Service Management, Project Manager, Project Cordinator, PMO, ITIL
Resume:
ASHISH BINDAL
Cell phone: +91-775-***-****/+91-961-***-****
Email: ****************@*****.***
mailto:******.******@***.***
Professional Summary
Information Technology Professional with around 8 years of experience in IT Infrastructure Project Management & Service Delivery with excellent client and project management skills. Action-oriented with strong ability to communicate effectively with technology, executive, and business audiences.
Prince 2 Practitioner and ITIL 2011 Foundation Certified.
Competencies
Project/ Program Management
Incident, Problem and Request Management
Change & Risk/Issue Management
Customer Relationship Management
Project development and life cycle
Service Level Management
Process Improvement & automation
Operations Management
Business Transitions
Training and Development
Professional Experience
Mphasis –Mumbai/Pune Aug 2013 – Apr 2015
Designation: Project Analyst
Geography Supported: EMEA, AMERICAS & APAC
Responsibilities:
Worked as a Project Manager for Mphasis internal, HP Enterprise Services internal and external projects.
Network refresh & implementations, application deployment, Data Centre Migrations, network decommissions, service delivery transitions, Continual Service Improvements including LEAN.
End-to-end project delivery in geographically diverse locations.
Prepare and maintain realistic Project plans including Risk, Quality, and Communication plans.
Develop project schedule, deliverables and milestones with help of project team/stakeholders.
Perform Risk Management, preparing AIR log, tracking Risk updates and sharing with project team / PMO.
Scheduling & Driving weekly/Monthly/Adhoc project progress calls with project team and clients.
Responsible for preparing, maintaining and updating complete project documentation as per PMP /customer guidelines/QMS.
Liaise with vendors for product licenses and support contracts, billings and billing disconnects.
Performance management of project team members.
Achievements:
Development and implementation of tools on schedule to facilitate competitive bid for new and existing business.
Saved six figure cost for client in a billing disconnect project for an obsolete account.
Target Cost reduction of 20% set in multiple accounts post completing a LEAN project involving multiple VSM sessions.
Avoided client escalations and penalties by raising critical SoW amendments of an account.
Fast tracked a critical project to secure hundreds of firewalls adding another layer of two factor authentication for multiple clients.
Decommission more than 40 servers around multiple data centers saving six figure amounts in sunk costs.
Mphasis –Mumbai Jun 2010 – Jul 2013
Designation: Unit Manager
Geography Supported: EMEA, AMERICAS & APAC
Responsibilities:
Worked as a Unit Manager, handling a team of highly capable technical associates with varied profiles to meet the business requirements of the account.
Service Level Management at team and desk level for all contacts via phone/email/web chat/crm.
Client communication with respect to escalations, SLA, process updates, and improvements.
Vendor Management for all aspects affecting SLA of service requests/projects.
Continuous effort to reduce escalations for entire desk, and ensure high customer satisfaction.
Prepare monthly performance review for the desk and manage roster on weekly basis.
Manage shrinkage, quality; productivity, training, team bonding and employee connect.
Create, deploy and track individual development plan for each team member.
Conduct performance appraisal of all team members for half yearly and annual basis.
Manage and approve KEDB changes.
Manage client initiated activities like tools testing, latency checks, UATs.
Achievements
Delighted the customer by managing exceptional fulfillment durations for requests and projects.
Successfully managed go to green plan, improving the SLA achieved by 20%
Reduced 95% escalations by creating and managing 3 tier escalation management processes.
Single digit attrition rate.
Multiple successful transitions involving tool transition, KT, training, escalation handling, without any impact to the SLAs.
Highest number of successful individual nominations of team members for monthly performance awards
Awarded for exceptional service delivery, Dec 2010
Mphasis – Noida/Mumbai Jan 2009 – May 2010
Designation: Service Desk Analyst
Geography Supported: EMEA, AMERICAS & APAC
Responsibilities:
Worked as subject matter exert for service desk of banking major in North America and spread all over the globe.
Prepare daily, weekly, monthly reports to manage service levels, work force forecasting, metrics dashboard presentation.
Manage all incoming escalations for the desk, with reporting and corrective actions.
Team management, including individual professional development of the team members.
Prepare RCA for escalations, problem management and represent service provider on daily, weekly, and monthly basis.
Coordinate with multiple teams to resolve high severity issues and track until closure.
Quality Planning, Assurance & Control for improved Service Delivery.
Coordinate with vendors and supporting teams to ensure service level management and process improvement.
New hire training, skill upgrading, and expert assistance to the desk spread over various locations.
Responsible for UAT of various tools under migration for service delivery.
Manage projects for service request fulfillment with high scale orders.
Achievements
Successful Knowledge Transfer to migrate MAC process from onsite. Risk Management in the migration. Trained pilot and subsequent batches at multiple locations and created KEDB for new project.
Designed the ticketing tool Maximo during migration from service center.
Conducted training for the desk cross site during CRM transition.
Major review of KEDB with more than 900 scripts updated in a year.
Recognized by the organization and the client for knowledge base revision and process improvements initiatives, 2008
Awarded for migration and training of the team to new tools. Sep 2009
Mphasis – Noida May 2007 – Dec 2008
Designation: Senior Technical Support Associate
Geography Supported: EMEA, AMERICAS & APAC
Responsibilities:
Provide service desk services based on ITIL processes of Incident, request, change and problem management.
Paging of Severity tickets, coordination with incident managers to escalate issues with respective teams.
Represent helpdesk on various client initiatives for process improvement/technology releases.
SPOC to review KEDB feedback and approve changes.
Training SPOC for new hires and refresher training.
Professional Affiliations
•Prince 2 Practitioner Certification, 2013
•ITIL 2011 Foundation Certification, 2012
•IELTS score of band 8.0 for English language competency.
•4 day PMP Prep workshop, May 2015
Education and Trainings
•B.Sc. (Mathematics), University of Madras.
•Mphasis Intellectual Property Asset Management.
Tools used
•MS Project
•MS Office, MS SharePoint, VBA, MS Visio
•Maximo, Service Center, ITSM, Remedy
•SCCM, Tivoli
•Citrix, HvD, Active Directory
•Avaya CMS supervisor
•Currently learning SQL, Project Web App, Cloud computing and interested in Big Data Analytics
Languages
•English(Fluent)
•Hindi(Fluent)
•Tamil(Basic)
References are available on request.
Thank you for your time to review my profile.
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