IT Operations Manager, Project Manager, ITES Process Management

Raktim Sanyal Mobile: +919*********

E-mail: *******@*****.***

SYNOPSIS

** ***** ** ********** ** IT & ITES

A keen planner & strategist, with the ability to manage both people & projects effectively through rigor and superior interpersonal skills.

Accomplished and driven Project Manager with experience of coordinating operational activities in a wide range of project management capabilities. Having a proven track record in handling a global project team remotely and driving them effectively to achieve the project objectives. Boasting an impressive track record of working closely with different support towers to assist the smooth operational running of the project.

Right now looking for a relevant position with a high profile and exciting employer who will appreciate my skills, experience and hard work and proven ability of achieving Project Delivery / Process Targets.

PROFESSIONAL DETAILS

Projects Handled:

oDell IT Infrastructure Management

Network upgrade of Sitel Chennai

Network upgrade of Sutherland Mumbai

OIS tool Enhancement and Maintenance

oDell Contact Centre

Windows 8 & 8.1 launch in Dell Tech Support India region ( 500+ agents )

MDR ( Cost of dispatch ) Metric for Dell Tech Support India region

Product Issues for Dell Tech Support India region

LITMUS ( Quarterly Knowledge test ) for Dell Tech Support India region

System Exchange SLA reduction for US CSMB region

oSakhatech Information Systems Pvt Ltd Software

Flash game development HAGS

Website maintenance

Certifications

oProject Management Professional ( PMP ) – Dec 2011

oITIL V3 Foundation – Feb 2014

Career Path

Dell International Services India Pvt Ltd Nov ’09-Feb ‘15

IT Project Management Sr. Advisor (Grade C2/IH) May’14–Feb’15

Accountabilities:

Managing IT Infrastructure Management projects within Dell offices globally as a Project Manager

Owning and managing the project through the different phases of MSF like Envisioning, Planning and Deploying

Resource coordination, customer management, dispute and technical resolution management

Both upstream and downstream communication management through conference calls, status reports,etc

Coordinating with multi-functional departments globally to achieve the project objectives

Owning and actively participating in brainstorming sessions involving stakeholders to overcome hurdles during the project lifecycle

Efficiently managing remote team members located in different corners of the globe under varying time-zones

Project Program Management Advisor (Grade C1/IG) Aug’11-Apr’14

Accountabilities:

Level 3 escalation support regarding product issues for entire Dell India Tech Support ( approx. 750 heads )

For each reported issue - Coordinate with PG (Product Group) and the Tech Support to gather symptoms, capture affected systems from field, conduct preliminary testing, share results with PG, follow up to get final resolution

For each resolution received from PG – ensure the resolution is shared with Tech Support, customer’s issue resolved, resolution shared with rest of the teams

Responsible for Warranty Cost Metrics like MDR, RDR, PPD, etc

Frontline and Level 2 knowledge assessment through quarterly LITMUS which involved gathering questions from different support functions, setting technical questions, supervising the testing across 750 candidates, reporting result to the management

Planning and executing training and up-skilling programs for frontline and L2s based on LITMUS results

Facilitating L3 Interlock with Tech Support

Facilitating New Product Training

Maintaining Dispatch Efficiency

Project Program Management Senior Analyst (Grade B3/IF) Nov’09-Jul’11

Accountabilities:

System Exchange SLA reduction project for US Consumer & SMB customers

Managed to reduce SLA by 66% over a span of 13 months through

oidentification of gaps in the system exchange process

ointeracting with multiple departments to identify the solutions and getting them implemented

oobserving and reporting the SLA trend to management

osupervising a team of 3 callers to keep customers informed about the delays

Senior Team Manager (Grade B3) Apr’08-May’08

Accountabilities:

Planning, strategizing and executing process improvement initiatives.

Hiring and Recruitment.

Discussing IDP (Individual Development Plan) with team members.

Conducting performance appraisals to ensure effective motivation of the team members.

Overseeing deliveries/ turnaround time involving quality checks, managing discussion board, maintaining MIS reports of production operations & creating action plan for new business.

Preparing & compiling various weekly/ monthly MIS reports pertaining to process and productivity.

Ensuring adherence to compliance initiatives.

Identifying potential areas for grooming team members through regular mentoring.

Reporting & analyzing team statistics.

Team Manager (Grade B2) Aug’06-Mar’08

Accountabilities:

Same as in the role of a Sr. Team Manager with a lesser span of people.

Technical Support Coach (Grade B1) Jan’05-Jul’06

Accountabilities:

Handling Technical Escalations

Daily Analysis and Reporting on Warranty Cost Metrics like Dispatch Rate/Dispatch Dollars, Repeat Dispatch Rate, Agent Resolve Rate and External Problem Resolution.

Preparing final and interim deliverables in MS-Excel and MS-PowerPoint format.

Performing a Quality Check on deliverables through live barging and auditing of recorded calls.

Technical Mentoring of the team on the basis of findings of the analyses work undertaken.

Conducting Training Sessions

PREVIOUS WORK EXPERIENCE

Nov’09-Feb’15 Dell International Services India Pvt Ltd, Bangalore as IT Project Mgmt Senior Advisor

Jun’08–Oct’09 Sakhatech Information Systems Pvt Ltd, Bangalore as a Software Project Manager

Sep’02-May’08 Dell International Services India Pvt Ltd, Chandigarh as a Senior Team Manager

ACADEMIA

BE in CSE ( Graduation ) from SBMSIT, Bangalore through VTU in 2002.

Higher Secondary ( 12th Standard ) from Ashutosh College, Kolkata through WBBHSE Board in 1998.

Madhyamik ( 10th Standard ) from South Point High School, Kolkata through WBBSE Board in 1996.

PERSONAL DETAILS

Date of Birth : 10th April, 1979

Address : 1/1B, Raja Basanta Roy Road, Kolkata – 700026.

Languages : English, Bengali & Hindi

Father’s Name : Late Manas Kumar Sanyal

Marital Status : Married

Hobbies : Music ( Singing & Listening ), Swimming, Sports ( Cricket, Football, TT, Badminton )

Location : Kolkata Raktim Sanyal

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