Pankaj Kumar has over 7 years of experience in IT project management and coordination. He currently works as a Project Coordinator for BT Global Services in New Delhi, India. He holds PRINCE2 certification and has managed implementations and service delivery for clients in the UK.

1. Pankaj Kumar
+91 (0) 9999695302 (M)
pankaj.thakur.asmita@gmail.com & thakur.pankaj4414@gmail.com
Summary:
Total Work Experience : 7+ Years
Current Employer : BT Global Services.
Designation : Project Co-ordinator.
Current Location : New Delhi (India)
Date of Birth [Gender] : 10 Sep, 1984 [Male]
Areas of exposure/expertise:
Review of my credentials will indicate that I am a qualified and high performing individual with
excellent professional and technical skills achieved via rich cross-functional exposure of 7+ years
across the industry, of which 6 Years in managing the entire spectrum of IT Enabled Service
related functions including Service Excellence, Technical, Compliance and Team Management
across Service Delivery; presently associated with BT Global Services as a Project Coordinator .
Certifications
PRINCE 2 CERTIFIED (APMG)
• Prince 2 Foundation: P2R/MY007093
• Prince 2 Practitioner: P2R/MY007120

2. Technical Summary:
• Good knowledge in Computer Operations in Win 2000, Windows 9, XP,MS-DOS, MS Word,
Excel and intra Net Working.
• MS word
• MS Excel
• Knowledge of remedy tool
Employment Record:
British Telecom (Lloyds Bank) OCT.2015-Till
Date
Handle IT implementations for the Client in the UK region. Ensuring LAN, WAN, Telephony & Managed
Security Services are implemented on time, as per scope & agreed budget with the Client.
Project Responsibilities
• Create Project Charter, Project plan/schedule using Ms Project, Project Scoping, Statement of
Work, Statement of Requirements, Manage & create Risk Register/Issues Log, Project Reports,
Chair Steering committee meetings/Project Review boards, Internal / External Stakeholder
Management, Working with Solution Design team for design build, Business Case
preparation/presentation and manage funding approvals where needed.
• Participate/Chair Project review meetings for the department
• Regional Lead –Service Improvement – manage all Service Management issues – Service
Delivery Issues, Transitions, Support Set-up and Service Improvement within the organization
and offshore partner/supplier organizations
• Site Lead for all Supplier / Vendor issues in the region, responsible for vendor performance for
outsourced business processes to offshore partners for CSD
• Manage operations team/project team members and ensure services are delivered as per SLAs /
OLAs
• Chair Service Review Meetings(SRMs) with offshore partner organizations and ensuring
performance delivered as per agreed SLAs
• Escalations lead for Incident / Change Management issues to ensure on time delivery
• Knowledge Management - Accountable for documentation of all agreements/process guidelines
as agreed with suppliers and ensuring the partner team produce and update the KT(knowledge
tool) with updated documents/processes

3. • Get suppliers to deliver RCA’s(Root cause analysis) for service disruptions and work with them to
define and agree on SIPs(Service Improvement plans) to improve quality of service and/or to
reduce service cost to the organization
Tech Mahindra Ltd. Aug.2009-Oct 2015
BT Project Support
Project Management – Service Delivery UK – British Telecom
• Deftly managing multiple projects, ensure successful completion of the projects within the
approved Budget and smooth execution and implementation of the Project
• Collaborating with the team members and senior management to maintain a continuous stream of
information regarding the project status and progress
• Interacting with the management, team, and associates to facilitate smooth communication to
understand and analyze the requirement and also to identify appropriate solutions for problems, if
any.
• Managing and delivering the project that starts right after the customer sign-off on Change control
or a new Contract and ends with the successful billing. Overseeing and coordinating the day to
day running of projects by assisting project managers and senior managers.
• Preparing Roll out Plan requires inputs from BT and is shared and agreed with customer) after
having a Kick off call with the Project Manager.
• Delivering Service Levels in accordance with Client specifications with Optimization of Costs.
• Managing Projects related to Small and Medium business in UK from Delivery of diverse IT
solutions to the successful on time billing start.
• Coordinating among different internal/External Dept. of BT to deliver the project/Circuit/CPE as
per the date promised to the customer.
• Performing Inventory Cleanse-check the circuit/CPE identifiers, SLA’s, IP Addressing and site
details etc and tallying it with customer requirement (CAF (Contract Amendment form/Contract)
etc. Matching complex, many paged contract with the inventory, Invoicing of kits, PO approval for
Kits, Site Commissioning.
• Performing Commissioning report check to confirm the no. of circuits and CPE delivered to match
with the Contract requirement.
• Executing the amendments in the BFG (backend systems) to ensure customer is billed for the
correct product.
• Accountable for Task closures in Expedio and key dates like Billing Start Date updated in multiple
applications like Expedio, BGF IMS, Diplomat, CSS, COSMOSS. Hand book Generation, Job
Closure on Multiple applications
• Managing team lead activities as process trainer, mentoring and guiding the team and new
agents to improve quality of work.
• Handling escalations regarding process and preparing Process Metrics; ensuring that all process
updates are properly cascaded to team members.
• Entrusting with daily performance tracking, SLA tracking & adherence (TAT & Accuracy), regular
monitoring of Project performance in terms of Process Quality, service delivery, individual
performance and conducting daily/weekly/monthly performance meetings.
• Handling issue for cease in Error
• Arranging CE and PE deployment with tech services

4. Dealt with below UK based companies
- PAUL SMITH GROUP HOLDINGS
- RENTOKIL INITIAL PLC
- KREAB GAVIN ANDERSON AB
- I B M UNITED KINGDOM LTD
- TOTE BOOKMAKERS LTD
- DAIRY CREST LIMITED
Initiatives
Managing ORT (operational readiness testing)
• All the new products are tested before it goes live. The responsibility of the testing PSO is to
highlight the issues and to coordinate with all stake holders for the solutions.
• Coordinating among different Internal/External Dept. of BT to deliver the project/Circuit/CPE as per
the date decided for the product.
Achievement in Tech Mahindra
• 8 times Appreciated by BT Project Managers / Team by BT -E Cards
• Awarded as Rising Star, 4times awarded as Start Performer & 1 time part on the back in Tech
Mahindra.
Hewitt Associate. From OCT’08–Feb’09
HR consultants (Daimler Chrysler)- Team Player
Hewitt Associates

5. • To give advice to Chrysler employees regarding their Health Care Plans.
• To calculate the pension for the retired employees.
• To assist clients with their medical expense claims.
• Report generation.
• Change health care plan
• To Add and update dependents of the Employee
• To Update beneficiaries of Employee
• To Update name and/or address of Employees
• View provider directories
• To give advises in selecting primary care physician
• Request a Summary Plan Description (SPD)
• Report the death of a retiree or a retiree spouse
• To give help in Obtaining an Electronic Funds Trasfer (EFT) form
• To give help in Obtaining a Tax Withholding form
• Giving advises for benefits to a surviving spouse
HCL Noida (Nov 2007 - Sep 2008)
BT Project Gold
ISP Trouble Shooting-Sr Executive
• Providing resolution to customer while taking calls.
• Coordination between customer and other departments.
• Achieve team Call Quality requirements, team Productivity requirements.
• To Generate and analyze daily activity report.
Education
• Graduation: BA-(Pass), Delhi University in 2007

6. WORK SHOPS / TRAINING PROGRAMS ATTENDED
• Business Etiquettes
• Presentation skills
• Succession Planning
• Emotional Intelligence
Personal Details
Name : Pankaj Kumar
Date of Birth : 10/09/1984
Nationality : Indian
Languages known : English, Hindi

7. WORK SHOPS / TRAINING PROGRAMS ATTENDED
• Business Etiquettes
• Presentation skills
• Succession Planning
• Emotional Intelligence
Personal Details
Name : Pankaj Kumar
Date of Birth : 10/09/1984
Nationality : Indian
Languages known : English, Hindi