Brijendra Singh

Working as an Project Manager. Maintaining PAN India locations for client in field of End user IT service Management, Incident and SLA management, Asset Management, Customer relationship, Team Leading and Operation management.

Present Experience: 

• Worked with Progressive Infotech Ltd.

   Client                        :           Suzlon Energy Ltd.

   Report to                   :           VP (Vice President)

   Duration                    :           1 year 1 Months

   Designation               :           Project Manager

         Job Responsibilities as Technical Lead:

•    Managing a site of 6000 by leading a team of 120 resources (Team leads, Operation Manager,             Asset lead, helpdesk)
•    Monitor and review project progress and measure overall performance.
•    Manage and drive teams from multiple technologies/Geo’s to align towards delivering the goal.
•    Handling of business movements effectively to ensure there is zero downtime.
•    Contract Management, SLA, Performance/Progress reporting, CSAT, Process improvisation & New      project management.
•    Mapping client's requirements and rendering effective solutions in line with the guidelines & client     expectations.
•    Identifying customer needs and overseeing service delivery within the business context
•    Participate in periodic reviews with all the internal and external service partners.
•    Responsible for Service Delivery for the customer – in line with the agreed statement of work (SOW) and Service levels (SLA/s), as per the contract
•    Carry end to end accountability of Project management, Operation management, Service level management, CSAT, Project governance, Security compliance, People management, Automation, Vendor management and Continuous service improvement.
•    Handling Desktop compliance for multiple IT controls i.e. AV, SCCM, EEPC, Bitlocker, DLP etc. on 5500+ desktops & Laptops.
•    Responsible to make sure PO should be received from client for any new requirement as per the process.

      Past Experience: 

• Worked with TCS (TATA Consultancy Services)

                Client                         :           Tata Motors

                Report to                   :           Tower Lead

                Duration                    :           July’22 to Oct’22

                Designation               :           Technical Lead

         Job Responsibilities as Technical Lead:

• Same as below as it is only the payroll changes.

      Past Experience: 

• Working with VDA InfoSolutions Pvt. Ltd., Pune.

   Organization              :           VDA Infosolutions Pvt.Ltd., Pune

   Client                         :           Tata Motors

   Report To                  :           Project Manager

   Duration                    :           July 2017 to April’2022

   Designation              :           Operation Manager (EUSS)

         Job Responsibilities as IT Operation Manager: 

• Managing a site of 40000+ users by leading a team of 250+ resources i.e. Team lead, shift leads, engineers
• Lead EUS Daily Operation and People management.
• Review the monthly governance for all corporate office with client
• Review and monitor monthly governance for vendor SLA and services performance.
• Prepare reports, ensure optimal performance, and maintain records of service level agreements for customers.
• Prepare and review all Service Level and Operation Metrics and KPI scorecards for service delivery
• Act as 1st point of contact for End user services (EUS).
• Conduct the quarterly appraisal process with locations Leads and guide them for improvement if needed
• Prepare Shift roaster and ensure service window is adhered at onsite location.
• Monthly Operation review with client.
• Ensure all reports, checklist and IMAC process followed
• Work on Service Improvement areas with help of Problem Management team.
• Timely response and resolution is provided and SLAs are adhered.
• Coordinating with SME and COE for root cause analysis and repeat tickets analysis.
• Provide timely and expert advice on emerging trends and issues affecting service delivery and support.
• Update Knowledge base with help of engineer and conduct cross-domain trainings for engineers and entire team.
• Act as a SPOC/coordinator for internal and external projects teams and vendors.
• Timely escalation in case pending Ticket with vendor
• Ensure engineers are following Information security compliance and adhere ITIL process.
• Meet VIP/ Critical user/ Secretaries proactively
• Responsible for Incident, Service Request, Vendor Management.
• AV and MS patch compliance is adhered. 
• To enable next level support to all engineers and guide them
• To conduct Ticket audit on monthly basis.
• Assist HR with recruiting as and when necessary

        Past Experience:

•  Working with Wipro InfoTech, Pune.

   Organization              :           Wipro InfoTech, Pune

   Client                         :           Bajaj Finserv. & EXL Services Pvt. Ltd

   Report To                  :           Program Manager

   Duration                    :           Jan 2012 to July 2017.

   Designation              :           Operation Manager

        Job Responsibilities as IT Operation Manager:

•    Managing a site of 12000+ users by leading a team of 40+ resources i.e. Shift leads & Engineers
•    Responsible for attrition/Training/Grooming of Shift Lead/Engineers/Asset Lead/Asset IN-Charge.
•    Ensuring adherence of the Service Level Agreement as agreed with client.
•    Maintenance of high level of Customer Satisfaction by addressing the issues raised by clients to the   best of their satisfaction.
• Participate and lead the Customer & meetings with business for the site.
• Automation in service delivery.
• Document the processes in form of SOPs to ensure that consistency is maintained in delivery of every person.
• Do trend analysis of incident to come up with a plan for reduction of incident by concentrating on major contributing factors.
• Perform Quality Checks against various quality parameters & share feedback with analysts.
•    Ensuring that activities of direct or indirect subordinates support the overall area goals.
•    Worked with limited supervision to achieve agreed targets and goals.
•    Provide accurate, effective and timely communications as required.
•    Maintain and create technical and end user documentation.
•     Resource Management utilization.
•    Focus on grooming resources from L1 to L2, L2 to L3 within selected timelines.
•    Creating daily performance report for team.
•    Ensuring desktops and Laptops compliance on audit parameters clients and other audits.
•    Handling incident, initiating and leading bridge call in event for major incident.
•    Preparation & publishing of monthly and weekly report such as monthly operation EUSS deck, appreciation call reports, AV reports etc.
•    Take daily team huddle on the open queue.
•     Coordination with Server and Network team for call closer within TAT.
•     Initiating Bridge calls & Group chats with technical teams and customer to track the status of outage       

         Job Responsibilities as Engineer:

•    Working as a desktop engineer              
•    Providing Level 1 support for Telephony and Networks 
•    Active Directory Administration (L-1).
•    Providing VIP support for the company.
•    Troubleshooting on application like Citrix.
•    Implementing the McAfee Endpoint Encryption on user’s laptops for security purpose.
•    Installing and managing windows client desktop (windows XP, Vista & 7).
•    Setting up email address in Microsoft Outlook and training users on the same whenever necessary.
•    Configuration of Print devices (network and local) on desktops and laptops.
•    Creating Profiles to users for customizing desktop settings.
•    Regularly updating (weekly, fortnightly, monthly) Windows Service Packs and Patches.
•    Installing and updating of McAfee Anti-virus version 8.7.
•    Troubleshooting hardware and software related problems on Windows platform.
•    Installing and troubleshooting the problems related Network, Printer, scanner and Fax.
•    Regular Backup of users data through Avamar client as and when needed at AVAMAR server.

         Past Experience:

         Working with Microland, Gurgaon.

   Organization              :           Microland Ltd., Gurgaon.

   Client                         :           EXL Services Pvt. Ltd (Noida, SEZ)

   Report To                  :           Shift Manager

   Duration                    :           Feb. 2011 to Dec 2011

   Designation              :           Desktop Support Engineer (L-1)

         Job Responsibilities:

•    Same as above as it was only a payroll move. 

        Worked in Advance Group of Computers, Delhi.

Organization              :           Advance Retail, Tilak nagar, Delhi.

Reports To                :           Senior Engineer 

Duration                    :           Nov 2008 to Oct 2010 

Designation                :           Desktop Support Engineer

   Support Accountabilities:

• Remotely Support Resolution to users at different Locations through CF1 tool.
• L1 Support of Server/Network.
• Experience in Laptop/Desktop/Remote support.
• Responsible for all major activities and new up-gradation on site.
• Co-ordinate with the IT Team to sort out any major problem. This involves testing and

   troubleshooting the problem

• Troubleshooting of Hardware, Operating System, and Network with Business Application.
• Deployment of latest patches and its implementation on systems through SCCM.
• Configuration & troubleshooting of MS Outlook 2003 and 2007 at client end.
• Uploading & Deployment of Image (OS) through WDS & RIS.
• Looking after maintenance of hardware of various brands including Compaq, HP, IBM, Dell, Acer, etc.
• Installation of Network printers & Local printer on systems.
• Configure the proxy on the client sides for accessing internet.
• Troubleshooting & configuring Wi-Fi (Wireless) and Data Card.

Professional Qualification 

• Completed training of MCSE & CCNA from Jet king.
• Completed Jet king Certified Hardware Networking Professional from Delhi.

Academic Qualification 

• B.Sc. Passed from Bundelkhand University Jhansi.
• 12th Passed from Allahabad board in from Jhansi.
• 10th Passed from CBSE board in from Jhansi.