Nitesh Kumar

Phone: 988-***-****

Email: rvt2ij@r.postjobfree.com Address:

***, ******* *********, ***********

Bangalore(KA) Pin-560028

Deeply accomplished and results-driven IT professional with a consistent record of achieving all the set goals and benefit the organization.

Synopsis:

 4 years of IT service delivery experience in which 3 years of experience in managing different Domestic & EMEA Accounts .

 Currently Handling a team of 20 L1 and 6 L2 agents.

 SPOC for all escalated issue and all account Metrics like CSAT ,FTF,AHT etc.

 Successfully completed 4 end to end transition project for Service desk.

 R&R Award for the month of Nov.’06 and for Jan, April, June, August in the year 2007.

 Actively participated in Hiring events(in and out of Bangalore) for competency

 Got the support excellence award in Aug 2008.

 Experience in transformation of 4 service desk across different geo.

PROFESSIONAL EXPERIENCE

Oct 2009 to till date as First Line Manager

Friends Provident CTS (Centralized Tech Support)

 Successfully completed the Transition as a additional work packet for existing business.

 Negotiated on SLA with the sending GEO for the new team.

 Created and implemented the BAU document with sending geo.

 Participated in Strategic system redevelopment & business process mapping.

 Responsible for determining the project approach, staffing, responsibilities, and schedule.

 Responsible for ensuring that project resources receive any necessary training and are used effectively.

 Responsible for creation and management of project plans, risk mitigation plans, communication plans, resource requirements, project costs and all other project management-related documentation.

 Managing the completion of deliverables as required.

 Responsible for collaborating closely with the business owners/stakeholders and technical teams to identify and document detailed requirements, process flows, and data sources; review and manage all changes to the requirements through a formally defined scope change process; measuring and monitor progress at clearly defined points in the process to ensure that the project is delivered on time, within budget, and that it meets or exceeds expectations

Jan 2009 to till date as First Line Manager

Friends Provident Service Desk(Transition & transformation),Dorking UK.

 Actively participated in hiring for the new team.

 Responsible for end to end transformation for this new business of worth 200 Million Pounds.

 Responsible for defining team member roles and expectations, and ensuring timely feedback.

 Responsible for performing day-to-day management of all phases of the project including requirements gathering, design, development, test, and deployment.

 Handled the responsibility for both Trainer and SME and completed the knowledge transfer in UK for 1 month.

 Successfully delivered the process training for IDC Team .

 Coordinated with different teams to close on all the open issues in terms of training, procedure, and all application/tool related issues.

 Successfully completed the dual run and started working as BAU Team.

 Provided active support to team to ensure smooth day to day operation.

 Working closely with quality and voice & accent team to achieve better customer satisfaction result.

 To improve the operational/reporting skill of the team, have motivated the team to take different initiative and monitoring the same.

Oct 2008 to Jan 2009: As Subject matter expert

Capital One Service desk.

 Responsible for action and monitor and ensure helpdesk process hygiene.

 Implemented the Ticket quality procedure to ensure the better ticket quality in terms of better and improved documentation as well as to avoid misroutes.

 Provided active support to team to ensure smooth day to day operation.

 Maintained a daily reporting as a part of SLA monitoring and training need identification.

Sept 2007 to Oct 2008: As Subject Matter Expert

ABN AMRO domestic account. (Transition & Transformation)

 Successfully completed the transition project from Service delivery team to EUS and was responsible for end to end delivery.

 Created and maintained the knowledge base for the process assuring the best ITIL practices.

 Created and owned the ID process for the account.

 Consistently delivered what was contracted and also motivated the team towards achieving the same through daily reporting and improvement plan.

 Achieved and maintained 0% attrition level.

 Achieved many more targets like diversity, Seat utilization, business Controls etc.

 Organized different Fun@work activities as a Team building activity.

 Training need identification for the team and refresher delivery as and when required.

 Actively participated in Hiring events(in and out of Bangalore) for EUS.

June 2006-Sept 2007

IT specialist (help desk)

Providing Support to IBM US and CANADA employees Which include Application support, web application, all networking issues (Wired & wireless), lotus notes, security compliance, remote access, problem management, change management etc.

Responsibilities

 Driving quality scores within the team and providing feedbacks and help team members to improve

 To monitor if documentation is standard and it includes proper problem description, scimming Problem determination and the resolution provided.

 Mentoring the new members joining the team and providing refresher training as and when required.

 Part of Team for testing IT help Central V5 for the navigational and content part of the website and provided the testing reports and recommendation if any.

Special Projects:-

Global Delivery Framework.

GDF is a set of delivery practices based on Lean principles that enables consistent global delivery excellence.

GDF involves a lot of in-depth analysis for waste identification and defect prevention method and calculates how much Yield(Headcount) a process can project without compromising on the service.

Educational Profile:

 Bachelor of Engineer (B.E) in Information Technology from RCET (Bhilai).

 Master of business Administration (MBA) in IT & System and Marketing (Dual specialization)

EXTRA-CURRICULAR ACTIVITIES

 Listening to music

 Cooking

 Singing

PERSONAL DETAILS

FATHER’S NAME : Shri Umesh Chand Shrivastava

DATE OF BIRTH : 23/02/1981

GENDER : Male

LANGUAGES PROFICIENCY : English, Hindi

PERMANENT ADDRESS : North Mandiri, Patna.(BIHAR)

NITESH KUMAR

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