A successful Management Professional with 10+ years of experience in Project Management, Transition and Service Delivery

Highly skilled and accomplished IT & Management professional specializing in business analysis, technical authoring, service delivery, training & development, excellent business communication skills, and project management skills with an adaptable, determined and proactive approach to all undertakings.

Work History

Work History
Jun 2009 - Present

Lean & E2E Improvement Consultant

ATOS IT Services India (previously Siemens - SISPL)

Currently working as a Lean Navigator implementing process improvements at Atos worldwide locations using Lean concepts & methodology.

Other responsibilities:

  • Drive, coach and advocate teams on Lean transformation program
  • Improve customer satisfaction through timeliness & quality
  • Improve productivity & Well Being @ Work
  • Identify and implement improvements regarding five key areas: Customer-First, Process Efficiency, Performance Management, Mindset and Behaviors and Organization & Skills

Lean Waves, Location:

  • Traditional Wave - Pfizer, Pune, India
  • End-2-End Monitoring Roll-out Wave, Munich, Germany
  • Traditional Wave - McGraw-Hill, Mumbai, India
  •  End-2-End Change Management Wave, Crewe, UK (ongoing)

Previously worked as a Project management role handling offshore operations and service delivery for multiple customers in North America and the primary contact for all voice transition projects for Voice/telecom technologies supported by Atos.

Successfully led transition services for Voice Technology support for the customers - Siemens GAIN NAM (CMO & FMO), Forest Labs, Towers Watson (NAM, APAC, LATAM), Talecris & McGraw-Hill (NAM, APAC, EMEA).

Jul 2006 - Mar 2009

Senior Project Engineer

Wipro Technologies

Worked on multiple projects in Wipro Technologies handling transition/support functions for different Towers.

Client, Location: Washington Mutual (WaMu), Los Angeles

Job Title : Transition Coordinator

Job Description : Worked as a part of the transition process of the Application and Software Packaging process handling the following key responsibilities at customer site:

  • Transition Management
  • Knowledge Transfer
  • Process Documentation
  • Continous Service Improvement
  • Manage Packaging Lifecycle
  • Build Runbook for Offshore Locations
  • Setup offshore support location

Client, Location: Petrofac UK, Mumbai

Job Title : AD & Exchange Migration Specialist

Job Description : Worked as a part of the migration process of the migrating 7 AD domains and 7 Exchange servers into 1 forest & single domain, handling the following key responsibilities at customer site:

  • Migrate objects from source domain to target domain
  • migrate Exchange objects from source to target
  • Question Migration Manager set-up, administration, configuration and testing
  • Collect input, document test results, identify, follow-up, document and resolve defects
  • Coordinate and cooperate with the client's SME’s
  • Report to the client's SME’s and PM on status, progress, issues and risks

Client, Location: Hewlett Packard NAM, Kolkata

Job Title : Advanced Support Group (ASG)

Job Description : Worked as a part of the technical backbone team for the HP NAM consumer product support offshore team handling the following key responsibilities at customer site:

  • Subject Matter Expert
  • Mentor teams on driving CSAT, FTR & FTF
  • Quarterly Business Review analysis with client
  • SLA & KPI Monitoring
  • Training on creating Sales Opportunities
  • Mentor bottom performers
  • Publish periodic KPI Dahsboards for proactive KPI management

Jul 2004 - Jun 2006

Tech Lead

Hewlett Packard (HP)

Worked as a Tech Lead in Hewlett Packard supporting Level 1, 2 & 3 Support to Microsoft GTSC end users across the Globe. Started as a Subject Matter Expert and was promoted to Tech Lead handling a team of ~18+ MS Engineers. Actively involved for the transition project of GTSC Voice and Email Support.

Other responsibilities:

  • Incident/Change/Problem Management
  • Customer Escalation handling
  • Asset Management
  • File Server Quota Management
  • Exchange Server Planning, Testing & Implementation
  • Security checks through IDAM
  • Lab Equipment setup & Roll-out
  • Active Directory Advance Support
  • People & Performance Management
  • SLA & KPI Monitoring through Realtime Dashboards
  • Transition Management
  • Quality Assurance & Feedback
  • Training & Development

Awarded for Performance in context to Resolution Effectiveness and highest CSAT surveys earned by the team handled.

Sep 2003 - Jul 2004

Technical Support Executive & Escalation Support Specialist

EXL India Pvt. Ltd. (DELL Partner)
  • Responsible for providing Technical Phone support for DELL NAM consumers
  • Configuration & testing of Release-To-Market Hardware
  • Training newcomers and auditing call quality as a Customer Experience Analyst
  • Conduct cross cultural and Voice-n-Accent training

Awarded the Superstar Caller Award for Ranking No. 1 for an entire Quarter in terms of Resolution Rate, FTR and Dispatch %.




Jul 2012 - Jun 2017

Prince 2 Foundation

APMG International
PRINCE2 (PRojects IN Controlled Environments) is a structured project management method based on experience drawn from thousands of projects - and from the contributions of countless project sponsors, Project Managers, project teams, academics, trainers and consultants.

Microsoft Certified Professional (MCP)

Microsoft Corporation

Prince 2 Practitioner

APMG International
Project Management