Nitin Negi

 Professional Summary: Competent and versatile IT Professional offering performance driven experience of about 14+ years in areas of Service Delivery, Solutions Delivery, Program Management, Project Management, Asset Management, Operations Management and Service Management coupled with insightful exposure to Hardware & Software Technologies Good Knowledge to concepts of ITIL framework. Sound understanding of Solutions Delivery Model & Incident/Problem/Change/Service Management Good at devising and introducing new processes. Building responsive teams to bring in the efficiency to meet the Business objectives Hands-on experience in documenting and maintaining a knowledge base of technical issues Highly skilled in overseeing the development, implementation and administration of help desk policies Demonstrated experience of managing a technical support team with strategic planning Able to lead, motivate and train IT helpdesk team Technical Experience: Operating Systems Windows 7/8 & Windows Server 2008/2012 basics Database SQL Server basics Tools BMC Remedy & Manage Engine Servicedesk Plus, Service Now Collaboration Good knowledge of Office365 (Exchange Online), Basics of Exchange on premises Server, Outlook client Networks Basic concepts Major Assignments: (Dec – 2017) To ( Till Date) HCL Technologies Project: Global Environment: Service Desk, GAM, RDS, FSO & DCOPS Role: Sr. Manager Job Responsibilities: Responsible for delivery of services described in the Scope of Work Act as a Server Delivery Manager and Own the Operations of US & Asia Providing timely feedback to management regarding issues affecting the quality of service to the client, along with SIP Experience of handling\working with a full-fledged ServiceDesk, knowing end to end processes Good Knowledge of ITIL Processes and hands-on experience of Service Management (Incident/Problem/Change) Handling Sr. Management escalations and driving them to closure with positive CSAT Review with different Business\Key stakeholders on support and feedbacks. Driving SIP's for pain areas Preparing & Presenting Weekly/Monthly Dashboards to customer with in-depth analysis. Optimizing resource utilization through improved productivity - analyzes help desk activity and drive for increased organizational efficiency and effectiveness Influences and manages continuous improvement of project/program process, practices and initiatives Implementing staffing and scheduling models to ensure adequate coverage as per business requirements Driving root-cause resolution of recurring issues through effective coordination with various resolver groups & local Service Desk teams (Jan – 2015) To ( Dec - 2017) CAPGEMINI Project: Commercial Metals Company Client Commercial Metals Company Environment: IT INFRA Role: Manager – IT Operations Job Responsibilities: Weekly Dashboard - Preparation and presentation Monthly Dashboard - Preparation and presentation Client call - presence and contributions Value Innovation Activities Performing RCA for Major P1/P2 tickets along with IM & PM Reviewing Escalation Tracker & sharing data with client 1X1 performance sharing Progress tracking on identified areas Outlier Management (PIP / Action Plan) Career Mapping Performance Tracking (Monthly ABC categorization and trendline) Trainings for individuals/ Team Knowledge management (updating and creation of SOPs, Tracking info that is not documented and creating KB articles) Daily productivity Check & Improvement Daily Aux check and improvement Daily/Weekly SLA/KPI check and improvement/ Green Hygiene and Compliance ( no logs, aux misuse, follow-ups etc ) Non Sat analysis reporting and feedback Leave Management Pending ticket analysis Real Time queue management Attrition Control and Tracking Fun (RnR) & Team building exercises (Sep – 2015) To (Nov – 2015) CAPGEMINI Project: Talk Talk Plc. Client Talk Talk Plc. Environment: Engagement Manager: Due Diligence & Transition Role: Manager - Transition Job Responsibilities: Document and Delivery of Service Desk Service Scope using Solution/Process Designs Deliver Vendor Engagement process document for each vendor around Incidents/Problem/Change Deliver Stakeholder Engagement/Communication document for each business stakeholder unit/resolver groups around Incidents/Problem/Change Document governance structure Meeting Schedule & Agenda to participate in meetings with the vendor/partners. Document and produce engagement plan for Change/Dress Rehearsal/Disaster recovery and Business Continuity Document engagement process for Toll Gates reviews and Acceptance into Service Service Desk Standard Operating Procedure- Create, Reuse, Modify [from TTB practice] Create TTT Mobile SD Workspace with key facts and document repository Create SOP’s for identified business transformation scenarios. Develop TT or Vendor Specific Service Desk training plan based on available design documents and engagement with supplier/partners. Weekly work status update to Work Stream PM Document Mobile Consumer SLA’s/OLA’s and incorporation in SD Delivery Model. Document Service Desk Run Book Document Service Catalogue by reviewing existing design and service architecture. Create and Maintain SD Risk Register Service Delivery Plan for Business Support IT Solution Design around service desk operations. Support resource planning and system connectivity (Sep – 2014) To (August – 2015) CAPGEMINI Project: IOPS IT infrastructure Managed Services Model Client REXEL Holdings USA Inc. Environment: End to End IT Infrastructure (WAN, LAN, VOIP, EPBX, EUS, Networks, Collaboration, Middleware, Security and Server Support) Role: Project Lead – IMS Job Responsibilities: Handling Service Desk, L2 EUS (Remote Desktop Support), Security, Wintel, L2 Networks Data/Voice teams Ensuring all Project KPI’ meeting the SLA’ agreed with Client Supervising core group of Incident & Problem Management to ensure over all INC’ are getting reduced by 20% YoY basis at max Facilitating Value Innovation (Kaizen) activities by conducting brain storming sessions with Team & implementing solutions, post client approval Presenting the SIPs to the Client during the monthly/quarterly reviews along with the plans to implement them Maintaining and continually improving the quality of processes and bringing increased PMO value Expertise in planning and tracking of dependencies, risks and issues between technology delivery teams and between technology and business work streams Preparing MOR/QBR for client besides daily & weekly projects health report Monitoring and gauging performance of team members & sharing productivity reports with Group Operations Manager/Client Ensuring project is operating as per IGATE defined guidelines & sharing evidences on quarterly basis with organization excellence group (Aug – 2011) To (Nov – 2013) HCL Technologies Project: IOPS IT infrastructure Managed Services Model Client Express Services Inc. Environment: Security Administration, DC-Ops & little bit of Change & Release Management Role: Service Desk Lead Job Responsibilities: Primary responsibility was building a fully functional Service Desk to provide 24/7 support Revised Client internal procedures to reflect ITIL best practices Foster team oriented atmosphere within the staff and with other departments. Responsible for Day to Day operational issues across Service Desk Leading a team of 20 resources based out of Bangalore Leading problem management and Incident management practices Ensuring Vendor Management and key stakeholder coordination Reporting Volume status on a weekly basis to management and the project team. Build and execute on comprehensive training plans to ensure support group readiness for implementation Developed process for Duty Management operations & ensured scheduled changed are getting completed within mentioned timelines all validators are called & brought into the main bridge call for validation confirmation declaring roll-back plan, if issues observed post implementation Preparing Monthly resource utilization report & sharing with Service Delivery manager Guiding/Supporting Team with new Tasks/Activities Identifying space for Service Improvement Plan (SIP), and then implementing it accordingly (Dec – 2008) To (Apr – 2010) HCL Technologies Project: IT Helpdesk Client British Telecommunications & Conferencing Environment: Desktop/Laptop/Server Management Role: Sr. Specialist – IT Helpdesk Job Responsibilities Worked as Sr. Specialist - IT/ITES (Resident Engineer in BTC, 75-77, St. Michaels Street, London W21QS) Achieved the highest levels of productivity, handling over 250 calls per week on an average Earned solid reputation for resolving complex issues and providing exceptional customer service Promoted to assume additional responsibilities as Technical Advisor providing expert guidance to Help Desk staff Assisted users with policies and procedures for setting up conference calls, new accounts, web/network presentations and voice mail Leveraged extensive experience in multiple operating environment including mainframe connectivity and security, Windows NT/2000 workstation and server and Unix. Escalated issues as needed and maintained communication with customer and Technical teams. Extensively utilized Remedy to record and track issues. Independently designed new staffing schedule to improve nighttime coverage and reduce cost of overtime at offshore Remote Administration of Desktop/Servers placed at different regional locations Re-imaging Desktops/Laptops via Ghost Checking Server Alerts and maintaining Server Checklist on Daily Basis Checking Alerts on Symantec Net backup Server Logging complaint to vendor for any hardware fault Maintaining Inventory Reports (Jan – 2005) To (Nov – 2008) HCL Technologies Project: IS – INFRA Client HCL technologies Ltd. Environment: Desktop/Laptop Role: Helpdesk Analyst Job Responsibilities Responsible for taking & logging incoming calls & providing efficient customer Support for all 1st Line issues relating to Servers, Desktops, Laptops and Peripherals. Supporting over 100 users & on average answering 15 IT calls & resolving 15-20 tickets (INC/SR/RFI) in a day. Providing technical support over the phone to all IT users Handling incoming incidents via the phone / e-mail promptly and effectively Diagnosing and resolving a wide range of technical issues over the phone Take ownership of a call and seeing it through to closure Escalating calls and issues where necessary to senior managers & team leaders Investigating and implementing ways of reducing calls to the Help Desk Ensuring that all call details are captured and entered in the logging software Updating support documentation Answering & responding to all calls & requests within agreed time scales Keeping customers updated as to progress Provide troubleshooting and configuration support for client desktop and networking environment Awards & Achievements: Month - Year Awards & Achievements Q2 2011 Comnet Jewels 2011 Xtramiles Award for working extraordinary 2011 Won Employee First Council (EFC) elections – for Wellness Council 2007 Best Engineer Title 2003 Ambassador of NIIT Certifications & Courses: Software Architecture diploma from NIIT Six Sigma Green Belt – Training completed Six Sigma Yellow Belt Certified ITIL V3 Foundation Certified Microsoft Certified Systems Engineer 2013 Educational Qualification: Bachelor of Commerce from Delhi University