Manager Project
Resume:
Harpreet Singh, PMP
https://www.linkedin.com/in/harpreet-singh-pmp-89818014/
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GTA
SUMMARY
A seasoned Technically Savvy, Strategy-conscious and Customer-focused Senior IT Professional with 16+ years of exceptional Technical, Managerial and Administrative abilities in Information Technology
Well-crafted experience of 9 years in Enterprise Software Professional Services and prior experience of 7 years in Technical Team Leadership and Customer Services
Mix of International exposure and domestic market experience
Led several IT Infrastructure projects for deploying and managing Enterprise Monitoring Solutions, Network Monitoring Solutions, Service Management Solutions, Backup/Recovery and Security Compliance
Keen involvement in implementing recruitment, selection, orientation, training, coaching, counseling and in disciplinary practices
Assertive communicator, adept at leading and mentoring team towards achievement of engagement and business goals with documented track record of success in captivating and implementing technical as well as administrative decisions
CORE SKILLS
Program / Project Management
Account Management and Planning
Bid Management and Deal Shaping
Pipeline Management
Revenue and Cost Forecasting
Solution Design and Enhancements
People / Resource Allocation and Management
Service Delivery and Operational Management
Program / Project Management
Vendor Contracting and Management
Mentoring / Training and Development
Security Operations ISO 27001
TECHNICAL SKILLS
HP BSM/OMi, OML, Sitescope and NNM
HP ITSM, AM, UD and uCMDB
HP OVPI/SHR/OBR
HP Data Protector
HP Cloud Optimiser
HP Automation Products (SA/NA/OO)
BMC Service Desk Express
Crystal Reports and Dashboards
IP Networks (LAN/WAN)
Windows Server 2003/2008/2012
Storages
Cisco/HP Switches
EXPERIENCE
Hewlett Packard Enterprise (Now Micro Focus Software) – Gurgaon, India.
Customer Project/Program Manager
Oct 2009 – Jun 2018
Successfully managed and delivered multiple complex projects through the life cycle steps of initiation, planning, execution and project closure.
Managed project teams to deliver project scope on-time and budget.
Project Examples:
oSuccessfully deployed backup and enterprise monitoring solution with 2000+ client server integration of various O/S types like RHEL, Open VMS & Windows for a major telecom provider having operations spread across 17 African countries. A total of 250 bare metal servers were deployed across the Africa continent for setting up the backup and monitoring solution.
oManaged critical operations containing Break – Fix, Security Services, Backup and Storage for 3500 servers and 500 network devices commissioned across 47 Data Centers in India achieving a high uptime commitment of 99%.
oLed a major upgrade project containing overhauling of tools, end user monitoring of transactions and development of auto healing scripts using runbook automation which resulted in optimization of client operations and increase in auto closure of tickets from 15% to 35%.
Delivered additional margins on the projects ~15% on top of the Engagement Sold Margin using process and resource efficiency.
Executed effective Risk management for the projects with mitigation plans in place.
Prepared and published regular Program & Project status dashboards to the appropriate level of Governance
Identified, tracked, monitored and communicated project-related issues, scope changes, variances and contingencies that arise during the project execution phase.
Achieved and maintained a high NPS (Net Promoter Score) for the projects in the region.
Ensured customer agreed SLA commitments are met consistently without any penalties.
Helped customers attain and comply to IT Security operations with ISO 27001 standards.
Managed Vendor Delivery and relationship.
Account Farming to generate leads resulting in sales opportunities in pipeline.
Persistently worked with Business Operations in regular invoicing, accruals, collections and other critical business operations.
Contributed in bringing the linearity in regional forecasting for revenue and costing.
Managing and promoting HPE relationship with C-levels and SCM heads of the customer organization.
CSS Corp Pvt. Ltd – Chennai, India
Team Lead
Aug 2008 – Oct 2009
Meeting management performance standards.
Team supervision and performance management.
Implementing management policies and directives.
Understand, document, assess, and design client’s core processes and identify candidates for reengineering.
Model/modify the processes using approved toolsets.
Interact with Solutions and Enterprise Architects, Customer Stakeholders, Business Analysts, and Development Team.
Provide guidance and mentorship to teams of Service Management Tools, Business Analysts and Process Modelers.
Provident Financial Management Services Ltd. – Bradford, United Kingdom
IT Problem Analyst
Apr 2006 – Apr 2008
Reduced resolution time to the customer which in result gave high rate of customer satisfaction and faith in IT Support. (90% of the incidents closed in the same week as compared to 55% previously).
Reduced number of repeat Incidents/Problems (by identifying the root cause and deploying permanent fix). (FCR up from 50% to 65%)
Reduced the number of incidents being assigned to Application Support and other Operation Teams (by the use of Knowledge Base Articles, Training and the quick resolution of the top issues ran by Service Desk)
Change control improved the Service Availability of the production System(s), as Changes were Assessed, Approved and Scheduled considering their Priority, Impact and Severity. Moreover, updated FSC (Forward Scheduled Change) gave full view of upcoming Changes to the IT team and the key Stakeholders.
Configuration Management assured robust inventory control and proved prolific in managing and maintaining CIs.
Identified potential training issues in the field and offered information assistance in a pro-active manner.
Dilbag Cloth House Ltd. – Bradford, United Kingdom
Project Coordinator
May 2005 – April 2006
Managed multiple projects from initiation to delivery.
Produced documentation methodology which included Project Initiation Document, Project Plan, Finance Sheets, and Highlight Reports etc.
Managed and handled project risks and issues.
Liaised and managed communication with Business.
Setting and controlling project scope.
Managing and negotiating with external suppliers.
vCustomer Services India Pvt. Ltd. – New Delhi, India
Technical Team Leader
Sep 2002 – Jun 2004
Achieved 90% CSAT (Customer satisfaction) within 3 months of joining the organization
Maintained an average of 75% above CSAT for the whole period of service
Average rate of FCR (First call resolution) at 70%.
Logged calls adhering to procedures/processes including escalation as per instructed by the client.
Provided Support on issues relating to Windows 98, XP, 2K, NT with Microsoft Office products
Troubleshooting Internet (Dialup, Ethernet & DSL) and LAN issues.
Fortune Systems – New Delhi, India
Sr. Hardware Engineer
Aug 2000 – Sep 2002
Provided onsite support for clients running Windows 3.11, 95, 98, XP, NT, 2000.
Assembled and installed Desktop Computers and LAN network for the clients.
Worked strictly towards agreed delivery dates.
Also contributed to Business by facilitating AMCs (Annual Maintenance Contracts) from various customers.
TRAINING AND CERTIFICATIONS
Project Management Professional (PMP) in 2014
ITIL V3 Bridge Certification in 2008
ITIL V2 Foundation Certification in 2008
FAST Approved Software Manager in 2008
PPVVC – Value Selling
Project Management Business Essentials
ACCOMPLISHMENTS
Project Manager of the Year 2014
Impact Award of the Year 2015
Participant to the 1 Year SPARK Leadership Program
Part of Elite team as Incredible FY2018
EDUCATION
Diploma in Business Administration, Central School of Professional Studies, Neasden, United Kingdom.
Bachelor in Computer Applications, Indira Gandhi National Open University, New Delhi
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