1. Resume snapshot
Experience 7 years
Qualification Diploma in Electronics and Communication
Certification Prince 2 Foundation and MS projects for Project management
Skills SAP GUI R3, c-Projects and Macros
Onsite Experience Visited KPN Netherlands to meet the project managers for re-transition
Work Experience
Company Name : MINDTREE LTD December 2014 – Till date
Designation : PMO Consultant/Operations Manager
Customer Project : Silicon Valley Bank Financial Group
• Initiating and managing background checks, resource on-boarding and off-boarding process
• Work with the ODC manager to develop the IT Project Standards guide, seeking
contributions from Project Managers, QA Team, Testing and Development Team and Service
Implementation Lead to ensure that the Standards meet best practice
• Deploy a common set of practices, principles and templates for managing projects attend
Post Project Review meetings to identify key areas of improvement to be captured into the
Lessons Learnt repository
• Champion in reporting such as, SLA Metric reports, Head count tracking, Knowledge
Management updates, Risk register, Service improvement plan, Billed analysis report,
Service value index, Attrition tracker, Run book
• Implement and communicate project standards across all projects in the portfolio and
become the primary information source for team members in following-up to ensure
compliance and consistency and taking corrective action as necessary
• Expertise in Invoicing process end to end by providing Accruals and Estimates, billing input,
updating guidance etc.
• Well versed with GMA and GME submission on a monthly basis across all portfolios
• Responsible for third party audits by Zinnov on the ODC governance controls twice a year
and providing Control testing, SLA and quarterly evidences
• Document Business continuity plan in case of disaster scenarios, communication
requirements and also worked on implementation of the BCP
• Procurement related activities -Synchronize internal resources, third party vendors and
Customer for the flawless execution of projects
• Supporting PM on project related tasks like staffing, resource identification, timesheets,
revenue submissions, invoicing, etc
Customer Project : KPN BV
• Identifying customer impacting issues, working out and implementing solutions and process
improvements to increase project success rate.
• Understanding and effectively utilizing resources in the project, departments, policies, and
procedures adhering to client standards
• Development, analysis and improvement of Project creation to closure.
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2. • Manage dashboard and customer mails with diverse team members with the fact of
different ethnic cultures
• Financially monitoring the intake and baseline in Projects
• Managed SOX Audit requirement with due-diligence to ensure 100% Compliance with First
time right check for the team members
• Worked on different team members of the projects like presales, standard delivery, WOK’s,
Transfer of hours, departmental tasks related projects.
• Front faced client on the MIS, Analytics & Reporting including the Monthly and Quarterly
Business Review
Company Name : DELL INDIA PVT LTD June 2006 - December 2009
Designation : Customer Escalations Specialist/ Technical Support
• Key resource in handling Michael Dell and Steve Felice escalation
• Responsible for managing Engagement, Attrition and Pulse for the team to enable resolving
escalations through enquiries, requests and complaints on telephone and emails and to
ensure that customer issues are resolved
• Identifying customer impacting issues, working out and implementing solutions and process
improvements to increase customer satisfaction rate.
• Scheduling regular meetings with other departments for products, services and adding value
to business by creating a personal and integrated service experience for the customer.
• Auditing the call recordings of the team members with customers and discuss with for
improvement on customer satisfaction
• Validate and address escalations, case follow-ups for the team assisting team members in
resolving complex issues and retaining dissatisfied customers by rapport building
• Actively participate in and drive the continuous improvement culture through lean projects
by identifying and eliminating blocks to accuracy, productivity, and quality.
• Mentor overall improvement of team members productivity by managing client Facing, SLA
& TAT driven environment
• Communicate value driven by the team to manager to influence decision making on team
performance
• To encourage feedback on services provided and recognize the changing needs of the
service, and make recommendations to the Team Manager for service improvements.
• Guiding team members in promoting additional revenue by cross selling of value added
products
• Assist in developing and implementing training programs like “YOU” to improve the quality
and productivity of the team.
• Key technical skills:
o Assisting Global & Large account client in troubleshooting activities
o Supporting in Testing systems to ensure the elimination of bugs or viruses
o Facilitate in Installing and Configuring operating systems and basic software
o Assist in configuring and implementing LAN
o Configuring Backup and restore
Company Name : Wipro InfoTech. Nov 2005 – June 2006
Designation : Co-ordinator for IT support
• Managing IT Helpdesk Support, Call Coordination, IT Infrastructure in Global Exchange
Services (Key account of Wipro InfoTech and a GE group company)
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3. • Generating basic data and preparing daily, weekly and monthly MIS Reports (of Wipro)
adhering to ISO standards
• Installing and Configuring Operating system and basic software
• Call Logging, Monitoring, Assignation of Tickets to the concerned IT persons and make sure
the closure to meet the SLA
• Responsible in directing engineers for the tickets logged and coordinate until resolution
• Tracking the logged tickets till closure and managing request for Folder access
permission/creation, ID creation, e-mail support for incoming IT issues
• Collecting users’ feedback to further enhance customer’s satisfaction level
• Hardware, Software (Installation, Troubleshooting & Maintenance)
Company Name : Optimetrix Integration & Solutions Pvt Ltd. April 2005 – Nov 2005
Designation : Co-ordinator for IT support
• First point of contact for providing support on all IT applications and systems
• Call Logging, Monitoring and Assignation of Tickets to the concerned IT persons on SLA
• Hardware and Software (Installation, Troubleshooting & Maintenance)
• Respond promptly to customer inquiries and to ensure resolution at the earliest
• Prepare and distribute customer activity reports
• Interacting with customers on business extension-Account Mining for new business
• Maintaining appropriate IT inventory records
• Vendor management- raising PO and follow up until the products are delivered
Rewards and Recognition:
• Rewarded by management for solving highest executive escalations
• Rewarded as the best performer on Customer satisfaction survey for consecutive 6 months
• Rewarded as champion in customer experience for 3 quarters in stack ranking
• Recognized in Dell's global website for the receipt of excellent feedback & appreciation
provided by Customers
• Customer appreciation certificate received less then a year in Mindtree
• Completed Prince 2 foundation successfully and also received appreciation from clients end
for the same.
• Rewarded for being successfully trained on MS-Projects and as a team did a model project
and presented the same.
• Received Spot-on award from Mindtree for in assigning tasks for resources for
approximately 1000 projects in a span of 2 weeks.
• Rewarded and as a SPOC for Migration of systems from Europe to KPNL account
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Personal Information
Date of Birth 8th July 1985
Interests Music, traveling, Reading.
Languages Known English, Hindi, Kannada and Telugu