Service Manager
Resume:
ANISH GUPTA
A/**, Maninagar Society, Near Tulsi Dham Char Rasta, Manjalpur, Vadodara -
Contact: +91-932**-*****/957**-***** ( E-mail: **********@***.***
[pic]
Date:12/09/2013
<Name>Kaar Quest
<Designation> Customer Delight Manager
<Company Name>Client of Kaar Quest
<Address>Mumbai
<City, State>Mumbai,Maharashtra
Sub: <Position applied for>Customer Delight Manager,Mumbai
Dear <Mr. / Ms.> <Fatema Sapatwala>
This is with reference to the advertisement / publication / telephonic
conversation; I wish to express my interest in joining your team as a (Name
of the Position).
Review of credentials would confirm my association as Senior IT
Professional, offering performance driven experience of over 15 years in
the areas of Customer Support, Operations Management, Service Delivery, IT
Infrastructure, Branch Management, Business Development, Back End
Operations, Budgeting, and MIS Reporting etc.
I have acquired profound knowledge of IT infrastructure and associated
services operations management over the long stint of career. I have the
credential of establishing a new branch in Surat for Redington (I) Ltd.,
within 3 years of working as a Senior Service Engineer. I received
incentives of [pic] 18000 for the first financial year and [pic] 19000 for
the second financial year for achieving skills targets in Redington (I)
Ltd. I have been credited for efficiently handling revenue generation and
stabilizing escalation.
With an innate sense of task prioritization, managerial aptitude, training
& development and result oriented attitude towards accelerating
organizational growth and that too in a high pressured, time bound and
competitive environment, I reckon that my grooming level is apt to look
outward for a challenging senior level position, requiring complete grasp &
grip of Customer Support, Operations Management, Service Delivery in IT
industry of repute and high level of professional loyalty, integrity and
maturity.
A glance through my resume, attached along, shall familiarize you with my
credentials. I am confident of fitting in the slot as well as in the team.
However, should you desire personal interaction; I may be called upon where
the possibility of our association could be explored further.
Sincerely,
Anish Gupta
Enc: Resume
ANISH GUPTA
A/43, Maninagar Society, Near Tulsi Dham Char Rasta, Manjalpur, Vadodara -
390 009
Contact: +91-932**-*****/957**-***** ( E-mail: **********@***.***
SENIOR IT PROFESSIONAL
15+ years' rich experience in delivering optimal results & business value
in high - growth environments in the areas of Customer Support, Operations
Management and Service Delivery in the IT industry
[pic]PROFILE
. Technically sophisticated & result driven IT professional, offering cross-
functional experience and comprehensive business/technical skill set for
handling large scale delivery assignments in various platforms and
technologies
. Core strengths in service level performance, service delivery,
operations, need analysis, user support, client relationship etc.
. Solid domain knowledge and rich exposure in proposing technical
solutions/evaluating the solution in terms of deliverability and cost
effectiveness in a bid cycle for clients
. Exceptional dedication towards growth with cutting-edge technologies and
seeking to achieve beyond expectation in every endeavor. Expert in full
cycle of project planning and implementation
. Adroit in handling backend operations for minimizing the error level and
enhancing productivity and implementing service strategies according to
the set targets and actively involved in controlling service deliverable
as per given SLAs & TAT
. Deft in systems/network architecture, installation, implementation,
integration, troubleshooting, training and strategic support
. Innate strengths in identifying & developing potential accounts and
retaining their business association with augmented customer services
. Prolific team leader, trainer and a natural motivator having the ability
to integrate team efforts to maximize individual and team productivity.
Good at gathering user requirements and customizing database solutions as
per need
. Motivated and goal driven with strong work ethics, continually striving
for improvement coupled with excellent administrative aptitude with an
eye for detail and the commitment to offer quality work
. Result driven and focused with immaculate work habits, excellent man-
management, time management and leadership skills
Core Competencies
( Strategic IT Planning ( Technology Prudence ( IT Infrastructure
Integration ( Technical/Quality Support ( Data Backup/Recovery ( Cross
Functional Coordination ( Requirement Analysis ( Documentation/MIS (
Knowledge Transfer ( De-Bugging/Troubleshooting ( Training & Development (
Revenue Maximization ( Business Development ( Client Relationship
Management ( Analytical Skills
[pic]
PROFESSIONAL EXPERIENCE AND ACCOMPLISHMENTS
RELIANCE COMMUNICATIONS LTD.
Since May 2004
Asst. General Manager (Service Delivery) -South Gujarat, since Apr 2007
Service Delivery Manager, May 2004 to Apr 2007
. Shoulder the responsibility of managing a team of 15 Service Delivery
Managers in the region i.e. Baroda, Bharuch, Surat and Vapi, to collect
all the data and follow up for the timely completion of the orders sold
. Efficiently handle customers viz. Corporate (PSU's, MNC's, Govt.
Dept.'s), shopkeepers, and end users
. Proactively provide all the required technical and mental support to all
the service managers in the region
. Pioneer in revenue generation and stabilizing escalation
. Define the business mission and performance standards across all
functional areas and periodically review performance with the deft
application of concurrent management audit procedures
. Identify & understand client's requirements for customization & product
enhancements, serve as the single point of contact for delivery and meet
deadlines in compliance with time & quality
. Contribute techno-managerial inputs in the domains of project planning,
designing, resource management to ensure total compliance with delivery
needs
. Provide technical leadership while estimating and evaluating the
efforts/schedules and manage the team and its grievances while training
them on the project architectures
. Furnish guidance on the projects and its requirements of the clients over
the technology, processes and applications while updating them on the
regular project related developments
. Organize various training sessions for the team to enhance their
performance
. Lead, mentor & monitor the performance of team members to ensure
efficiency in operations and meeting of individual & group targets
. Key player in the analysis, development, and implementation of strategic
business plans & policies, ensuring organizational growth, targeting
maximum profitability & cost effectiveness
. Devise effective strategies and practical/cost-effective implementation
plans to address identified issues and help deliver added business value
. Establish plan to ensure accessibility of Service Level Agreements (SLAs)
and other relevant information to affected staff
. Ensure technical solutions are designed for performance, reliability,
scalability, maintainability, supportability, business continuity &
business agility while leveraging industry's best practices
. Impart perpetuity to business inflows by carefully developing and
nurturing relations at decision-making levels with high-end clientele
Key Achievements
. Credited for introducing Motorola service support, where TAT is about 4
hours, and escalation level is much higher than other products
. Hold distinction of deftly handling escalation management which has
played major role in building good customer relationship
. Conducted 'SWOT' analysis and utilized findings for designing customized
strategies to enhance customer services
REDINGTON INDIA LTD.
Mar 1999 to May 2004
Service Delivery Manager, Surat (Apr 2003 to May 2004)
Service Engineer (Mar 1999 to Apr 2003)
. Accomplished responsibility for installation of personal computer's which
includes installing an operating system, and the application used by the
customer
. Drove the efforts for maintaining the systems under warranty, and
provided all time support
. Gear the activities for locating, modernizing, observing, recommending
product lineup including major products as HP, Compaq, IBM, Motorola, and
Epson
. Reviewed existing systems & procedures and designed internal
controls/quality audit checks for various operational areas for achieving
higher operational efficiency, resource rationalization and cost
reduction
. Competently managed call logs, vulnerability watch, antivirus updates,
server logs check, root cause analysis & data backup while writing
scripts to enable automatic backup; conducting network audit & site
inspections
. Created customer satisfaction initiative program to identify areas of
concern and implemented recommendations, significantly improving customer
satisfaction
. Conceptualized & implemented strategies to enhance operational efficiency
and ensured adherence to all the set parameters to enhance the efficiency
of various aspects of the service delivery cycle
. Evolved innovative tactics and judiciously mobilized & managed resources
to put the company on the path of growth and profitability
. Strategically aligned IT solutions with business objective, led selection
of appropriate technology and vendor products
. Mentored project team members to keep them cheered up & motivated to
deliver highest performance levels on demand
. Spearheaded efforts across managing back-office operations and achieving
individual & group targets while guiding the team on functional and
technical aspects
Key Achievements
. Having credential in establishing a new branch in Surat within 3 years of
working as a Senior Service Engineer
. Received incentives of [pic] 18000 for the first financial year and [pic]
19000 for the second financial year for achieving skills targets
. Recognized as a hands-on, proactive professional who can rapidly identify
problems, formulate tactical plans, initiate change and implement
effective programs in challenging and diverse environments
PAST EXPERIENCE
Service Engineer, HIGHLIGHT CORPORATION, Jan 1999 to Mar 1999
Service Engineer, PRINT ELECTRONICS, Aug 1997 to Dec 1998
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EDUCATIONAL CREDENTIALS
Diploma in Industrial Electronics
Technical Qualifications
. M.C.S.E 2000, NetServer/Netfinity Server
. Training from HP and IBM, GSM & CDMA repairs training from Motorola
. C, C++, Visual Basic
References: Available on Request
Contact this candidate