1. MANOJ KUMAR
G-216 Near old check post Gazipur ▼ New Delhi-96 ▼ INDIA ▼ Ph:+919891996399 ▼ manoj.kumar007@hotmail.com
Proven IT Professional with Experience in Management
PROFILE SUMMARY
 Experience in Service delivery, Projects Management, change management, Datacenter Management and client
Management.
 Information Technology Infrastructure Library (ITIL) and PMP Certified with Expertise in the area of Service
Management, operations and Project Management.
 Having successfully delivered in many leadership roles (Project Manager, Support/Delivery Manager, Account Manager)
in challenging environments with multiple teams, now looking for a dedicated Project manager role.
 Successful in meeting new technical challenges and finding solutions to meet the need of the Process.
 10+ years of IT Service delivery experience with last 4 years focused on Project management
 Worked on IT projects i.e. Application, Migration, New Installation, Decommissioning, Support/maintenance and
Infrastructure. Performed various roles like Project manager, Service Delivery manager, Quality and Assurance Manager.
PROFESSIONAL EXPERIENCE:
May 2013 – Present: Chi Networks Pvt. Ltd
Project & Service Delivery Manager, Chi Networks Pvt.Ltd (May 2013 till date)
Responsibilities as Project Manager
 Application, Migration, Installation, decommissioning and Infrastructure Project management.
 Account level planning of Projects and Resources.
 Budget planning and tracking.
 Client coordination and management
 Project plan creations using MPP and projects status reporting
 Manage risks, monitor progress against schedule and WBS
 Resource identification, Leveling and Loading. Work allocation and monitoring.
 Ensuring Quality deliveries
 Process improvement
Responsibilities as Service Delivery Manager
• To manage the Technical Service staff to ensure consistent and high quality service to the customer's end users in line with all
SLAs
• To maintain an effective and efficient Technical Service Desk tightly linked with customer business objectives.
• To monitor Incident tickets and make sure proper escalations is followed and ticket is closed in desired SLA.
• Ensure continuous improvement of services provided to customer end users.
• Determining the productivity (efficiency and effectiveness) of all the team members.
• Availability Management.

2. • Tracking daily/weekly/monthly SLA compliance, Identifying causes of SLA breaches and finding solution
• Doing constant Meetings with Clients for service delivery satisfaction and try to improve the gaps in the processes.
• Ensure implementation of BOP (Best Operating Practices) in the Service Desk for improved customer satisfaction
• Inventory Management
• Change Management
• Incident Management
August 2007 – May 2013: Prometric Testing Pvt. Ltd
Team Lead Helpdesk & Project Coordinator for IIM Project (April 2011 till May 2013)
Responsibilities as Project Coordinator
• Create Plan to Setup Test center Lab across south India Region.
• Hiring of Resources and training them for the project. Work allocation and monitoring.
• Ensure Major Milestones are completed on time and communicate to all Stakeholders.
• Human Resource Management and ensure Quality deliveries.
• Manage risks, monitor progress against schedule and WBS
• Project Status Reporting
• Providing technical and functional directions to the team
Responsibilities as Team Lead, (Prometric Testing Pvt Ltd)
• Incident and Problem Management
• Problem Prevention - Trend Analysis, Reporting
• Compile, review and distribute information regarding reported infrastructure and application problems.
• Regular and ad-hoc meeting reviewing issues with the Stake Holders
• Managing SLA for the desk.
• Monitoring through CMS to keep a real time check
• Managing Team and achieving targets (AHT, CSI, Productivity, Quality) for individual and team level.
• Weekly Team Performance Review held with the Management to track the performance and action plans implemented
• Maintain customer satisfaction Index as per SLA
• Hiring new people for the desk.
• Handling escalations from clients.
• Reviewing agent’s performance quarterly, half yearly and yearly.
• Periodically reviewing the Operations’ processes
• Identify and develop 2nd level management talent in the team to demonstrate commitment to succession planning and
business continuity
Helpdesk Analyst & Helpdesk Engineer, (Prometric Testing Pvt Ltd ) (August 2007 till April 2011)
Responsibilities as Helpdesk Analyst:-
• Taking front level call’s and Chat.
• Troubleshoot the issues in Timely manner.
• Maintain AHT, CSI, Productivity and Quality Score
• Incident Management
Responsibilities as Helpdesk Engineer:-
• Handle all second level escalation Call’s and Chat.

3. • Maintain AHT, CSI, Productivity and Quality Score
• Problem Management
• Create new Knowledgebase Scripts and update existing one.
September 2006 – August 2007: HCL Technologies
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Sr. Technical Support Officer (September 2006 till August 2007)
Responsibilities:-
• Taking Front level calls
• Troubleshooting with AT&T Internet Services(US Based Internet Service Provider)
• Installing, configuring, implementing, maintaining and providing technical support
• Determining and procuring the Hardware and software requirements and providing solutions and support.
• Providing support to configure router like LINKSYS, D-LINK, NETGEAR.
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ACADEMIC QUALIFICATION:
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Commerce graduate
2 year diploma in pharmacy
Senior Secondary:
2001 – 2002
School:
Board/University: CBSE, DELHI, INDIA
Matriculation:
1999 – 2000
School:
Board/University: CBSE, DELHI, INDIA
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PROFESSIONAL QUALIFICATION:
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• 2007 Microsoft Certified System Engineer (MCSE) (ID: 5673185)
• ITIL V3 Foundation (2012)
• PMP Certified (2016)
• PMI ID: 4556779
• PMP ®
#1942682
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SKILLS IN COMPUTERS:
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Operating Systems: Windows 9x, Windows NT, 2000, Windows XP, windows server 2003.
Reimaging station using Symantec ghost CD, Virtualization windows 2008 R2, Xen server.
Work on Juniper SSG5 Routers, Netgear , Biometrics
COMPETENCIES:

4.  Analytical & Problem solving skills  Self-motivated
 Communication & Interpersonal skills  Customer oriented
 Team player, networking & partnership  Target oriented
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PERSONAL DETAILS:
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NAME : Manoj Kumar
FATHER’S NAME : Chanchal Singh
DATE OF BIRTH : 3RD
April 1985
PERMANENT ADDRESS : G-216 near old check post Gazipur,
New Delhi-110096 INDIA
CORRESPONDENCE ADDRESS: G-216 near old check post Gazipur,
New Delhi-110096 INDIA
CONTACT PHONE NO. : +919891996399
E-MAIL_ID : manoj.kumar007@hotmail.com
Date:
Place: (MANOJ KUMAR)