Mohit Kumar

Mohit Kumar ITIL V2 Certified Summary A result driven professional with over 23 years of experience in the areas of Operations, Service Delivery, Asset Management, IT Procurement, Project Management, Sourcing, Education. Involved in providing the Business training for the new joiners in my business area. Involved with the hiring of new resources in various processes. Good communication & interpersonal skills, quick learner, team player and coach. Possesses strong problem solving & documentation skills. Organisational Experience TenureCompany NameRole May 2012 onwardsHill View KindergartenPatron Mar 2006 – Apr 2012 CSC Strategic Planning Ops and PMO May 2005 – Mar 2006HCL Technologies Pvt Ltd Senior Executive, Operations Apr 2001 – Apr 2005IBM Daksh Senior Executive, Operations Jun 1999 – Feb 2001Nanz Senior Store Assistant Mar 1995 – Apr 1999Hill View KindergartenPatron Core Competencies Incident, Capacity, Asset Management, Procurement & Strategic Planning and Ops PMO Maintain the SLA percentage by chasing the engineers for resolution. Assign the incidents correctly as per process/ region. Proactive monitoring of servers to ensure smooth functioning of client’s business. Status of servers updated in Asset Management Interface tool and Neteiss. Maintain 100% accuracy as per the Asset Evergreen report. Maintain consistency in the data for servers in Asset Management Interface, Neteiss. Goods/ services procured as per the requirement. Renewal of contracts related to maintenance. Hardware capitalized using Capex. Getting quotes from the vendors depending upon the requirement. Training and counselling of team members as and when required. People management and leadership. Added-value result achievement. Strategic thinking and lead towards successful tracking and completion of projects. Implement methodologies to improve resolution, manage customer perceptions, and build strong internal relationships. Choose appropriate technology and other resources to maximize help desk effectiveness. Build a qualified help desk team through innovative hiring and training techniques. Implement innovative staffing and scheduling models for guaranteed coverage at the lowest possible costs. Develop and maintain formal procedures for consistency and increased productivity. Analyze help desk performance through various statistical and reporting methods. Skills Domain Knowledge :Procurement, Project Management, Sourcing Tools: SAP – Supplier Relationship Management, Big Brother, AESIR, MS Project 2007, Neteiss. Database :MS Office (Excel, Word, PowerPoint) Operating Systems:Windows2000 Key Projects Handled CSC INDIA PRIVATE LIMITED (March 2006 - April 2012) CSC (www.csc.com) is a global leader in providing IT-enabled business solutions and services with a commitment to excellence. SUMMARY ABOUT CLIENTS: Asset, Capacity Management: Basell is a multi-national based out of Netherlands which manufactures and supplies polypropylene, polyolefin products, polyethylene and catalysts. Strategic Planning Ops and PMO: For World Sourcing Capability (WSC). This is an internal profile of CSC. Incident Management, Procurement: Bombardier is a global transportation company, present in more than 60 countries on five continents. They operate two industry-leading businesses: Aerospace Rail Transportation Project:Sourcing (June 2011 - April 2012) CONTRIBUTION Internal sourcing for Database & Mainframe Engineering positions. Liaise with the vertical head & senior managers for internal alignment of resources. Create reports as per the needs of VH. Keep a track of the billing of resources in eManage. Update reports for new joiners/ exits, billing. Liaise with the demand team on the open/ new demands. Liaise with practice for any incomplete information in the GRM and get the same updated. Keep a track of hiring and report the progress in the weekly call. Initiate sub-con hiring and keep a track of the profiles shared. Liaise with recruiters for updates on open positions/ offers. Check for the resources on bench and propose them for open positions. Coordination with World Sourcing Capability on new features/ additions to the tools. Project:Strategic Planning Ops and PMO (December 2010 – May 2011) CONTRIBUTION GRM compliance. Successfully completed the Audit of sourcing fields. Involved in co-ordination and follow-ups for GRM Deployment. Project Mapping for GRM - eManage sync up. Involved in tracking of key metrics for Sourcing, Demand and Capability. Attended various training for GRM, Demand, Sourcing, Capability. Understand the complete World Sourcing Capability (WSC) process framework. Collating information for various training programs required for Sourcing, Demand and Capability. Coordinating with Demand, Sourcing, and Capability Managers for right data to be uploaded in GRM. Project:Supply Chain Management (June 2008 – November 2010) CONTRIBUTION Getting quotes from the Procurement Team as per the client's requirement. Procuring of goods/ services (Hardware, software, tapes) done for the client. Goods Receipt done in SRM. Renewal of contracts related to hardware and software maintenance. Creation of Shopping Approvals/ Purchase Request Form done for Asian countries. Creation of Capex to include depreciation and revenue generation. (Cost to be capitalized and revenue generation to be shown). Chasing the approvers for getting the approvals on time. Interact with the Project Managers to ensure that the correct goods/ services were procured. Attend to urgent requests and follow up with the vendors for timely receipt of goods/ services. Negotiate with vendors with approved negotiation and finalize on pricing, payment, delivery terms etc. Project: Incident/ Workflow Management CONTRIBUTION Handled tickets using USD and Remedy for various clients. Maintained the monthly SLA Dashboard for the client. Monitoring overall functioning of processes ensuring compliance to the agreed SLA levels with the client. Monitoring the assigning of incidents and providing them with continuous feedback for improvements. Generating daily, weekly and monthly reports for clients. Taking care of billing and leaves of the team. Collaborating with teams to ensure that the agreed Service Level Agreement (SLA), for the client has been met. Ensured that the escalations and notifications were sent out correctly by the team. Project: Capacity Management CONTRIBUTION Proactive monitoring of servers for the following using different tools like AESIR and Big Brother: File systems over 95% used File system over (+/-)5% changed File systems requiring a check disk ECS alerts from top 10 servers Out of date Anti-Virus versions Servers not discovered in TNG CPU over 80% Generate various reports related to server's performance like memory, disk space, ECS alerts and availability. Send requests to Helpdesk for creation of tickets for various alerts noticed. Monitor the tickets and chase the engineers to get the issue resolved within the SLA. Generate the monthly SLA report for availability of servers and downtime. Reports for the account clean up done every week. Performance tuning of activities to ensure the most efficient use of existing infrastructure. Understanding the demands on the service and future plans for workload growth. Project:Asset Management CONTRIBUTION Worked on special reports for the client (updating information for Neteiss using Asset Management Interface as the base for all the correct information related to servers). Status of servers updated in Asset Management Interface tool and Neteiss. Maintained consistency in the data for servers in Asset Management Interface (AMI), Neteiss and AESIR. Generate the server evergreen report for the client. This report is to ensure the server data held in AMI is up to date and all updates made as a result of a project or engineer visit are captured. Check for the various GCARS raised and accordingly update AMI. Ensure that the status of servers is correct in AMI. The client was billed as per the status of the servers in AMI. Interact with the field engineers to ensure that the data for servers were accurate. Conduct monthly random accuracy reports with the field engineers. Prepare the following report every quarter to ensure that the billing was correct: Servers added and removed from billing; Servers re-classified as billing; Servers upgraded/ downgraded (especially storage changes). Handled a team of 23 resources for Technical Workflow – Service Desk (June 2008 – December 2010) along with the procurement requests for one of the most comprehensive rail vehicle portfolios in the world. These additional activities were performed to ensure the smooth functioning of the team: Taking knowledge transfer for any new work and then training the team for it. Creation and updating of process and quality related documents for the team. Single point of contact for client queries and managing escalations. Preparing and generating reports for tracking performance of the team. People management. Point of contact for the Service Delivery Manager and client to give monthly status on the billing and SLA of the account. The team was involved in the following activities: (i) Workflow Management (ii) Queue Management – MCS, MNS (iii) Asset Management (iv) Service Level Agreement HCL HCL (www.hclbpo.com) BPO and multilingual contact centre services from centres in India, Ireland, US and Malaysia. Duration:May 2005 - Mar 2006 DESCRIPTION Handling of customer calls pertaining to billing, products and services. CONTRIBUTION Making outbound calls to customers of British Telecom explaining them of the services. Had the experience of working in inbound as well as outbound processes. Moved to Helpdesk based upon my consistent performance in terms of quality and Average Handling Time (AHT). Handled escalated calls within tenure of two months after moving to Helpdesk. Also trained the new hires on the floor for process related queries and effective call handling skills. Sent out the reports on a daily basis (Related to calls monitored for quality, calls handled, Average Handling Time). IBM Daksh IBM Global Process Services (formerly IBM Daksh), is an integral part of the company’s Globally Integrated Enterprise model. The new name reflects IBM's position as a leading global provider of innovative business process services for clients seeking to cut costs, improve operation efficiency and take advantage of the opportunities in the global economy. Duration:Apr 2001 – Apr 2005 DESCRIPTION Handling of customer queries via email, calls. CONTRIBUTION Work on Specialized Queues for companies like PayPal and Sprint. Handle critical issues and areas. Solve and help to solve complex issues of the team relating to the work and the project. Design and conduct various competitions, quizzes, presentations and training across the team and the project. Provide performance feedback to the associates. Helped the company in recruiting people. Assisted in designing of the Offline Response Library. Nanz A super store run by Nanz Food Products Ltd with collaborations from Goetze India Ltd, Marsh Supermarkets of the US and Nanz AG of Germany. Generating bills for customers. Customer Complaints/requests handling and resolution. Handling transactions in cash/credit/coupons. Handled a team of 6 people. 1st store to introduce bar codes in India. Hill View Kindergarten A family run Kindergarten school started in the year 1994 and is running for the past 23 years now. Counseling Parents/Guardians and handling admissions. Fee collection and maintenance of accounts. Handling payments to staff and external parties. Ensuring availability of books, stationary and other supplies. Interaction with parents, guardians and complaints/requests handling and resolution. Academics Mayo College, Ajmer AISSCE (STD XII) Delhi UniversityBA (Honours) in English Professional Qualifications NIIT, New Delhi Advanced Diploma in programming from NIIT ITILITIL V2 Certified Achievements Won the Best Customer Care Associate for the month of October, December, and January at Nanz, Noida. Relocated the Noida store with the help of my team within a span of 3 days. Won awards for Quality and part of best team at IBM Daksh Awarded the title of eCare Star at IBM Daksh Chosen as the Communications Champion for Q3 & Q4 2007 Quality spoc for internal audits in CSC Awarded the Certificate of Achievement (COA) for the consistent performance Promoted as the Team Lead in 2008 Giraffe award for the Project Accelerate Service Delivery Manager’s award for the consistent 100% Response SLA for Motorola/ Freescale during my tenure as the SLA Manager. Transitioned and re-profiled more than 150 incidents in a day after the migration of the Remedy Tool for Motorola. Represented the MCS team for issues related to misrouted tickets and tracked to reduce the numbers. Put up a check to stop bouncing of tickets for Workflow Management. Created a macro in MS Excel to create the daily report from the ticketing tool and reduced 0.3 FTE of manual work. 100% positive feedback as a eBay seller for the last 6 years dealing in numismatic items. Personal Details Father’s Name:Mr. Madan Prasad Phone: - Email-Mailing Address:Hill View, Gandhi Maidan (South), Gaya – 823001 (Bihar)