This document contains a summary of Ashish Agarwal's resume. He has over 17 years of experience in IT service delivery, project management, and key account management. Currently he is working as an Operations Manager at Dimension Data India Pvt Limited, where he manages a team of 50 engineers and vendors providing IT services to over 3500 bank branches. Previously he has worked in technical support, customer service, and branch management roles at Sysnet Global Tech Pvt Ltd and Unicorp Overseas Ltd. He has an MBA and professional certifications in ITIL, Cisco, Microsoft, and Novell.

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Ashish Agarwal
Mobile: 09999799740 Email: a_agarwal007@rediffmail.com
Can headhunted for positions in Service Delivery / Project Management with a leading organization
preferably in the IT sector
BREIF OVERVIEW
 A result-driven technocrat with around 17+years’ experience in Service Delivery, Key Account Management
and Project Management in the IT industry.
 Strong abilities in spearheading IT efforts with an objective to maintain trouble-free operations and controlled
business expenditure.
 Deft in managing project operations ensuring completion within time and budgetary parameters
 Distinction of leading teams for setting up Infrastructures, UPTIME services, Network operations with Cost-
Effective Solutions
 An enterprising leader with honed project management, analytical and logical abilities.
 Possess significant understanding about a wide spectrum of technical aspects and tools.
 MBA, Certified CCNA , MCSE, CNA
Possess strong communication, relationship management and team building skills with abilities for timely
completion of projects.
PRESENT ORGANISATIONAL DETAILS
Since June’2007 with Dimension Data India Pvt Limited as Operation Manager
 Manage clients, internal team of 50 engineers and Service Vendors.
 SLA bound UPTIME operation of more than 3500 SBI and Associate Branches.
 Liaison with Higher Telco Officials in North Region (MTNL Delhi, Uttaranchal, Haryana, and UP-West ).
 Analysis of incidents for UPTIME and planning of SIP for significant improvements.
 Monthly review with Telco on network performance to achieve SLA.
 Monthly review meetings with SBI Officials at LHO and ZO levels.
 Provide support to engineers and create an environment for information sharing.
 Manpower planning, recruitment, performance management & training.
 Assisting the vendors in improving their quality based on feedback & criterions.
 Outsourcing of utilities by identifying appropriate vendor.
 Planning for IT infrastructure installation, monitoring and maintenance.
 Organizing programs for teams overall enhancement.
 Coordinating logistics activities.
 Monitoring Software and hardware inventory.
 Status reporting to regional Operation manager on weekly, monthly basis.
 Vendor coordination
 Important Client includes:
State Bank Group, RJIL 4G (Reliance), Bharti Airtel, Axix Bank, Federal Bank, UIIC, NIC, Laxmi Vilas
Bank, Canara Bank, VSNL, Henkel India, Concore India, Praxier, South Indian Bank, BoI etc.
Achievements:
1> Overwhelming recognition award from MS Country Head for Bandwidth Upgradation in 2000 State Bank
branches in record 3 months’ time.
2> People Culture award for recognition among TEAM.
3> Appreciation from AGM ITS-SBI on 100% CBS network completion.
4> Appreciation from COO – Di Data on MPLS migration of 800+ branches in record 6 month time.
PROJECT APPREHENSIONS
Title: 2 MBPS Bandwidth Upgradation Project
Client: State Bank Group

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Scope: Includes the end to end solution during BW upgradation to 2 MBPS from lower BW across Delhi –NCR,
Haryana, UP-West and Uttaranchal territory. Project includes end to end coordination with SI (BSNL / MTNL),
router configuration and modems installations in all branches in 2 hrs time frame.
Role: Spearheaded complete Planning, execution and control of the project.
Title: MPLS Migration Project from P2P
Client: State Bank Group
Scope: Includes the end to end solution for 1500 branches to switchover P2P media to MPLS across Delhi –NCR,
UP-West and Uttaranchal territory. The network divided into Core/Aggregate and ACCESS. Project includes the
delivery of Routers/Switches/Racks and Site readiness.
Role: Spearheaded complete Planning, execution and control of the project.
Title: 4G services Implementation
Client: Reliance-Jeo telecom
Scope: Includes preparation of AG3 BTS sites from scratch to functional – Site surveys to site readiness to
network devices implementation on racks with proper caballing, high end router installation and configuration etc
along with Civil and Electrical work.
PROFICIENCY FORTE
Project Management
 Project scheduling & analysis, Effort & Cost Estimation, Resource procurement, deployment & allocation
 Evaluate & assess requirement of hardware select appropriate vendors
 Monitor development activities; report project progress, technical support to project team/Stake holder.
 Deliver and implement the project as per scheduled milestones.
 Change management initiation, implementation & support.
 Ensure compliance to quality standards.
Infrastructure Set up & Management
 Address the infrastructure requirements for the growing business needs
 Develop an understanding of company’s strategic business objectives to ensure that projects are structured to
deliver maximum return on investment in the shortest time frame
 Architect and deploy new IT solutions by conducting project and risk planning sessions to ensure a high
probability of project success.
Relationship Management
 Meet deadlines and TAT without compromising quality norms and adhering to SLA.
 Delivery Management & Post Implementation supports.
 Understand & co-ordinate client’s needs / enhancements, customization, provide solutions in adherence to
delivery schedules.
 Achieve customer satisfaction by ensuring service quality norms and build the brand image by exceeding
customer expectations.
People Management
 Resolve support/operational issues in liaison with team members & operation managers.
 Team Engagement for skills enhancement and competency development activities.
 Provide support to Tech leads and create an environment for information sharing.
 Oversee manpower planning, recruitment, performance management & training.
Vendor Management
 Assisting the vendors in improving their quality based on feedback & criterions.
 Outsourcing of utilities by identifying appropriate vendor.
PREVIOUS ORGANISATIONAL DETAILS
Since December`2003 -May’2007 with Sysnet Global Tech Pvt Ltd as Branch Manager (P&L)
Career Path
Joined as Territory Manager – Customer Services to promoted as Branch Manager – Gurgaon
Have to manage 18 reputed clients in Gurgaon region effectively through a team of 48 technocrats, field engineers,
resident engineers and support staff imparting customized solutions to the clients, Generation of Repeat/New
business in the form of machine sale, Up-gradations, Annual Maintenance Contracts and Facilities
Management contract renewals etc. thereby achieving assigned targets and profitability of the branch. Business
development being the additional objective in Delhi - NCR which includes developing new service and sales accounts.
Exclusively handling the key accounts of Delhi branch like Eli Lilly & Co. (I) Pvt. Ltd. , Radisson Hotel – Delhi ,
Orient Craft Ltd. , Frito-Lay PepsiCo India , Unitech Group, Airport Authority of India, Ircon International,
Word Wide Fund, Feedback Venture, RITEs Ltd. Etc.

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Routine responsibilities include-
 Checking Work Control/Call co-ordination process, pending calls/installations, punching of service call records.
 Quality Audits of the field activities/calls and ensuring proper support to frontline engineers through co -
ordination with Tech. Support group, logistics Etc.
 Repeat business tracking, generation & collection of service revenue, machine sale promotion in existing as well
as new accounts.
 Maintenance of good report/PR with clients to strengthen the opportunities further in form of references.
 Monthly meetings with clients as per agreed SLA
 Keeping track of training requirements of engineers and senior technical staff based on feedback received from
helpdesk manager
 Reporting to the Assistant General Manager on weekly basis regarding service related issues, outstanding
payment updates and discussing the progress sheet related to mapping of new customers and preparing
strategies to achieve assigned targets and profitability of the branch.
 For Networking solutions, backup and disaster recovery solutions we are working closely with APARA Enterprises
Solutions Pvt. Ltd.
PREVIOUS ORGANISATIONAL DETAILS
Since November`1999 - November’2003 with Sysnet Global Tech Pvt Ltd as Asstt.
Manager – Technical Support
Career Path
Joined as Sr. Engineer – Customer Services
Promoted as Assistant Manager – Technical Support
 Technical support to all field engineers in Delhi – NCR for technical and escalated calls.
 Handling of escalation calls from reputed client related to server and e-mailing from Delhi – NCR.
 Imparting training to engineers on as per client setup.
 Pre-sales activities, like meetings with customers to understand their requirement and suggest optimized
solution.
PREVIOUS EMPLOYMENTS
Unicorp Overseas Ltd Customer Support Engg.
Unicorp Overseas Limited : First distributor of Compaq in Asia Pacific in India and one of the leading IT hardware
companies selling IT products and solutions to its valuable clients with a manpower strength as good as 1200 with
annual turnover of Rs. 500 Cr.
ACADEMIA
MBA : In Marketing and CRM
Institute : Sikkim Manipal University
Year and Month : February 2009
Degree / Diploma : Electronics and Communications Engineering.
Institute : M.G P. Institute, Hathras, Aligarh (UP)
Board/University : U P Tech Board, Lucknow
Year & Month : September 1993
CERTIFICATION
ITIL Foundation V3.0 (Information Technology Infrastructure Library)
Cisco Certified Network Associates (CISCO)
MCSE (Microsoft)
CNA (Novell)
PERSONAL DETAILS
Date of Birth: September 27, 1973 Address: E-41B, Jawahar Park, Laxmi Nagar, Delhi - 92
Passport Detail: G1541987 valid till 2017
Civil Status: Married