DHEERAJ KUMAR
12+ years of End User Services (EUS) and Cross Functional experience in the areas of Service Delivery Management, Quality Assurance & Control, Process Improvement by bringing in standardized Best Practices, Client Relationship Management, Team Management, Automation and Improving End user productivity & experience by operationalizing tools like Systrack, LUCY AI chatbot, Nanoheal and Nexthink.
Faridabad
Summary
Seasoned Operations Manager and talented leader with 12 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
13
13
years of professional experience
5
5
Certifications
3
3
Languages
Work History
Operations Manager
HCL Technologies
04.2020 - Current
- Functional consultant for 5 different tools across 3 different account within LSH vertical
- Deployment, Operations & Enhancement of Tools like: Nexthink, Bomgar, Nano Heal & Systrack Generating, analyzing and maintaining deadline for regulatory reports for Business users, Weekly & Monthly Dashboards & performance Productivity trackers Performing investigation/resolution for Major tickets and downtimes Ensuring proper communication between L1 L2 L3 & OEM teams and observing the resolution to escalations within the given Service Level Agreements (SLAs) Coordinating with IT groups and external vendors to ensure effective application services to ensure reliability of all applications
Principal IT Lead Engineer
Haldor Topsoe India Pvt Ltd.
06.2014 - 03.2020
- Senior Manager, Global Service Delivery & Operations, Service Desk Operations, IT Managed Services, Strategy & Planning, Client Centric, People Management, ITIL V3
- Working with the Business Systems Support Analyst in identifying proposed process changes, enhancements and developments and liaising with appropriate vendors, Business users and the IT Team
- Support of ITIL standard best practices and contribute to continuous improvement for the benefit of the organization and business Responsible for Service Improvement Plan and transitioning
- Providing trainings both onsite & offsite every year for new transitions & process development.
Shift Lead
HCL Comnet Systems & Services Ltd
06.2011 - 06.2014
- To create and administer various shared resources e.g. Distribution Lists, Directories
- To provide permissions to the user as required by them To setup the servers as per the customer requirement
- Ensure that the customer has the appropriate access to the tools to support the business in an efficient way
- System Administrator for the User Account Maintenance and Incident Management Systems including general housekeeping
- Managing SLA, XLA, Escalations, Major Incident Management
Education
Bachelors in Commerce -
Delhi University
South Campus, Delhi University 04.2001 -
MBA - IT & Finanace
Swami Vivekananda Subharti University
Meerut 04.2001 -
Skills
Office 365Microsoft ExchangeActive DirectorySytrackNexthinkNanohealIBM WatsonBomgarTopdeskLotus NotesTeam PlayerAnalyticalCollaboratorCommunicatorWindows 10Desktop SupportProblem ManagementPeople ManagementChange & Incident ManagementKnowledge Database ManagementClient / Stakeholder ManagementApplication AdministrationProcess Enhancement
Operations Management
Accomplishments
- Minimized downtime and increased awareness of Priority 1 incidents by developing internal Global IT process and communication strategy.
- Excellence in Operations Management
- Awarded outstanding contributor in service excellence for the year 2021-22
- Awarded with 5 times IT gem for outstanding performance.
- Awarded for successful critical migration from notes to exchange & company portal Intune solution.
Roles And Responsibilities
Functional consultant for 5 different tools across 3 different account. Deployment, Operations & Enhancement of Tools like: Nexthink, Bomgar, Nano Heal & Systrack Generating, analyzing and maintaining deadline for regulatory reports for Business users, Weekly & Monthly Dashboards & performance Productivity trackers Performing investigation/resolution for Major tickets and downtimes Ensuring proper communication between L1 L2 L3 & OEM teams and observing the resolution to escalations within the given Service Level Agreements (SLAs) Coordinating with IT groups and external vendors to ensure effective application services to ensure reliability of all applications. Troubleshooting and providing the RCA for the various database and system issues. Working with the Business Systems Support Analyst in identifying proposed process changes, enhancements and developments and liaising with appropriate vendors, Business users and the IT Team. Support of ITIL standard best practices and contribute to continuous improvement for the benefit of the organization and business Responsible for Service Improvement Plan and transitioning. Providing trainings both onsite & offsite every year for new transitions & process development.
Personal Information
Date of Birth: 04/09/88
Training
- Participated in multiple onsite leadership & technical trainings In Haldor Topsoe
- Received Training on Business Intelligence and email etiquettes
- Six Sigma yellow belt from HCL Comnet
Certification
ITIL V3
Timeline
Operations Manager
HCL Technologies
04.2020 - Current
Principal IT Lead Engineer
Haldor Topsoe India Pvt Ltd.
06.2014 - 03.2020
Shift Lead
HCL Comnet Systems & Services Ltd
06.2011 - 06.2014
Bachelors in Commerce -
Delhi University
04.2001 -
MBA - IT & Finanace
Swami Vivekananda Subharti University
04.2001 -