֍ŵorkřř

Description

Kapil Kumar Singh
H.No: 453
: kapilkumarsingh@yahoo.com
Sector: 31
: +91-9852398342
Faridabad, (Haryana)
Pin: 121008
Objective: Seeking a responsible and challenging position with a turbulent and dynamic organization which offers opportunities for professional and personal development and where I can best utilize my knowledge and skills.
KEY SKILLS
 IT OPERATIONS MANAGEMENT
 IT SERVICE MANAGEMENT
 SERVICE DESK IMPLEMENTATION
 VENDOR MANAGEMENT
 TEAM HANDLING & LEADERSHIP
 VULNERABILITY REMADITION TOOLS: GFI LANUGUARD, SCCM, QUALYS ETC.
Professional Synopsis:
 An incisive professional with almost 15+ years of experience in various capacities of IT Service Management, SAP BASIS Support & leading multiple Global Service Desk Operations.
 ITIL – Foundation and ITIL Intermediate (Service Transition) Certified and proficient with ITIL processes and practices.
 Result driven, seasoned IT strategist with rich experience in steering the Operational functions, Service Delivery and Customer Satisfaction in challenging business environments.
 Extensively involved in Program Management, Key Accounts Management, IT Service Delivery, End to end Project Management, Contract Administration and Stakeholder Management.
 Actively involved in Multiple Service Desk projects implementation.
Experience:
Birlasoft (Formerly KPIT Technologies) 3rd Jan 2011 – Till date
Designation: Technology Lead
Role: Project Lead
Roles and Responsibilities
1. Leading a team of 10+ members of IT Service Operations as multi-disciplined department accountable for the 24/7 availability and functionality of the company’s
Kapil Kumar Singh
infrastructure and applications.
2. Supporting Shift Left strategy for service desk and increase in FCR
3. Monitor & Review the open backlog of tickets, SLA adherence and CSAT score and
feedback.
4. Using Excel Tool for Analysis on outages, recurring issues and improving the overall
Incident Management process using ITIL methodology.
5. Managing the continual service improvement process for defining and improving the
overall support for End users using some innovative methods in the organization.
6. Develop & implemented improvement programs based on results of Customer
Survey.
7. Assisting PM with maintaining the Key Performance Indicators by collating Ticket
data, SLA metrics and utilization of consultants on monthly basis.
8. Team Management: Managing daily operations of the team, attendance, allowance
and shift planning.
9. Represented Service Desk in daily, weekly and monthly tactical meetings as well as
created incident reports as determined by stakeholders.
10. Accountability for overall customer satisfaction and service delivery to contractual
SLAs and KPIs.
11. Implemented KPI based performance evaluation system Parameters implemented:
 Transactional Quality
 CSAT
 Process Knowledge
 Client Escalation
 Schedule adherence etc.
Other Roles held:
 Major Incident & Problem Manager, Transition Manager ServiceNow & OTRS
Administration, Managed SAP BASIS Support Project L1& L2, Global IT Service Desk
Operations
Key Achievements:
1. Introduced SAP BASIS Authorization Support from Service Desk level after doing
trend analysis from incident reports which improved FCR and CSAT.
2. Achieved 99.9% SLA Adherence for Service Desk.
3. FCR improved from 15% to 25%.
4. CSAT increased from 72% to 85%.
II. IYOGI Technical Services, Gurgaon
Technical Specialist (Level 2) Dell on Call – 9+ Months
Responsibilities
1. Providing voice-based support to Dell customers in United States regarding any
Kapil Kumar Singh
software issues on their computers.
2. Troubleshooting all kind of software related issues including Operating system
installation, internet troubleshooting, third party software and hardware installation
(including printers, scanners, All in ones etc.)
3. Motivating the customers to upgrade their subscriptions or subscribe their add-on
computers with us to boost the sales.
III. Pixert Systems, Faridabad
Senior Technical Support Executive 1 Year11 months
Responsibilities:
1. Providing technical support to the SOHO and corporate customers
2. Maintain the internal network of the company to ensure round the clock
connectivity to internet and intranet
3. Providing support to the users in the company in maintain and updating their
systems on a regular basis.
IV. JK Technosoft Pvt. Ltd. NOIDA, (U.P.)
Executive – Business Development (Corporate Training), 1 Year 2 months
Responsibilities:
1. Generating new client leads for the business development division (only
corporate)
2. Arranging meetings with the prospected clients, discussing and understanding the
training needs of the clients.
3. Maintaining official records for department like proposals, work orders and
invoices for the yearly audits being conducted.
V. Convergys India services, Gurgaon
Technical support officer, Duration: 1 year 2 months
Responsibilities:
1. Providing voice based technical support to the customers of the South Bell
Corporation internet services in the US.
2. Prompting user for further requirements to boost up sales and maintain sound
customer relationship
3. Maintaining call records on CRM application.
VI. Brahvam InfoTech, NOIDA (U.P.)
Sales Executive (Corporate Training), 1 Year 2 months
Responsibilities:
1. Coordinating with operations to design the appropriate training program for the
clients based on TNA (Training Need Analysis)
2. Maintaining official records for department like proposals, work orders and
invoices for the yearly audits being conducted.
Kapil Kumar Singh
3. Coordinating internet service availability with external service providers.
Formal Professional Qualification:
i) Bachelor of Engineering (Computer Science and Engineering) from CCS
University Meerut.
Basic Educational qualification:
1. AISSE(X) CBSE New Delhi, Year 1997
2. AISSCE (XII) (Mathematics, Physics and Chemistry) from CBSE New Delhi,
Year 1999.
Kapil Kumar Singh