Edward Route is a senior consultant and delivery lead with over 10 years of experience in delivery management, project management, and PMO roles in the IT infrastructure field. He is currently a delivery lead at Capgemini India Pvt Ltd, where he manages a team and is responsible for meeting deliverables and SLAs. Previously he worked at IBM India Pvt Ltd as a PMO analyst and project manager.

1. EDWARD ROUTE
+91 09158022722 edward22in@gmail.com
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CAREER OBJECTIVE
To work with a reputed & growth-oriented organization that acknowledges performance, hard work and loyalty, that
provides opportunities for professional long-term career growth and knowledge expansion.
PROFESSIONAL SUMMARY
I would portray myself as qualified,highly motivated and results-driven professional with over 10 years work
experience in Delivery Management/ Project Management/PMO in IT Infrastructure. Currently working
as a Delivery Manager in Capgemini India Pvt Ltd.
Employer 1 : Capgemini India Pvt Ltd
Title : Senior Consultant (Service Delivery Lead)
Date of Employment : 12th October 2015 till dt
Employer 2 : IBM India Pvt Ltd, Pune
Title : PMO Analyst / Project Manager – Quarterly Capacity Augmentation Project
Date of Employment : 14th August 2008 to 8th October 2015
CORE QUALIFICATIONS
o Cost Reductions, Budget, Forecasting and expense control
o Delivery Management /Operations Management (Infra/Apps)
o Project management / ProjectCo Ordination (Projecttracking,reporting)
o ITIL (V3 Foundation ) Certified
o Team leadership
o Strategic planning
o Vender Management
o Proficientwith Excel, Visio,PowerPoint,Project, Word and Access
o Risk Management.
o Excellent communication skillswith outstandinginterpersonal skills
o Excellent analytical and critical thinkingskills
o Ability to work under difficultworkingconditions,and possess multi-taskingskills.
o Trainingand mentoring

2. EDWARD ROUTE
+91 09158022722 edward22in@gmail.com
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WORK EXPERIENCE
Capgemini India Pvt Ltd (Oct 2015 – Till Date)
Delivery Lead – Projects and Operations
o Manage and assurethe quality of delivery to the client,by ensuringprocess implementation, compliance,
incidentmanagement, Problem Management & continuous serviceimprovement.
o Responsiblefor leadinga team of L3 Admins (Windows / Unix / Linux / Network / Citrix ) and Team Leads.
o Responsiblefor establishingtheclientsatisfaction criteria(jointly with the onshore team), and regularly
monitoringclientfeedback to measure satisfaction levels againstestablished criteria
o Responsiblefor identifyingand communicating potential issues/riskswithin theteam to the Senior
Management.
o Responsiblefor meeting and exceeding the deliverables/SLA’s on a daily basisin order to exceed customer
expectations: Green KPI’s,Meeting SOW.
o Daily / Weekly Governance call for Updates / trackingof critical issues and deliverables
o Continuous incidentreduction by means of effective problem management.
o Ensure maximum of Operations / project activities aredriven majorly fromOnshoreteam.
o Plan for Migration / Absorption of work from On shoreto Offshore
o Responsiblefor managingthe attrition in the team.
o Responsibleof development of individuals in teamby nurturingthem to grow within the orga nization.
o Ensure ISO compliancefor the process and Implementation of Quality Management System.
o Monthly team meetings to shareteam performance, process updates and address any concerns and issues
raised by team members.
o Set up weekly/monthly callswith customer to review process status.
o Ensure adequate planningand resourcemanagement for all new transitions .
o Ensure Compliance(Data Privacy and Confidentiality Norms)
o Singlepoint of contact and firstpointof escalation for the team, a point of contactfor all resourcerequests.
o Keep the Team room updated with information of all resources
o Coordinatewith RMG, CRMG (internal hiring) and recruitment team (external hiring)
o Followup on feedback and coordinatingfor technical interviews if any with the onshore/ delivery team
o Prepare weekly PMO reports and dashboard
o Send reminders to team members for fillingtheir time sheet & approvethe same
o Tag the employees to their specific projectcodein PACE & Clarity portal
o Manage project resourceallocation / management activities
o Right shoringof key Deliverables fromOnsite to India.
o Project Deliverables Support.
o Ensuringthe CMDB is updated and errorless .
o Driving resolution of P1 and P2 calls to ensurethat they are resolved within the stipulated SLA timelines.
Key Achievements:
o Managingonsitemigration & transition for Kadaster.
o Hiringand buildingtechnical L3 team to ensure Projectand Operational Deliverables.
o Complete Turnaround in the SLA achievements (From a total RED Account in 2015 to a ConsistentGreen
State for entire 2016)
o Right shoring and Transition of PLP and Dbass application supportto India.Hiringthe rightset of resources
to Support the Niche skill requirement of PLP and Dbass Platforms.
o Continuous P1 and P2 call reduction month on month from Jan 2016 ensuringclientConfidence and
Satisfaction.
o Major reduction of P3 and P4 User calls month on month from Jan 2016 ( achieved almost40% overall
reduction in INC count )

3. EDWARD ROUTE
+91 09158022722 edward22in@gmail.com
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IBM India Pvt Ltd (Aug 2008 to Oct 2015)
PMO Analyst for Server Systems Operation Competency (Account: - Vodafone)
PMO Analyst:
o Cost manager for ongoing projects
o Project and Operations Co-ordination for all Project and Operational Deliverables acrossall servicelines
(UNIX, WINTEL, DBA, STORAGE, BACKUP, MIDDLEWARE) PAN India.
o Responsiblefor trackingand monitoringprogress of project officeas well as coordinatedelivery dates
o Maintain existingand update, policies and procedures of project office
o Generate, update and improve project strategies and methodologies.
o Attending regular projectupdate meeting with senior management to discuss projectprogress and
challenges
o Actively involved in projectbudgeting in consideration of costoptimization
o Responsiblefor reviewing, maintainingand highlightingany changes in projectplan.
o Providingforecastand costbenefits to management on quarterly basis to havean understandingof
upcoming expenditure to the account
o MaintainingKPI (Key performance Indicator) dashboards,SOP (Scope of work) manuals with proper sign off
from client, ORM (Operations review Meeting) Pack,Competency pack and Clientreview meet MOMs of all
Portfolios
o Ensuringall projectgovernance dashboards’s shared on time to the client& management.
o Keep a track of all Hardware,Software & servicesupport AMC and renewals on quarterly and yearly basis
o Preparingand maintainingweekly and monthly project status reports.
o Customer SLA’s governance trackingand improvement for all tickets and Incidents
o AssistProjectManagers and ProgramManagers in handlingdaily activities
o Preparingof status reports and updates the same to the Management team.
o Assisted effectively in the coordination of certain aspects of a project.
o Monitored and determined specific projectdetailsand created standard and ad hoc reports.
o Prepared and created projectpresentation documents with projectlead, completing delegated sections.
o Prepared graphics,metrics,and charts for projectreporting.
o Responsiblefor end to end Vender management
o EstablishingtheMOW (method of working) with different third party vendors and team
o Relationship Management of hardware vendors (HP, IBM, Dell etc…)
o Change Advisory Board (CAB) Manager for SSO VEL, responsiblefor reviewing and assigningthe appropriate
CAB Builder for any Technical Operations planned or emergency activity as per Change Management
process of ITIL
o Service planningfor disaster recovery site

4. EDWARD ROUTE
+91 09158022722 edward22in@gmail.com
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o Running improvement projects for any defects Observed
o Change Advisory Board (CAB) Manager for SSO VEL, responsiblefor reviewing and assigningthe appropriate
CAB Builder for any Technical Operations planned or emergency activity as per Change Management
process of ITIL.
IMPROVEMENTINITIATIVES:
o Call Reduction Programme: - Representative from SSO for IncidentReduction Programme (S3, SR) , this
Incidentreduction Programme as driven as a six sigma green belt project.
o Defect Prevention Programme: - Providea Drill Down for all Incidents Recorded for SSO (S1, S2)
IBM Daksh Pvt Ltd (HP Tech Support) (Nov-2005 to Aug 2008)
Tech Lead (Level 2)
o One of the firstmembers from advanced support group to be promoted as tech lead in IBM Daksh Pune
Business unit
o One-year plus experience in team handlingand corematrix chasing.
o People Management
o TakingTechnical Refreshers of agents
o Making sure that the entire team is always green on core matrices
o Skill assessmentof agents
o Makingsure inbound call SLA’s are met
o Takingcare of one on ones, attrition,and attendance.
o HandlingEscalations(Customer / Internal)
o Tester for ASTRO Tool Launch
o Takingprocess / Technical trainingsof teams undergoing process trasining
o Handled three batches of bridge teams.
o Team won R&R for best team (Oct, Nov, Dec)
o Was awarded best Lead for the same quarter (Oct, Nov, Dec)
o Was Promoted to IBM India GTS-D (Vodafone Account) as a System Administrator through an Internal Job
Posting
o Selected as a member of the PilotTeam to startASG (Advanced supportGroup) Operations for HP in Pune
o Responsiblefor providingadvanced technical assistanceto agents / customers
o Makingsure that FTR (firsttime resolution) is always greater than 95 %
o Partof the pilotbatch for HP and took careof providingtechnical supportfor HP Computers (Desktop LOB)
o Partof the team Awarded as Best team on the floor
o Have been one of the top performers in Csat and Spos Consistently acrossthefloor.
Skills
o Working knowledge Of Windows XP & Windows Vista OS / hardware support
o Basic networking& Unix Knowledge (beginners level)
o Strong Communication (English) and customer interaction skills
o People Management
o Handling tech and serviceescalations
o Providingtechnical support,handlingCustomer escalations,Day to day Metric reporting, Attendance,
Mentoring and feedback to the FLA’s.
o Performed the role of an AssistantManager in the absence of the same.
o Provided floor support to Bridge teams (Teams that hit the floor post training)
o Takingmock callsfor FLA’s about to hit the floor.

5. EDWARD ROUTE
+91 09158022722 edward22in@gmail.com
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o Responsiblefor holdingDaily teamhuddles for updates on Team scores and team standingon critical
metrics
o Team BuildingActivities,Offsitetrips,Recreational activity,
o Call monitoringand feedback on the same (Technical / Process Adherence / V&A )
Rewards and Recognition
o Was recognised as one of the Top Talents in IBM Daksh Pune for year 2008
o Partof the pilotbatch for HP Tech Support at IBM Daksh Pune
o Partof the team Awarded as Best team on the floor (As a CCS, Customer Care Specialist)
o Was Team lead of the team that won R&R for best team (Oct, Nov, Dec, 2007)
o Was awarded best Team Lead for the same quarter (Oct, Nov, Dec , 2007)
o Won the award of Mr IBM Daksh Pune 2008
CERTIFICATIONS
o ITIL (V3 Foundation )
EDUCATIONAL DETAILS
Degree Institution Percentage Year of passing
BSc : Hotel and Hospitality
Administration
Institute Of Hotel Management
Hyderabad
60%
2002-2005
Higher Secondary Education Army School Chandimandir Cantt 70% 2001
PERSONAL DETAILS
Complete Name Edward Richard Route
Date of Birth 2nd July 1983
Marital Status Married

6. EDWARD ROUTE
+91 09158022722 edward22in@gmail.com
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Location Pune (India)
Mobile 09158022722
Email ID edward22in@gmail.com