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Nirmal Kumar G

Data Analysis ~ Project Management ~ Reporting ~ Customer Support


A versatile analyst with exceptional record of delivering cost effective, high performance technology solutions to meet challenging business demands. An accomplished and fluent communicator with strong investigation, problem-solving and decision-making skills, combined with a pragmatic approach and sound business acumen. Extensive qualifications in all facets of information systems methodology from conceptual design through documentation, implementation, user training, quality review, and enhancement. Worked extensively with Fortune 1000 companies.

Professional Experience

May 2012Present

Sr. Specialist / Project Co-ordinator

NetApp India Pvt. Ltd.

Project: Global Trade Compliance Project
Mis-match in Part Request To Addresses and Service Report To Addresses were cleansed as per Global Trade Compliance to fix the historical records to match the existing/validated/cmated records in our database. 

  • Developed Root Cause Analysis report using MS Office
  • Identifying deficiencies in business systems
  • Reported weekly system performance metrics
  • Created, maintained and evolved documentation for change management process
  • Analyse gathered requirements data, verify requirements and create business requirement specifications (BRS)
  • Provide transactional support and root cause corrective action for service entitlement issues and installed base moves, add and change over the life of a support contract.
  • Provide subject matter expertise for service entitlement and service data management procedures and tasks.
  • Provide various trouble-shooting and root cause analyses to determine where service failures have occurred, and reporting such findings
  • Created slide presentations for quarterly business reviews for corporate-level management documenting business status, performance, and pending business initiatives
  • Achieved or exceeded all position objectives, applying attention to detail and methodical approach to fulfil goals. Brought fresh insight and leveraged talent for deriving simple solutions to complex problems to solve various operational problems and process inefficiencies

Project: Incomplete Post-Headswap

Project was formed to clear active instances of a serial number which had to be cleansed. I identified this error which was a major data clean up activity impacting customer’s business. Below activities were undertaken as part of project management:

  • Worked with the Business Analytics team to identify potential serial numbers which impacts customers who does business transactions between $5 Million - $10 Million
  • Found 2,000 serial numbers which needs to be cleansed and which required to match the data of what customer’s purchased on sales quote
  • Created case study for documentation
  • Prepared report to analyse financial risk factor and compliance issues.
  • Hired a team of 6 capable minds to complete the task
  • Complied and Delivered results to the senior management from the project phase to a secure estimated date of completion
  • Project completed with careful risk analysis and manpower management

Project: PCINMI (Peripheral Component Interconnect Non-maskable interrupt)

PCINMI project was supposed to be one of NetApp’s biggest project. A small glitch in the computer system caused outage and failure of systems for around 10,000 customers. Below activities were undertaken as part of project management:

  • Worked with the System Engineers, IT, Technical Support Engineers to identify potential risk.
  • Analysis of systems that were to be re-mediated was performed.
  • A measure of Proactive re-mediation was put into action.
  • Analysis of Risk Management was performed.
  • Complied and Delivered results to the senior management from the project phase to a secure estimated date of completion.
  • Project completed with careful risk analysis and manpower management.
Oct 2011Apr 2012

Specialist - Service Entitlements

Convergys India Services Pvt. Ltd.
  • Training new hire(s)
  • Quality Auditor
  • Subject Matter Expert for NetApp Data Management Processes
May 2010Sep 2011

Analyst - Service Entitlements

NetApp India Pvt. Ltd. (Manpower and Workforce Logic)

Project: Scripting Transition

Project was initiated to maintain and effectively handle script requests across the cross functional teams thus decreasing the repeated work load on the IT team.

  • Point of Contact for Script Request to process multiple orders.
  • User Acceptance Test.
  • Debug Quotes.
  • Create and Test Blank work order / quotes for the customer.
  • Prepared workflow for better understanding of the processes.
  • Entitlement and Protocol Transfers in SAP
  • Product Registration / Location Update Cases
  • Open ticket for CMAT team for Address/Name change requests on Companies and/or sites with CMAT IDs
  • Merge duplicate Company and Site records
  • Creating/Updating/Deleting Alerts
  • Creating Grace Period contract
  • Change Contract Type by Creating New Contract: (ASP/SP/Standard)
  • Updating Entitlement (Service Levels)
  • "Fix-It" RMAs - including Headswap Protocol Transfers in Oracle and SAP
  • Contract Mismatch Cases (Match Contract Owner and S/N Owner)
  • Exception Contracts (Correct contracts the interface designates as having errors)
  • Fix Missing serial numbers/protocols
Sep 2007May 2010

Sr. Customer Service Associate

Accenture India Pvt. Ltd.

Served as first line of contact for customers. Answered detailed questions and routed calls to appropriate representatives. Trained and mentored new office staff in policies and procedures. Performed word processing, data entry, and spreadsheet work using Microsoft Office applications.

  • Generated daily/weekly & monthly Business dashboards & Scorecards to the Operations
  • Defused volatile customer situations calmly and courteously. Preparing reports on the activities of the Customer Care department or team.
  • Referred unresolved customer grievances to designated departments for further investigation
  • Rendered useful administrative support to other members of the customer care team




Microsoft Certified Professional (MCP)

Microsoft Corp.

Certification ID: 5708471

PC Support and Networking Specialist

Indian Institute of Hardware Technology


Microsoft Excel
  • Advance Excel Functions
  • Vlookup
  • PowerPivot
  • Charts
  • Slicers and Visualizations
  • Basic SQL Operations
Microsoft Access
  • Creation of Tables, Forms, Reports
Microsoft Word & Powerpoint
  • Visualizations

Awards & Recognition

  • Installed Base Operations Excellence Award for SCA for FY15 Q3 for rendering outstanding report management support to the Global Trade Compliance project

  • Performance Excellence in the SCA team for FY14