Praveen Nagpal DOB: **th Feb ****

Marital Status: Married Email: adduek@r.postjobfree.com

Objective

To use my Service Delivery & Project Management skills in an enterprise-wide environment to grow with the organization and help them to be competitive and profitable. EXECUTIVE DIGEST

As Service delivery manager / Program Manager /Business Analysis professional with 15+ years of comprehensive experience across the BFSI / FMCG/IT/Banking/ civil Aviation/ Govt. Services industry.

Scope of expertise entails:

- Operations Management - Program Management - People Management

- Service Desk Management - End User Services - Process Management

- New Business Development - SLA Management -Data Center Management

- Vendor Management - P&L Management - Contract Management

- Relationship Management - Business Analysis - Requirement Gathering MBA in project management (IT) From SMU University (2008) Bachelor of Science (IT) from SMU University (2004) Diploma in IT from H S E B Board - Haryana- (2002) 10th from HSEB (1999)

CERTIFICATIONS & TRAININGS

ITIL V3 Foundation certification

MCSE / PMP

EMPLOYMENT CHRONICLE last 1 company

Oct’17 – till date Program Manager (Team Computers) As Program Manager Expertise: -

Working as Program Manager onsite /offsite and managing projects related to Manage Services / SAS

/AMC /Implementations / Data Center Migration / Software development (End to End delivery) / Projects Rollout / ITIL based Service desk tools projects in terms of delivery/ Traction / implementation / Business requirement gathering / Project Governess/ project management for banking /Retail/ FS / BFSI/Oil & Gas/Hospitability / Govt. sector domain.

Specialize in tools, Technology, and process framework implementation

Plan and execute short, mid, and long term strategic plans

Improvise efficiencies via multiple initiatives like Automation, Lean IT, productivity analysis, performance management, people Management.

Enable special focus Business and Mission critical services

leading initiative to implement IT Process/ data Analytics in multiple accounts

Ensure High Quality status updates on risks and issues

Strong technical deep dive capability enables drive critical issues to closure with zero SLA Impact

Timely deliver the Services / Support within stipulated SLA timelines.

Leadership across the Onsite /Partner teams/ Operation manager / Team lead / SDM assigned to accounts.

Representing the full range of multivendor support stipulated with in contract specifications and ensures to close the SR’s / IR/ CR within SLA.

Held meetings with Customers as the time of Sales Meeting to assess their demands / business requirements and discuss with internal stakeholder and documented them accordingly.

Accountable for all projects Profit & Loss

Developed competency in establishing performance-driven culture that ensures accountability and personal ownership, recruiting, developing, training and motivating teams, to help them succeed achieve goals profitably and maintain deliverables as per the SLA & SOPs.

Excellent in managing preparation of technical & commercial proposals / presentations, driving growth, generating revenues, and enhancing the value in domestic & international markets.

Expertise in mapping requirements of global clients as well as the different Stakeholders, Partners, Service Providers, Vendors, Business Units, functioning as single point of contact for delivery;

assisting in developing, transitioning, and customizing process, offering solutions in line with guidelines specified by the client.

Accountable for New business farming from the exit clients

Accountable to understand the need & pain area of customer & team & accordingly design the solution for them.

Assisted other experts in completing projects by sharing knowledge and experience garnered from other projects.

Deploy the project Governance in the ongoing projects & monitoring the onsite project team accordance with Custom.

Finalize project timelines, cost budgets, and milestones in conjunction with client project plans.

Ensure all projects deliverables signed off by client.

Implement the Good to Great as well Zero Incident exercise to reach customer at WOW experience level. Also help to the customer to reduce their paid areas.

Being Technical suggest the Many Service Desk tool along with Audit & compliance Like Manage Enging / Kasaya Service Desk / Shaffer Service Desk tool to customer to manager the IT / User Request.

Monthly MPR with Customers with Achievements for further review.

Monthly Review with Team leads for their KPI & further improvement plans.

Manage project expectations from users and stakeholders.

Set and meet customer’s expectations based on contractual obligations.

Develop plans to optimize operational performance & continual service improvement.

Accountable to work with cross functional teams for capacity and resources to deliver excellence services & cross selling the services products to ensure the profitability in accounts.

Ensure proactive schedules are achieved and agreed deployment rollouts are met.

Publishing the monthly SLA report to end customers.

Accountable for managing the service request escalations for end to end closer.

Accountable for negotiation, scrutinizing and clearance of vendor payouts as per PO terms. Managing a team of 100 technical resources include OP manager / TL / System Admin. As Business Analysis expertise: -

Business Process Modelling

Requirements Elicitation

Analyzed Business Requirements Document (BRD)

Creating work flow diagrams for effective plans.

Guide to technical teams in translating application functionality into application architecture.

Business Documentation

Requirements Management

Requirements and Data Analysis

Change Management

Transition & Transformation

Outsource Operations

Knowledge Transfer Planning & Delivery

Stakeholder Management

User Training

Use Case, Test cases

Functional Testing

Test Scenario

User Acceptance Testing

•Responsible for coordinating business meetings

•Analyze functionalities, features, and requirements of technology applications to enhance business requirements.

Experience: -

From Dec 2003 to Oct 2007 –TEAM COMPUTERS L T D. As operation Manager and handling data Center Operations.

From Oct 2007 to March 2009 -Accel Frontline ltd. As Project lead to handle the multiple projects related to banking / retail. Domain.

From Dec 2009 to May’2012 – PCS Technology Ltd. As SDM to handle multiple PAN India Projects

From Aug2012 to Sep 2015- Onward Technology Ltd as Project manager to handle multiple PAN India Projects

From Oct ’2015 to Sep’2017- DXC technology Ltd. As Project Manager to Handle the DGCA project PAN India Level.

Over all Achievements:

Implement the Good to great Exercise in all projects.

Zero Incident Exercise implement in all projects.

Timely delivery of development module within stipulated SLA timelines.

Implemented the SOP / Best Practices at Client Place to smooth the IT operations

Trained the Resources on Excel and other Tool to prepare the MPR for customer review.

Knowledge transfer of deliverable modules to clients.

Reduces the OPEX & CPAEX by 5 million INR by implementing the in house.

Increased business by 10 million INR through renewal and negotiation.

Reduced the manpower costing by implementing the Trainee Engineers.

Migration & Up-gradation of Flex cube 6.0 to 6.0.1 in 6 Month for HDFC / SBI / Syndicate bank / BOB all India Branches.

Migration & Up-gradation of Window XP to Window7 in 1 Month for HDFC all India Branches.

Improved the rollout based Project profitability with High Margins.

Improved the Vendor management process.

Deployment of Green IT (Server consolidation, Virtualizations, Thin Client and Central printing

Environment; - IT (Corporate) Punjlloyd LTD.

Skills

Mail System Office365, Exchange, Lotus Domino, Exchange Servers & Operating

systems Win2k3-8-12, (AD-ADFS), Azure & Virtual Servers, Win10, XP Software Tools Hyper-V, VMWare

Project Management Quick View, MS-Project

Service Desk Tools Manage Engine / Kasaya Service Desk tool etc.. Personal Details

Passport : Valid – 2025 Languages Known : English, Hindi, and Punjabi

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