Dhruv Kumar has over 6 years of experience in IT operations including incident management, service desk, change management, and more. He currently works as an IT analyst for Tata Consultancy Services on the OnePDM support team handling access management, change requests, and problem resolution. Previously he held roles with Nice Business Solution, Infinite Infosoft Solutions, Patni Computers Systems, and Mercer where he gained experience in databases, reports, quality assurance, and health benefits administration.

1. To promote the goodwill of the company for better output through a disciplined, organized and
progressive ways where my skills and knowledge can be use and enhanced to the fullest.
An accomplished professional with over 6 years of experience in Operations with expertise in
developing client services operations and ITIL functions including areas such as Incident
management, Service desk, Change management, Configuration management, Service level
management and Escalation Management
 Currently working with Tata Consultancy Services(TCS) from May 2013 to till date as IT
Analyst.
Project: OnePDM Support (Sep 2015 to till date) as IT Analyst.
Responsibilities: (As Team Member)
Tool: ARAS Innovator.
Handling OnePDM Support Team for 12 members on 3 locations (Pune Chennai, Onsite).
Responsible for Access Management, Change management, problem Management related
Issues on daily routine.
Preparation of AML queries and execution in production environment for different issues in
change management process in order to get the information and update database.
Part of ETL process (Extraction, Transformation, Load) process.
Responsible for Application performance based on server maintenance activity.
Responsible for coordinating different team in case of PDX fail to run via ECO and get it
corrected with help of Integration team.
Responsible for integration services maintenance.
Responsibilities: (As internal Team Lead)
Create an environment oriented to trust, open communication, creative thinking, and
cohesive team effort.
Provide the team with a vision of the project objectives.
Shift Roster management for team into 24*7 environment.
MIS related activities on MS Excel and MS PowerPoint.
Status reporting on Daily, weekly and monthly basis to the management.
Team performance measurement using different parameters.
Introduction and project related process KT for new joiners.
Motivate and inspire team members for project related activities.
Ensure discussions and decisions lead toward closure.
Assure that the team members have the necessary education and training to effectively
participate on the team.
Coordinate with internal and external customers as necessary.
CAREER OBJECTIVE
Resume
Dhruv Kumar
Address: A-102, Phase 2, Vedant Residency, Thaksen nagar,
Sus Gaon, Pune - 411021.
Email: Badalbaddy@gmail.com
Badal_12312@Rediffmail.com
Contact no: +91-8390590316, +91-9158822608
WORK EXPERIENCE
SUMMARY

2. Work with functional managers and the team sponsor to obtain necessary resources to
support the team's requirements.
Establish meeting times, places and agendas.
Provide guidance to the team based on management direction.
Roles and Responsibilities:
Project: PDM T2/T3 Support (May 2013 to Aug 2015) as System Analyst.
All the activities were same as Nice Business Solution including addition responsibility as
below.
Responsible for Deployment/Testing in PDM Application system in regular time interval.
Handling BMS tool for PDM Application’s health and performance.
Handling server related activities such as cleanup, update, patch and many more.
Handling Integration/migration activities from PDM application to other applications like
SAP, OnePDM.
Shift roster preparation for team and get implemented
Promoted as IT Analyst in April 2015.
Achievement:
TCS Internal certification for Digital : BigData and Hadoop Ecosystems.
TCS internal certification in Performance management, Service Management(ITIL)
TCS internal certification in Quality management, Lean Six Sigma.
TCS internal Award for Star Team (as team member).
 Worked with Nice Business Solution Oy from July 2011 to April 2013 as Application Support
Executive.
Roles and Responsibilities:
Project : PDM T2 Support
 Analysis, design, implementation, and testing of web-shared databases. These
databases are mainly administrative oriented and are used to support the Product
Database Management system.
 Design and implementation of interfaces between the above mentioned databases and
other corporate tools (Citrix tools).
 Handling Access Management (user specific account creation /modification)
requests in PDM Applications for Nokia client.
 Definition, design, development and maintenance of database specific MIS, including
production and maintenance of associated documentation.
 Maintaining ITSM (Remedy Tool) database for Nokia users for their admin issues.
 Maintaining BMC Remedy IT Service Management – Incident Management.
 Providing Admin support to the user with Fastrack Reports.
 Support the Nokia’s PDM Application, Epicor Database, Insight Database.
 Tracks open incident and request fulfillment across all lines, ensuring SLA
commitments, Status Maintain & Priority.
 Worked with Infinite Infosoft Solutions from 11th Oct 2010 to 20th
Jan 2011 as an MIS
executive.
Roles and Responsibilities:
 Creating and maintaining reports in Excel & MS SQL that allows the company to get
information on daily business activities.
 Responsible for the development of database using SQL queries.

3.  Collate, Analyze and Present company performance details quarterly and half yearly
reports to the Senior Management.
 Monitor implementation of MIS processes and evaluate their effectiveness
 Generate, maintain, analyze & present daily/ weekly/ monthly Sales, Quality and Client
Service reports.
 Creating Quality MIS/Dashboards to report progress made through quality initiatives
and report overall quality level it to the concern Department within the organization.
 Design reporting formats using charts and pivot table to provide accurate
information in a clear and concise manner
 Preparing Workflow MIS reports and forecasting workforce availability based on data
collected and trend analysis along with day-to-day Analysis.
 Worked with Patni Computers Systems Ltd. from 21st
Jan 2008 to 31st
July 2009 as an
Executive.
Roles and Responsibilities:
 Doing process and quality checks related with health & benefits.
 Doing payroll process for Active and Retiree participants of clients.
 Taking client calls and attending meeting with client via tele-conferencing.
 Responsible for Quality Calibration.
 Making and updating SOP’s for process improvement.
 Generating reports at the end of the day.
 Maintaining MIS and presenting them to the senior management.
 Responsible for Knowledge Management
 Worked with Mercer (I) Pvt. Ltd. from 03rd
Aug 2009 to 31st
March 2010 as an Analyst and
promoted to Sr. Analyst in 2010 Appraisal.
Roles and Responsibilities:
 Same as in Patni Computers Systems Ltd.
 BCA (70%) from Bangalore University in 2007.
 12th
(65%) from L.M. College Gaya in 2003.
 10th
(57%) from B. P. High School Begusarai in 2000.
 Operating Systems : Windows 98/2000/XP/2003/2007/Vista/Unix.
 Application Software’s : MS Office 2007/2010/2013, Visio, DTS, ITIL
 Programming Languages : C, C++, VB, Unix, HTML Java, VB.NET, MS SQL
 Completed Hardware (A+) and Networking (N+) course from Jetking Institute Bangalore
 Positive attitude with aggressive target oriented personality and Very committed towards the
assignment given to me.
 Punctual, Enthusiastic, Smart Working.
 Ability to deal with people diplomatically.
 Always keen to learn new things and abilities to implement new ideas into the work.
 Having knowledge of H&W (Health and Benefit) domain.
 Got Rising Star Award while working with Patni Computer System.
PERSONAL DETAILS
KEY SKILLS AND ATTRIBUTES
EDUCATIONAL QUALIFICATION:
COMPUTER PROFICIENCY

4.  Date of Birth: 15/01/1984
 Father’s Name: H. K. Singh
 Gender: Male
 Marital Status: Married
 Language Known: English, Hindi
 Hobbies: Bike riding.
Date:
Place: (Dhruv Kumar)