Karan Hada

Experience

• 

  HCL Infosystems Ltd.

  Feb 2004 - Dec 2004

  Customer Support Engineer

  • Joined as a IT Hardware engineer to support the Direct customer of HCL, like Banking / M&D (HZL/LNJ/Vedanta/Shree Cement/HMT/Sangam Sutings/Ambuja), Railway, Govt. intuitions (NIC/University/Collage/Schools) where the HCL supplied HW was installed.• I was attending the Pure HW calls, related to Desktop and Printers (DMP/LJ/DJ/LMP Printers)• Having the hands on Wipro / IBM/ Printronix / Lipi Lime Matrix Printer (LMP), and Lipi High Speed printer.• Supporting the Server HW and peripheral calls like HDD/Keyboards/Mouse/DAT/CD Roam/ SMPS replacement etc.• Also have knowledge of Novell Netware.• Rollout Pinnacle banking application for Bank of Rajasthan and Punjab National bank for 15 Branches. From • Responsible to look after for installation and Maintenance of Newly supplied Servers, Printers & PC’s.• AMC Collection & New tender quotation.• Regular meeting in Small & Medium Industries as per customer engagement program and Building New Business opportunity.• Call co-ordination with the other regions Engineers• Maintaining the K-Base for faster resolution of calls and Maintaining Own K-Base.• Responsible for end to end engagement, delivery and client satisfaction for allocated support area. Show less

• 

  CMS Computers Limited (INDIA)

  Dec 2004 - May 2007

  Senior System Engineer

  • Worked as IT FMS Engineer with IBM on Bharti Project.• Supporting the End User Computing calls and Escalations.• Providing the resolution and Maintaining the SLA as per agreed with Customer.• New Application UAT testing and NW Troubleshooting and Server Hygiene maintenance.• Coordination with other resolver groups for timely closer of calls and end user satisfaction.• Did the asset Management for Bharti three Locations and updating the detail in AMT Portal, mapping of assets with User ID and timely updating of AMT tool.• IMAC Incident closer and timely handover of assets to user.• Maintaining the Asset inventory and stock details of location.• End Computing Security Patching and Max % update of Antivirus.• Running Nessus Security scan and patching of system to close the Network holes in LAN environment to avoid external hackers and virus attack.• Supporting the CXO / VIP / Key Users.• Biggest size office/Location handled by me without any additional manpower was having the capacity of 140 Users in a single roof.• Was managing the three small office Locations, capacity of 20 to 35 Users per location.• Sharing the Daily updates and reports with PM, like Asset/ Incident/ User Major Incident / Productivity Report and Pending call analyses.• Using the CRM portal for call management and incident update. Show less

• 

  Bharti Airtel

  May 2007 - Feb 2012

  • Handled - Customer interaction on monthly and quarterly meetings for SLA review, understanding pain areas of customer and resolving the customer issue within the committed time.• Managing internal factories for faster resolution of customer problems. Reviewing on a monthly basis.• Aligning allocated manpower based on SLA commitment to the customer• Training entry level support staff for customer responsiveness. Weekly reviewing the team for key concern areas (internally & externally)• Root cause analysis & Trend analysis of support issues.• ASP Management – coordinating with ASP’s (monthly review meetings) for timely closure of issues. Arranging trainings and latest technical updates for ASP Engineers to ensure quality work.• Providing technical orientation to the customers to improve their network and other IT services in line with the Pre-sales team• Providing technical support to Data Sales Team post implementation for enhancing executed solution for customer at first level.Achievements: • CEO Award for Best Delivery (Yearly) – Individual (2009) Show less • Responsible for the timely resolution of customer complaints for data services (Terrestrial & VSAT, GSM PRI Solution). • Repeat complaint management & Root cause analysis.• Review meeting with Key Customers on periodic basis to ensure the Quality of Support services.• Spare Management for the region to ensure the maximum uptime.• Expert level support on customer network and related faults, a high level of operational support for Data, IP, MPLS.• Perform testing / troubleshooting as required. Co-ordinate/ communicates with internal/ external personnel/ agencies as and when required.• Handle technical escalations from corresponding personnel/ agencies regarding customer issues. • Apply and supervise all Disruptive Network changes in their time frame. • Excellent knowledge of WAN technologies, all Transmission technologies, Layer-2 and Layer-3 devices, and overall network topology used for wan connectivity solutions.• Monthly review with ASP’s, identify their training needs and improvement. Show less

  • Service Account Manager

    Jul 2009 - Feb 2012

  • Team Lead

    May 2007 - Jun 2009
• 

  Cognizant

  Mar 2012 - now

  Client Name: Aditya Birla Fashion & Retail Limited (Pantaloons) Reporting: Client Site • Managing the customer store, warehouse and office IT infrastructure support.• Maintain the agreed SLA and timely delivery of Projects and rollouts.• Managing team of 80+ Associate, 1 Project Manager, 4 team Leads engaged in customer delivery, distributed PAN India. Preparing project plan for new rollouts & Migrations and monitoring of execution and sharing dashboards and updates.• Involve in SIP for better operations efficiency and reduction of manual efforts and value to customer.• Manage Business reviews with customer w.r.t IT infra.• Manage and drive client critical event (End of session sale, Puja sale) centrally w.r.t IT infra readiness for 100% uptime of IT assets.• New store rollouts and Revamp of existing sites, office and Ware house. • Yearly store visits to take user feedback on IT support services and take spread awareness to users w.r.t IT best practices.• Contribute to client for introduction of technical projects w.r.t. IT Infra and Help them to plan and execute the same.• Support P&L management for billing.• Conduct Weekly, Monthly service reviews with client.• Conduct Monthly Project Management review with delivery director.Achievements: • Best Service Delivery Award (Yearly) – Team Award (2016)• APAC - Emerging Engagement for the Year (Yearly) – Team Award (2017)• ARETE – Quarterly Stellar Award - Individual (2017) Show less Client Name: Future Group RetailReporting: Client Site • Managing the agreed SLA and Deliver the additional projects and rollouts.• Proper utilization of Manpower allocated to project. Achieve the set goals and proper delivery of services without any interruption in SLA and BAU activity.• Handling the team size of 90+ Associate engaged in customer delivery, distributed in 4 states and managing the biggest Size of total customer SWO Volume.• Managing New store rollouts and Revamp of existing sites and offices. • Testing of New rollouts and application in production environment and share the results with ADSE Team.• Involve in SIP for better operations efficiency and reduction of manual efforts and value to customer.• Involved in all the new initiative of customers relevant to SWO from the day one for Data Collection, KPI analysis, testing till POC and Implementation in Live environment.• Vendor coordination and timely review on agreed SLA parameters with Key Vendors.• Asset Management and IMAC implementation. Also working for simplification of the process flow as per customer vertical alignment. • Ensuring compliance with ITIL through the development of associated processes and internal procedures.• Business meetings with all the business Heads to understand the Business requirement form IT and work to improve• Encouraging, identifying and developing best practice strategy.• Escalation point (technical and service) for engineering and service delivery.• Manage all technical efforts for integrating new and existing technologies.• Implement work plans for all information systems and infrastructure related to SWO.• Initiate and coordinate cross functional teams for rapid response to critical situations. Show less

  • Service Delivery Manager

    Feb 2015 - now

  • Senior Operations Associate

    Mar 2012 - Feb 2015