Chandan Kumar Tiwary
Ghaziabad
Summary
Profile Summary: A seasoned and results-driven Agile Project Lead with a proven record of accomplishment in leading cross-functional teams to successful project delivery. Seeking an opportunity to use my ability in project planning, risk management, and stakeholder communication to drive organizational success. Eager to contribute strategic thinking, meticulous planning, and effective leadership skills to oversee complex projects, ensuring prompt delivery and exceeding client expectations.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
Velocis Systems Pvt Ltd
05.2024 - Current
- Infrastructure setup (Servers, Workstation, Network cabling, switches, Access point deployment) & Managing Technical resources on multiple Government Sites
- IT Network Infrastructure management using Network Monitoring tools
- Managing IT Service at Central Gov sites (NIC, PMO)
- Coordinating with Vendor Technicians to ensure deployed Infrastructure tools runs smoothly
- Prepare plans to ensure the team follows and maintain strict SLA guidelines to avoid penalties
Associate Manager (Service Desk/Infrastructure/Application Support)
NEC Corporation
09.2018 - 04.2024
- 5 Year)
- Key Responsibilities:
- Supervised and managed a team of 15 Support analysts, delivering application support for UCS, Cloud PBX
- Lead another Team of 5 L2 Team members to provide SQL based application support
- Team Performance Management, Monitoring, SLA management
- Project Document and lifecycle Management, RFP creation, SMR, PMP, SOW, SOP, Cost Sheet creation and management
- Taking Initiatives for Continuous Service Improvement
- Identification of Automation Opportunities and Other Project Opportunities
- Risk Identification and Management.
- Collaborated closely with senior management on strategic planning efforts, aligning departmental goals with overarching company objectives.
- Remedied issues and conflicts among workers using negotiation and active listening.
- Established strong relationships with key stakeholders, fostering collaboration and mutual support.
- Optimized workflow processes to reduce bottlenecks and increase overall effectiveness.
- Delivered comprehensive reports on key performance indicators, driving data-driven decision-making among leadership teams.
- Managed cross-functional projects, ensuring timely completion and alignment with company objectives.
- Mentored junior team members, contributing to their professional growth and skill development.
- Conducted regular performance evaluations of staff members, providing constructive feedback and identifying areas for growth.
- Proactively identified areas for improvement, implementing solutions that led to significant cost savings.
- Kept records accurate, detailed and fully compliant with reporting requirements to meet state, local, and federal housing requirements.
- Leveraged industry best practices to enhance operational efficiency within the organization.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Defined clear targets and objectives and communicated to other team members.
Team Leader, Service Desk/Infrastructure
GeekSquares Technical Services
Noida
01.2015 - 07.2018
- 3 Years
- Key Skills
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.
- Conducted risk assessments for each project phase, proactively identifying potential obstacles before they became significant challenges.
- Educated staff on organizational mission and goals to help employees achieve success.
L2 Desktop Support Engineer
247SupportExperts Pvt. Ltd
Noida
02.2013 - 01.2015
- 2 Years
- Streamlined troubleshooting processes for quicker issue resolution and reduced downtime.
- Provided after-hours support for critical incidents as part of an on-call rotation, maintaining high levels of availability for urgent matters.
- Desktop Remote support, Active directory, Network devices troubleshooting.
- Resolved complex technical issues for clients, enhancing overall system usability and performance.
- Assisted in the deployment of new hardware and software upgrades, ensuring minimal disruption to daily operations.
- Served as an escalation point for L1 support technicians, offering expert guidance on complex technical challenges.
- Participated in regular team meetings to review support logs, identify recurring issues, and develop targeted solutions.
- Increased customer satisfaction, promptly addressing helpdesk tickets while maintaining a high level of professionalism.
- Upgraded operating systems and computer software to perform compatibility with programs.
Remote Desktop Technical Specialist
Iyogi Technical Services
03.2012 - 01.2013
- 10 Months
- Desktop Remote support, Active directory, Network devices troubleshooting
- Provided exceptional customer support, resolving complex technical issues with effective communication skills.
- Trained users on desktops, laptops and mobile devices.
Desktop Support Solution Engineer
Quattro Global Services Pvt Ltd
02.2011 - 04.2012
- 1 Year
- Desktop Remote support, Active directory, Network devices troubleshooting
- Supported remote users through remote desktop connections to resolve issues and provide guidance on software usage.
- Enhanced system performance with regular maintenance tasks, including software updates and hardware upgrades.
- Improved end-user satisfaction by providing timely and efficient L1 desktop support for technical issues.
- Optimized computer performance by performing routine system cleanups and virus scans as part of preventative maintenance measures.
- Maintained accurate documentation of all support requests, resolutions, and follow-up actions, contributing to a well-organized IT department.
- Installed and configured operating systems and applications.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
Education
BSc - IT
Jaipur National University
Higher Secondary -
Board of UP
Skills
- AI Skills:
- Excellent skill of creating solutions to any technical issue using Generative AI tools (ChatGPT, Bard, CoPilot
- People Management
- Resource Management
- Performance Management
- Conflict Resolution
- Hiring and Training
- Continuous Improvement
- Technical Skills
- Incident/ Request Management
- Unified Communication System/PBX/Contact Center
- BMC Remedy/Service Now
- Cloud Service Management
- Project Management
- Project Coordination
- Risk Identification and
- Mitigation
- Client/Stakeholder Relationships
Certification
ITIL V4, Scrum Master, CAPM Certification (Simplilearn)
Additional Information
Achievements
- Team OSCAR award in 2018
- Individual OSCAR award in 2023
- Hall Of Fame
- Customer Delight award
- Performance Ratings above 4/5 (, Last 4 Year
Projects Handled
- Australian Client IT Service Desk (1 Year)
- Managed Team of 8 Service Desk L1 Engineers who were responsible to create and manage incidents/request related to workstations, user account, Mcafee Endpoint encryption, hybrid azure active directory and other remote support activities
- Singapore Client – Application Support L2 (2 Year)
- Managed Team of 5 L2 Application Support analyst responsible for analyzing and identifying the root cause of reported bug, provide solution and escalate case to L3 for bug fixing and Testing activities
- US Client – Application support/ UCS/ Cloud PBX (1.5 Year)
- Supervisor Team of 15 L2 Application Support Engineers responsible for providing support related to cloud-based applications and PBX system
- SMTB Client (1 Year)
- Supervisor Team of 5 L1 NOC Engineers to monitor NMS tool and alerts
- Coordinate with Field Network Engineers to rectify the issue as a priority.
Timeline
Service Delivery Manager
Velocis Systems Pvt Ltd
05.2024 - Current
Associate Manager (Service Desk/Infrastructure/Application Support)
NEC Corporation
09.2018 - 04.2024
Team Leader, Service Desk/Infrastructure
GeekSquares Technical Services
01.2015 - 07.2018
L2 Desktop Support Engineer
247SupportExperts Pvt. Ltd
02.2013 - 01.2015
Remote Desktop Technical Specialist
Iyogi Technical Services
03.2012 - 01.2013
Desktop Support Solution Engineer
Quattro Global Services Pvt Ltd
02.2011 - 04.2012
BSc - IT
Jaipur National University
Higher Secondary -
Board of UP