PUSPAM KUMAR
Gurgaon
Summary
Adept at end-to-end project management and IT service delivery, I leveraged my expertise in ITIL standards and strategic decision-making at HCL Technologies to enhance process efficiency and asset management. My leadership and strong communication skills drove significant improvements, demonstrating my ability to deliver cost-effective solutions and foster team growth. Seasoned Deputy Manager with significant background in team leadership, operations management, and strategic planning. Known for driving efficiency improvements and streamlining processes to enhance productivity in previous roles. Committed to fostering positive work environments and promoting team collaboration. Demonstrates strong problem-solving abilities and initiative, consistently delivering high-quality results.
Overview
11
11
years of professional experience
Work History
Deputy Manager
HCL Technologies
04.2024 - Current
- Responsible for Coordination with Command centre and other stakeholders to continuously work on improving the processes and aligning to the best practices
- Identifying and implementing new processes to improve the reliability, repeatability, and efficiency of Configuration Management
- maintain hardware inventory of IT serialized equipment (computers, tablets, servers, telecom, mainframe, midrange, storage, scanners, etc.). The Hardware Asset Manager will lead a team that manages inventory processes, asset records, and interfaces to ensure data accuracy of assets valuing greater than $1 billion, enabling sound business decisions concerning IT-related purchases and redistribution that result in the best use of existing asset resources and avoidance of unnecessary asset costs
- Used excellent problem-solving and issue-resolution strategies to rectify difficulties quickly and effectively.
- Maintained positive, professional working environment to optimise staff and customer satisfaction.
- Negotiated with suppliers to secure advantageous terms and improve supply chain efficiency.
Manager – IT and Asset
Denave India Pvt Ltd
08.2023 - 04.2024
- Experience in end-to-end project management for corporate clients, Asset Management, IT service delivery, IT Services design as per ITIL Standards, project, people & vendor management, IT Governance & Compliance
- A data-driven professional who specializes in technical project management, business analytics, and managing relationships with clients and vendors with a proven track record in Service Delivery and Global Operations
- Expertise in Service Now IT Services Management (ITSM), strategic technology infrastructure service designing, planning and developing cost effective solutions to meet customer business requirements
- Responsible for managing, controlling and protecting the IT Assets of the organization throughout their lifecycle
- Configuration & ITSM process design, performing CMDB and Service-Now IT Asset Management
- Performed inventories and usage monitoring of all IT Assets and records findings, changes and physical location
- IT Service management, ITIL knowledge and process flow and Service Integration Service Operations and Delivery, Tooling Transitions
- Project management knowledge areas, including Project planning, Governance, Reporting, Risk Management etc
- Ability to handle routine tasks with directions and is ready for roles on complex, challenging assignments
- Excellent attention to detail and focus on quality of delivery
- Using Scrum and agile Methodology for successful coordination and within timeline accomplishment of project
- IT Asset and Configuration management, Operational Change and Release Management
- Service Desk, Incident & Problem, Document Management & knowledge management
- Reporting and Dashboards
- Strong written and verbal communication skills
IT Service Delivery Manager
Teleperformance
12.2021 - 11.2022
- Conducted research into emerging technologies that could be used as part of an overall service offering.
- Supervised and oriented computer operator trainees, both onsite and remotely via internet and intranet, promoting full staffing with trained and knowledgeable employees.
- Resolved complex problems related to network issues, software applications, hardware configurations and system design.
- Created detailed documentation regarding installation instructions, usage guidelines and troubleshooting steps for various types of hardware and software products.
- Developed and maintained processes and technology roadmap to achieve business objectives.
Project Manager – at Maruti Suzuki India Limited
PVR Systems Private Limited
09.2020 - 11.2021
- Negotiated contracts with vendors and suppliers based on company objectives and budget constraints.
- Prepared cost estimates for projects of varying sizes.
- Drove continuous improvement of project delivery process by providing strong leadership.
- Modified project plans when needed to better align with organizational objectives.
- Actively sought out feedback from stakeholders throughout the duration of a project in order to identify areas needing improvement or adjustment.
Assistant Manager Service Delivery and Operations
Mind Shaper Technologies Private Limited
09.2019 - 08.2020
- Maintained up-to-date knowledge of company products and services.
- Established processes for monitoring customer satisfaction levels.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Analyzed sales data to identify trends and adjust strategies accordingly.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
Customer Support Team Lead - Service Delivery
Progression Infonet Private Limited
04.2014 - 09.2019
- Led on- and off-site customer support teams across multiple time zones.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Trained new team members on company policies, procedures, products, services, and technologies.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Created operational protocols and customer service processes to improve staff performance.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Liaised with cross-functional departments to train customer support team on products and services and troubleshooting techniques.
- Identified and resolved customer service and product control issues to minimize adverse effects to management and business direction.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Facilitated communication between customers and other departments within the organization.
- Created detailed reports for the management team on customer service activities.
Education
Bachelor of Computer Application (BCA) -
IIITBM
12th -
Board of Secondary Education Madhya Bharat
10th -
Vivekananda Kendra Vidyalaya
Skills
- End-to-end project management for corporate clients
- Asset Management
- IT service delivery
- IT Services design as per ITIL Standards
- Project, people & vendor management
- IT Governance & Compliance
- Technical project management
- Business analytics
- Service Now IT Services Management (ITSM)
- Strategic technology infrastructure service designing
- Cost effective solutions development
- Configuration & ITSM process design
- CMDB and Service-Now IT Asset Management
- Incident & Problem Management
- Reporting and Dashboards
- Strong written and verbal communication skills
- Strategic decision-making
- Staff coaching
- Recruitment
- Logistics management
- Product or service knowledge
- Team motivation
- Policy implementation
- Information security awareness
- Operations management
- Decision-making capacity
- Adaptability and flexibility
- Performance evaluation
Accomplishments
- Winner of Excellence in Team Management award.
- Received Exceptional Client Service award on numerous occasions.
- Received recognition on multiple occasions for service and met client expectation.
Personal Information
Date of birth: 01/15/91
Timeline
Deputy Manager
HCL Technologies
04.2024 - Current
Manager – IT and Asset
Denave India Pvt Ltd
08.2023 - 04.2024
IT Service Delivery Manager
Teleperformance
12.2021 - 11.2022
Project Manager – at Maruti Suzuki India Limited
PVR Systems Private Limited
09.2020 - 11.2021
Assistant Manager Service Delivery and Operations
Mind Shaper Technologies Private Limited
09.2019 - 08.2020
Customer Support Team Lead - Service Delivery
Progression Infonet Private Limited
04.2014 - 09.2019
12th -
Board of Secondary Education Madhya Bharat
10th -
Vivekananda Kendra Vidyalaya
Bachelor of Computer Application (BCA) -
IIITBM
Similar Profiles
Srinivasan NandagopalSrinivasan Nandagopal
ETL Lead /Onshore Technical Business Analyst at HCL Technologies India & HCL Technologies NZ LtdETL Lead /Onshore Technical Business Analyst at HCL Technologies India & HCL Technologies NZ Ltd
Pooja SaxenaPooja Saxena
Senior Analyst at HCL Technologies Pvt. Ltd, HCL technologies Pvt LtdSenior Analyst at HCL Technologies Pvt. Ltd, HCL technologies Pvt Ltd
GIRISH KORIGIRISH KORI
Senior Software Test Engineer / Technical Leader at HCL Technologies Ltd. & HCL GMBHSenior Software Test Engineer / Technical Leader at HCL Technologies Ltd. & HCL GMBH
Abhishek KumarAbhishek Kumar
Data Engineer/Technical Lead at HCL Technologies Limited (HCL Tech)Data Engineer/Technical Lead at HCL Technologies Limited (HCL Tech)
Smriti RanaSmriti Rana
Technical Architect & Lead at Builder.aiTechnical Architect & Lead at Builder.ai