Mr. Deepak RajContact: deepakraaj@gmail.com Ph. 7838387107 , HNo.946/Sector 7 extension, Gurgaon, Haryana-122001____________________________________________________________________________________

SUMMARY: PROFESSIONAL EXPERIENCE (9 Years)

Professional Summary:

An IT graduate with an Overall work experience of 9 years with Project Management, Service Delivery, ITIL/ISO Process Management, Client Relationship Management, Incident, Problem Management, Service Management and Documentation.

● Assistant Manager –Assistant Manager with IGATE GLOBAL SOLUTIONS PVT. LTD (Project: Hitachi, Data Storage: Infrastructure Management Services).

● Senior Analyst – Service Desk with HCL Comnet (Project: E*trade: : Infrastructure and Remote Desktop Support )

● Subject Matter Expert –SME for Convergys India (Project: Microsoft, Infrastructure and Remote Desktop Support)

● Hands on experience in ITIL Process, Customer Relationship/ Engagement, Service Level Reporting, Service Management, Process Training, Service improvement plans.

KRA

An accomplished, middle management professional with indigenous experience over 8+ years in managing Service Delivery, Team Management, Technology, Business Development, and Resource Optimization.

Insightful knowledge of business process analysis and design, application based process reengineering, process optimization, cost control and revenue maximization from various strategic technological products and services solutions

Expertise in managing the team in creating case, data and executing the same and arriving at the schedules, preparing test reports and conducting reviews.

Building and maintaining healthy business relations with clients, ensuring high customer satisfaction matrices by achieving delivery & service quality norms

An effective leader with distinguished abilities in recruiting, training & motivating cross functional teams of Project Managers as well as the technology and operational to maintain deliverables as per the SLA & KRAs

An effective communicator with good relationship building & interpersonal skills. Strong analytical, problem solving & organizational abilities

CORE COMPETENCIES

Service Delivery Management Supervising service delivery operations for rendering quality services; providing customer

support by answering queries and resolving issues Adept in coordinating with clients, SCM & other enablers to resolve the ongoing issues,

updating status of the ongoing testing scenarios on daily

Customer Relationship Management Driving operational excellence set as a standard by the clients and adhering to the standard

operating procedures. Mapping client’s, identifying improvement areas & implementing measures to maximize

satisfaction levels

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Operations Management Framing work direction and plan for the associates after thorough assessment of their

capabilities. Discussing production numbers, strategies and customer issues logged with the client in the

weekly conference call and issue action items around them. Setting up targets, SOP & SLA, setting and maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets and involved in planning for the process

Professional Qualification

Pursuing MBA in IT from Sikkim Manipal UniversityBachelors of Information Technology from IGNOU

Certification

ITIL V3 Foundation Certificate in IT Service Management/Incident Management in 2011 Microsoft Certified Professional (MCP)

Software Skills:-

Operating System: Windows Vista/Win 7CRM: Siebel, CCFJob Scheduling Tools: HP OVO, Autosys

Professional ExperienceEmployer : CapgeminiDuration : From 26 Sep 2011 to till date Designation : Assistant ManagerClient/ Project : Hitachi & HP -Data Storage (IMS)Location : Noida

Role and responsibilities

Handling 2 projects i.e. Hitachi & HP which lie into IMS Services (Infrastructure Management Services) verticals and both are part of P&ES BU.

Hitachi is the third largest company which is into manufacturing of Storage device and we are providing monitoring and L1 & L2 support for Hitachi SAN and NAS products i.e. HSMS 100, VSP, USP, USPV etc. We are keeping a health check for Storage alerts from various Storage boxes installed all over the Globe. Leading and handling a team with 33 team members including 3 Sr. Team leads and 60 team members operating in 24*7 supports for Hitachi Storage Devices all over Globe. Teams are divided into 3 LOB’s which include an Incident Management team, Service Desk team or L1 team and L2 team or Problem Management team.

Technical Roles and Responsibilities:-

Keeping and handling Incidents received from various Hitachi Storage boxes using an HDS monitoring Software i.e. Hi-track.

Doing RCA for SEV 1 & SEV 2 incidents and sharing it with the change Management Team known as GCC (Global contact centre) in US.

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Working on major incidents received in the Project and working with the concerned team to check the impact and severity and accordingly handling the ticket.

Downloading traces from different HDS Storage boxes and doing trace analysis So as to get a better understanding of issue in the Storage box.

Contacting different Site engineers and getting part ordering and delivering done without any major impact.

Management Roles and Responsibilities:-

Leading and handling a Project with 33 team members including 3 Team leads and 30 team members(Direct Reporting) operating in 24*7 supports for Hitachi Storage Devices all over Globe.

Ensure service delivery execution, Scoping, planning and managing small or routine projects within the IT environment.

Ensuring that the technical delivery of all services meets quality, scope and service level requirements.

Building and maintaining strong working relationships with all levels of client and customer IT personnel.

Actively participate in crafting and facilitating technical delivery solutions. Involved in preparing SOW, Project Plan, Participating in proposals, Scoping, Project

Estimations, Resource Loading, Risk Management, Task delegation, Schedules, tracking status, Project cost/Effort tracker.

Having Good knowledge on ITIL framework. Using Siebel CRM tool for keeping a track of various Incidents.

Work on Roaster Management/Leave Management/resource management and assigning work schedule to different team members as per skill set. Maintaining daily attendance report and Shift schedule for the Project.

Assuring smooth functioning of operations in Outage Scenarios, RCA / Publishing Dashboard, Business communication of P1 Incidents

Engaging different Stakeholders (Internal & External) for the Project. Identifying, documenting and implementing process for IT infrastructure.. Work on project billing metrics and maintain the billing data on monthly basis. Publish monthly KPI dashboard measures like schedule, quality, resources, productivity along

with inferences drawn from data analysis Conducting weekly & monthly calls with the client so as to discuss about the major incidents,

trainings, and various service delivery guidelines. Publishing and maintaining FMEA (Failure Mode and effect analysis) tracker for the project,

wherein keeping a track of active risk, Inactive but under monitoring risk and inactive risk. Work with Work Force Management & Reporting team for Plans and Reports for Product

Management and Research Teams Management, monitoring & controlling the project progress, coordinating with various support

teams, tracking project issues & risks in the project tool. Scheduling and attending CAB meetings and guiding the change management team about the

required changes and making sure of process guidelines. Take interviews for the project and also work with Recruitment team. Work on yearly appraisals for team and maintain monthly stacks for the project.

HP is the part of PE&S team which is into doing case analysis and doing analysis of Open and closed tickets worked upon by HP technicians. Project is into case analysis and doing RCA of Closed and Open tickets which are handled by HP technician. This project is internally outsourced to IGATE.

Handling a team of 11 team members including 1 SME for the Project. Following the incident management principles as per defined SLA and AHT. Keeping a track of ticket handled by team members on daily basis and making a daily report

for same. Maintaining and publishing the monthly weekly report on incidents handled by the team.

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Conduct Weekly & Monthly performance evaluations for the team members, identify coaching and development needs.

Conducting & Leading the weekly call with the client and sharing the detail of cases handled by the team, and also any opportunity area identified.

Making monthly and yearly scorecard for the team members. Assigning work to team members and gauging them on their daily productivity Raising any bugs found in the project and getting them approved after discussion with the

Client. Working on billing of the project, as per transactions processed by the team members.

Employer : HCL TechnologiesDuration : 2nd Dec 2010 to 23 Sep 2011 Designation : Enterprise Operations Engineer/ Sr. AnalystClient/ Project : E*TRADE (Service Desk Management)Location : Gurgaon

Role and responsibilities:

Assisting user's in VMware, Citrix related issues Checking account status of user's in AD and also helping users in creating accounts in AD. Checking user's account status on Virtual Server and proving 2nd level of support to fix it. Helping user's on Blackberry Issues using (Good link applications). Providing 2nd level of support on Exchange Server for E Trade. Assisting user's on Virus issues as well. Researching issues faced by E Trade users and providing resolution via mail, phone or WebEx. Symantec Antivirus, McAfee EPO, push antivirus update on clients Troubleshooting various server and application related issues

Employer : Convergys India Pvt. Ltd. Duration : 16 Oct’2006 to 1 July 2010 Designation : Subject Matter Expert (SME)Client/ Project : Microsoft (Desktop Support & Enterprise Support )Location : Gurgaon

Role and responsibilities

● Mentoring Microsoft OS Technical Support Agents● First hand technical coach for agents● Last level technical consultant for Microsoft● Providing continuous feedback to Frontline Agents● Conducting continuous triages on upcoming technologies and updates● Helping agents to work on their opportunity areas● Ensuring adherence to policies laid down by Microsoft● Making recovery calls to Microsoft customers● First hand assistance to Microsoft program's operation managers in maintaining client SLA● Educating agents on program policies and encouraging them for Convergys policy of

Continuous Improvement (CI)

Personal InformationFather’s Name : Sh. Desh Raj

IGATE Sensitive

Mother’s Name : Smt. Subhdra RajAddress : 946/7 Ext, GurgaonGender : MaleMarital Status : MarriedPassport No : G1072746PAN Number : AHNPR2575D

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