This document contains a resume for Vipin Kumar summarizing his professional experience and qualifications. He has over 15 years of experience in project management, service delivery, data center support, and people management. Currently he is a Senior Service Delivery Manager at Hitachi Systems Microclinic Pvt. Ltd. where he is responsible for projects management, service delivery, helpdesk/NOC management, technical assistance, and vendor management. He has previously worked for HCL Services Ltd. and Tritronics India Pvt. Ltd. in similar roles.

1. Vipin Kumar
Mobile No. : +91- 9958008435, E-mail: vipinwelcomes@gmail.com
H i g h l i g h t s
I am an enthusiastic and dedicated professional managing a team of 150 Peoples and having experience in
Project Management, Service Delivery, Datacenter Support, People Management, client servicing. Worked
upon EMC Storages, Pedestal & RACK Servers, for giving support to various esteemed organizations.
A r e a s o f E x p e r t i s e
• Project Management
Developing a detailed project schedule for each project, executing pre-project and post-project
implementation, monitoring project progress, facilitating project meetings, reviewing project
deliverables, identifying and mitigating project risks. Final Project Handover to customer and sign off
from customer for Project completion.
• Service Delivery
Discussing process performance with the client on weekly & monthly business reviews. Highlighting
any issues and corresponding improvement contingency plans. Addressing any reasons for client or
end customer dissatisfaction and creating control measures to eliminate the same in the future.
• Process Management
Monitoring day-to-day work & process flows & setting benchmarks for the team on quality,
productivity and other measurable with a view to exceeding SLA metrics on an ongoing basis.
• People Management
Leading, training, grooming and motivating the team in order to facilitate achievement of SLA,
achieves operational effectiveness and internal customer satisfaction. Ensuring adequate resource
availability through capacity planning & by managing rosters, vacations etc.
• Vendor Management – Working with OEM /TP Vendors for support and revenue operations. For
B2B support of Hardware /Engineers /Security support with OEM / TP vendors. Projects downloads
from OEM for installations/support.
• Technical Skills
Worked on IT products which include EMC Storages, Pedestal & RACK Servers, Desktops, Printers &
peripherals.

2. Professional Experience
I. Currently Working with : Hitachi Systems Microclinic Pvt. Ltd.
Designation : Senior Service Deliver Manager
Duration : March 2016 – Till Date
• Projects Management - Preparing Project Charter /Defining Schedule and timelines /Design
document / Creating WBS / Test plan / Risk & Mitigation plan / Review Frequency / Escalation Matrix.
• PMO Governance Team – Formed PMO for projects along with Japanese team. Reviewing of
projects on weekly basis based on WBS and chasing up with the concerned teams for completion of
Projects in defined timelines. Clarity on Scope of Work. Enabling the team to complete the projects
on time.
• Service Delivery - Taking Care of service delivery for North Region with 150+ Engineers through 4
Direct Reportees. Preparing service Design Document for new opportunities & existing accounts.
Created Account profitability sheet for each account to improve the profitability and margins in the
accounts. Follow up for pending payments for respective accounts and maintained the target for
bring down the outstanding > 60 days to Zero. Optimization of costs to improve margins. Developed
In-house team to provide support for S4N items. Created Backup team for Leave management to
maintain and improve customer satisfaction.
• Helpdesk/NOC Management - Handing 24X7 Helpdesk / NOC operations. RCA for Pending calls > 3
Days calls / escalation from customers. Streamlined HP Service One warranty support for Helpdesk &
Field operations. Developed Roasters for Helpdesk/Field teams.
• Technical Assistance Cell – To enable support for customers/ Internal Engineers developed TAC
team along with Helpdesk.Integerated Antivirus/Security team with TAC/Helpdesk to enable remote
support to customers/ engineers.
• Vendor Management – Working with OEM /TP Vendors for support and revenue operations. For
B2B support of Antivirus /Security support /Hardware support with OEM.Projects downloads from
OEM for installations/support.
II. Organisation : HCL Services Ltd.
Designation : Service Deliver Manager
Duration : April 2004 – March 2016
• Project Management - Working on projects directly along with the team of 85 Engineers. Dealing
with the clients, taking their requirements about the project and working on the same. Planning for
the complete project, discussing and finalizing with seniors. Managing project completion in
estimated budget. Guiding, Motivating, and training the trainees and engineers. Coordinating with
other IT managers working on the projects. Reporting to the senior project manager about the status
of project, discussing the problems facing in completion. Working in such a way that it get completes
in minimum cost i.e. cost reduction. Hiring employees as per the requirement of project. Dealing with
the new clients for getting the new projects for the company. Representing the team and project in
meetings.

3. • Data Centre Support – Taking care of installation & maintenance of HP Blade/RACK Servers/ EMC
Storages/ SAN Switches /Quantum Tape Libraries/ Configuration /Operating system support. Follow
up on the pending Issues related to projects tasks delivery and chasing till project completion,
maintain relationship between the customers, vendors, and complete follow up on the administrative
process on the department paper work. Keep online track of reports/escalations received during the
months for follow up and review of achievements.
• Vendor Management – Coordination with OEM, Vendors for warranty /AMC support. Enabling back
to back support with OEM/Vendors.
• Support operations
Worked as an SAN/Server Administrator at NIC Datacenter and configured new datacenter at Delhi
Transco Ltd, Delhi Police, Pragati Power Corporation Ltd., AIIMS, RGI Hq where the task handled
was installation of HP Blade servers/EMC storage/Tape Library/ SAN Switches/Operating system
support / Configuration parts includes zoning on SAN Switches/ Creating LUNS on the storage/
Assigning LUNS on the storage.
III. Organization : Tritronics India Pvt. Ltd.
Designation : Production & Service Engineer
Duration : From 2001 – 2004
Job Description: Production Engineer (2001-2004):
• Commissioning and Installation of Online & Line Interactive UPS (Rating from 1-10 kVA) as
Production & Quality Control Engineer (from 2001-2002) at New Delhi.
• Service Engineer for maintenance and repairing of Online & Line Interactive UPS (Rating from 1-
10 KVA) at Delhi Bhubaneswar & Kolkata.

4. TECHNICAL TRAININGS:
• Training on EMC Clarion Storage from EMC Bangalore.
• Training on RHEL from NEW Horizons New Delhi.
• Training on Windows server 2003 from HCL Infosystems Ltd. Hyderabad.
• Training on UNIX & RHEL from HCL Infosystems Ltd. Hyderabad.
PROFESSIONAL TRAININGS:
• Training on basic CRM usage for office operations.
• Training on Managerial Skills (Time management, Man management etc).
Educational Qualification.
• BTECH in Electrical Engineering from KSOU ( 2012 – 2015)
• Diploma in Electrical Engineering (1997- 2000)
• PGDBA in Marketing from Symbiosis University Pune in 2013.
• SSC from Board of Secondary Education Haryana (1997)
Certifications
• ITIL Foundation Certificate in IT Service Management
Achievements
• Got Appreciation Letter from Prime Minister Office for providing excellent services.
• Awarded for completing the project for Registrar General of India / Delhi Tranco Ltd. / Delhi
Police /PPCL on time.
• Got Star Performer award consecutively for Nine Quarters.
Personal Profile
Gender : Male
Date of Birth : 03rd May 1981
Marital status : Married
Address : House No -7, Block – D1, Lodhi Colony, New Delhi 110003
National Informatics Centre – Data Centre Support
• Services support for 5 Data centres in Delhi Pune & Hyderabad.
• Installations & 5 years warranty support for 1500 + high-end equipments which includes HCL
Servers & HP Blade & RACK Servers, EMC Storage, SAN Switches & Quantum Tape Libraries.
• Team of 7 Engineers supporting the Data centres.
• Coordination with OEM for warranty support & Escalation Management.
National Informatics Centre – Break fix & FMS
Projects Executed

5. • Provided break fix support for 5000+ equipments of end user devices, work stations, Entry level
servers & peripherals for PAN India NIC offices.
• Help desk management, asset management, and vendor management.
• Follow up and Reviews of State Level delivery SPOC’s, Co-ordination with Supply Chain
Management Teams, Inventory Planning.
• Project Documentations, Monthly Review Meetings with Customer.Quaterly VC with PAN India
Locations with for support performance.
• Team of 20 dedicated engineers for support.
• Installation support for newly delivered hardware.
Directorate of Census. – Data centre / FMS / Break fix support.
• Setup of Data centre which includes installation and 5 years support for servers / storage /NAS Box/
UPS / high end switches in 9 states for census operations.
• Setup of Labs which includes installation and 5 years support for 2000+ equipments which includes
Desktops & printers.
• Deployment of 9 Engineers in 9 states for support for 5 years.
• Project Documentations, Monthly Review Meetings with Customer.
• Coordination with OEM for warranty support & Escalation Management.
Punjab National Bank – FMS / Installation / Break fix support.
• Installation of 10000+ End user devices across PAN India.
• Deployment of 79 Engineers across PAN India Circle offices for Installation and warranty support.
• Project Documentations, Publishing of daily tracker for progress. Weekly review meetings with
customers.
• TAT of 7 Days to complete the installation after delivery confirmation.
• Follow up and Reviews of State Level delivery SPOC’s, Co-ordination.
• Vendor management.
Delhi Transco Ltd. – Data centre support.
• Installation & 5 years warranty support for servers /storage / Tape Library & SAN Switches.
• Deployment of 1 dedicated engineer during warranty support.
• Project Documentations, Monthly Review Meetings with Customer.

6. • Provided break fix support for 5000+ equipments of end user devices, work stations, Entry level
servers & peripherals for PAN India NIC offices.
• Help desk management, asset management, and vendor management.
• Follow up and Reviews of State Level delivery SPOC’s, Co-ordination with Supply Chain
Management Teams, Inventory Planning.
• Project Documentations, Monthly Review Meetings with Customer.Quaterly VC with PAN India
Locations with for support performance.
• Team of 20 dedicated engineers for support.
• Installation support for newly delivered hardware.
Directorate of Census. – Data centre / FMS / Break fix support.
• Setup of Data centre which includes installation and 5 years support for servers / storage /NAS Box/
UPS / high end switches in 9 states for census operations.
• Setup of Labs which includes installation and 5 years support for 2000+ equipments which includes
Desktops & printers.
• Deployment of 9 Engineers in 9 states for support for 5 years.
• Project Documentations, Monthly Review Meetings with Customer.
• Coordination with OEM for warranty support & Escalation Management.
Punjab National Bank – FMS / Installation / Break fix support.
• Installation of 10000+ End user devices across PAN India.
• Deployment of 79 Engineers across PAN India Circle offices for Installation and warranty support.
• Project Documentations, Publishing of daily tracker for progress. Weekly review meetings with
customers.
• TAT of 7 Days to complete the installation after delivery confirmation.
• Follow up and Reviews of State Level delivery SPOC’s, Co-ordination.
• Vendor management.
Delhi Transco Ltd. – Data centre support.
• Installation & 5 years warranty support for servers /storage / Tape Library & SAN Switches.
• Deployment of 1 dedicated engineer during warranty support.
• Project Documentations, Monthly Review Meetings with Customer.