efficiency  Complete Incident Management Ownership. Track all new Incidents happening and own the same Quality Management:  Problem Management analysis, Problem trends chart preparation, Repeat incident analysis  Identification of Service improvement plans (SIP) & drive them to successful closure Process Management:  Mapping business requirements and coordinating in developing and implementing processes in line with the pre-set guidelines; spearheading process transition initiatives.  Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.  Actively involved for migration of current process and procedures to ITIL v3 based process and procedures. Customer Relationship Management:  Mapping client’s, identifying improvement areas & implementing measures to maximize C-Sat  Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels. Scheduled meeting calendar organized with the customer to address their concerns  Setting out quality standards for various operational areas, ensuring a high-quality customer experience while adhering to the agreed SLA's. Team Management:  Handling a team of 45+ resources including Network, SUN, & Windows admins and desktop engineers.  Interacting with Team, handling issues & coordinating with the Management to ensure that systems are running as per the SLA  Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets  Program based goal & objects setting, reviews, Attrition Management (analysis and preventive actions)  Preparation of TNI (Training need identification) sheet for the team for the timely training as & when required so that team members are up to date w.r.t. new technologies & knowledge base.  Regularly initiating in appraisals for the team members, giving them timely feedback over performance improvement areas II. Company Name PCS Technology Ltd. Duration June 2007 to June 2010 Designation Team Lead- Site Incharge (Onsite) Project Oil and Natural Gas Corporation Limited
  • 4.  Managing a team of 18 skilled engineers with It infrastructure of 1000+ Desktops  Monitor Helpdesk call / ticket queues to ensure faster response and resolution times as well as monitor and review the calls with users for quality and conduct regular performance reviews to ensure quality and timely responses.  Supervise helpdesk and desktop support staff. Conduct performance evaluations; make hiring and disciplinary decisions. Facilitate staff meetings.  Assign work to technical staff to ensure timely and effective response to user needs.  Monitor helpdesk operations and handle escalations and escalate further trouble tickets to ensure client's problems are handled as expeditiously and courteously as possible.  Oversee desktop support problems and resolutions to determine trouble trends or problem support areas and to ensure support procedures are being followed.  Analyze the calls and provide management reports on help-desk operations and issues regarding the support along with trend analyses of calls.  Work closely with department contacts on issues to improve customer relations and technical support.  Train Technical Helpdesk executives on operational procedures and troubleshooting techniques.  Co-ordination with management and team members and ensuring 100% customer satisfaction.  Provide training on new hardware and/or software applications or technology solutions as requested.  Create and monitor knowledgebase documentation along with procedures and processes for helpdesk activities.  Create shift plan and plan resources effectively.  Maintaining MIS reports for the customer.  Managing the technical trainings  Managing Engineers Skill Matrix.  Customer interaction and planning for new initiatives for the site. III. Company Name Wipro InfoTech Ltd. Duration January 2007 to June 2007 Designation Operation In-charge Project EXL Limited Responsibilities:  Rollout of IMAC process as per process documents at the site via reports & documents  Vender Management  Maintaining and updating all data related to Asset  Presenting reports to management on this database whenever required  Coordinate with customer for every big & small asset movement activity.  MIS preparing for every process running at customer site. From January 2004 to January 2007 Designation Operation In-charge Project Oil and Natural Gas Corporation Limited
  • 5. Responsibilities:  Managed a team of 15 skilled engineers with IT infrastructure of 750+ Desktops  Monitored Helpdesk call/ticket queues to ensure faster response and resolution times as well as monitor and review the calls with users for quality and conduct regular performance reviews to ensure quality and timely responses  Supervise helpdesk and desktop support staff  Conduct performance evaluations; make hiring and disciplinary decisions  Handling escalations for service calls with vendors  Planned and implemented consumable business at site. All co-ordination required executing orders, increasing profits & vendor management  Maintaining MIS for all phases and updating all data related to Asset, Billing, Collection, Penalty, Profitability and consumable business. Presenting reports to management on this database whenever required  Handling customer escalations related to commercials or support issues. Co-ordination with management and team members and ensuring 100% customer satisfaction Key Achievements:  Have been able to fetch maximum customer response through active interactions  Succeeded in contributing to a healthy work culture at my work place  Coordination with the team has lead to right trouble shootings at the right time  Two time awarded as a part of Best Team  Three time awarded as a Best Individual Performer  Key contribution in getting the consumable order from the customer  Key contribution in Timely get cleared the payment for whole region  Get appreciate by many time by the customer for many task  One Certificate course done from E-learning Skill Soft site of Wipro in "Identifying What the Customer Wants – OPER0122" Education Qualification: • MBA (IT) from NIMS University, Jaipur –2015 • PGDBM (Operations) from Symbiosis University, Pune – 2008 • B.Com (Pass) from Delhi University – 2002 • 12th from CBSE –1998 • 10th from CBSE – 1995 IT Skills: Certification : ITIL Intermediate- Service Operation
  • 6. : ITIL@V3 Foundation : Completed MCP (Windows XP) Operating Systems : Windows XP, Vista, 7, 8, Mac Networking : LAN, WAN, VPN, Wireless Applications: - : MS Office Products (ver. 97, 2000, XP, 2007, 2010, 2013) : IBM Lotus Notes. (mail configuration in Smart Phone) : HP Open View, CA Service Desk. : Tally, Sigfa & Busy Bee (all Account software) : Smart devices configuration & handling. Training : PMP : ITIL@V3 Foundation : CA Service Desk : HP Open view Service Desk : ISO 9001:20000/27000 : Trend Micro office scan Personal Dossier: Father’s Name : Mr. Sushil Parwana Mother’s Maiden Name : Late Smt. SUMAN Date of Birth : 2nd January, 1980 Passport No. : JO495361 Nationality : Indian Hobbies : Learning New Skills, Listening Music, reading Languages Known : Hindi & English Extra Activities : Done Theatre with Asmita Theatre Group more than two years I, hereby declare that the above mentioned details are correct and true to the best of my knowledge. Place: Date: (Sachin Kumar)
  • 7. : ITIL@V3 Foundation : Completed MCP (Windows XP) Operating Systems : Windows XP, Vista, 7, 8, Mac Networking : LAN, WAN, VPN, Wireless Applications: - : MS Office Products (ver. 97, 2000, XP, 2007, 2010, 2013) : IBM Lotus Notes. (mail configuration in Smart Phone) : HP Open View, CA Service Desk. : Tally, Sigfa & Busy Bee (all Account software) : Smart devices configuration & handling. Training : PMP : ITIL@V3 Foundation : CA Service Desk : HP Open view Service Desk : ISO 9001:20000/27000 : Trend Micro office scan Personal Dossier: Father’s Name : Mr. Sushil Parwana Mother’s Maiden Name : Late Smt. SUMAN Date of Birth : 2nd January, 1980 Passport No. : JO495361 Nationality : Indian Hobbies : Learning New Skills, Listening Music, reading Languages Known : Hindi & English Extra Activities : Done Theatre with Asmita Theatre Group more than two years I, hereby declare that the above mentioned details are correct and true to the best of my knowledge. Place: Date: (Sachin Kumar)