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Manager Engineer

Hoshiarpur, Punjab region, India
September 04, 2018

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Mobile: +91-956******* ~ E-Mail:

Aspiring a senior level assignment in Support Operations, Customer Service Programs, Project Management, Transition Management and Program/People Management with a growth oriented & reputed organization

Executive Summary

A seasoned and results-oriented dynamic professional with 16+ years of progressive experience in Project Management, Strategic Planning, Business Development, Techno-commercial Functions and Customer Service with reputed organizations.

Hold MSC (IT) with certifications in ITIL Foundation (2011)-Ver-3, MCP from Microsoft, CCNA from Cisco, HP APS Servers, Cisco Ethernet Switching from Cisco, IBM-Lenovo ..

Managed HP largest project of Installation & maintenance of 15 lakh Laptops all across Uttar Pradesh in given time frame.

Experience in managing large accounts and territories as well as finding and converting prospects to customers. History of identifying and capturing market opportunities to accelerate expansion, increase revenues, and improve profit contributions.

Possess deep understanding about the Services and Solution requirements of the clients.

An exceptional skill in managing ITIL/ITSM processes and achieving long-term & short-term objectives.

Skilled in leading teams in developing strong business relationships with prospective customers assess client requirements by regularly tracking CSR, CRM tools.

Possess extensive understanding in effective usage of processes and fast assimilation of best practices from outside functions or businesses.

Expertise in providing high levels of customer service & quality control to ensure client satisfaction & generate repeat business.

Skilled at building and leading cross-functional teams that produce outstanding results; a dynamic leader strongly committed to working with colleagues to achieve corporate goals.

Adept at managing multiple projects simultaneously.

Proactive individual with excellent communication, analytical & problem solving and team leadership skills. Areas of Expertise and Skills

Project Management Techno-Commercial Operations Corporate Communications Business Development Pre-Sales/ Service Analytical & Problem Solving Change Management Release Management Relationship Management Coordination & Collaboration Team Management Resource Optimization Awards & Recognitions

Recognized in the Making a Difference FY14 program in the category of making a Difference Customers.

Recognized Very good work done in terms of driving partner to meet UPLC SLA and getting maximum Appreciation & positive Feedback from government authority.

Recognized for support in executing HP-UPLC mammoth Project. This is one of the largest single order project of 1.5m NB for HP.

Recognized for Team great work in executing define task.

Recognized for Good control on Partner (Targus) w.r.t. driving project starting from PDI till operation. Completing all the task within defined time frame.

Recognized for best Focal Award Q2 FY15. Working as always a true team player.

Got an opportunity to represent High Call Volume Territory (UP & UK) as Service Delivery Manager. Handle Major Account in North upcountry along with prestige project I.e. -PNB.( PAN India ), Maruti Tab Solution, Trainings & get well appreciated.

Selected for UPLC core execution team & achieved milestone being HP largest project.

Established Data Centre of Excise & Taxation Department’s At Shimla along with over 108 + Locations as per RFP & UAT on behalf of Tata consultancy services (TCS) before given timeline & with ensuring compliance to quality standards.

Completed Taxnet, HPCL, Huawei, NSN, Next-India and Pan-India Projects.

Distinction of receiving an appreciation letter from SBI Haryana for AMC services.

Skilfully handled the Network Infra. Project of Income Tax Department (North Region).

Attained the Best Performance Award 2003 from CMS .

Installed & configured Disaster Recovery, Backup Policies at Air Tel Mohail (Arc Serve 9.0 with). Professional Experience

S.No. Company Name Designation Duration

1. Hewlett Packard Inc. India

Project Manager/ Technical Specialist

(North - Up-Country)

Since Mar-2013 to July


Account Delivery Manager (North - Up-


May-2012 to Feb-2013

Service Delivery Manager (UP & UK) Aug-2011 to Apr-2012 2. Redington (India) Ltd.,


Area Support Manager Jul-2011 to Aug-2011

3. Sysnet Global Technologies

Pvt. Ltd, Shimla, Chandigarh

Data Centre Manager/ Branch Manager Nov-2010 to Jul-2011 4. RT Outsourcing Services

Ltd., Chandigarh

Branch Manager (HP Services Centre) Aug-2009 to Oct-2010 5. CMS Computers Limited,


Specialist/ Tech Support Manager/ Project

Manager/ Group Leader/ Sr. Customer

Support Engineer

Dec-2003 to Jul-2009

6. Sequre Enterprises Pvt. Ltd.,


Project Leader Jan-2001 to Nov-2003

7. Deutsche Bank, Chandigarh Network Engineer Sep-2000 to Dec-2000 8. Zenith Computers Ltd.,


Customer Support Engineer Apr-1998 to May-1999

HP India SinceAug-2011to July 2016

Career Milestones:

Project Manager / Technical Specialist (North – Up-Country) From Mar-2013 to July 2016 Account Delivery Manger (North – Up-Country) From May-2012 to Feb-2013 Service Delivery Manager (UP & UK) From Aug-2011 to Apr-2012 Major Project Handled:

Project Title: Partner Manager for HP in Business operations.

Responsible for Partner engagement and cultivation in service delivery and projects for HP customers.

Handling HP Service Centre’s Technical Escalations, Operation & projects all Across North.

Planning for Product /Process awareness all across North.

Cost control and saving through regular review & proactive Audits. .

Partner consolidation for the better focus.

Effective communication channel between Partner and Project team.

Implement Programs by Failure Analysis and Implement corrective actions

Involved in new deals & Solutions.

Manage expectations and commitments of HP and Partners.

Planning & execution of Engineer Skill life cycle. Key Role & Responsibilities:

As Project Manager (UPLC) Apr-2013 to Feb-2014

Execute E2E installation and sign off of documents for revenue recognition.

Lessening with Plant/ Sales/ Logistics to be ONLINE on delivery action.

Review operation E2E.

Conduct meeting with Sales team Mgt.

Conduct Customer meeting and share weekly & Monthly performance report.

Keeping TCE/ TPE on track.

Alert Mgt proactively in case of any ops & rev impact

Process Awareness and Trainings to Partner Organisation

Tracking of savings w.r.t. Operation cost.

As Service/Account Delivery Manager Aug-2011 to Mar-2013

Providing End to End Service Delivery Management for Key Accounts.

Handling about 20 PAN India /Global Accounts on Behalf of HP Service Delivery.

Focal point for customer escalation management; accountable for SLA/SOW performance; customer relationship and customer engagement management with attention to business gains and losses while delivering support.

Value Differentiator Programs: implement account specific service delivery plans; identify and proactively work to resolve product quality issues; monitor aged open calls; organize brand building exercises for sales support like service camps and health check programs

Coordination & communication between various backend teams to address account support issues; coordinating process level improvements, internal to the organization, based on customer review outputs.

Grabbing the new business opportunities and submission the proposals.

Running Proactive Service Delivery for premium Global Accounts.

Running the HP Service across North India locations in terms of Process, Quality, Infrastructure, Manpower, SLA, BFT, and other set parameters achievement.

Leading the CSR collection from customer and conducting analysis for the same.

Ensured appropriate resource allocation & planning by coordinating with various internal departments and vendors to meet deadlines.

Carried out the Change Order (SOW) Implementation and Vendor Management as per SLA.

Working towards understanding the customer line of the business and adding value it.

Reviewing the managers on action plan, MOM on CSR; administrating and achieving improvement plans. Redington (India) Ltd, Chandigarh Area Support Manager July to Aug- 2011 Key Role & Responsibilities:

Running the HP, Toshiba, BlackBerry Service Centres at Chandigarh location in terms of Process, Quality, Infrastructure, Manpower, SLA, BFT, and other set parameters achievement defined by customer.

Meeting Quarterly/half yearly /yearly financial targets for location agreed with management.

Expansion in terms of new offices locations /service centres in North region.

Handling the customer escalations related to services /process in the region.

Grabbing the new business opportunities and submission the proposals Sysnet Global Technologies Pvt LTD, Shimla, Chandigarh Data Centre Manager/ Branch Manager Nov-2010 to Jul-2011

Key Role & Responsibilities:

Taking care of new services & solutions business development, facility, HR & back office escalations as well as handling the new services.

Managing various clients such as Excise & Taxation Department’s Data Centre & over 108 + Locations, NIC, Lic, HP-Himswan, Oberoi ( Cecil, Clark & Wild Flower) –Hotels Shimla, High Court & all Districts courts in Himachal

Major implementation in Excise & Taxation Department’s Data Centre & over 108 + Locations.

Handling the solution sales, Designing of RFI/RFP/SOW for the customers in the region; making all the payments & AR clearances.

Overseeing the budget, costing & financial approvals for major projects. RT Outsourcing Services Ltd., Chandigarh Branch Manager (HP Services Centre) Aug-2009 to Oct-2010 Key Role & Responsibilities:

Running the HP Service Centre at Chandigarh location in terms of Process, Quality, Infrastructure, Manpower, SLA, BFT, and other set parameters achievement defined by customer.

Handling the customer escalations related to services /process in the region.

Grabbing the new business opportunities and submission the proposals

Setting individual KRA's, evaluate performance, maintain discipline within the team

Handle new staffing requirements and recruitments at various levels including different skill sets

Organize and control the administrative running of the team of high end IT professionals

Assigning and prioritizing work for the team and identify training needs for the team

Service Delivery, Customer Satisfaction, Additional Business from customer

Attrition control and team management

Overseeing the execution of the external audits.

Responsible for Company AR clearance and payments. CMS Computers Limited, Chandigarh Specialist Dec-2003 to Jul-2009 Career Milestones:

Jan-2007 – Dec-2008 Tech Support Manager

Aug-2005 – Dec-2006 Project Manager

Mar-2004 – July-2005 Group Leader

Dec-2003 – Feb-2004 Sr. Customer support Engineer

Key Role & Responsibilities:

Adeptly handled the troubleshooting the servers, network and application for FMS customers.

Skilfully enhanced and maintained the quality service level towards the customers.

Conducting periodic review meetings with Managers to handle issues and grievances.

Assessing ratings of Engineers with Managers and creating an up gradation plan of underperform Engineers/TL.

Joined the Chandigarh office at turnover 50 Lac; turnover had grown to 4 Crores and the number of Engineers had increased to 200 engineers in 2007.

Groom more than 50 Engineer as per their skills for Team Leader, Resource specialist and other Sr. positions.

Successful AMC renewals of SBI, SBOP, IOCL, Grasim, Indiabulls, Bajaj Allianz, Nic, Taj Hotel with Value addition.

Previous Assignments

Sequre Enterprises Pvt. Ltd, Chandigarh as Project Leader from Jan-2001 to Nov-2003.

Deutsche Bank, Chandigarh as Network Engineer from Sep-2000 to Dec-2000.

Zenith Computers Ltd, Chandigarh as Customer Support Engineer from Apr-1998 to May-1999. Academics and Professional Development

M.Sc. (IT) from Sikkim Manipal University in 2008

Graduation from Punjab University Chandigarh in 2002.

ITIL Foundation (2011)-Ver-3 in 2012

MCP from Microsoft

CCNA from Cisco

HP APS Servers Certified

Cisco Ethernet Switching from Cisco

IBM-Lenovo Certified Exam Code (TXW102-R26)

Six Sigma Yellow Belt Training.

Project Management Fundamentals (PMF)

Presentation Practice Workshop

Dealing with Difficult Conversations in the Workplace

Storage & Backups L2 (CMS Mumbai)

Brightstor Mobile Backup & ARC Srve (Computer Associates)

Check Point Firewall (CMS Delhi)

Personal Dossier

Passport No. : A26881

Languages Known : English, Hindi, Punjabi,

Address : #3119, Sec 20-D Chandigarh

Contact No. : 956*******,946-***-****

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