Digvijay Singh has over 12 years of experience in IT operations including infrastructure management, process management, team management, service desk operations, and project management. He is currently an Assistant Manager at Sysnet Global Technologies handling operations and a team of 40 engineers. His responsibilities include client relationship management, service delivery, team management, SLA agreement and management, and communication. He has experience successfully executing projects on time and within budget at Sysnet and Redington India.

1. DIGVIJAY SINGH
Mobile: 09811271152,09873970941
E-mail: Digvijay002@yahoo.co.in
Objective: "To strive for excellence while overcoming challenges and to grow as a professional acquiring new skills and
broader strategic vision and prefer sincerity at work to opportunism"
Career Précis
 Over 12+ years experience in IT Operations entailing:
Infrastructure Management, Process Management, Team Management, Service Desk Operations,
 Presently associated with Sysnet Global Technologies Pvt.Ltd.as an Asst.Manager Service delivery & Project
Management.
 Currently handling HP ESSN Delhi NCR & N2 operation and handling team of 40 Server Engineers, TL and coordinators.
Core Competencies:
 Expertise in Planning of complex Project /Delivery of IT operations; Project Management/ Program Management.
 Proficient in process improvement, strategic and operational planning, forming strategic alliances,, budget planning.
 Energetic and goal oriented with a genuine passion and a well-rounded background in supporting a progressive organization in
optimizing performance and growth.
 Skilled in optimizing team dynamics, uniting diverse agendas to a common goal, and harnessing strategic and operational
drivers to deliver results.
 Excellent customer support skills including training, providing product presentations; identification of growth opportunities by
category, customer, and brand with individual action plan for each segment.
 Similar proficiency in Analysis of Project Requirements, Scoping, Estimation, Resource Optimization, Costing, Risk & Change
Management and Control of Project Execution.
 Leading change, understanding the effects of organizational and process changes, and implementing innovative solutions
leading to successful transitions and how this impacts the operation in terms of workload / cost.
Project Executed at Sysnet:
IMMOLS (Integrated Material Management ON-LINE System):
o Implemented all across the country in 130 locations divided in four phases consisting installation of complete
Domain setup in cluster as well as non-cluster mode.
o Aligning with all domains like server, network, voice and extracting the data as per client requirements by regular
follow up with customers.
o Ensuring the submission of entire information & documentation prior to regular conference calls and other
feedback sessions.
o Carrying out Service Improvement Plan for customer through MIS/Call analysis.
o Handling the follow-up with Help Desk, TRC and Stores.
 Notable Credits
o Successfully took initiatives to execute projects on time and within budget.
o Effectively ensures that systems are in line with requirements specified by clients.
o Gained additional projects basis excellent services and on-time deliveries of projects.

2. Responsibilities Handled:
 Client relationship management
 Single point of contact for service delivery
 Team management and performance management
 SLA agreement and management
 Contract management and billing
 Communication plan finalization and adherence to process for communication
 Manage client and internal communication
 Communication process for team - written, oral and improvement plan
 Co-ordination with all stake holders for delivery of contractual obligations
 Coordinate for the Preventive Maintenance of assets as may be required
 Coordinate for the Supplier Inventory Audit at regular predefined intervals
 Recommend Upgrades and best practices as may be required in the course of service delivery
 Develop, plan and manage budgets for all aspects of the client’s service delivery under the contracted terms
 Forecast costs and timescales for additional resource against new or additional scope
 Create business cases for client business continuity duly working with Supplier Account Management team
 Escalation management
 Timely closure of incidents and quality check
 Incident management metrics and adherence
 To identify performance issues and take ownership for the development, implementation and communication of service
improvement plans
 Prepare for and conduct review meetings and executive briefings – scheduled as per the agreed frequency levels.
 Record Minutes of Meetings and circulate them to all the pre-identified stake holders before EOD of the next business day
of the completion of the meeting
 Follow through all the action items with the action owners and work towards time bound resolution of the same.
Vendor Management
 Finding New Vendors/Partners in north and east regions
 Timely Renewal
 Cost Deduction
 Responsible for implementing processes
 Application Management,
 Providing support to application Team for Delivery the Project within time frame.
 Providing support to application Team members for preparing new Application for in house as per the business requirement.
 Timely Maintenance of running Application
 Proactive approach for support for business.
 Hardware/ Software Leasing and Procurement
 Be first line of contact on personnel issues arising within the team
 An escalation point for the User / client complaints relating to service delivery and support.
 Conducting periodic Performance Reviews.
 Managing the Inventory and branch
Certifications
 IBM AIX 5L Certified
 Microsoft Certified Professional (MCP)
 Cisco Certified Network Associates (CCNA)
 HP Server Certified.
Scholastics
 B.sc from Purvanchal University, Jaunpur (U.P) in 1998
 Pursuing MBA From Symbiosis Pune
TECHNICAL Skill Set
o Windows 2000 Server o Windows 2003 Server

3. o Windows 2008 Server
o Exchange Server 2003
o MacAfee and Symantec Antivirus
Server
o ADS, DHCP, DNS, Web, File and
Print Server
o Cisco Router and Switch
o 3Com Router and Switch
o RIP, IGRP, EIGRP, OSPF and BGP
o IT Security
o Windows Server Virtualizations with
VMware
o Windows Server Clustering with
VMware
PREVIOUS ASSIGNMENT
Redington India Ltd. July 2005 to April 2010
Technical Specialist
July 2005 to April 2010
Project Executed at Redington:
 Handled various Projects i.e. Wipro (DIAL), National Institute of Immunology, Bhushan
Steels
 MMTC Disaster Recovery Solution Project with Primary Site at Delhi and DR Site at
Chennai
o MMTC has its Primary site at New Delhi and all locations access the centralized SQL
Database from here.
o Understanding the solution and getting compliance from vendors
o Holding meetings with the customer and developing project schedule.
o Installation of Windows 2003 Enterprise server in cluster environment using Dell/EMC
hardware
o Installation and configuration of EMC Power path.
o Installation of SQL Virtual Server in Failover Clustering
o Installation of Veritas Backup s/w.
o Installation of Active Directory Controller
o Installation and configuration of EMC CX 300 Storage
o Installation of Cisco Switches and Cisco Router.
o Had worked on VM Ware for MMTC.
Responsibilities Handled:
 Monitoring all calls by Service desk tool.
 Ensure customer complaints are resolved by taking corrective actions
 Ensure that service norms committed to customer are met
 Looking after all application support operation.
 Stating documents to achieve and providing the evidence of activities performed
 Ensure preparation of process documents for all services covered in the contract
 Improve calls resolution by performing exact RCA/PIR.
 Ensure customer satisfaction by responding to all escalation regarding IMS services
 Improve customer satisfaction by CSAT and providing better services
 Escalate quality issue beyond control to higher ups and get the solution at earliest
 Reduce call which not meeting SLA and improve operational result.
 Defines roles and responsibilities/KRA of the team member
 Provide technical assistant to team member if they require
 Managing the vendors
 Manage discipline of team and if require, escalate to Reporting Manager.
 Identify training needs and ensure that trainings are carried out to meet the quality service requirement
of the customer.
 Evaluate engineers performance periodically
KRA Details

4.  Need to plan service delivery model & project Management - spares , resource , skill set requirement
 Managing details of customer asset under AMC & warranty.
 Plan back to back support for higher end devices covered under contract.
 Need to get customer site specific process documentation prepared
 Responsible for team performance review , training requirement , Resource backup Planning
 Conducing weekly review to monitor SLA performance
 Responsible for leave management , handling resource attrition, recruitment and redeployment
 Customer review meeting MOM , concern area , suggestion given , help required from customer need to be
documented
 Main KRA would be Total control on Project , customer relation & satisfaction , value addition at site.
Crompton Greaves Ltd., New Delhi since June’2003 to June’2005
Customer Support Engineer
Job Responsibility
o Had worked on IBM xSeries 225&325Server
o Has worked on Red hat Linux 8.0 for 300 users for
o Life Insurance Corporation of India and maintain their
o Hardware& network for two years.
o Has worked on Cisco catalyst switches 3750 &
o Cisco Router 1700, 1800 & 3620series
Personal Vitae
Date of Birth : 1st
July, 1979
Address : 18/144, FF, DDA Flats South Enclave, Near Ambedkar Nagar Police Station,
New Delhi -110062
Languages Known : English and Hindi.
I hereby affirm that the information in this document is accurate and true to the best of my knowledge.
DATE:
PLACE: (DIGVIJAY SINGH)