Manager Engineer

Parveen Saini

CCNA, MCP, ITIL

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

# ****, ****** *** ***** ******* Mohali (PB) Phone: +91-981**-*****

A Dynamic IT Professional with 16+ years of extensive experience as Regional Manager/Technical Specialist/Customer Support Engineer in Grab New Business, Preparing of Budget, Maintain CAP & CAP, Handle Technical Escalations under ITIL process, Driving operation and warranty cost reduction program. Currently working as Service Delivery Manager – Infrastructure in Hitachi Systems Micro clinic Pvt Ltd posted in Chandigarh. Dedicated Team Player with strong analytical, problem solving, decision making, communication & interpersonal skills

HIGHLIGHTS

Looking after all Back-office operations as SPOC for Jaipur Branch

Handling services and support delivery for call customer in North India region.

Responsible for providing delight customer support by warranty resolution with 90% C-SAT.

Responsibility carrying for cost reduction on warranty with optimum use of resources like spare parts, field work force.

Good engagement with sales community to earn faith & TCE in brand on post-sale support and services.

Responsible for maintaining SLA on defined TAT for customer support as per Rate contract.

Organize on Board/Refresher Training for work force on new models to support for onsite.

Providing technical support and handling escalation for region.

Responsible for timely partner payout as per achieved TAT.

Responsible to satisfy ASP with correct payout and rewards for their service.

Handling team of 70 + engineers covering 4 states

Having experience for deliveries and Payment follow up for RC of Deferent Bank customer

Taking care for FMS support of Punjab Seva Kendra’s for 1 year till Dec 2017

Taking care for FMS support of Vishal Mega mart for 3 years from Jan 2014- Feb 2017

Handing 80+ site for Domino Pizza in north region for more than 2 years from 2014-2017

Customer handling and building relationships for business growth

Exposure on team handling, vendor management

Hands on Experience for Recruitments for DSS and Coordinators

Having PSE Certification on HP ProLiant ( DL & ML series ) Severs

Hands on Experience on doing audits of for servers health Monitoring & network optimization

Hand on Experience on Raid Levels, SAN/NAS Architecture, fiber Channels, iSCSI

PROFESSIONAL SKILLS

Understanding, Maintaining the Maximum Uptime to meet SLA

Experience in handling teams at different geographical locations

Self-directed, organized, and motivated, Willing to take new initiatives

Strong verbal and written communication & presentation skills

Ability to work well under pressure and within reduced time constraints

Good understanding / experience of ISO 9001:2000, BS 21000 & ITIL Certification

WORK EXPERIENCE

OVER 16 + YEARS OF WORKING EXPERIENCE

July 2017- May 2020 Service Delivery Manager -Infrastructure

Working as a SDM – Infrastructure for Jaipur Branch in Hitachi Systems Micro clinic Pvt Ltd. SPOC for all ongoing activities including ITSM Customer contract renewal, Project installations, warranty Support and pre-sales in Jaipur region. . Handling team of 30+ engineers

Major responsibilities are:

Implementation and Compliance of Service Delivery processes

Adherence to Service Level Agreement Norms

Motivating a cross Functional Team

Project Planning and execution of New Branch Launch

Meeting With customer/Vender meeting to review the Status

Meeting with Customer IT team and Branch heads to take feedback of the IT services and implement necessary changes to increase satisfaction Levels

Monitor, Manage and training to 70 engineers work force on different profiles i.e. Level 1 and Level 2 engineers, call coordinator’s and assign work to best suitable Person

Vender Reviews and coordination

July 2004-June 2017 Asst. Manager Support Operation

Worked as a Asst. Manager – Service Operation for Chandigarh Branch in Progressive InfoTech SPOC in Chandigarh region. i.e. Chandigarh, Punjab, Haryana, Himachal and Jammu. Handling team of 40+ engineers and supporting 4 states

Major responsibilities were:

Handling customer escalations and provide resolution till customer satisfaction level by earning TCE (Total customer experience).

Responsible for making budget for smoothly run of operation and maintain capacity & capability.

Provide technical and process trainings to partner work force for enhance their technical & soft skills

To maintain strong professional rapport with Customers and facilitate providing by End to End resolutions

Believe in TCE (Total Customer Experience) and committed to provide delight service.

Installation & troubleshooting ML and DL series servers.

Installation and Configuring of Routers.

TECHNICAL JOB RESPONSIBILTIES

System Management

Hardware Break Fix Support (I.T. Equipment), New Installation Services, Proactive Maintenance, Device Drives Management, Power Conditioning Requirement and Audit, Major Incident Monitoring & Management.

IT Asset Management

Asset (Hardware & Software) Accounting & Tracking, Configuration Change Control, Change Management, Technology Obsolescence Planning, Enterprise Software Standardization Management, Asset Reallocation & Shifting.

Software Management

Operating System Management, System Administration, Documentation Management, Performance Management, Client/Server or Web Application management

Vender Management

Equipment Warranty Management, Product & Solution Identification, Vendor Reviews and Coordination

Team Supervision

Leading a team of 50 Engineers in North Zone including Haryana, Punjab, Himachal and J&K for different FMS Client and HP warranty customer. Assigning tasks and monitoring performances of all team members. Manpower Skill Enhancement and resolving technical/operational escalations. Follow escalation matrix when required Periodic Team meeting to review the status, vendor review meeting. Project completion summary report.

JAN2002-JULY2004 Cluster Operation In charge

Worked with iGATE IMS Ltd, at the site/project of RELIANCE INFOCOMM LTD, AMBALA (HR)

Installation & Commissioning of CISCO/Juniper/Rocsys/3Com/Nortel Routers & Switches

Installation & Commissioning of DLC (UTStarcom) in Ambala Cluster

Setting up IT Infrastructure and WAN integration of new sites – Service Delivery

Facility Management of IT infrastructure equipment’s – Service Assurance

Administrating Windows 2000 server domain controller/DHCP for 400 desktop PC network

Technical Support to users for Lotus, SAP & other application software

Measuring & achieving QMS parameters for service assurance according to ISO 9001:2000

Remedy Helpdesk asset Management & making monthly asset verification report

Control of over 600 Assets for traceability and identification

Vendors management for support to 450 PCs & 50 IT equipment’s/office automation

Leading a team of 5 field Engineers for Ambala Cluster

Assigning tasks and monitoring performances of all team members

Manpower Skill Enhancement and resolving technical/operational escalations

JAN 2000-JAN-2002 Customer Support Engineer

Working with Progressive InfoTech (P) Ltd. at the site/project of Spice Telecom Ltd, Mohali (Pb.)

Administrating Windows NT 4.0 server PDC for 350 desktop PC network

Administrating Exchange 5.5 Server with 150 Client

Maintaining the network of around 150 Nodes.(based on Win2k/XP and Win2000 Servers)

Vendor Management

Also responsible for solving escalation for Swaraj group,ICI Paint & Godrej Site

Also participating in client visit for pre-sale marketing of HP Desktop & servers

ON JOB TRAININGS

JUNE 1999-JAN 2000 Trainee Engineer

Trained on Progressive Infotech (P) Ltd at the FMS site of Punjab Tractor Ltd. Mohali (Pb.)

To manage the 100 Compaq/IBM/WIPRO PC with Server Support in Swaraj group different plants

Field visits for problems regarding Hardware, Software & Networking at customer sites

Worked on various projects with senior engineers on installations/networking of PC/Peripherals

CERTIFICATIONS / TRAININGS UNDERTAKEN

ITIL-V3 Training

CCNA (640-607) Certification: - Cisco

MCP - Installing, Administrating & Configuring Windows Exchange Server 2000

HP ProLiant server engineer (PSE) – HP India (P) Ltd

ISO training 9001-2000 - Reliance Communications Ltd

Training on Linux Red Hat (Ver. 8) Progressive Infotech

PROFESSIONAL EDUCATION

Diploma (Computer Engineering) from Seth Jai Prakash Polytechnic -64% In May 1999

12th (Non-Medical) From Haryana Board of School Education – 61 % in March 1996

10th From Haryana Board of School Education – 62 % in March 1992

PERFORMANCE AWARDS

Best performance award for technical Skill knowledge in Progressive Infotech Ltd Chandigarh

PERSONAL DETAILS

Father’s Name Sh. Kanti Ram Saini

Marital Status Married

Demeanor Hardworking, Friendly, Affirmative

Languages Known English, Hindi, Punjabi

Date (Parveen Saini)

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