RESUME

SUDHIR KUMAR Email: acg01m@r.postjobfree.com

3rd floor, A 18, Rajpur, acg01m@r.postjobfree.com

Chatarpur, New Delhi 74

MOBILE NO.: 91-886*******

OBJECTIVE

Seeking a promising career in a National / Multinational concern that provides an opportunity to apply and enhance current

skills, acquire new skills, and contribute constructively to the organization as a successful employee .

WORK EXPERIENCE

Serco BPO Services Ltd., Gurgaon

Position: Manager IT

Period : 2011 to Till Date.

Roles and Responsibilities Included:

1Managed the team of total 20 members of Dialer/Software/Helpdesk/Telecom/Desktop team .

2Check and manage the Daily and monthly report related to Network, Server, Dialer, Helpdesk and live

monitoring for the same as well with the different tools like (Orion).

3Explore new technologies for better performance and to speed up troubleshooting:

4Provide support to the team, starting from problem identification and diagnosis to complete satisfactory technical

support, logging and keeping track of all the problems and escalating them to the Vendor, if required and

Ensure all the issues and problems close within the defined SLA of the processes.

5Coordinating with internal tech. team and vendors for identifying and rectifying existing issues.

6Preparing Root cause Analysis (RCA) Documents for future reference and troubleshooting, proactively

recommending effective courses of action, communicate resolution, policy and procedures to the various IT

stakeholders, management, and end user population.

7Working across all the IT disciplines including hardware, software, telephony, video teleconferencing, and

connectivity.

8Effectively operate within an ambiguous environment and independently set departmental direction, goals and

objectives.

9Maintain and develop support documentation to better assist users in self service, and assisting users with

technical recommendations for software and hardware.

10Identifying and driving initiatives to reduce overall support costs while increasing effectiveness and

efficiencies.

11Work on different projects and ensure delivering of the project against timelines.

12Manage the Asset inventory for network/servers and all equipment related the IT.

13Hands on experience with Ensemble Pro 5.2 (DCP Solo), Aspect 6.5, Aspect 6.5.1 (Director, M3 Manager,

Data Views, Gateway Configurator, Enterprise Monitor etc.)

14Managed resources, channels, circuits, etc using Gateway configurator.

15Creating/Managing/Updating M3/IVR/ACD/AOD/Voicemail. Integration IVR with Database.

Sparsh BPO Services Ltd. (An Intelenet Company), Gurgaon

Position: Dialer Executive

Period : Feb 2007 to Feb2011.

Sparsh is the domestic subsidiary of Intelenet Global Services (P) Ltd.

Sparsh services are individually designed and customized for each client organization. With the right combination of people,

processes, knowledge sharing and technology. With a dedicated and strong work force of 6500 employees, Sparsh provides

qualitative solutions in the areas of transaction processing and call center services.

Roles and Responsibilities Included:

1 Managed the team of total 15 members in Sparsh Dehradun as Team leader.

2 Hands on experience with Ensemble Pro 5.2 (DCP Solo), Aspect 6.5, Aspect 6.5.1 (Director, M3 Manager,

Data Views, Gateway Configurator, Enterprise Monitor etc.)

3 Managed resources, channels, circuits, etc using Gateway configurator.

4 Creating/Managing/Updating M3/IVR/ACD/AOD/Voicemail. Integration IVR with Database.

5 Date wise Recording management and movement from dialer server to recording

Storage by the using of SQL server.

6 Design Campaign, managing users, managing ACD's and AOD’S.

7 Fetch report from external database as well as which is attached with Epro Dialer.

8 Checked and managed the Daily and monthly report related to Network, Server,

Dialer, Helpdesk.

VACMET PACKAGINGS INDIA (P) LTD.,AGRA

Position: IT Administrator

Period : April 2005 to Feb 2007

VPIPL is one of the few companies in the world to manufacture packaging products as diverse as High Barrier Films, Hot

Stamping Foil, Selective Metalized Films, Holographic Films & Paper, Metallised Label Paper, Film for Metallic Yarns and

other coated and metalized products.

VPIPL exports to more than 30 countries world wide besides having a large customer base in India.

Roles and Responsibilities Included:

1 Managed their network infrastructure of client computers of 2000Server of head office in Agra.

2 Managed their network infrastructure of clients of 98, XP, 2000 Professional in their plants which

Are in Distt Mathura.

3 Troubleshoot the problem of DNS, connectivity of leased line & secure the network from Viruses using Tools

and trend micro antivirus scan.

NARORA ATOMIC POWER STATION,NARORA,BULANDSHAHAR,U.P.

Position: Network Engineer (Contract Basis)

Period: June 2003 to March 2005 (1 Year 10 Months)

Roles and Responsibilities Included:

1 Managed their network of around 250 client computers of NT

Server, 2000 Server.

2 Troubleshoot, backup of data, installation and configuration of network Client workstations & Switches etc.

3 Secure the network from viruses using antivirus and patches.

4 Worked as a team member of around fifteen persons under the guidance of Senior Engineer.

PROJECTS

Developed a fully automated Macro (VBA) for monthly billing using Excel.

Developed a webpage from where we can start/stop all Epro services from different

Servers, from single interface using ASP.

Date wise Recording management and movement from dialer server to recording

Storage by the using of SQL server.

EDUCATION

MCA (Master of computer applications) (2003)

Institute H.I.M.C.S, Mathura (U.P. Technical University, Lucknow.)

GRADUATION with Math (2000)

Institute AGRA College, Agra (Dr.B.R.Ambedkar University, Agra.)

Intermediate with Math (1997)

Institute N.C.V.Inter Collage, Agra (U.P.Allahabad, U.P.)

High school with Math (1994)

Institute N.C.V.Inter Collage, Agra (U.P.Allahabad, U.P.)

TECHNICAL SKILLS

ITIL Module 3 Attended ITIL 3 Training at Sparsh Mumbai in Jan 2010

NETWORKING Cisco Certified Network Associate (CCNA),

Windows 2000 SERVER, LAN, WAN, TCP/IP

OPERATING SYSTEM Linux, Windows95, Windows98, WindowsXP,

Windows2000, MS DOS, Windows NT

RDBMS Access 2003, 2000, 97, Sql Server

PERSONAL INFORMATION

Date of Birth 30th June 1979

Nationality Indian

Father’s Name Shri R.P Agrawal

Passport No F7955016

Marital Status Married

New Delhi (Sudhir Kumar)

Current Location

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