Dharmendra Kumar

CV for IT Change Manager Dharmendra Kumar Permanent Address- Flat no- 4B, Block-B Mob - Fabulous Duo, Rajarhat, Passport No- J- Kolkata,700135 Personal Details: DOB: 15th Dec. 1986 Sex: Male Nationality: Indian Marital Status: Married ITIL@V4-Foundation certified. Career Statement: A motivated, adaptable and responsible professional seeking to enhance my career further in IT Industry which will utilize the organizational and communication skills developed through my involvement with various companies in India. During my degree I successfully combined my studies with work and other commitments showing myself to be self-motivated, organized and capable of working under pressure. I have clear, logical mind with a practical approach to problem solving and a drive to see things through to completion. I enjoy working on my own initiative or in a team. In short, I am reliable, trustworthy, hardworking and eager to learn and have a genuine interest to work in corporate world. Experience: I. Currently working at British Telecom as a Change Manager. Project Name: TSB/Bank of Sabadell Job Description: Role and Responsibilities as a Change Manager Accepts, prioritizes, and categorizes change requests • Rejects outright any change request that is completely out of scope or out of policy for Change Management • Chairs the Change Advisory Board (CAB) and Emergency Change Advisory Board (ECAB) meetings • Ensures that all preparations have been made for a CAB meeting, including creating of agenda, circulation of change requests to be considered, and inviting of participants • Has the ability to review all planned changes • Obtains authorization for submitted change requests from the Change Authority • Utilizes the Change Management reporting system to monitor and track changes • Negotiates end-user down time for change implementation • Creates consolidated change schedule and resolves any scheduling conflicts • Identifies change requests that have not been acted upon in a timely manner and takes appropriate action • Ensures that changes are communicated in a timely and adequate manner • Create and distribute Change Management reports • Reviews all implemented changes to ensure that they have been carried out • Closes change requests • Carries out the Process Manager responsibilities for the Change Management process 2. Worked at IBM India Pvt. Ltd as a Senior Operation Professional. Service Request Manager for Colombia, Peru and Chile clients. Job Descriptions: Provide a single point of contact where customers can request technical assistance in supplying a solution to a business requirement. The request is registered, referenced, passed to Expert Domain referral groups, progress chased and reported upon at every step of the process. The process facilitates a primary focal point to include interfaces with other IT infrastructure and systems management processes to include Service Desk operations, Incident, Problem, Change, Configuration, and Service Level Management. The process is designed, measured and managed to consistently deliver services to time and quality with minimal senior management intervention. Ensure detailed handover of active Major Incidents where shift change occurs Coordinate with Service Desk, Incident Management, Technical Groups, Delivery Executives and other key stakeholders to ensure information flow for Major Incidents. Ensure accurate and up to date documentation is maintained during the lifecycle of a high priority Incidents to provide accurate input to other linked processes such as Incident Management, Problem Management, and Change Management. 3. Worked at Tech Mahindra Ltd. Noida as a Senior Associate from 20th November 2013 to till 15th April 2016 for Colombia, Mexico, Honduras, San Salvador, Panama. Customer: SABMILLER Role and Responsibilities as a Change Coordinator Change Coordinator Accountable for the complete process, Responsible for ensuring that the Change Management process is being followed correctly. • Maintains goals and objectives within the process • Provides a fully functional Change Management process resulting in customer satisfaction • Responsible for ensuring those resources have the required skill sets • Maintains Continuous Process Improvement on a regular basis • Join CAB/TAB meetings • Manages Urgent RFCs through the life cycle • Analyses Change records to determine any trends or apparent problems that occur • Assists the Process Owner in identifying and prioritizing process improvements • Ensures adherence to the process • Conducts Post Implementation Reviews • Develops an agenda for CAB meetings, decide attendees, then circulates RFCs for prior Consideration • Documents minutes of CAB meetings • Issues and maintains Forward Schedule of Change (FSC) • Conducts on-going review of all RFC(s) • Verifies completeness of RFC • Identifies potential Urgent Changes and advises Change owner of Urgent Change process • Updates the Change log with all progress • Reviews implemented Changes to ensure they have met their objectives • Reviews Post Implementation Reviews within assigned areas to ensure completeness • Reviews outstanding RFCs awaiting consideration or awaiting action 4. Worked at Hyper Quality India Pvt. Ltd Gurgaon as a Quality Analyst for AT&T from 2nd May 2011 to till 15th June 2012. Role and Responsibilities: To review customer interactions (calls, chats, and emails) and complete quality assessments for designated campaigns to ensure good customer service, and adherence to the policies and procedures per the pre-defined guidelines of the campaign. Completes quality audits in accordance with current campaign guidelines. Uses designated tools to ensure targets are met and turnaround times are adhered to with defined accuracy standards. Provides written and verbal feedback to leaders/operations/clients on quality scores with areas of opportunities at agent, process and campaign level. Provides necessary feedback to operations or clients to ensure critical compliance and behaviour issues are reported or escalated, including unethical actions. Assist Leaders with improving customer interactions, sharing feedback on calibration calls and provide input for recommendations. Maintains confidentiality of all reports, files, schedules, databases, and documents; as well as all customer and proprietary information. Educational Qualifications: Degree Institution Percentage M.A in Spanish Jawaharlal Nehru University New Delhi 52% B.A in Spanish JNU New Delhi 67% 12th CBSE, PCM, Computer science, English Private 52% 10th CBSE Sainik School Purulia W.B 86% Computer Knowledge: Office: Microsoft Word. Excel, Power Point, Outlook etc. Travel and tourism: Completed course “Earn While You Learn” at Indian Institute of Tourism and Travel Management, New Delhi National Cadet Corps (NCC) Training: Got “A “certificate in National Cadet Corps from Sainik School Purulia (WB). Achievements: Member of volunteers for Commonwealth Games. Got scholarship conducted by National Educational Council. Gold medallist in football at JNU. Senior House Captain in school. Member of mountaineering Club JNU. Extra-Curricular Activities and Hobbies Love reading novels and newspapers. I like playing Football and Volleyball. Listening to music is my favourite pastime. Languages Known: Mother Tongue: Hindi Others: Spanish (Fluent), English (Fluent), Bengali (Good), Japanese (Very basic), Portuguese (Very basic). Strength: Simplicity, Friendliness, Hard-working, Disciplined. Declaration: I, hereby solemnly declare that all the above information is correct to the best of my knowledge and faith. Date: 04/03/2020 Place: Kolkata Name: Dharmendra Kumar