Naveen Kumar Yadav

Experience

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  CMS Infosystems Pvt. Ltd.

  Jul 2006 - Oct 2007

  Associate Technical Engineer

  Project:: Bharti Televentures Ltd(BTVL), Gurgaon. Bajaj Allianz,Nehru Place,CP and Janakpuri(CMS Computer Ltd. is a premier IT conglomerate providing solutions for many prestigious MNC's of different sectors like Banking, insurance, finance, & various industries)ResponsibilitiesInstallation, Configuration and troubleshooting of Windows NT 4.0 Workstation, Windows 2000 Professional, Windows Xp Professional.Installation, Configuration and troubleshooting of Various Oracle Products (Oracle 8i/9i Server/Client, Oracle Hyperion Essbase, Oracle Developer 2000, ADI 7.1.1.10.1/7.2.8, Discoverer 3.0/3.1/4.0 etc.Troubleshooting LAN, WAN and applications like Citrix, Host Explorer; Supporting End User the resolution of the ticket logged at the L1 Helpdesk. And Providing Root Cause and Analysis (RCA) and maintaining SLA to the Management for the delayed cases. Show less

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  IBM InfoServices

  Nov 2007 - Nov 2008

  Technical Engineer

  InfoServices is a company establised by hard-core technocrates from IT industry. It is formed with the sole purpose of rendering quality customer services to IBM global services.Troubleshooting the Lotus notes mailing issues at the Client level including the configuration of the lotus id and Creating the local replica on the system. Handling the helpdesk team and guiding them in the process of Call Logging, Monitoring and Assignation of Tickets to the Concerned IT Engineer using Manage Now and Lotus based Helpdesk Management Tool. Setting priorities and impact of incidents and making sure to meet the SLA. Acting as the concerned person for all the processes of RACF/Lotus ID creation and deletion and coordinating with the PAC-HP team in Benton and Harbor using the Clarify tool for the same. Looking after the SAP ticket flows and assigning them in the correct queues and following up with the CPQ_Security-Asia team in Bangalore-HP.Looking after the processes like SOD, User ID Management, IMAC, VPN ID Creation/Deletion etc. Handling the user call escalations like SLA_HOLD, Deferred And outstanding call tickets and tracking the logged tickets till closure and escalating it as per escalation chart. Collecting Users’ feedback to further enhance customer’s satisfaction level. Show less

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  Fiserv

  Dec 2008 - Aug 2010

  System Support Engineer

  Managing IT Infrastructure Services1. Managing IT Helpdesk Support and procedures. Handling all the IT activities performed on daily basis, providing IT FM services according to client’s requirements round the clock.2. Responsible to provide Desktop and network level support including testing, maintenance, troubleshooting and installation.3. Installation of SQL server 2005, 2008, Visual Studio 2008, troubleshooting and setting the connection with databases. Installation of IIS server without giving admin rights to the user.4. Domain User Id creation, Renaming and Group Membership creation on Active Directory.5. Giving permissions to individual users on File Server.6. Configuration of the Microsoft Office Outlook Ids and Troubleshooting mailing issues.7. L1 troubleshooting of VPN and maintaining admin rights for individual application like SQL, Visual Studio etc.8. Handling the helpdesk team and guiding them in the process of Call Logging, Monitoring and Assignation of Tickets to the concerned IT Engineer using Advent net Tool for ticket logging. Show less

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  Tata Consultancy Services

  Sept 2010 - now

  Role: Delivery PartnerI own the delivery in the customer relationship and is accountable for enhancing the value of existing relationships for both customer and TCS, through meeting all contractual obligations, managing customer experience and focus on business outcomesArea of responsibility Contractual and Financial management:- Monitor and report performance against contractual obligations and ensure that all contractual obligations are met- Monitor all the financial parameters (revenue, billing, unallocated associates, gross margins etc.) and provide delivery related inputs for contract creation and renewal, as applicable- Prevent revenue leakage (TCV to revenue) and drive on-time billing in line with the delivery milestones, as applicable- Manage costs in line with budgets with a focus on efficiency and productivity- Assess scope change revenue and project profitabilityEnable Business Development- Support Pre-sales and sales teams in developing and presenting the service offerings to the customer- Provide customer contextual insights to client partner to facilitate upselling and cross selling- Monitor the proactive proposals submission and conversion, as applicableCustomer focus- Own and manage end-to-end customer experience related to delivery, including customer feedback management and customer satisfaction- Ensure a rapid turnaround for any customer escalations- Ensure risks are presented to appropriate forums within customer organizations and mitigations planned, as appropriate- Regularly showcase TCS credibility & credentials, as well as innovation investments- Ensure a comprehensive and effective delivery governance framework with the customer and TCS stakeholders ensuring ISU – HSU synergy, Leveraging COIN Partners, Alliance partners and support functions- Manage the fulfillment of customer requirements through effective delivery practices.- Ensure meeting of schedule, quality, service level commitments Show less Project : Parexel International LLCRole : Service Delivery Manager - IT infrastructure, cloud and security servicesLead a ‘Zero Touch’ IT Infrastructure Managed services transitions during Pandemic, achieving early go-live for 3 tech towers, 4.15/5 of playback score and creation of 130 Runbooks, SOPs, KBs. enhancing client satisfaction.Managed the Data Center, End User Services and Network Infrastructure portfolios of clinical research organization, resulting in 25% of Tech refresh through a detailed technical debt assessment.Overseen network operations, ensuring comprehensive (100%) IP SLA monitoring and interface management, achieved enhanced circuit utilization and internet link monitoring by 25%Improved NCM device configuration backups by 7% strengthening network resilience during critical system failures.Directed a company-wide upgrade of network infrastructure components including, Big IP-F5 upgrade from v12.1.5.2 to v15.1.2.1, Cisco FTD and FMC upgrade to v7.0.4, enhancing system performance, user productivity and enhanced securityReduced Alert volume by 80% through automation by aligning digital transformation with PAREXEL growth strategies, resulting in 100% of alerts automation via Ignio and 33% of Ticket audit automation via AI* improving operational efficiency.Collaborated with cross-functional teams to deliver technology roadmaps that aligned with clients' strategic goals, leading an increase of 12% in client survey return rate, 27% in Service Desk CSAT and 20% in First Call Resolution rate, fostering better client engagement.Led the Implementation of cross-functional tech integration (‘SolarWinds’ to ‘Ignio’ to ‘Assyst’), driving efficiency and innovation.Optimized service delivery processes by implementing robust solutions based on identified used cases for complex IT challenges. Substantial soft savings and productivity saves for clinical trial and research staffs by achieving 95% on-time delivery for research equipment, Improved MTTR 50% Show less Project : Stryker Corporation - 6 Pearl Ct, Allendale,New JerseyRole : Delivery Manager - Global Data Center ServicesService Delivery and Operations support of Global Data centre services including, Windows Server, Linux, AIX, Storage, Data Backups, Databases and iSeries/AS400 footprintsLed large scale transformation Program, Blue-printing, Process improvements, Leading practices from life Sciences experienceLed consolidation of unstable storage systems, enhancing backup reliability to over 99%.Collaborated with architects to upgrade hardware, improving system stability and availability.Migrated legacy servers to hybrid cloud, optimizing data management and reducing downtime.Streamlined backup processes, simplifying data recovery and archival with a unified platform.Implemented server patching strategy, addressing vulnerabilities and ensuring system security. Show less Project : Pfizer IncLocation - Lake Forest, IllinoisDelivery Manager - Wintel and EUCLed Wintel and EUC delivery for Hospira, optimizing IT infrastructure and enhancing end-user experience. Implemented cost-saving measures, resulting in substantial operational efficiency gains.Spearheaded SCCM implementation, enhancing Wintel infrastructure efficiency and bolstering security protocols for enhanced operational resilience.Managed VMware and Windows servers, ensuring seamless virtual environment operations.Developed patch management strategies, improving system vulnerability response.Executed data center migrations (Windows services migrations from v 2003 to 2012), optimizing resource allocation and reducing costs.Facilitated client reviews, improving service delivery and addressing operational risks. Show less Client : Hospira, a Pfizer CompanyRole : Delivery Manager (Wintel and EUC)Responsibilities : Managing delivery of Wintel and EUC & daily operational activities.• Designing solution for vulnerability assessment and patch management in Legacy environment.• Key involvement in design and architecture for SCCM implementation for EUC and Wintel requirements• Administration of Virtual Infrastructure and Windows Server Technologies• ESXi/ESX, VMware vSphere, Windows servers 2003, 2008, 2012.• VMware Technologies (ESXi, HA, DRS, DPM, Hot and cold Migrations, VMware vCenter Orchestrator Appliance)• Microsoft Windows servers (DNS, DHCP, IIS, FTP, File and print services, Clustering)• SCCM server design for merger of legacy and new deployment tools• Designing the approach and roadmap for legacy server patching and vulnerability remediation via SCCM server, reporting and maintenance.• Planning of high availability and Disaster Recovery• Maintaining Data and Server Integrity, Scaling the Environment to Meet Business Needs• Optimizing and performance tuning of the Virtual Environment • Data Centre Migration and consolidation• Consulting and implementation of virtual Datacentres• Windows services migrations from Server 2003 to 2012.• Deployments of unattended server builds.• Administrating windows and VMware infrastructure daily operational activities• Severs Deployments and Cloud Administration.• Accountable for delivery of timely and error free delivery of the IT services to the customer. • Conducting daily, weekly and monthly reviews with clients along with risk and issue escalation.• Created and implemented multiple service improvement plans.• Identified gaps/issues in existing processes and fixing them to improve service delivery.• Analysis of new customer requirements and creation of plan to implement it within agreed time. • Created several SOP documents to help customer and my team in delivering error free and efficient services. Show less Volkswagen Group (United Kingdom) LimitedGurugram - OffshoreDeskside support, SCCM and Windows administratorManaged deskside support and SCCM administration for Volkswagen UK, optimizing system performance and enhancing user productivity.Managed SCCM for software deployment, enhancing system efficiency and user satisfaction.Resolved software issues for Volkswagen Group, improving system reliability across EMEA.Provided remote hardware support, ensuring quick resolution of technical issues.Supported mobile devices and resolved CISCO phone issues, maintaining seamless communication.Troubleshot iPad/iPhone applications, ensuring smooth operation for Volkswagen Group users. Show less Project and Location : OnsiteVolkswagen Group (United Kingdom) LimitedYeomans Drive, Blakelands, Milton Keynes, Buckinghamshire, MK14 5ANUnited KingdomManaged deskside support and SCCM administration for Volkswagen UK, optimizing system performance and enhancing user productivity.Managed SCCM for software deployment, enhancing system efficiency and user satisfaction.Resolved software issues for Volkswagen Group, improving system reliability across EMEA.Provided remote hardware support, ensuring quick resolution of technical issues.Supported mobile devices and resolved CISCO phone issues, maintaining seamless communication.Troubleshot iPad/iPhone applications, ensuring smooth operation for Volkswagen Group users. Show less Client : Zimmer BiometRole : Lead (EUC)Responsibilities :• Providing remote desktop computing services to end users• Break Fix and windows desktop OS Support• Managing IT Helpdesk Support and procedures. Handling all the IT activities performed on dailybasis, providing IT FM services according to client’s requirements round the clock. Handlingescalated calls of users from different locations.• Responsible to provide Desktop and network level support including testing, maintenance,troubleshooting and installation. Providing L2 Support & Troubleshooting user’s desktop &application related problems. Installation of SQL server 2005, 2008, Visual Studio 2008,troubleshooting and setting the connection with databases. Installation of IIS server without givingadmin rights to the user.• Domain User Id creation, deletion and modification of Users in Active Directory. Giving rights tousers as per their position and project requirement through AD.• Troubleshooting Windows 7, Outlook, Wi-Fi, Mobile device, iPhone and system related issues.• L1 troubleshooting of VPN and maintaining admin rights for individual application like SQL, VisualStudio etc. Show less Client : Zimmer Biomet Role : EUC AdministratorResponsibilities : • Providing remote desktop computing services to end users• Break Fix and windows desktop OS Support• Managing IT Helpdesk Support and procedures. Handling all the IT activities performed on daily basis, providing IT FM services according to client’s requirements round the clock. Handling escalated calls of users from different locations.• Responsible to provide Desktop and network level support including testing, maintenance, troubleshooting and installation. Providing L2 Support & Troubleshooting user’s desktop & application related problems. Installation of SQL server 2005, 2008, Visual Studio 2008, troubleshooting and setting the connection with databases. Installation of IIS server without giving admin rights to the user.• Domain User Id creation, deletion and modification of Users in Active Directory. Giving rights to users as per their position and project requirement through AD.• Troubleshooting Windows 7, Outlook, Wi-Fi, Mobile device, iPhone and system related issues.• L1 troubleshooting of VPN and maintaining admin rights for individual application like SQL, Visual Studio etc. Show less

  • Consultant

    Dec 2024 - now

  • Associate Consultant

    Apr 2021 - Nov 2024

  • Associate Consultant

    Sept 2018 - Mar 2021

  • Assistant Consultant

    May 2018 - Aug 2018

  • Assistant Consultant

    Jan 2016 - Apr 2018

  • Information Technology Analyst

    Jul 2015 - Dec 2015

  • Information Technology Analyst

    Jul 2014 - Jun 2015

  • Information Technology Analyst

    Jul 2013 - Jun 2014

  • Information Technology Analyst

    Oct 2011 - Jun 2013

  • System Engineer

    Dec 2010 - Oct 2011

  • System Engineer

    Sept 2010 - Nov 2010