Objective: To pursue a rewarding and challenging senior management level career in a growing and professionally managed IT, Telecom, Office Automation and Electronics company.

Summary: 33 years of rich experience in Information Technology and Service Management i.e. after sales support function. Have in depth experience in Business Analysis i.e. understanding client's business and providing solutions to client. Knowledge of Quality Assurance - CMMI, ISO 9001, ITIL (ISO 20000) and ISO 27001, IT Service Management - direct support and support through dealers, Manpower management, Spares planning, Training.

Skill set

• ITIL - To understand client's business and eliciting requirements, Suggesting Service Management best practices, Managing and monitoring progress of process implementation, changes, issues, risks and deviations including tracking progress on actions and mitigation of risks, Coordinate implementation activities across projects and support teams where appropriate, Conduct quality reviews to assess the performance of the process and recommend improvements.
• Expertise in project facilitation in terms of quality assurance with good implementation knowledge of CMMI ver 1.2, ISO 9001:2008, ITIL and ISO 27001.
• Knowledge of Manual testing and Quality center testing tool.
• Member of Defect Prevention & Metrics Council task forces.
• Project Management - Resource allocations, Project allocations, Preparing & Implementing Quality Assurance plans, Planning Budgets, Process Trainings, Team Quality Awards, Process Quizzes etc.
• Over 25 years of experience in the areas of Service Management in Customer Service Operations, Hardware Support, Channel Support and Business Development.
• Excellent Analytical skills, Good Communication & Presentation skills and Excellent interpersonal skills.

Work experience:

Organization: Confidential Duration: June 2010 - August, 2011 Designation: Vice President Key Result Areas:

• Worked as Business Analyst and interacted with client to understand their business and requirements. Coordinated with and development team, testing team and conducted reviews etc.
• ITIL was implemented for Helpdesk and Network Service Management i.e. Defining SLAs, Service Catalogue, Customer Satisfaction, Incident and Problem Management, Change and Configuration management and Release Management. Interaction with client and understanding their requirements and suggesting them the best practices of ITIL.
• Implemented and got organization certified for ISO 9001:2008, ITIL (ISO 20000) and ISO 27001 quality standards and initiated CMMI Level 3 certification process for the organization
• Conducted process training for entire software division, Gap Analysis, Project facilitation and Internal Audits, SEPG (Software Engineering Process Group) activities, Senior Management Reviews, MIS reports
• Interacted with client to achieve maximum Customer satisfaction
• Headed software division for timely delivery and execution of projects, allocation of resources, Estimating projects, supervised PMO (Project Management Office), Testing - Planning, design, co-ordination with project team, systems test team, execution, interaction with on-site and client; skill enhancements of team through trainings, Senior Management reviews etc.

Major Achievement

• Successfully implemented ITIL in line with the client's business requirements
• Got organization certified for ISO 9001:2008 (Quality Management System)
• Got organization certified for Certified ISO 20000 (ITIL)
• Got organization certified for Certified ISO 27001 (Information Security Management System)
• Timely successful delivery of STQC - Department of Information Technology's (Government of India) pilot project.

Organization: Confidential Duration: May 2008 - June 2010 Designation: Senior Consultant - Quality Key Result Areas:

• Provided consultancy & training on CMMI Development version 1.2
• Conducted Gap Analysis for CMMI and ISO 9001 for manufacturing and software organization.
• Provided ISO 9001:2008 consultation and training
• Conducted Internal Audits, Senior Management Reviews
• Lead management to close non-compliances of Internal Audits

Organization: Confidential Duration: June 2005 - April 2008 Designation: Consultant - Quality Assurance Key Result Areas:

• Regular interaction with on-site clients to understand and clarify the business requirements and conducted reviews , for achieving customer satisfaction
• Interacted with development and testing teams to ensure that end product meet's client's requirements
• Was part of Quality Assurance team for implementation of CMMI and carrying out product testing
• Managed team for timely delivery of quality product
• Was Member of 2 task force teams for process improvement

Major Achievements

• Awarded TQA (Team Quality Award ) for adhering CMMI processes and procedures.
• Achieved highest Customer Satisfaction score
• Passed CSQA certification from QAI, Florida USA
• Institutionalized Project Tracker audit

Organization: Confidential Duration: February 2000 - December 2004 Designation: National Service Manager Key Result Areas:

• Handled Customer Support function at India Level
• Met revenue targets by selling Maintenance Contracts, Consumables and upgrades of GBC products
• Achieved maximum customer satisfaction through service support
• Managed factory operations for Binders, Shredders and Lamination machines, pouches
• Implemented Service Franchisee Operations for all GBC products
• Managed Spares inventory at Head Office level, factory and branches
• Arranged technical training on regular basis for skill enhancement of engineers
• Interacted with HP India, ASCOM and RISO principles for their product support

Major Achievements

• Increased Service revenue by 300 %
• Set procedures & systems for providing services after sales support to new electronic products i.e. electronic franking machines, LCD projectors, HP plotters
• Secured Maintenance Contract order from Department of Post nationally worth $50,000
• Introduced Service franchisee concept in the company and appointed 16 franchisees nationally to provide faster service support to interior cities in India

Organization: Confidential Duration: August 1998 - May 1999 Designation: Zonal Manager Key Result Areas:

• Managed Customer Support function in Northern region
• Generated service revenue by selling Facility management services & Maintenance contracts and computer upgrades
• Developing new customers for service support
• Arranged technical training for skill enhancement of engineers
• Interacted with IBM & Siemens for service support of their products

Major Achievements

• Revenue of TRC increased by 200 %
• Obtained Maintenance order from two major public sector customers Delhi Metro Rail Corporation and Income Tax Department of India
• Awarded $60,000 repeat orders from one major tractor manufacturing company - Eicher Motors Limited

Organization: Confidential Duration: July 1985 - August 1998 Designation: Zonal Customer Support Manager Key Result Areas :

• Responsible for Customer Support Function in Northern Region (6 states)
• Managed Dealer Service Network at India level
• Generated revenue by selling Annual Maintenance Contracts and up-grade
• Planned manpower for the northern region for service support
• Skill enhancement of engineers through technical trainings
• Implemented ISO-9002 for service support
• Spares inventory planning for the service support
• Organized regular Dealer meets and trainings
• Handled Major Accounts - leading bank of India (State Bank of India), major public sector company (Oil and Natural Gas Corporation), leading educational institution (Indian Institute of Technology)
• Designed various Management Information Service forms for the service department and coordinated with software team for service report computerization at national level i.e. for Branch office, regional office and Head office.

Major Achievements

• Achieved highest level of machine franchisee in northern region
• Selected as a member of Dell core service team for implementing Dell service support at India level
• Implemented “Telesupport” concept in India - to achieve maximum uptime and higher operational efficiency
• Repeatedly deputed to regional offices i.e. Mumbai, Kolkata, Bangalore for setting up / heading the Customer Support Operations
• Awarded Best Service Branch in 1992
• Secured $80,000 repeat order from a major public sector organization Oil and Natural Gas Corporation because of excellent service support

Organization: Confidential Duration: June 1983 - July 1985 Designation: Senior Engineer Key Result Areas:

• Carried out installations, Break down maintenances and generated revenue by selling Maintenance contracts and consumables
• Sent to all Northern region locations to solve critical problems as specialist engineer
• Provided after sales support to all important customers in Delhi i.e. Prime Minister's Office, Minister's offices etc.
• Worked 6 months in factory for manufacturing of electronic typewriters

Organization: Confidential Duration: June 1981 - June 1983 Designation: Senior Engineer Key Result Areas:

• Service support of electronic testing and measuring instruments
• Manufactured electronic test instruments i.e. assembling and testing

Organization: Confidential Duration: February 1979 - June 1981 Designation: Quality Control Engineer Key Result Areas: Final testing and quality inspection of TV sets

Achievements

• Certified ITIL v3.
• Certified Software Quality Assurance (CSQA).
• Certified Six Sigma Green belt.
• Certificate of completion of Capability maturity Model Integration (CMMI ver 1.2) overview conducted by QAI India Limited.
• Certified "Internal Quality Auditor' of ISO 9001:2008, ISO 20000:2005 (ITIL) and ISO 27001:2005 (Information Security Management Services).
• Certified "Internal Quality Auditor' by Department of Electronics, India.
• Won "Team Quality Achievement' Award at Headstrong.
• Platinum Member of SERI (Software Engineering Information Repository), SEI, Pittsburg, USA.
• Member of Quality Council of India .
• Achieved Highest PCHM (Process Compliance Health Meter) points for the projects facilitated by me.
• Received appreciation letters from Director, Vice President - Sales, Chief Financial Officer and Global Quality Head.

Education : B. E. (Electronics & Communications)