This resume is for Sumit Mohan. He has over 3 years of work experience in technical support roles at IBM Daksh in Gurgaon, India and HCL Technologies in their BPO division supporting British Telecom broadband services. His educational qualifications include an MBA from VBS Purvanchal University and a BSc in Botany and Chemistry from Lucknow University. He is seeking a professional role where he can utilize his skills and hard work to achieve heights for both the organization and himself.

1. RESUME
SUMIT MOHAN
Present address- RZ-71, Palam Vihar, Sector-6, Dwarka
New Delhi Mobile No +91-9811873038
E-Mail jams772@yahoo.co.in Contact No. +91-9415463268
No
Passport Ready
Native City- Lucknow
Career Objective: - To obtain professional & financial heights, both for the organization and
Self, through my skills & hard work.
Professional Qualification : M.B.A full time course (2002-04) From Department of Business Management,
V.B.S. Purvanchal University, Uttar Pradesh , India Approved and recognized by A I C T E & U G C. has
been rated as B+ institute.
CIC (Certificate in Computing) from IGNOU a 6 months course with A grade in year 2001
View my MCP transcript on
https://mcp.microsoft.com/authenticate/validatemcp.aspx and put Transcript ID (836579) and the Access
Code (SR5521684)
Academic Qualification:  BSc in Botany, Chemistry from Lucknow University in 2000
 Intermediate from U.P. Board in 1997.
B  High school from U.P. Board in 1995.
Project Works :  Summer Training from LARSEN & TOUBRO LIMITED .
Training Topic  “Determination of Market Share and Potential of ACB’s and MCCB’s of L&T vis-à-
vis Its Competitors ” at Lucknow.
Training Duration – Jul-2003 to Aug –2003.
Skill Set : # Computer proficiency #Business sense #Windows 2003 server
# Communication skill #organizing & leadership #MS Office
Curricular Activities : Taken active participation in organizing different seminars
& guest lectures during M.B.A
Continued………

2. Work Experience
Total Experience: 3.3 years approx.
 Working with IBM Daksh, Gurgaon, India.
 Designation -- Tech Lead – IT Operations (Band5)
Current Project 1
Virgin Mobile USA Network operation centre (VMU NOC), Helio NOC and
Virgin IT Helpdesk. as a shift as supervisor.
IT Helpdesk Role:
* Be the first contact point to internal employees of for support calls.
* Log and resolve support calls raised by internal employees.
* Provide immediate resolution to Helpdesk Service Requests within a timely manner, demonstrating technical
expertise and exceptional service skills.
* Monitors requests, ensures resolution, notifies user of status, and is responsible for the escalation of service
problems and issues within established guidelines.
* Ticketing tool used is Remedy.
* Interact with the global workforce.
* Interact with global users
* Logging tickets for every/call issue
* Provide technical support using problems solving abilities to internal staff.
* Identify, evaluate & prioritize user issues & complaints.
* Analyze user problems & formulate plans of resolution.
* Utilize all technical resources to solve user problems.
* Escalate unresolved calls to appropriate support specialist or service group.
* Coordinate with onsite US Workstation support team.
* Achieve high % first call/first touch problem resolution; high % individual & team user satisfaction rating, low
call abandonment rating.
* Must adhere to standard Helpdesk Service Level Agreements defined.
* Participate in on-going training & departmental experience
*Provide Virgin Mobile IT helpdesk support as Level-2 which includes troubleshooting different issue related ID
admin, laptop/Desktop troubleshooting, Outlook, ID-Creation and Deletion.
NOC Role
It is a IT- Telecom infrastructure IBM Global project , majorly includes Network Monitoring.
Raise alerts for failed backups running under Net Backup scheduler. Re-start jobs where authorized to do so or
alert Backup Engineering.
Mobile handset testing through device anywhere (virtual mobile software).
Remedy trouble ticket creation on every event, outage, maintenance, monitoring alerts etc and keep a log of
daily ticket creation and follow up them till their resolution.
Working with Change Request Management.

3. Alarm monitoring database servers, SMS servers, Hardware Network , MOC servers, on different monitoring
screens through the high end monitoring Raise alerts for failed services and manage appropriately (raise Trouble
Ticket, send out communications as per prevailing procedures, engage On-call support, Incident Management
etc).
Tools used- IBM Tivoli Enterprise Console , ,
ORION , Remedy, Cacti, Big brother, UEG console, Telchordia systems,
Vamp, BEA Dashboard, SS7, Sitescope, Nagios, Webmetrics, Teamtrack.
Sending pre and post maintenance/outages notifications on the Network.
Monitor the alarms of network's performance of Virgin mobile (remotely) located in USA through some specific
high end tools.
Identifying incidents as SEV1/2/3 issues and notifying every team promptly.
I report to my manager.
Daily workforce allocation to the team for achieving predestinated service delivery (SLA).
Interact with Client on weekly basis over a conference call and discuss all the issue coming up on daily basis, take
out possible corrective action plans.
Project 2
Worked in HP Desktop computer Technical support as a Supervisor to lead a team technically
I have been handling different teams on behalf of the Team Leader and supporting teams technically as an SME
(Subject matter expert).
Keep them Motivated.
I have given drastic changes in team's performance by saving attrition rate in different teams. I am very much in
practice of TL's/ SME's KRA.
Barging their live calls, to check the quality of call. Are they giving right kind of support to a customer,
maintaining the quality of Customer service or not.
Organizing different coaching sessions for the team to make team's performance more effective and logical for
achieving maximum Customer satisfaction.
If they are some where wrong, take a one to one session with them and give them feedbacks.
Prepare different reports of every agent daily, weekly and monthly basis.
I have been involved in different Pilot projects in the company.
Taking Supervisory calls.
Data analysis of reports.
This is very brief KRA of my profile
 Worked with HCL TECHNOLOGIES LTD, BPO for British Telecom
Broadband Services .I joined HCl as a TSO but was responsible for a Support function.
.Designation -- Technical Support Officer

4. Nature of Activity I have been handling different teams on behalf of the Team Leader and supporting
teams technically as an SME (Subject matter expert).
Keep them Motivated.
I have given drastic changes in team's performance by saving attrition rate in different teams. I am very much in
practice of TL's/ SME's KRA.
Barging their live calls, to check the quality of call. Are they giving right kind of support to a customer,
maintaining the quality of Customer service or not.
Organizing different coaching sessions for the team to make team's performance more effective and logical for
achieving maximum Customer satisfaction.
If they are some where wrong, take a one to one session with them and give them feedbacks.
Prepare different reports of every agent daily, weekly and monthly basis.
I have been involved in different Pilot projects in the company.
Taking Supervisory calls.
Data analysis of reports.
This is very brief KRA of my profile
Personal Profile: Father’s Name : Late. Shri K.M. Sharma ( Scientist, C.D.R.I, Lucknow)
Marital Status : Single
Date of Birth : 14th Dec, 1979
Languages Known : Hindi, English.
Hobbies : Watching movies.
DATE :
PLACE: (SUMIT MOHAN)