Vikas Shukla

Vikas Shukla

E mail: acgt4g@r.postjobfree.com Mobile: +91-844*******

My objective is to build a career which will make me an asset to an organization that

values teamwork and meritocracy, thus helping me explore my capabilities and realize

my potential to the fullest.

Career Conspectus

Ensuring appropriate staffing levels are maintained for managing BAU activities.

Organising & facilitating regular team meetings.

Ensuring/deciding appropriate support/resources for change management processes.

Providing necessary organisational information to the team.

Getting different teams aligned in common goals.

Providing training and consultation to both corporate clients and internal users.

Understanding customer and anticipating their needs.

Developing appropriate strategies for each customer.

Developing better implementation processes.

Streamlining and identifying process improvements for the Product Implementation process.

Key Line Items: Service Management, Team Management, Project Management, Business Development,

Product Support & Training, VPN, Wireless, Lotus Notes, MIS Reporting, Secure File Transfer, Data Feed &

Electronic Remittance support.

Skill Set

MANAGERIAL & FUNCTIONAL:

Ensuring timely and accurate delivery of technology products and services.

Collating organisational data in agreement with Managers (KPI, Monthly MIS reports, Incident Logs Report, quality

assurance, Scorecard, etc).

Supporting new team members in working through induction programme, ensure that they have the necessary

knowledge to effectively participate in the team.

Managing staff appraisals & supervision process.

Recognizing and celebrating team and team member accomplishments and exceptional performance.

Being the contact with client’s technology resource to implement data feeds and expense management solutions.

Ensuring deliverables are prepared to satisfy the project requirements, cost and schedule.

Maintaining quality & standards of the team in all areas of provision.

Assisting in ensuring that each Client has their needs met through effective assessment.

Certifications & Trainings

Certification : ITIL® Foundation Certification, Microsoft certified professional

24/11/14 AXP Internal Page 1 of 4

Analytics : MS Excel, MS Access, Salesforce.

SDLC : Agile Methodology, Waterfall, RAD

Project Management : Project Mgmt Level 1 – with 93% marks (skill soft) PMBOK® V Edition

Others : MCSE, A++, Six Sigma, MS Office, Sharepoint, Situational Leadership, Time

Management, Managing conflicts, etc.

Scholastics

B.Sc. From Kanpur University in 2004.

Intermediate from U.P. Board, Allahabad in 2001.

Matriculation from U.P. Board, Allahabad in 1998.

Career Contour

Since 3rd AUG 2009 till now working with American Express as a Team Leader.

ACCOUNTABILITIES:

Managing a team of Business Analysts – responsible for Implementation & Support of Corporate Card MIS Products.

Understanding and supporting data compliance, privacy & protection laws and legislation.

Analyzing risk and instigating avoidance activities.

Establishing contingency plans and identifying trigger events and responsibility for initiating corrective action.

Analyze the actual performance against the plan and make adjustments consistent with plan objectives.

Managing changes to preserve business plan commitments.

Establishing and publishing clear priorities among project activities.

Liaising with Sales Teams and Corporate clients to maximize cooperation and support during the Product

Implementation process.

Coordinating management and technical decisions.

Arbitrating and resolving conflict and interface problems within the process/project

Providing direction on prioritization of emerging issues and risks.

Managing customer relationship with third party/vendor.

Providing the team with a vision of the project objectives.

Assuring that the team members have the necessary education and training to effectively participate in the team.

Encouraging creativity, risk taking, and constant improvement.

Assuring that the team addresses all relevant issues within the specifications and various standards.

Initiating sub groups or sub teams as appropriate to resolve issues and perform tasks in parallel.

Obtaining and coordinating space, furniture, equipment, and communication lines for team members.

Coordinating the review, presentation and release of design layouts, drawings, analysis and other documentation.

Coordinating meetings with the product committee, project manager and functional management to discuss project

impediments, needed resources or issues/delays in completing the task.

Serving as a focal point to communicate and resolve interface and integration issues with other teams.

Striving for team consensus and win win agreements.

HIGHLIGHTS:

Got ‘Moments of Magic’ award thrice.

Got ‘Leaders Choice’ award – 2010

Got ‘Extra Miler’ award twice – 2010 & 2011

Received ‘Job Well Done’ award for outstanding performance – 2011

Got recognized twice for submitting valuable Process Excellence Ideas 2012.

‘Exemplary contribution‘ award for successful execution and completion of a project.

March 2008 to July 2009 Worked with HCL Comnet as a Senior Analyst.

ACCOUNTABILITIES:

Supporting users with the issues related to Wireless, VPN, Blackberry, Lotus Notes and other mailing clients, etc.

Managing queries/issues related to Active Directory Services.

Applying operating system updates, patches and configuration changes.

Understanding the behaviour of software in order to deploy it and to troubleshoot issues concerning the same.

Liaising with concerned team to get the policies implemented for the use of computer system and network.

Adding, removing or updating user account information, resetting passwords, etc.

Responsible for documenting the configuration of the system.

Monitoring network communication.

Assisting users in synchronizing Blackberry organizer data such as tasks, memos, and contacts over the wireless

network so that the entries on BlackBerry devices are consistent with the entries in the email applications.

Managing queries/issues related to Blackberry enterprise server.

August 2006 to March 2008 Worked with iGate Global Solutions Ltd as a

Senior Technical Associate in a voice based process.

ACCOUNTABILITIES:

Providing technical support to UK customers in getting registered for a dial up service.

Supporting queries/issues related to Dial up service connectivity.

Providing customer support for other products like cable modem, Digital TV, etc.

Doing side by side barging & monitoring calls of the agents on the floor.

HIGHLIGHTS:

Being rewarded for creating a tool (A.H.T. Calculator) while working with iGate 2007

Received ‘Best Team Member Award’ twice – 2006 & 2007

Got ‘Star Performer Award’ twice – 2006 & 2007

October 2005 to July 2006 Worked with E Funds International Pvt. Ltd.

ACCOUNTABILITIES:

24/11/14 AXP Internal Page 3 of 4

Responsible for collecting/converting raw data into the correct form and then allocating the same to team for account

generation for US customers.

Responsible for automating processes being used in data processing.

September 2004 to July 2005 Worked with Teletech India Pvt. Ltd.

ACCOUNTABILITIES:

To take incoming calls from Airtel customers & solve their queries & give resolutions to their problems.

Helping customers in getting Value added services activated.

Making Outbound calls for the survey & getting customers feedback.

HIGHLIGHTS:

Got Token of Appreciation twice for being “Best Team Member”

Personal Vitae

Father’s Name : Mr. S.S. Shukla

Date of Birth : November 13th, 1983

Languages Known : Fluent in English and Hindi

Address : Block JG 2, House # 60, 2 nd Floor,

Outer Ring road,

Vikaspuri,

New Delhi 110018

Contact this candidate