Imran Khan
Project Management Officer
Bengaluru
Summary
With a proven track record at DXC Technology, I excel in project management and team collaboration, enhancing team performance and client satisfaction. My expertise in project planning and stakeholder communications has consistently delivered projects under budget, with a focus on continuous improvement and relationship building.
Overview
15
15
years of professional experience
2
2
years of post-secondary education
2
2
Certifications
Work History
Multi-Supplier Integrator
DXC Technology
Bangalore
02.2020 - Current
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Maintained accurate documentation of all projects, facilitating efficient audits and future reference.
- Enhanced team collaboration through regular meetings, fostering a positive work environment for increased productivity.
- Coordinated cross-functional teams to achieve seamless collaboration in achieving project objectives.
- Improved client satisfaction with timely updates and transparent communication throughout the project lifecycle.
- Collaborated with stakeholders to define clear project goals, leading to consistent alignment with expectations throughout the process.
- Provided immediate emergency response and incident management.
- Actively participated in post-incident reviews, sharing lessons learned and driving continuous improvements in response protocols.
- Led root cause analysis investigations for significant events, identifying corrective actions to prevent recurrence.
- Managed escalations effectively by collaborating with both internal teams and external vendors as needed.
- Contributed to the overall success of the organization by consistently meeting or exceeding key performance indicators related to major incident management.
- Streamlined incident management procedures with the development of clear guidelines and standardized workflows.
Major Incident Manager (Veritas and SKF)
DXC Technology
02.2020 - Current
- Provided immediate emergency response and incident management.
- Led root cause analysis investigations for significant events, identifying corrective actions to prevent recurrence.
- Actively participated in post-incident reviews, sharing lessons learned and driving continuous improvements in response protocols.
- Managed escalations effectively by collaborating with both internal teams and external vendors as needed.
- Contributed to the overall success of the organization by consistently meeting or exceeding key performance indicators related to major incident management.
- Conducted post-resolution reviews with team members.
- Implemented continuous improvement initiatives, resulting in more efficient major incident management practices.
- Established a robust incident reporting system to track progress and identify areas for improvement.
- Served as a trusted advisor to clients during major incidents, providing guidance on mitigation strategies while maintaining open lines of communication throughout the process.
- Spearheaded the adoption of ITIL best practices within the organization, contributing to standardization across departments.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
Project Coordinator
Impelsys
05.2018 - 01.2020
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Developed comprehensive project plans, outlining scopes, timelines, deliverables, and milestones.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Maintained accurate documentation of all projects, facilitating efficient audits and future reference.
- Prepared meeting agendas and minutes for distribution and record keeping.
- Enhanced team collaboration through regular meetings, fostering a positive work environment for increased productivity.
- Coordinated cross-functional teams to achieve seamless collaboration in achieving project objectives.
- Improved client satisfaction with timely updates and transparent communication throughout the project lifecycle.
- Collaborated with stakeholders to define clear project goals, leading to consistent alignment with expectations throughout the process.
Product Support Analyst
HSBC
02.2016 - 10.2017
- Provided exceptional customer service, addressing concerns promptly and accurately.
- Analyzed product performance data to identify trends and areas for improvement.
- Implemented monitoring tools to proactively detect potential issues before impacting users.
- Streamlined customer support processes for increased efficiency and faster response times.
- Served as a subject matter expert, assisting sales team in closing deals with technical demonstrations.
- Participated in product testing phases, ensuring optimal functionality prior to release dates.
- Maintained thorough knowledge of product offerings, staying current with industry trends and best practices.
- Managed escalated cases, ensuring timely resolution and maintaining strong client relationships.
- Followed up with customers to verify resolution of reported issues and initiated product replacement for unresolved problems.
- Performed troubleshooting and tested customer issues via phone, email, and remote assistance software.
Business Development Executive
Ocwen Financial
09.2013 - 07.2015
- Built strong relationships with clients, leading to increased customer satisfaction and repeat business.
- Communicated directly with customers and partners to build strong business networks and relationships.
- Developed customized solutions for clients, addressing their unique needs and helping them achieve their goals.
- Negotiated client contracts and agreements to cultivate profitable business transactions.
- Provided exceptional customer service by promptly addressing client concerns and resolving issues as they arose.
- Managed a portfolio of accounts, ensuring timely delivery of products/services while maintaining high levels of customer satisfaction.
Technical Support Engineer
Convergys
02.2012 - 07.2013
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Mentored junior members of the team on best practices in issue resolution techniques.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Coordinated with vendors to resolve product-specific issues, acting as primary point of contact for warranty and repair processes.
- Developed and maintained technical documentation, aiding in quicker onboarding of new team members and serving as reference tool.
Assistant Manager
Elite International
12.2009 - 01.2012
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Monitored sales trends to adjust pricing strategies for optimal profitability.
Education
Bachelors of Computer Applications -
Mahatma Gandhi Kashi Vidyapith
Varanasi 11.2005 - 04.2008
Skills
Project management
Project planning
Project planning and development
Project tracking
Team collaboration
Technical support
Task prioritization
Customer relations
Data analysis
Root-cause analysis
Stakeholder communications
Cross-functional collaboration
Relationship building
Project scope
Presentations
Business analysis
Processes and procedures
Planning and scheduling
Certification
ITIL
Timeline
ITIL
11-2021
Multi-Supplier Integrator
DXC Technology
02.2020 - Current
Major Incident Manager (Veritas and SKF)
DXC Technology
02.2020 - Current
Project Coordinator
Impelsys
05.2018 - 01.2020
Product Support Analyst
HSBC
02.2016 - 10.2017
Business Development Executive
Ocwen Financial
09.2013 - 07.2015
Technical Support Engineer
Convergys
02.2012 - 07.2013
Assistant Manager
Elite International
12.2009 - 01.2012
Bachelors of Computer Applications -
Mahatma Gandhi Kashi Vidyapith
11.2005 - 04.2008
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