Vikas Jain

Experience

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  Kritika Communications Pvt. Ltd

  Nov 1999 - Sept 2000

  Field Engineer

  Responsible to troubleshoot internet related problems onsiteResponsible for maintenance of ISP servers & bandwidth allocation

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  Arham Tech. Pvt. Ltd

  Oct 2000 - Jun 2001

  Technical Executive

  Maintenance of over 160 Personal Computers To build the PC with client requirements

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  VCustomer Services India Pvt. Ltd

  Jul 2001 - Jul 2004

  Iomega Technical Training Team Lead

  To develop skill set for US Mail\Chat, UK Mail\Chat, APAC Mail\Chat Manage and train Technical Support Engineers for IomegaImplement training course for new recruitsProviding support for Windows 95,98,NT, 2K,XP, Mac 7.5~ 10.XAttending weekly Training & Knowledgebase conference calls with clientAttending/Discussing weekly Knowledgebase submission calls with clientTo meet and exceed targets and metrics of TrainingTo review the knowledgebase articles before submissionManage the weekly/monthly article submission rate & QualityHandling the responsibility of Assigned Technician for Deepwater KMManage the ASG case sheets with Iomega Roy teamParticipate in weekly War Room for open discussion with clientResearch and resolve the technical issues reported by centers worldwideLeading the team of user-to-user forum supportReview the quality of forum responsesManaging the responses posted on Iomega forumsAppointed by Iomega as a Pre-release beta tester for hardwareCheck the hardware consistency and cross check the MTBF ratingsGenerate hardware reports using AIADA & contrast reports after installing applicationsTest the backward compliance of hardware with old hardware/software Show less

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  VCustomer

  Jul 2001 - Jun 2004

  Team Leader
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  HCL Technologies Ltd.

  Jul 2004 - Jun 2006

  Team Leader: Operations

  Heading a team of 19 Support Members. To ensure all operations targets are achieved Assisting team members in technical troubleshooting.Coach agents based on inputs from call monitoring, POSE analysis.Keep track of infraction data, Chronic Call data

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  HCL Technonogies Ltd.

  Jul 2006 - Jan 2008

  Assistant Manager

  -Extensive tools deployment experience including designing, testing, piloting & incubating-Leading HCL Resolve Team, managing the entire project deliverables-Developing diagnostics flows for Eclipse (A Diagnostic Tool)-Experience in setting up a new business -Designing operating models for transitioning and standardize processes & minimize variances-Conduct data analysis post implementation of improved automated processes-Following complete Transition Management cycle including Due diligence, Assessment, Resolution & Migrating phase leading to ---Pilot start and In-Life operation.-Responsible for building, Administrating and Maintaining the -Knowledge Base Tool and Desk Top Procedures for the Project Show less

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  HCL Technologies

  Jul 2008 - Sept 2010

  Manager - Competency, Training & Development

  1.Heading training function for Noida, catering to one of the world’s largest Telecom company operating in the UK and one of the esteemed retail chain store in the US both engaging>1900 resources in HCL2.Ensuring overall lifecycle of training function from V&A, Process Training,, MCB, Developmental Training to managing organization level strategic workforce planning3.Competency mapping with SWFM plan and consolidating training plan4.Responsible for preparing training budget and implementing the annual training plan5.Overall responsible for driving PCMM initiative for Training & Development and Competency Development workgroups 6.Responsible to identify training needs from various sources (MSP, CD, FSD, Reviews, NBT)7.Managing development and delivery of all operational training programs by coordinating with key operational leaders on needs and business objectives8.Branding initiatives for launch of new training programs, awareness of existing programs and overall efforts in driving a learning culture, across the organization. 9.Working with L&D client team to implement performance support solutions to drive improved business results10.Responsible for planning and defining Learning Path for training team across telecom and retail business verticals11.Leading the training effectiveness council based on Kirk Patrick model12.Define measurements to ensure skills learnt in training are applied on the job and impact overall performance of participants13.To ensure that training plan meets the requirements of organization’s SWFM plan 14.Define & implement change, control mechanism across all LOB in Telecom and Retail business units15.Responsible to design complex business learning and leadership solutions16.Evaluate external training to leverage best-available industry practice of Learning Solution17.Responsible for transitioning (Training) various LOB from client in UK to HCL18.To ensure maximum training throughput by employee retention Show less

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  IndiaCan

  Mar 2011 - Aug 2012

  Head - Certification

  Responsible for training delivery for 100+ centers by ensuring job readiness through quality training delivery process and leveraging innovative learning solutions.

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  Pearson Education India

  Aug 2012 - Feb 2017

  Regional Head - International Qualifications

  Fostering partnership through Institutional and Corporate Tie-ups to extend international qualification portfolio which leads to progression across the globe to top universities. Responsible for end to end support and delivery for Pearson's flagship BTEC, EAS, NCCER, LCCI qualifications along with Pearson Test of English (PTE)

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  Financial Quotient

  Feb 2017 - now

  Full Time Investor and Consultant