Apoorv Kumar

• Project Manager for Executive IT Support and IT Support for New Mergers and Acquisitions at IBM.
• Leading team of more than 30 dedicated IT Support Advisors worldwide for Senior Leadership team of IBM including IBM CEO, Senior Vice Presidents, Geo Leaders and other CEO Nominated Leadership teams.
• Developed and maintained project plans and timelines.
• Managed multiple projects with competing deadlines simultaneously.
• Created and implemented processes to ensure successful completion of projects.
• Communicated effectively with stakeholders to ensure project goals are met on time.
• Built and established strong partnerships with internal and external teams
• Led meetings with internal team members to set the objectives.
• Drove continuous improvement of project delivery process by providing strong leadership.
• Determined project staffing needs, led resource management and hiring process.
• Communicated with key stakeholders to determine project requirements and objectives.
• Provided Support Readiness for Corporate Events like Quarterly Earnings Announcement, Investor Briefing, CEO Office hours etc.

• Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
• Developed strategies to increase team productivity and improve customer service levels.
• Trained new staff in relevant processes and procedures.
• Resolved escalated customer complaints or queries promptly and efficiently.
• Collaborated with other departments to develop effective solutions that meet customer needs.
• Identified opportunities for process improvements, implementing changes when required.
• Collaborated with management team to implement new work procedures or policies.
• Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.

• Performed troubleshooting to diagnose and resolve complex technical problems.
• Assisted customers with various types of technical issues via email, live chat and telephone.
• Assisted user or issues related to HCLNotes, VPN Connectivity, LAN / Wifi Connectivity, Device requests, Software and device performance issues, Databases ownership management and other IBM Supported applications.

• Technical Support for HP All-in-one Printers
• Role involved supporting Customers of HP All-in-one Printers in the US
• Consecutive three times the top performer for the month among a team of about 120 advisors.