Summary
Overview
Work History
Education
Skills
Timeline
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Harpreet Singh

Pune

Summary

A seasoned IT professional with close to 11 yrs. of enriched Experience with Customer-focus and 6 years in Project and Service Management. Strong leadership, relationship-building skills with experience in remote team management. Self-motivated individual high on taking accountability and working independently with minimal direction or support.

Overview

14
14
years of professional experience

Work History

Service Delivery Management (Project Manager)

11:11 Systems
Pune
09.2015 - Current
  • Handling Implementation related delays on Projects for Managed Services, Recovery to Cloud Server Replication, Data center migration and BCP
  • Tracking project implementation delays on Recovery to Cloud /ECS, Platform Migration
  • Supporting Projects for Data Center storage cleanup
  • Involved stakeholders (Procurement) with and the teams Data Center team for cross connect projects and Upselling services, migrating to upgraded products with retention policy
  • Gather and review Customer Design Requirements, statement of work (SOW) and coordinate with the operation Team (Recourse management)
  • Identify and resolve contract compliance and project risks and issues
  • Promote sales by assisting the account team with identifying customer's future growth requirements
  • Resolve contract and billing issues (Cost, Schedule, Quality of project) by working with legal and account teams
  • Sharing the minutes of the meeting with internal team and external client
  • Work on the issues discussed and share the work around and setting up another follow meetings
  • Creating and managing the work plans in Service now tool
  • Program test management and governance stakeholder management and creating the report of projects (CCN, PID, Closure documents)
  • Involved throughout in P0, P1 Incident tickets, Problem ticket and tasks
  • Working closely with Incident Management team.
  • Colo implementation for space and power, Data Center cage built up.
  • Worked on migration of Client equipment's and implementation of Circuit.
  • Implementation of Network, bandwidth upgrade and IP blocks.
  • Managed projects for data center with risk and issue.
  • Experience in working with Salesforce, Service Now, Service Center, and Oracle E-Business/Enterprise Data center migration and Automation Projects.
  • Documented, communicated, and distributed project status to stakeholders

Tech Support

TaraSpan
Pune
10.2014 - 03.2015
  • Maintaining the SLA of the tickets and follow up with escalation teams
  • Working on different product of PCOIP protocol technology
  • Interacting and coordinating with SME to resolve customer issue
  • Analyzing system, network logs/events to identify and resolve the issue
  • Working on Microsoft Parature ticketing system

Tech Support

Fiserv India
Pune
07.2012 - 09.2014
  • Area of working Infrastructure Management Services (Support)
  • Project worked on Enterprise Technology Service (Banking Domain)
  • Responsible to lead and drive Major Incident calls, send periodic updates to the stakeholders until the Incident is resolved
  • Drive the technical teams to provide inputs to resolution action plan, assess risk and drive teams to implement work around or permanent fix to restore working service at the earliest
  • Identify process improvements and recommend changes
  • Responsible for developing and signing off Post Incident Review, Reports for Major and Critical Incidents
  • Identify and drive initiatives to improve the ways of working in Incident Management and Problem Management processes
  • Responsible to conduct regular trainings (for new hires and refresher), lead sessions on changes, updates on processes and audits for compliance to Incident Management and Problem Management with Quality Assurance teams, also support the organization in case of Audits and other reviews
  • Bridge gap between Incident, Change, Problem management and process stakeholders
  • Support reporting and data analysis for SR Leadership
  • Incident volume management along with driving RCA process

Technical Support

TechMahindra
Pune
01.2012 - 06.2012
  • B to B Collections

Technical Support

Fiserv India
Pune
06.2010 - 10.2011
  • Bachelor's Degree: Arts

Education

Bachelor's Degree - Arts

Skills

  • Project Management
  • Incident Management
  • Change Management
  • Lifecyle Planning
  • Problem Solving
  • Contract Management
  • Strong team orientation
  • Client relationship building
  • Active listening skills
  • People-oriented
  • Positive
  • Exceptional time management
  • Customer-oriented
  • Motivated teamplayer
  • Quick learner
  • ITIL v4
  • Scrum Master
  • PMP Training

Timeline

Service Delivery Management (Project Manager)

11:11 Systems
09.2015 - Current

Tech Support

TaraSpan
10.2014 - 03.2015

Tech Support

Fiserv India
07.2012 - 09.2014

Technical Support

TechMahindra
01.2012 - 06.2012

Technical Support

Fiserv India
06.2010 - 10.2011

Bachelor's Degree - Arts

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Harpreet Singh