B. PRAVEIN KUMAR

• Created plans and communicated deadlines to complete projects on time.
• Maintained excellent attendance record, consistently arriving to work on time.
• Learned new skills and applied to daily tasks to improve efficiency and productivity.
• Identified issues, analyzed information and provided solutions to problems.
• Collaborated with team members to achieve target results.
• Participated in team-building activities to enhance working relationships.
• Managed team of employees, overseeing hiring, training and professional growth of employees.
• Developed and implemented performance improvement strategies and plans to promote continuous improvement.
• Drove operational improvements which resulted in savings and improved profit margins.

• Telematics IT Operations & Testing Services – India Centre)
• Key Deliverables:
• As Senior Program Manager (Verizon Telematics IT Operations & Testing Services), Telematics consists of “hum”, “White Labeled”, “After Market” and “Network Fleet” product marketed across US, Canada, Europe & China
• I play a role of a Service Delivery Manager for Verizon Telematics Product from India for IT Operations and Testing Services.

• Transitioned the Telematics Operations to India during the month of May’14
• Transitioned the Telematics IT Testing Services during the month of Mar’15
• Steering operations pertaining to Telematics IT Operations & Testing Services with the total strength of 100 engineers across
• Application & Infrastructure Monitoring
• Application Support (Test, SIT & Production Environment)
• Application Admin Support (Test, SIT & Production Environment)
• Infrastructure Support (Test, SIT & Production Environment)
• Incident, Problem, Change, Release & Configuration Management
• Testing Services
• Business Intelligence Testing
• Automation Testing (Functional & Regression Testing)
• Transitioned “hum” product support to India in the month of Oct’15
• Ensuring:
• IT Operations:
• Infrastructure & Application availability at 98% & above
• Production release will be implemented with zero unscheduled down time
• IT Testing:
• Functional and regression testing gets completed within agreed timeline
• Business Intelligence (BI) testing will be done for the marketing team to provide the right data about market penetration
• Responsible for:
• Work closely with sourcing, real estate, security (physical & system), talent acquisition and HR business partners to set a new project within the agreed guidelines with the Verizon Legal Team
• Work closely with the vendor partners to source the right set of resources as per the project requirement
• Managing resources to meet daily delivery schedules
• Effectively managing multiple orders to ensure that they are delivered on time, within budget and to the Clients satisfaction
• Redesign Incident Management Process and align the support model as per business requirement
• Providing guidance to subordinates on company goals and policy
• Monitoring staff to ensure the prompt resolution to all client queries
• Managing staff induction, training, and performance reviews
• Building strong, lasting client relationships with clients
• Delegating tasks and responsibilities to appropriate personnel
• Delegating responsibility and ownership of tasks to staff
• Building up a working knowledge of clients operating environment
• Conducting key client facing meetings
• Resolving conflicts within the project team
• Writing up service delivery reports
• Ensuring that projects are completed on time
• Global Support Services consists of IP-Managed Hosting, Application Management, Cloud Computing and Data Colocation infrastructure support.

Steering operations pertaining to Global Support Desk (Application Management, IP Managed Hosting and Cloud) with total strength of 30 high end engineers in Network and Database domain.

Ensuring application performance and availability are becoming central to enterprise viability.

Continuously expanding responsibility for the 24/7 delivery of a number of managed services in the area of Cloud Computing, Application Management & Managed Hosting.

Established “Service Assurance Office” that focuses exclusively on applying a consistent framework of tiered metrics to measure all aspects of the customer experience of each service, to create visibility and alignment throughout the organization and for key stakeholders.

Focus on transforming the customer experience into that of a seamless everything-as-a-service solution regardless of service mix that the customer has bought.

After the recent acquisition, worked on the system and process integration to reduce the overall cost.

Ensuring:

We support Tier-1 & Tier-2 level in every technical domain.

We provided premium Database support for a premium customer.

All customer system will have the availability of 99.96%.

Every technical issue will be resolved within the given SLA.

Responsible for:

Customer system availability level at 99.96%.

Handles all kinds of escalation in terms of technical, process and procedure.

Maintain relationships with key customers which help to get further business to the project.

Works with the procurement team to get the required system, contractor hiring, etc.

End –to-end ownership from resource planning, hiring, training and deploying the resource in the relevant technical domain.

Administering wide gamut of operations involved in Crisis/Incident Management with team of 12 Crisis Managers; providing support to 5000 Mission/Business Critical and 2000 Non-Mission Critical applications.

Starting all Command Centre Tools; notifying S&AM of previous day's Crisis Events via e-mail.

Ensuring:

CMD staff skills are at required heightened level by guiding and monitoring in technical techniques.

Crisis Records (CR) is accurately coded in a timely fashion.

Sea of Green (SOG) entries are accurately posted in a timely fashion.

Responsible for:

Management and command centre leads may request a management bridge.

Performing management bridges to communicate and escalate crisis events.

Devising the technical bridges to achieve rapid resolution and ensure focus and sense of urgency is maintained.

Providing real-time status of all client-impacting events through IT Operations Enterprise Availability Portal.

• Operations
• Supervising a team of 100 Helpdesk Executives in the Incident Management; ensuring speedy resolution of queries & grievances to maximise client satisfaction levels
• Monitoring Avaya phone statistics; ensuring nil or minimal abandon rate
• Set up Knowledge Base team for the project as a value adds to the client
• As Team Leader in Kohinoor Frontline Technical Help Desk (U.K Based):
• Overseeing performance of a team of 20 Helpdesk Executives; taking care of agent calls, resolving various issues thereby resulting in First Call Resolutions & Total Problem Resolution
• Significant Highlights:
• Was First Lead in BT project to get promoted as Assistant Manager
• Stellar in increasing team size i.e., over 200 (Pilot Phase) to over 700 agents
• Worked closely with the recruitment team to hire 700+ skilled resources within the short span of time.

Key Deliverables:

Controlling overall operations with total strength of 15 Helpdesk Executives; maintaining cordial relations with Asia-Pacific customers.

Leading complete functions related to AHT, technical training, quality, product training, refresher training, etc.

Monitoring agent calls thereby resulting in First Call Resolution & Total Problem Resolution.

Ensuring avoidance or minimal abandon rate through effective monitoring of Avaya Phone statistics.

Significant Highlights:

Deftly handled attrition level by organising various events.

Device replacement SLA target achieved successfully for the last 3months.

Key Deliverables:

As Subject Matter Expert:

Providing direction to a team of 15 Helpdesk Executives - maintaining cordial relations with SBC Yahoo US customers.

Ensuring avoidance or minimal abandon rate through effective monitoring of Avaya Phone statistics.

Coordinating with the Team Lead to improve the overall team’s performance.

Taking escalation calls in order to improve the CSAT and FCR scores.

Maintaining team performance and achieved SLA’s on team basis.

Significant Highlights:

Efficiently & effectively monitored agent calls thereby resulting in First Call Resolution & Total Problem Resolution.

Received following awards for rendering exemplary performances:

Best SME Award for the quarter given by the client - SBC Yahoo.

• Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
• Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
• Shared strategic insights with interdepartmental teams regarding customer experience and service-related trends to improve service delivery.
• Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.

• Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
• Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
• Shared strategic insights with interdepartmental teams regarding customer experience and service-related trends to improve service delivery.
• Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.

• Wrote clear, clean code for various projects.
• Prepared and submitted reports and other documentation to assist development team members.
• Collaborated effectively with members of software development team and personnel in other departments.
• Worked closely with peers to identify issues and provide suitable resolutions.