ServiceNow
Nishant Bisht
Project Manager
Bengaluru,KA
Summary
Seasoned Project Manager bringing [9+] years of [IT Industry] experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention.
Overview
9
9
years of professional experience
6
6
Certifications
2
2
Languages
Work History
Managed Service Manager
HPE, Bangalore
Bangalore
05.2022 - Current
- Worked with external clients and customers to monitor projects from initiation through delivery, and ensured technical compatibility for the various accounts. Organizes the interdepartmental activities, ensuring completion of the project/product on schedule and within budget constraints.
- Responsible for the delivery of projects with low complexity, and low risk,
- Ensuring the delivery of the standard project plan with minimal supervision, and coordinating standard project plans, delivering against standard statements of work (SOW).
- Preparing, maintaining, and submitting clear and concise activity progress reports, and time recording.
- Creating management reports for customers, management, and sales, in accordance with published procedures.
- Ensuring system-based project closure and controlling financial compliance.
- Driving customer satisfaction to achieve Total Customer Experience (TCE).
- Making management aware of potential issues or customer escalations, and serving as the point of contact during the project for all aspects of the engagement.
- Ensuring transparency by regularly communicating the project status to the project team, and the customer.
- Analyzed service reports to identify areas of improvement.
- Implemented strategies to increase customer service satisfaction ratings.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Team Lead
HPE, Bangalore
Bangalore
12.2020 - 04.2022
- Managing the client’s interface for all matters related to the build, migration, and Client Network Architecture.
- Strategize, coordinate, and oversee comprehensive operational activities.
- Supervise a team of L2 network engineers.
- Conduct audits, and provide guidance to engineers through mentoring.
- Develop Standard Operating Procedures (SOPs).
- Manage and resolve escalations effectively.
- Conduct technical interviews for potential team members.
- Establish performance scorecards for engineers to monitor and assess their contributions.
- Ensuring that processes are followed, and relevant standards are adhered to.
- Plan, monitor, and manage external projects from initiation through completion.
- Supporting the overall migration planning, deployment strategy, and decommission workflow.
- Communicated the project plan to domain team members through meetings and presentations.
- Ensuring project results meet requirements regarding technical quality, reliability, and schedule.
- Assist in the management of specific projects that have a distinct beginning and end, and apply company policies and procedures to resolve routine issues.
- Responding to incidents in a timely fashion, as per the pre-defined priority levels and SLAs.
- Expertise in handling projects related to Zero Touch Provisioning of Aruba APs (indoor and outdoor), switches (Aruba 2530, 2930), and controllers (Aruba 7005).
- Expertise in stakeholder management and sharing weekly and monthly reports.
- Hands-on experiences in vendor management.
- Tools used: Salesforce, Citrix, CradlePoint, PuTTY, Aruba Activate, Aruba AirWave, Aruba Private Cloud, and VDI.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Coached team members in techniques necessary to complete job tasks.
- Managed schedules, accepted time off requests and found coverage for short shifts.
Network Engineer L2
HPE, Bangalore
Bangalore
07.2017 - 11.2020
- Good hands-on experience with the SFDC/SNOW ticketing tool and monitoring tools APC, Airwave, and Cradle Point.
- Monitoring the system, network availability, and service status via the APC, Airwave, and Cradle Point Availability Management tool.
- Coordinating with ISPs, like DSR, in case of WAN outages.
- Hands-on experience in troubleshooting routing, switching, firewall, and wireless issues.
- 24/7 on-call escalation support as part of the L2 Network team.
- Configuration and implementation of EIGRP, OSPF, and BGP protocols.
- Handling inbound and outbound calls, providing resolution to network issues in a store environment, in an effort to bring Aruba equipment back online.
- Experience in configuring and implementing VLANs, VTP domains, LAN switching, and STP/RSTP.
- Configuring and troubleshooting Aruba access points, Aruba stack switches, and Aruba controllers cradle points.
- Coordination with the ISP for resolving the WAN issues within the committed SLA in the case of link failure.
- Coordinating with Aruba TAC in case of hardware failures—switches, stack switches, access points, AP replacements, etc.
- Responsible for checking and troubleshooting issues such as packet loss, link down.
- Configuring/bouncing ports for IP cameras, registers (POS), servers, IP phones, and verifying the VLAN for these ports.
- Configuring controllers and access points.
- Working on and resolving problem management tickets.
- Creating scripts that perform network maintenance and system upgrades, including network configurations.
- Identify automating repetitive tasks, and for internal process enhancement.
- Acted as a facilitator for the Global CAB (Change Advisory Board), ensuring adherence to the Change Management policy.
- Assess RFCs (Requests for Changes) for completeness and validity.
- Ensure that the prioritization and categorization of RFCs occur within limits.
- Provide authorization for all RFCs to proceed, and reject RFCs that lack appropriate information.
- Preparing the documentation required to support the Technical Reviews and CAB meetings.
- Confirming the closure and closure status of changes, and conducting any post-implementation reviews required, production of management statistics on the Change Process.
- Monitored network capacity and performance to diagnose and resolve complex network problems.
- Provided network support services for devices such as hubs, bridges, routers, and other hardware.
Education
Bachelor of Science - Electronics & Communication
Dehradun Institute of Technology
Dehradun 04.2001 -
GED -
GIC
Gopeshwar 04.2001 -
Skills
Project Management
Project Coordination
Change Management
Customer service management
Customer relationship management
IT service delivery
Escalation management
Service delivery management
Accomplishments
- Awarded the Certificate of Recognition for Demonstrating Deliver excellence January’ 2021.
- Awarded the Certificate of Recognition for Demonstrating Deliver excellence July’ 2023.
Software
SFDC
Jira
Confluence
MS Office
SharePoint
Certification
ITIL V4
Interests
Photography, Traveling, Video Games
Declaration
I hereby declare that all the information provided above is true to the best of my knowledge.
Profile Summary
- Result oriented and competent professional offering close to 10+ years of comprehensive experience in IT industries and Team management for the organization.
- Key focal who helped build lead and motivated teams to drive organizational success within diverse industries and sectors, across domestic, international and in the face of challenging conditions.
- Perform Client Management and define guidelines and policies for IT Projects.
- Good communication and interpersonal skills relate effectively with people, generating trust and rapport.
- Monitor the entire phases of project cycle and ensure quality and outstanding performance of products.
- Recognized as a proactive individual who can rapidly identify business problems, formulate tactical plans, initiate change, and implement effective business strategies in challenging environments.
- Excellent communicator with exceptional talent for problem solving and ability to handle multiple functions and activities in high-pressure environments with tight deadlines.
- Motivated and goal driven with a strong work ethics, continuously striving for improvement coupled with excellent administrative aptitude with an eye for detail and the commitment to offer quality work.
- A strong team leader/player, training, guiding and motivating teams of professionals towards maximum productivity with exceptional consensus building, negotiation and interpersonal skills, analytical mind, and comprehensive problem detection/ solving abilities.
Timeline
Managed Service Manager
HPE, Bangalore
05.2022 - Current
Team Lead
HPE, Bangalore
12.2020 - 04.2022
Network Engineer L2
HPE, Bangalore
07.2017 - 11.2020
Bachelor of Science - Electronics & Communication
Dehradun Institute of Technology
04.2001 -
GED -
GIC
04.2001 -