1. Vinay Hegde
Ph: +91 9845648552
E-mail: vinay_a_d@rediffmail.com
Executive Summary
Over 14 years of broad and diversified experience in Incident Management, Project
Management, Customer relationship management, Team management and Training.
Result driven Project Management professional.
Core Competencies
Incident Management
Client Relations
Project Management Team Management
Trainings & Certifications
PRINCE2®practitioner certified ITIL v.3 Foundation certified
Professional Experience
June 2004 till date Mphasis
Project Management  Playing a proactive role in the promotion of project
management methods and standards, implementation of
good project management practice, and the monitoring of
projects.
 Ensuring the effective management of the project’s
stakeholders.
 Acting as the custodian of all master copies of the PMO
methodologies.
 Establishing a professional finance function within the
portfolio project to ensure the timely provision of project
funding end effective financial control.
 Ensuring that current projects are equipped with enough
human resources of the right skills at the time they are
needed.
 Providing a reporting service to the project. It also collates
base data and generates reports to multiple audiences
through aggregated data.
 Providing project administrative support for the relevant
boards.
 Providing expertise in software tools to support the change
environment, which includes providing training and
coaching in their use.
 Improving communication so that senior executives and
stakeholders know project status.
 Auditing / Peer reviewing of completed projects and via this

2. process:
a) Setting standards for how projects are run.
b) Ensuring project management standards are followed.
 Providing the function for managing documentation, project
history and organizational knowledge.
 Ensuring that status report for the project is uploaded by
PMs on a regular basis.
 Flagging the projects as Red, Amber, or On Hold as per
their status.
 Gathering data about project progress and producing
reports.
 Developing standards and processes.
 Encouraging the use of those standards and processes.
 Managing resources for projects.
 Delivering training and mentoring project team members.
 Managing dependencies across multiple projects.
 Cost center verification for the accounts.
 Gathering and verifying Cost Forecasts for the accounts.
 Gathering and verifying Cost Actual for the accounts.
 Highlighting % spent against total budget.
 Forecast Variance on costs for all the projects.
 Creating Dashboard for Cost Forecasts, Cost Actual,
Variance forecasting, and % spent for all the accounts
supported.
 Creating Weekly Dashboards and KPIs for different support
teams.
Incident Management  Ensure that all service level metrics are met or exceeded
indicating sufficient levels of service for customers.
 Ensure that SLA information is communicated effectively
and in a timely manner.
 Specialist in handling Severity 1(P1) and Severity 2(P2)
cases.
 Discussion with internal and external suppliers over
incidents, problems and known errors with a view to
resolution and avoidance of such failures.
 Responsible for increasing the effectiveness and efficiency
of helpdesk service by developing and implementing
improvement processes.
 Experience in managing production support of mission
critical applications regionally or globally on a 24x7 basis.
 Produces regular reports of service achievement to
customers and senior management.
 Responsible for the whole lifecycle of incidents, from
tracking to monitoring to escalation and resolution of all
incidents until closure.
April ’02 – March ‘04 Stream Tracmail Pvt. Ltd.
 Updated customers on Gateway policies and resolved their
pending issues and dealing with the best hotel productions
in the US and providing technical voice support.
 Worked on MS Excel and MS Word to prepare reports of
critical and important clients.

3. February ’01 – March ’02 Dishnet DSL, Mumbai
 Handled the entire department with 35 computers and
customers single handedly on a daily basis.
 Solving customer problems.
Educational Qualification
Bachelor’s Degree in Chemistry (BSc) from R.D. National College – affiliated to the
Mumbai University.
Personal Credentials
Personality: Pleasant, energetic, focused, hardworking, detail oriented, self-
motivated, adaptability to learn quickly, result oriented, Self-Driven.
Date of Birth: 7th October 1978
Address: Flat number: 404, 4th floor, Poonam Classic, Poonam Complex, Near
Sundar Nagar, Bolinj Road, Virar (west), Dist: Thane. City: Mumbai Pin: 401303
Nationality: Indian
Marital Status: Married
Corporate E-mail address: vinay.hegde@mphasis.com