ROHAN PRAKASH DESAI

W D /d / K

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Career Objective:

Poised to contribute unique blend of project-management and exemplary customer-support skills

along with commitment to excellence to your firm’s value by ensuring that projects support

strategic mission and objectives are within scope, budget and schedule.

Professional Profile:

Creative thinker and analytical problem-solver with demonstrated ability to manage projects

from planning through execution/completion under the pressure of fast-paced, time-

sensitive environments.

Exceptional interpersonal communicator who effectively interacts with clients and all levels of

management.

Decisive, energetic, focused team leader/player who leads high-performing teams through

implementing change and improvements.

Professional Experience:

Manager – Projects, Kuoni Business Travel (India) Pvt. Ltd., January-2014 to Present

Date.

Responsible for the design, development, implementation, administration and on-

going support of various software solutions for KBTIL.

Projects initiated are as follows:-

Automation of Car Booking & Invoicing Process.

Website for Small Business Travel segment initiative.

Implementation of ‘Salesforce’ for Sales, Client Management & Credit

Control.

• Prepare project documentation (proposals, BOM, etc.) and data deliverables.

• Supervise all software delivery, installation for all the above mentioned

projects.

• Arrange user trainings for executives, stake holders etc.

• Generate demonstration/presentation materials and deliver presentations.

• Direct the coordination of all implementation tasks involving third party

vendors as well as provide consultation to internal stakeholders on system

implementation.

Project Manager for System Integration Business Unit, L&T InfoTech, January-2010 to

December-2013.

Projects initiated and completed are as follows:-

Electronic Forms Application, State Portal and State Service Delivery

Gateway Project Infrastructure Implementation for State of Bihar.

• Vendor identification.

• Regular visits at client side for reviewing central site readiness.

• Plan and execute delivery & implementation of Hardware & Networking

components at Data Centre and 303 regional offices spread across vast

geographical area.

• Maintain regular communication (Status Reports) with the stakeholders.

• Maintain regular communication with the vendors for the delivery of the

materials and escalations if any.

• Communications with the internal logistic team for delivery co-ordination.

• Preparation of documents as per project requirement include:-

o Vendor co-ordination matrix for Bihar SDG project.

o Weekly status reports of Bihar SSDG project.

• Co-ordination with various teams and maintaining the project execution

dates.

e-Governance Project Infrastructure Implementation for All India Council

of Technical Education (AICTE) at Delhi.

• Plan and execute multi-site infrastructure implementation.

• Responsible for the delivery and installation of the Hardware and Networking

components at AICTE central site and 8 regional offices.

• Plan and execute multi-site Network Cabling activity.

• Effective resource utilization planning for maximum output and support

during the installation of the hardware components.

• Team management and Vendor management.

• Presentations and review meetings on Project Status with the stakeholders.

• Maintain effective communication with the stakeholders and IT contacts.

• Communication with the internal logistic team.

• Managing the Audits.

• Preparation of documents as per project requirement include:-

o Weekly status reports.

o Vendor co-ordination matrix.

o Project Handover Document.

• Materialize the hand-over of support services to internal IMS Business Unit.

• Co-ordination with various teams and maintaining the project execution

dates.

FMM, LMS Project Infrastructure Implementation for Center for Railway

Information System (CRIS) at Delhi.

• Plan and execute delivery & implementation of Hardware & Networking

components at CRIS central site and 5 regional offices.

• Vendor Management.

• Manpower management in terms of planning and optimizing manpower

requirement and obtaining maximum productivity.

• Liaise with the vendor for outsourced resources.

• Maintain effective communication with the stakeholders and IT contacts.

• Invoicing and Payment follow-up.

• Effective co-ordination with other departments to resolve customer/team

member’s problems and queries.

Project Lead at Chevron, Aberdeen, UK through L&T InfoTech, January-2009 to

December-2009

Onsite – Aberdeen, Scotland from January-2009 to July-2009

Project initiated for offshore transition is as follows:-

Service Desk Implementation.

• Assist project team in identifying all forward/escalation groups and their key

contacts.

• Identify types of issues (functional, technical, etc.).

• Facilitate meetings with offshore project team and escalation groups to

develop support model.

• Draft swim-lane diagram of proposed support model.

• Establish due dates for project team to deliver support documentation

content.

• Approve documentation and training strategy.

• Resolve conflicts/issues, if necessary.

• Develop Call Flow process.

• Provide SD communication strategy/plan.

• Review and approve customer (end user) facing communications.

• Serve as point of contact for SD project team members regarding

questions/issues.

• Conduct weekly transition status meetings with assigned Offshore Project

Team.

• Attend meetings related to transition as requested by assigned project

resources and Offshore Project Team.

Offshore – Mumbai, India from July-2009 to December-2009

• Arrange efficient coverage when team members were on projects.

• Manage day-to-day activities with a “Hands on” approach, upholding the

service standards and expectations of the service desk and ensuring that the

team goals and SLA’s are met.

• Prepare weekly meetings with team and followed up with meeting notes and

action items.

• Ensure that the service desk phones are staffed as per our roster at all times,

in order to meet our service standards and goals.

• Provide first-class service support from initial client contact to closure.

• Communication with colleagues and customers in a clear and concise

manner, both verbally and in writing.

• Ensure that customers are fully informed of the status of their calls according

to our current service standards.

• Responsible for processing of all calls via phone or e-mail in line with our

current call logging procedures, call priorities and escalation procedures and

also all call logging queues are kept to a minimum at all times.

• Ensure delivery of client satisfaction - managing complaint handling.

• Assist in continuous streamlining of service desk processes based on the ITIL

framework to improve service to customers.

Project Manager at Barclays Finance through L&T InfoTech, April-2008 to December-

2008

Projects initiated and completed are as follows:-

Blackberry Implementation.

SMS Gateway Implementation.

Deduplix De-duplication Solution Implementation.

Fraud Guard System Implementation.

HP Open view & Service Centre Implementation.

• Prepare project documentation (proposals, BOM, etc.) and data deliverables.

• Supervise all hardware and software delivery and installation and user

training for all the above mentioned projects.

• Deliver training seminars to corporate executives, stake holders etc.

• Generate demonstration/presentation materials and delivered presentations at

client site.

• Direct the coordination of all implementation tasks involving third party

vendors as well as provide consultation to clients on system implementation.

Team Leader at Pidilite Industries through Allied Digital Services, February-2008 to

April-2008

• Played the role of Project Manager and ensuring the smooth every day

running of the core team, ensuring that SLAs are met and that quality targets

are reached and maintained.

• Efficiently allocating incoming requests to the team, prioritizing actions and

monitoring team resource so that customer deadlines are met.

• Conducting quality control checks and edit work if necessary, identifying and

highlighting best practice for Support Managers and sharing this with the

team.

• Responsible for commencing meeting with the customer for improvising the

process and customize the process according to their needs.

• Supervised the project of upgradation of IT Infrastructure for Pidilite

Industries and also its out- location sites as a Project Manager.

Electronic Banking Support Executive for Corporate Sector at Standard Chartered Bank

through Byzan Systems Pvt. Ltd., March-2007 to February-2008

• Demonstration of Product.

• Installation of Electronic banking Software at Client Location.

• Providing training of software to client (Payment channel products).

• Technical discussions to understand customer’s requirement.

• Testing of products in coordination with various teams coordinating from

various international locations.

• Supporting Customers in troubleshooting of Software.

• Implemented payment system in Mahindra & Mahindra Ltd. and its entire

sister concerns.

• Also implemented at Siemens, Tata Motors, Reliance Energy, Bilag

Industries and many more…

• Undertook the project of Implementation of Payment Channel for Small

Medium Enterprises as an Implementation Manager.

Essential Non-Technical Knowledge & Skills:

Familiar with operation and project management, 6+months in project transition lead role.

Language capability – Fluent English, Hindi, Marathi & Gujarati.

Strong communication and interpersonal skills.

Good Conflict management skill.

Good organizational skills.

Flexibility and teaming skills.

Strong project management skills including planning, execution and follow through.

Technical Screening Criteria:

Bachelor Degree in Electronics and Telecommunication, Mumbai University, May 2006.

ITIL V3 Foundation certified, Mumbai, December 2008.

PMP Guidelines & Framework Training.

Working knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, etc.), MS-Project,

MS-Visio.

Achievements:

Client Appreciation Letter from Barclays Finance, December 2008.

Team Performance Award at L&T Infotech Annual Function, December 2010.

Valuable Contribution Award at L&T Infotech Annual Function, December 2012.

Personal Details:

Gender: Male Visas: US Work Visa (H1B) valid

Date of Birth: 04th February 1983 till 2015.

Marital Status: Married Phone No.: +91-993*******

Residence: Goregaon, Mumbai, India Email Address: acf0f4@r.postjobfree.com

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