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Project Customer

Location:
35C, Chandigarh, 160022, India
Posted:
August 30, 2018

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Resume:

Experience in Project Management, Operation, Project Implementation, Business Development & Resource Management.

“I endeavor to grow and progress with the growth of the organization I work for, constantly setting new standards of productivity and motivating my fellow professionals”

Summary of Skills and Experience

26 years of experience out of which 12 years in Project Management, Implementation of Customer Service Operation, Business Development and Human Resource Expertise in managing operations, addressing & resolving service related to critical issues. An exceptional planner and strategist with distinctive abilities in managing Corporate Clients and improving customer satisfaction and loyalty levels. Exceptional skills in communication, with demonstrated abilities in team building for achieving objectives.

Work Experience

1stJan-11 till Date(Project Leader) SPIC (Society for Promotion of Information Technology, Chandigarh (under the aegis of Department of IT, Chandigarh Administration) e-Sampark is a BOOT Project was started in September 2004 with just 3 centers and within one year this project was awarded by Ministry of Information technology for the services. At present 52 centers in Urban as well as in Rural areas providing nonstop multiple service on behalf of various Government as well as private department under one roof to residents of City beautiful Chandigarh.

KRA

Managing addition of new service in the project interaction with customer/department from starting to end.

Active participation in arriving at Business Development Strategy for the region.

Understand Customer’s line of Business, and suggest value add to it

Analyze Service Level Agreements of Customers in consultation with DIT/NIC Officials.

Periodic review meetings with the customers assigned to ensure service quality levels are as per norms.

Handle customer escalations beyond Team Leaders effectively and ensure timely closure

MIS analysis with Departmental Head periodically and arrives at an Improvement Plan.

Review Monthly customer feedback through Customer feedback Database

Details technical knowledge regarding functioning of e-Sampark. Gram-Sampark, Jan-Sampark.

Handle and develop good relations with principle vendors

Periodic Review meeting with Team Leaders to handle their issues and grievances and escalate the matters to seniors if required.

Analyze quarterly ratings of Customer Support Executives with Team Leaders. And arrive at a skill set training/up gradation plan of the poorly rated Customer Support Executives.

Administer skill level up gradation plan on the basis of new service/product offerings to customer.

Upgrade skill level, Promote & Job Rotation of subordinates.

Customer as well as Employee Retention.

UIDAI project addition of UIDAI service in Sampark.

Successfully handle project earlier ‘live streaming of sensitive 254 booths of Chandigarh Lok Shaba Election 2014.

Successfully handle election commission of India Project of cementing all booth with state election commission Haryana and then from State Election commission to Election commission Delhi.

Voter ID Card project.

August 2004 to 20th Jan 2011 SQL Star International Ltd. (Chandigarh)

Worked as Centre In Charge on this project taking care of Business Development Incident Management, problem management, Change management, Release Management, Vender Management,. for Project e-Sampark from August 2004 to 20th Jan 2011. Handling around Twenty five plus Government as well as Private department/Companies Clients Like Municipal Corporation, Engineering department, Excise & Taxation, Social Welfare department, Director Public Institution, BSNL, Chandigarh Transport Department, Chandigarh Police, DC Office, Regional Passport office, DIT, NIC, RCC,Axis Bank, Airtel, Idea, HFCL Etc. Handling a team of 200 + Customer Support Executives and 50 team Leaders Working in 52 e-Sampark Center in Chandigarh.

May 2000 to August 2004 for Tata InfoTech Ltd. (Chandigarh)

Worked as Database Administrator

Job responsibilities:

BOOT basis project of Chandigarh Administration for issuance of DL/RC on new Smart Card format first time in North India, Managing the project and team of 40 operators who work on real time issuance on Driving License and Registration certificate using Smart Card with memory chip for Chandigarh Administration first of its kind in India on the software developed by M/s Tata InfoTech Ltd. Manage the whole Project for more than four years with no breakdown without any help from parent Company . (including windows NT Server Oracle8 Windows NT Client laser printers data card printers Digital Camera and Signature Pad and LAN)

Interaction with government /department/official. Inventory Management Payment Collection

Feb 1999 to May 2000 HARTRON (Chandigarh)

Worked as Programmer.

Job Responsibility:

Handling team of 15 Professional

Major work successful online transmission of 1999 Lok Sabha Election (Haryana) result data to election commission Delhi as well as to State Election Commission Chandigarh through the software developed by CMC Delhi covering the whole Haryana State.

Preparation of voter Identity card and Voter List of Chandigarh and Haryana.

Generate daily pending reports and discuss with departments

Meeting with Customer to get the feedback.

June 1995 to January 1999 Tulip Software (p) Ltd. (Chandigarh)

Worked as Sr. Customer Support Professional

Job responsibilities:

Providing Software and hardware support

Major Client Includes TBRL,HARTRON,CSIO,PEC,RCC,SASE,DTE Punjab, PESCO,ESPL, PUNWIRE

Inventory Management

Payment Collection

May 1993 to May June 1995 HARTRON (Chandigarh)

Worked as Jr. Programmer

Job Responsibility:

Working under Team Leader developed software for Haryana Agro Industries,PWD BR Haryana Transport department. Using SCO Unix FoxBASE, Sybase, dbase

Educational Qualifications

PMP

OCP 10G

MBA-IT

M-Com

B-Com

Diploma

- PMBOK version 6 certified.

-Oracle 10g Certification exam.

-IASE Rajasthan.

-Master of Commerce from Shimla University (Himachal Pradesh)

-B Com from Punjab University, Chandigarh

-PG diploma from NIIT Chandigarh, Oracle and Unix from RCC.

PMI –PMP certified

Certified Project Management Professional PMI Certified.

Target Job and Organization Sought

“My ideal job gives me the opportunity to exercise all my talents to the direct benefit of my organization, and helps me create a niche for myself at all levels, at all times. and towards this, My Organization should exhibit a high degree of professional and humanitarian integrity and offer me suitable growth prospects to complement my honesty and progressive curiosity”.

Personal Information

Name : Surinder Kumar

Date of Birth : 15 Feb 1967

Father’s Name : Sh. Shambhu Ram

Current Address : House No. 544 Sector 7-B

Chandigarh

Contact number : 842-***-****

PMP No : 2240055

PMP Credential holder since: 22 Aug 2018

PMP Credential valid through: 21 Aug 2021

(Surinder kumar) Place: Chandigarh



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