Himanshu Kumar Chokkar
IT Manager
Bangalore
Summary
Tireless Service Delivery Manager is talented in assessing client needs and developing solutions to promote business opportunities. Established decision-maker with a background in mentoring others to accomplish project milestones. Offering exemplary client relationship-building prowess. Dedicated professional highly skilled in transportation flow management. Talented individual offering dynamic skills in import and export laws and strategic initiatives.
Focused Project Manager adept at planning, directing and maintaining continuous operations in various departments. Experienced in directing manufacturing employees and keeping efficient production in accordance with quality standards. Applying creative and analytical approach to operations for continuous process improvement. Skilled at identifying or anticipating problems and providing solutions. Excels through mentoring, training and empowering team to excel in performance.
Overview
15
15
years of professional experience
5
5
years of post-secondary education
4
4
Certifications
3
3
Languages
Work History
Lead Business Operations Analyst
Quess Corp
Bangalore
11.2021 - Current
- Played key role in on-going network design, reevaluation and optimization to keep pace with company growth.
- Supported implementation of warehouse management system software applications to enable centralized management of tasks.
- Analyzed network security and current infrastructure to assess areas in need of improvement and develop solutions.
- Oversaw development and implementation of improvements to support and network operations.
- Communicated regularly with customers concerning data exchange and technology integration.
- Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
- Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.
- Reviewed and assessed architecture design, implementation, testing and deployment needs to identify project requirements and costs.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Developed strong communication and organizational skills through working on group projects.
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Served as primary interface for onboarding new personnel, providing educational resources on service delivery policies and establishing scheduling calendars.
- Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
Senior Manager
Trinity Group Trinity Reinsurance Brokers LTD
04.2021 - 06.2021
- Interfaced effectively with key accounts, answering questions and delivering exceptional service.
- Worked with high-profile customers to select a third-party vendor for IT infrastructures.
- Met with business leaders to better understand IT issues that negatively impacted businesses.
- Coordinated and led internal and external site team meetings.
- Supervised operations of a 24-hour customer service desk staffed by 149 team members.
- Advised clients on methods, technologies, process improvements, and training that would increase overall business potential.
- Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
- Proposed and implemented system enhancements to improve the performance and reliability of the storage environment.
- Organized internal audits and led efforts to determine and remedy deficiencies.
- Designed, documented and executed system upgrades and patch management using update manager.
- Developed project plans identifying key issues, approaches and performance metrics.
- Identified control gaps in processes, procedures and systems through in-depth research and assessment and suggested methods for improvement.
- Developed audit policies, guiding administrative and technical functions.
- Assessed internal control risks of network through information system audits.
- Executed audit phases and entered data into accounting software for analysis.
Senior Consultant
Skill Mine Technology Consulting Pvt Ltd, Prudent Insurance Brokers Pvt Ltd
06.2018 - 04.2021
- Consult with IT Senior Management regarding documentation, development, and implementation of ITSM strategy, design, operation, transition, and continual service improvement processes
- Contribute to and/or coordinate the development of ITSM deliverables such as current state assessment reports, future state designs, requirements documents, IT process flows, operational procedures, training plans, etc
- Implementation and Administration of O365 managing Exchange and Teams
- Working on all levels of Teams end-user trouble-shootings
- Enable federation access with client domain
- Patch Management, Backup Management, Team Management, Resource Management
- Analysing Security Events and raw logs for possible incidents with the help of SOC
- Managing Data resolve In defend Endpoint DLP with the support of the backend team, which helps to Prevent Breaches By
- Continuously Monitoring And Protecting Sensitive Data
- Responsible for Deployment, Administration, and Monitoring of Check Point Sandblast that provides assurance to prevent endpoints from Zero-day, Ransomware & Anti-Bot attacks
- Additionally, provide the features like Threat emulation,
- AntiExploit, Behavioural Guard & Forensics
- Responsible for Deployment, Administration, and Monitoring of Symantec Anti-Virus for endpoints which provide Virus and Spyware Protection, Network and Host Exploit Mitigation, Proactive Threat Protection & Host Integrity
- Managing SOC services & responsible for ensuring that potential security incidents are correctly identified, analysed, defended, investigated, and reported
- Responsible for Deployment, Administration and Monitoring of Check Point Sandblast that provides assurance to prevent endpoints from Zero-day, Ransomware & Anti-Bot attacks.
Lead
Source Infosystems Pvt Ltd, Mercedes Benz Research and Development India Pvt
07.2016 - 05.2017
- Ltd and Toyota Motor Europe
- Management of the IT service Delivery Team including responsibility for service desk, and application support
- Hands-on experience in various stages of IT Infrastructure Management including, Service Operations, Service Transition, and Continuous Service Improvement
- Definition of service level agreements (SLAs) in relation to contracted services, ensuring the SLAs are achieved
- Effectively monitor, control and support service delivery, ensuring systems, methodologies, and procedures are followed
- Responsible for service delivery team shaping, building, development, management, and motivation
- Matrix management with responsibility for permanent and contractual staff
- Experience in planning and management of IT infrastructure systems projects; syndicate project plans and review status with IT staff
- Ensure the delivered services are fit for purpose, carrying out relevant, and reviews as necessary
- Ensuring that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules, etc
- Manage the overall desk activities, including the supervisors
- Ensuring that all IT teams follow the incident management process for every incident
- Driving the efficiency and effectiveness of the incident management process
- Build sustaining and productive relationships with customers and stakeholders
- Provided leadership, mentoring and coaching for the team leader and representative
- Oversee and participate in the integration of assessment of assets, threats and vulnerabilities and assists in weighing the calculated risk against the projected cost of security
- Develop and implement recovery progress measures and communicate adjustments and improvements to applicable stakeholders and authorities
- Work with Business Continuity management to ensure that the disaster recovery (crisis management) and business continuity plans drive disaster recovery (DR) strategy and procedures
Senior Consultant
Skill Mine Technology Consulting Pvt Ltd, Toyota Kirloskar Pvt Ltd
07.2015 - 03.2016
- Provides leadership for the Incident Management process
- Accountable for the entire Incident Management process
- Recruiting project staff and consultants
- Enforce process and standards, and work to improve the process
- Recording and managing project issues and escalating where necessary
- Working closely with users to ensure the project meets business needs
- Definition and management of the User Acceptance Testing program
- Identifying user training needs and devising and managing user training programs
- Participate with Support and Services teams during root because analysis reviews
- Coordinate customer communication and follow-up of remediation activities
- Investigate and diagnose Incidents to restore a failed IT Service as quickly as possible
- Resolve Incidents within the specified Service Level Agreements/Operational Level Agreements
- Experience in planning and management of IT infrastructure systems projects; syndicate project plans and review status with
- IT staff
- Ensure the transition methodology is well understood, adhered to, and is continuously adjusted to ensure lessons learned are incorporated from each transition
- Creatively apply business and technical knowledge to enable, support, and implement all aspects of change in the service
Technical Specialist
Iyogi Tech Service Pvt Ltd
08.2013 - 06.2015
- Project: VFS Tasheel
- Profusely provided Global Support for Macintosh products
- Adeptly dealt with the support of Apple iMac Machine, iPad, iPhone, and MacBook
- Handle escalation calls of team members, and monitored the agents for improving the performance of the team
- Assisted the entire floor with process support and escalation of issues to clients
- Analysed the data of each team and gave feedback to individuals/teams to improve their performance
- Ensured Follow ups and reports to the Managers on the No of calls taken, outbound calls, team performance, replacements, and individual performance of team members
- Provide specialized investigation and diagnosis of all Incidents and Service Requests
- Verify resolution with end-users and resolve assigned Incidents
- Ensure that Incidents assigned to their Support Groups are resolved and that service is restored
- Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational
- Level Agreement are respected
- Identify Incidents for review
- Participate in Incident review following major Incidents
- Managed the New Business & Service Transition teams through the development of objectives and targets for performance and career development.
Support Engineer
MAGNA INFOTECH
02.2011 - 03.2013
- Atos Origin, Siemens Limited, and Coca-Cola
- Accomplish responsibility of managing customer service to clients with issues & queries; build a cordial relationship with clients and facilitate them on using company services in a better way
- Instrumental part played in terms of optimum utilization of available resources, ensure availability
- Map client requirements, identified improvement areas & implemented measures to maximize satisfaction levels
- Ensure continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels
- Deftly impart Technical solutions to external customers via Remote Desktop
- Adeptly handle OS installation and troubleshooting - windows 2000, XP, and Vista
- Promptly answer all calls and E-tickets according to Service Level Agreements (SLA) policies
- Responsible for documenting the configuration of the system
- Analysing system logs and identifying potential issues
- Responsible for Security Scan IPINS, Active Directory 2003, Patch implementation, and Security Updates
- Responsible for Server Access and L2 calls Handling
- Taking care of VIP users, Blackberry support, and iPhone support
- Responsible for HP blade server and Dell Server.
SME
HEWLETT PACKARD
10.2008 - 02.2011
- (Subject Matrix Expert)
- Profusely provided National level Online Technical Support for Hewlett Packard Desktop or Notebook, IPAQ
- Adeptly dealt with the support on HP Workstation, Business Desktop, Thin clients and Notebook multifunction, IPAQ
- Successfully provided Technical Training to the New Joiners for the products
- Also provided the Win7 and Win Vista Training and process
- Worked in Desktop and Laptop Department and IPAQ Department and CD Department
- Diagnosed and Troubleshoot
- Windows (Windows XP and Windows Vista) related issues
- Handle escalation calls of team members and monitored the agents for improving the performance of the team
- Assisted the entire floor with process support and escalation of issues to clients
- Analysed the data of each team and gave feedback to individuals/teams to improve their performance
- Ensured Follow ups and reports to the Managers on the No of calls taken, outbound calls, team performance, replacements, and individual performance of team members
- Interacted with the process and change team to identify new area of improvement and ensure that it is incorporated on the service reference resources systems.
Education
Bachelor of Science - Information Technology
Eiilm University
Delhi 07.2006 - 06.2009
Gradute Diploma in Business Administration - Business Administration
National Institute of Management
Delhi 10.2008 - 03.2011
Skills
Process Mapping
Audit management
Internal Audit Administration
Compliance Monitoring
Risk management
End point configurations
Active listening and communication
Service desk oversight
Training and coaching
Budget planning
Staff Management
Operational setup
Patching
Password management
Symantec Endpoint Protection
Data security
Leading program operations
Certification
ISO 27001 Lead Auditor - Information Security Certification
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Risk comes from not knowing what you are doing.
Warren Buffett
Timeline
Certified in CyberSecurity (CC)
11-2022
ISO 27001 Lead Auditor - Information Security Certification
07-2022
Lead Business Operations Analyst
Quess Corp
11.2021 - Current
Senior Manager
Trinity Group Trinity Reinsurance Brokers LTD
04.2021 - 06.2021
Microsoft 365 Certified: Fundamentals
07-2020
Microsoft Certified: Azure Fundamentals
07-2020
Senior Consultant
Skill Mine Technology Consulting Pvt Ltd, Prudent Insurance Brokers Pvt Ltd
06.2018 - 04.2021
Lead
Source Infosystems Pvt Ltd, Mercedes Benz Research and Development India Pvt
07.2016 - 05.2017
Senior Consultant
Skill Mine Technology Consulting Pvt Ltd, Toyota Kirloskar Pvt Ltd
07.2015 - 03.2016
Technical Specialist
Iyogi Tech Service Pvt Ltd
08.2013 - 06.2015
Support Engineer
MAGNA INFOTECH
02.2011 - 03.2013
Gradute Diploma in Business Administration - Business Administration
National Institute of Management
10.2008 - 03.2011
SME
HEWLETT PACKARD
10.2008 - 02.2011
Bachelor of Science - Information Technology
Eiilm University
07.2006 - 06.2009