Sharad Kumar

Experience

• 

  HCL Infosystems Ltd.

  Sept 2007 - May 2015

  ➢ Administered:(Data Center/Racks/ Storage/ Network Equipment/ Security Devices- CCTV/Finger Print Devices/Server/ Laptop/ Desktop/ Printers, etc.)❖ Manage the overall execution of the Dell project, ensuring timely andsuccessful delivery of field operations.❖ Managed onsite Support Services for Data Center/Racks/Servers/NetworkEquipment/Workstation/Laptop/Desktop/Security Equipment & Peripherals.❖ Customer Call resolution as per defined SLA, Dell process adherence atonsite services to achieve all KPIs (ETA time/FTC/DTC/Deferral/OCB etc.).❖ Provide Critical Servers Support for Dell Core/Pro/Gold Customers.❖ Coordinate the deployment, installation, and configuration of data centerequipment, racks, storage, network devices, and security devices.❖ SLC Team management, fixation of ETA with the customer.❖ Provide Critical Servers Support for Dell Core/Pro/Gold Customers.❖ Reporting to Dell (Field Service issues/Completed Tags/ Cx. Feedbacks etc.)❖ Managing onsite Field audits to identify the gaps in Field Services.❖ Reviewing with Team Leaders on a daily basis regarding Team performancein terms of KPIs (ETA Compliance/RTU/FTC/DTC/Deferral/OCB).❖ Reviewing with Call Coordinators on a daily basis in terms of KPIs (ServiceSchedule, Schedule Gap, RTU, Customer follow-ups & OCB).❖ Managing e-Survey with Customers to know the ground-level service reality.❖ Managing on a daily basis Customer Heat Check data & identify the gapswhere Customer expectations are not set & escalate to Dell in terms of Fusion.❖ Follow up with Dell on Escalation Cases till closer.❖ Enabling Training & motivation to the Team monthly/Quarterly as per Projectrequirements.❖ Attend Monthly review with Dell regarding Service in terms of all KPIs.❖ Managing and reviewing the Team. Monitor Team performance on a dailybasis (CRM).❖ Ensuring more than 98.4% customer satisfaction.❖ Follow up with Vendors/Dell till oriented results.❖ Provide 24*7 support for Core/Pro Support Customers. Show less ➢ Administered:❖ Managing Team Leaders and help to close critical cases. Monitor Teamperformance on daily Basis.❖ Development of Team members technically and personally.❖ Shouldered responsibility of solving all hardware and network relatedproblems, troubleshoot & resolve IT asset’s related issues.❖ Managed the regular maintenance of Server/Workstation/Laptop/Desktop/Printers and peripherals & networking & security equipment’s to ensureminimum possible downtime at the user end.❖ Callboard Team handling (Incident Check/CE Route Plan/Updation/Closure).❖ SCM Operation & Logistics handling -Store, Spare Transactions through SAP❖ Testing & Repairing Centre, Remote Resolution Support handling.❖ Enablement of Periodic Preventing Maintenance & update records.❖ Ensured more than 97% customer satisfaction.❖ Enablement in Revenue growth by ensuring healthy & quality supportservices to all Customers.❖ Ensure Business Growth through AMC renewals and enhance coverage inassigned territory (Depth & Width) via business approach. Show less ➢ Administered:❖ Handling overall responsibilities of 4 Districts (Farrukhabad, Kannauj, Etawa,Mainpuri) in terms of Revenue, AMC, Support & other Critical Projects too.❖ SLA compliance for different customers, achievement of all KPIs.❖ Revenue growth by making new customers for the company.❖ Shouldered responsibility for solving all hardware and network-relatedproblems, troubleshoot & resolve IT asset’s related issues.❖ Managing Team and helping to close critical cases. Monitor Team performanceon a daily basis & ensuring maximum results are obtained as per KRA.❖ Enablement of Periodic Preventing Maintenance & update records. Show less * Administered : Maintained 1000+ Desktops and Servers in Domains/workgroup. Installation & Support OS platform Windows: Windows 2K Server, 2K3Server, XP, 2K Operating Systems. Installation & Support OS platform Linux: RedHat, Ubuntu OperatingSystems. Operations related to Hardware Support to end users. System and Networking administration and support. Migration of OS or patch related up-gradation. Mail Configuration, application support, peripheral support etc. Show less

  • Field Operation Manager (SPoC : Dell Project – Noida/Delhi-NCR)

    Sept 2012 - May 2015

  • Sr. Team Leader -IT Service and Business Deployment (Entire Lucknow)

    Apr 2011 - Aug 2012

  • Team Leader -IT Service and Business Deployment (Area Office-Kanpur)

    Jun 2009 - Mar 2011

  • Residential Service Engineer- HBTI-Kanpur

    Apr 2008 - May 2009

  • Residential Service Engineer- FGF-Kanpur

    Sept 2007 - May 2008
• 

  Lava International Limited

  Jun 2015 - now

  ➢Customer Service Operation Management:❖ Devising methods to ensure the availability of basic infrastructure & hygiene todeliver excellent Customer handling experience at Service Centers.❖ Developing operational excellence through the implementation of Service Processes & Policies and imparting knowledge to the last person in Customer Service.❖ Design & implement efficient and customer-centric processes for handlingcustomer inquiries, complaints, and requests.❖ Continuously evaluate and improve customer service processes toenhance effectiveness and efficiency.❖ Establish and monitor KPIs to measure customer service performance.❖ Audit and Process governance at Service Partners.➢ Service Asset Management:❖ 5S Process maintained for Service Assets Management at ASP premises.❖ Maintain a comprehensive inventory of assets, including details such asownership, location, and relevant specifications.❖ Good Spare Part inventory reconciliation as per process.❖ Ensuring Smooth return Process of DOA, Defective PCBA, and Defective Parts from the Service Partner.➢ Impart Training/Product Knowledge to Service Partner:❖ Develop comprehensive training programs specifically designed to enhanceproduct knowledge and repairing skills.❖ Regularly communicate product updates, known issues, and solutionsthrough technical bulletins or newsletters.❖ Provide constructive feedback and identify areas for improvement.➢ Service Partner Life Cycle Management (LCM):❖ Develop selection criteria and a robust evaluation process to choose themost suitable partners.❖ Appointment and replacement of Service Partners as per Service Blueprint.❖ Establish key performance indicators (KPIs) and service level agreements(SLAs) to measure partner performance.❖ Cultivate strong relationships with Service partners based on trust,transparency, and effective communication.❖ Recognize and reward outstanding partner performance to foster loyaltyand motivation. Show less ➢ Administered: - Distribution Excellence➢ Sales Strategy and Leadership:❖ Develop and implement effective sales strategies to achieve revenue andgrowth targets.❖ Lead and manage a Sales team, providing guidance, motivation & coachingto optimize performance.❖ Plan and allocate sales territories to ensure efficient coverage & maximummarket penetration. Develop & Execute beat plans as per Company norms.❖ Conduct market research on Retail Universe for max. coverage & analyzesales data to identify trends, opportunities, and competitive threats.❖ Set sales targets, monitor performance, and implement performanceimprovement plans.➢ Customer Relationship Management:❖ Build and maintain strong relationships with Distributors & Retailers etc.❖ Foster customer loyalty, and drive sales through exceptional customer service.❖ Identify Market & Customer needs, provide product recommendations, andaddress inquiries and concerns.➢ Sales Training and Development:❖ Conduct sales training on Products/ CRMs/ Scheme enrolment/ MinimumOperating Price-MOP/ Recommended Operating Price-ROP & provideongoing coaching to improve sales techniques and sales reach.❖ Coaching on BTL Management: Adhere to Shop inside/outside Brand visibility.❖ Ensure placement of Demo/Dummy at outlets as per Company norms.➢ Distributors Life Cycle Management (LCM):❖ Develop an onboarding program to familiarize distributors with Company'sproducts, processes, and systems.❖ Provide comprehensive training on product features, benefits, competitiveadvantages, and sales techniques.❖ Clearly communicate expectations, policies, & performance metrics to set afoundation for a successful partnership.❖ Establish KPIs to measure the DBRs performance.❖ Provide ongoing support, guidance, and resources to help distributors toachieve their targets.❖ Collaborate on marketing initiatives, promotions, and product launches todrive sales and market penetration.❖ Evaluate DBR performance periodically. Show less ➢ Process Excellence: Process Analysis and Optimization:❖ Analyze existing business processes to identify inefficiencies, bottlenecks,and areas for improvement.❖ Collaborate with cross-functional teams to gather process-related data andinsights & make As-IS process to To-BE Process through BRDs.❖ Discuss the TO-BE process state with the IT Team for development.❖ Testing of the IT developments from a CSD perspective.❖ Design and implement process improvement initiatives to streamlineoperations, enhance productivity, and reduce costs.❖ Document SOPs and standardize processes, ensuring clear and consistentprocedures and workflows.❖ Roll out the process & monitor it for smooth implementation.❖ Ensure process implementation smoothly with sustenance in our work andOrganization.➢ IT Project Delivery: Project Planning & Execution:❖ Define project scope, objectives, deliverables, and timelines.❖ Develop project plans, resource allocation, budgeting, and risk assessment.❖ Coordinate and collaborate with cross-functional teams, stakeholders, andvendors to ensure project milestones are met.❖ Monitor project progress, identify deviations, and take corrective actions tokeep projects on track.❖ Manage stakeholder expectations, address concerns, and provide regularproject updates.❖ Monitor project risks and take proactive measures to mitigate and managethem effectively.❖ Develop and execute test plans, including functional and user acceptancetesting. Ensure adherence to quality standards and best practices throughout theproject lifecycle.❖ Plan and execute change management strategies to facilitate the smoothadoption of project deliverables.❖ Communicate project changes and impart training to End-users. Show less

  • Senior Manager- Customer Service Delivery

    Sept 2020 - now

  • Distribution Manager- Business Development & Growth

    Jun 2018 - Aug 2020

  • Role: Assistant Manager- Process Excellence & IT Project Delivery

    Jun 2015 - May 2018
• 

  CSK Information Technology Pvt Ltd

  Oct 2023 - now

  Key Account Manager