Summary
Overview
Work History
Education
Skills
Timeline
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Pramod Kumar HD

Bengaluru

Summary

Experienced professional with proven leadership skills in achieving goals and driving team success. Skilled in fostering collaboration, strategic planning, and problem-solving. Recognized for exceptional communication, adaptability, and reliability. Creates a productive and positive work environment that can meet changing demands.

Overview

19
19
years of professional experience

Work History

Team Leader

Version 1
05.2025 - Current
  • Led, guided, and enhanced a team of service desk analysts.
  • Establish performance objectives and provide regular feedback through performance evaluations.
  • Foster a positive and collaborative team environment.
  • Oversee daily service desk activities, ensuring prompt resolution of incidents and service requests.
  • Responsible for all major incidents, utilising your team’s engagement.
  • Monitor service desk performance metrics, such as first-call resolution rate, response time, and ticket backlog.
  • Manage the digital handover to the next shift team leader for seamless service.
  • Manage and prioritize workload, including escalations and major incident handling.
  • Ability and willingness to be active in ticket handling and resolutions.
  • Identifying continuous improvements, including for shift-left and automation.
  • Ensure a high standard of customer service by monitoring end-user feedback and addressing any concerns.
  • Support the development and implementation of strategies to enhance the end-user experience, including the use of digital contact channels and automated workflows.
  • Act as a point of contact for key stakeholders regarding service desk performance, including complaints and plaudits.
  • Support the development, documenting, and maintaining of service desk processes, procedures, and best practices.
  • Ensure compliance with company policies and industry standards, including ITIL practices.
  • Identify and implement improvements to service desk tools and workflows.
  • Collaborate with other IT teams to ensure alignment and efficiency across all IT operations.
  • The creation and maintenance of knowledge base articles and guides to aid in L1/L2 technical resolutions.
  • Provide technical guidance to the service desk team, assisting with complex issues as needed.
  • Stay updated on emerging technologies and recommend tools to improve service desk functionality.
  • Support the generation of regular reports on service desk performance and trends.
  • Performed data examination to detect trends.

Technical Project Co-ordinator/Team Lead

Fortinet
04.2019 - 05.2025
  • Developed and executed project charters and plans, outlining project goals, scope, budget, and timelines.
  • Monitored project progress, identified potential roadblocks, and implemented corrective actions to ensure project deliverables were met.
  • Collaborated with stakeholders, managing expectations and ensuring their involvement throughout the project lifecycle.
  • Developed and maintained project budgets, tracking expenses and ensuring financial accountability.
  • Facilitated team meetings and retrospectives to enhance collaboration, problem-solving, and continuous improvement.
  • Managed multiple projects simultaneously, prioritizing tasks and resources to meet project deadlines.
  • Recognized revenue upon completion of each project stage.
  • Facilitated precise revenue recognition and reconciliation with finance team.
  • Created and managed project dashboards to provide real-time visibility into project progress and performance.
  • Facilitated quarterly forecast calls to analyze and drive numerical targets.
  • Supervised 10-member customer support team to maintain high customer satisfaction levels.
  • Documented and analyzed customer feedback to identify areas for process improvement.
  • Prepared and delivered presentations on customer support best practices to internal stakeholders.
  • Participated in cross-functional projects to enhance customer service delivery.
  • Handled complex technical issues and escalated cases to appropriate resources.
  • Committed to continuous learning and professional development.
  • Passionate about delivering exceptional customer experiences.
  • Ability to work independently and as part of a team.
  • Provided technical support to end-users via phone, email, and live chat.
  • Oversaw customer accounts and handled billing processes.
  • Trained new hires on company policies and procedures.

Procurement Consultant

Cisco
05.2015 - 04.2019
  • Managed procurement process effectively ensuring cost efficiency.
  • SEZ clearance.
  • Import/Export of Cisco products.
  • Oversaw all financial transactions.
  • Coordinated and allocated resources effectively for project needs.
  • Enhanced internal financial oversight by analyzing expenses and costs.
  • Conducted quarterly audits of Cisco assets.
  • Prepared documentation and secured necessary SEZ officer approvals.
  • Oversaw and managed documentation checks for car leasing activities.
  • Sending reports to Finance team each month.
  • Providing clearance to employee during Final exit formalities.
  • Sourced vendors and suppliers to meet business requirements.
  • Coordinated house leasing programs for EXPAT employees.

Business Trainer

Firstsource Solutions
11.2006 - 05.2015
  • Conducted comprehensive training sessions for new employees.
  • Managed team workflows.
  • Instrumental in reaching team performance targets.
  • Designed and launched a development plan.
  • Collaborated with team members to achieve objectives.
  • Worked alongside experts to optimize operational processes.
  • Conducted regular evaluations of training materials, structure, and success rates to optimize program.
  • Kept training data and documentation secure for full compliance.

Education

MBA - Information Technology

NMIMS

Skills

  • PMP certification
  • Vendor relations
  • Complex resource management

Timeline

Team Leader

Version 1
05.2025 - Current

Technical Project Co-ordinator/Team Lead

Fortinet
04.2019 - 05.2025

Procurement Consultant

Cisco
05.2015 - 04.2019

Business Trainer

Firstsource Solutions
11.2006 - 05.2015

MBA - Information Technology

NMIMS

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Pramod Kumar HD