Arun Kumar

Experience

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  PC Solutions

  Oct 2002 - Sept 2004

  Senior Customer Support Engineer

  • Installation and configuration of HP, IBM Server, and Storage• Provided technical support to Hewlett Packard customers on Different Model of MSA, NAS Box.• Giving support for CTR (commitment time to resolve) Customer of Wipro.• Proactive management of Compaq servers monitoring through Compaq Insight Manager Console, SNMP and Email Alert forwarding of error messages.• Providing Technical Support to customer in their day-to-day functions and projects.• Support various initiatives likes’ up-gradations of Antivirus, Migrations, Service packs, Hot fixes and patches, Servers/Storage firmware and BIOS etc. as proactive management Show less

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  Wipro Limited

  Sept 2004 - Dec 2021

  - Managed over all regional operation of North India- Managed Help Desk Service Delivery and performance. Coordinate overall services with customer for daily customer support (24/7)- Incident, SR & Major Incident Management- Service Delivery as per SLA agreed- Availability of skilled engineer for projects and break fix- Customer escalation management- Transactional CSAT- Monthly meeting with customer - Ensuring operations teams are aware of changes and are prepared- Resource Tenure movement Show less - Planning, Monitoring, Developing and accessing complete North India with respect to Daily Incidents and Service request for multiple clients.- Continuous service improvement in Incident management and MIMP.- Monitor & Mentor team for all incidents to be allocated and addressed timely - Incident Monitoring and escalation to next level if same is not addressed within defined thresholds. - Compliance & Ownership on all Major incident management process along with RCA, communication to respective stake holders. - New Joinee training/induction in terms of Service Desk Guidelines/Call Handling process. - Handle the Second level of escalations from the internal & external customer effectively. - Shift roaster planning and deputation. - Handling first level escalation. Getting into day today escalations from Service Desk Manager. - Managing 100 % closure w.r.t incident and SR end to end - Ensuring Minimum escalations and 100% closure - Transaction Survey (C-Sat) Index to be as per norm. Corrective action for 100% poor and dissatisfied customers within 1 day from the survey date- Resolution SLA to be at 90% as committed to customers, data only from CRM- Pending Tasks more than 3 days to be less than 20 for large regions and less than 10 for small regions- Complete Process Adherence in regard to Changes in CRM , Zero NC , weekly and Monthly reviews ,Service delivery adherence- Setting and Managing Productivity and Utilization for Complete Resource Pool of 60 Resources- Capacity Planning for Complete Pool - Technical Skill Planning and Nice Skilling with up gradation Plan. - Customer Escalation handling.- Talent Pool and bench Manage according to Multiple Customer Skill and resource availability - Resource Tenure movement - Field and project roster Planning and Managing fortnightly basis.- Managing Resources for all internal and external time based tasks. Show less • Taking care of field escalation, new implementations, New project Handover with help of 7 team members• Planning Engineer Training and Certification• Tasked with working across wide range of departments, Pre-Sales & Sales staff, and Level I, II, and III technical engineers to ensure partner satisfaction• Auditing service and resourcing partners• Resource technical evaluations• Provided/organizing Training for field Engineer & RE & Certification. • Critical Spare planning• Identified and analyse technical trends and provides appropriate feedback to Product Management and Engineering.• Evaluation of New Products and Technologies as per Business and Support Requirements.• Pre-Sales and Practice support on New Trends & Technology such as, MNC Hardware Platform Technology Integration, & High Availability Services.• Service Improvement Plan for Customers or Assigned Accounts.• RCA, Documentation and Field Materials preparation, evaluation and release. Show less Worked as resident engineer at GENPACT. Responsible for managing maintaining HP, DELL server and storages.• Monitoring of HP, DELL Server and Storage• Provided technical support to Hewlett Packard customers on Different Model of MSA, NAS Box.• Giving support for CTR (commitment time to resolve) Customer of Wipro.• Proactive management of Compaq servers monitoring through Compaq Insight Manager Console, SNMP and Email Alert forwarding of error messages.• Providing Technical Support to customer in their day-to-day functions and projects.• Support various initiatives likes’ up-gradations of Antivirus, Migrations, Service packs, Hot fixes and patches, Servers/Storage firmware and BIOS etc. as proactive management. Show less

  • Service Delivery Manager

    Jul 2019 - Dec 2021

  • Manager Service Next Operations

    Apr 2016 - Jul 2019

  • Technical Resource Manager

    Aug 2012 - Mar 2016

  • Technical Specilaist

    Sept 2006 - Aug 2012

  • Sr. Engineer

    Sept 2004 - Sept 2006
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  Innefu Labs Pvt. Ltd.

  Dec 2021 - Jul 2023

  Responsible for over all support and implementation of the projects.Collaborate with cross-functional teams, including software developers, testers, and project managers, to ensure seamless integration of software builds and deployments.Project Title: AuthShield - Biometrics based Multifactor Authentication – Reliance Industries, Reliance Jio, MAF Dubai, National Informatics Centre, Pinelabs, Innodata, AU BankProject Description: This Project involves deployment Innefu’s AuthShield Multifactor Authentication Solution. The solution protects various customer systems including Windows Login, Zimbra mail, ME Exchange, Office 365 etc, and other applications by use of Biometrics and a second factor of AuthenticationProject Title: FRS (Facial Recognition System)-ICICI, Delhi PoliceProject Description: Facial recognition is a method of identifying or confirming an individual’s identity using their face. Facial recognition systems can be used to identify people in photos, videos, or in real-time. Show less

  • Project Head

    Jul 2022 - Jul 2023

  • Associate Project Manager

    Dec 2021 - Jun 2022
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  Alstonia Consulting LLP

  Jul 2023 - now

  Project Manager

  Responsible for supporting complete IT infrastructure support (24/7) including CBS applications, database, network, servers, storages.Helpdesk Management, roster management for different domains, change management, Monitoring and tracking of project progress, risk mitigation. Submission of Weekly, Monthly, Quarterly report as per rfp including SLA. Tracking of P1, P2 tickets, RCA, MIR