Adarsh Shukla

  • House No-622,Sector 37,Noida 201301i

Subject Matter Expert with 9 yrs exp in Contract Management (order management,change management)

Career Synopsis:

Total experience of more than 9 years in change management ,Service Request management, Team Management, client interfacing and customer service within managed services operations for various UK based finance/banking and non-finance clients

Work History

Work History
Feb 2009 - Present

Subject Matter Expert

Tech Mahindra

Contract management ,order management, end to end change management that includes pricing,ordering,billing invoicing.

  • Service Request Management: Taking care of end to end change management that deals with raising new request, pricing, ordering, and billing.
  • Updation of document for customer in presentable format, getting it priced and forwarding it for approval.
  • Defining and creating supporting documentation for the Escalation Matrix process and procedures for the contracts to provide transition as a service
  • Procurement:(I Buy).Raising Requisitions, chasing approvers to get those approved, once PO generates, contact suppliers to get the kit delivered on site and thereafter receiving of invoices on I buy for the different suppliers and approve third party Invoices which are raised
  • Ordering: Ordering Cisco Kits/any kind of network or voice services for End Clients of British Telecom (Order Management): Ordering ,Broadband, routers and all kinds of Cisco kit
  • Reporting for various activities such as:
  • Inventory Management (BFGIMS).
  • Service Level Agreement tracker maintenance.

 

  • Billing:
  • Raise invoices from the back up sent by client and getting it updated on Billing Register and GIR.(Global Invoice Register)
  • Prepare billing reports which are shared with client on weekly and monthly calls.

Oct 2005 - Jan 2009

Senior Associate

Wipro
  • Worked as Senior Associate, Technical Support for AOL UK Chat in WIPRO Limited, New Delhi from Oct 2005 till Jan 2009.
  • Providing online Technical Chat Support for UK Customers of AOL Incorporation and Carphone Warehouse.
  • Handling issues related to AOL software, Broadband and Dial Up connection, Email Delivery, Website Access, and other Internet and PC related problems.
  • Helping Customers with a wide range of USB and Ethernet modems and Wireless routers and assisting with problems with home networking and wireless networks.
  • Help member with configuring of Outlook and other mailing client with AOL settings.
  • Providing online Technical Chat Support for UK Customers of AOL Incorporation and Carphone Warehouse.
Sep 2004 - Aug 2005

Senior Retention Associate

Vodafone
  • Worked as Senior Retention Associate cum Team Leader in Vodafone, Lucknow from   Sep’04-Aug’05
  • Handling calls from Collection Agents to retain customers for Company.
  • Real time Technical Floor Support on all Technical queries & Assistance to the Entire Floor
  • Building Daily and Cumulative Reports and providing regular report to the Management and Clients (when required)

Project 1

Deutsche Bank -Tech Mahindra

  • Taking care of the RFP, PO and billing activities for Deutsche Bank contract.
  • Weekly conference calls with the management to discuss the transfer of the activities and the resources assigned.
  • Preparing reports/dashboards which are shared with client on weekly/monthly basis.
  • Raising Purchase orders, chasing approvers to get those approved, receiving of invoices on I buy

for the different suppliers and approve third party Invoices which are raised.

  • Audit of the proposals prepared and further sending it to customer for approval.

Project 2

LBG-SRM Project  - Tech Mahindra

  • Involved in the end to end transitioning of a new BT project –LBG-SRM
  • Weekly conference calls with the management to discuss the transfer of the activities and the resources assigned.
  • Chasing the designers to complete the RTC (Response to Customer)
  • Once Designing part is completed, liaising with third party suppliers to get the relevant quotes and passing onto pricing team to prepare PCT (Pricing Capture Template) for the change.
  • RTC and PCT are sent to Finance team for approval.
  • Once approved RTC along with cost is sent to customer for approval
  • Involve in Internal and External Audits for Quality and Security.

  

Project 3

BUPA-Tech Mahindra

  • Taking care of end to end change management that includes raising new request, pricing, ordering and billing.
  • Ordering Cisco Kits/any kind of network or voice services for End Clients.
  • Contacting different suppliers for different regions or countries and seeking for the quote as per the customer requirement. Preparing the final quote with relevant mark-ups as per Client standards and sending it to the end customer.
  • Responsible for developing and reviewing few internal reports which eventually get delivered to higher management.
  • Pricing of CPE from 3rd party suppliers, primarily CISCO, Westcon, Computacenter etc.
  • Issue resolution & Escalation via calls / emails etc.
  • Reporting for various activities such as:
  • Inventory Management (BFGIMS)
  • Service Level Agreement tracker maintenance.
  • Give weekly updates to client and internal management on the jobs done by me and other member of the team.
  • Weekly conference calls with the management and End client to discuss the transfer of the activities

Education

Education
2000 - 2004

Bachelors Of Information Science

B.B.D. National Institute of Technology & Management
1999

Intermediate

J.N.D.C
1997

High School

CMS

Skills

Skills

Software and tools

  • MS-Excel, MS-Word, Power Point, MS Outlook
  • BMC Remedy
  • I BUY

 

Concepts

  • Complete Knowledge of Service Request Management
  • Operating systems.
  • Procurement, Ordering, Billing

 

Personal details

  • Father’s Name:    Sri. Gopal Shukla
  • Sex:                          Male
  • Add:                         65/60, Station Road. Lucknow (U.P.)
  • Hobbies:                Playing cricket & listening music