Himanshu Nayyar
Frisco,TX
Summary
Astute Service Delivery Manager offering 16 years of experience supporting IT service delivery. Efficient and proactive leader with expertise in incident management and outage response. Bilingual individual with resourceful approach to developing innovative solutions.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
HCL Tech
Frisco, TX
04.2022 - Current
- Attended staff and client meetings and served as liaison to manage operations for account.
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
- Coordinated and led internal and external site team meetings.
- Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
- Facilitated completion of deliveries and verified documentation.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Managed third-party contracts to drive delivery of required services.
- Coordinated new hire recruitment, training and development.
- Interfaced effectively with key accounts, answering questions and delivering exceptional service.
- Advised clients on methods, technologies, process improvements and training that would increase overall business potential.
- Met with business leaders to better understand IT issues that negatively impacted businesses.
- Supervised operations of 24-hour customer service desk
- Worked with high-profile customer to select third-party vendor for IT infrastructures.
- Coordinated driver dispatch to accomplish daily delivery requirements.
- Tracked production and quality control systems to proactively identify deficiencies.
Consultant Transitions
HCL Technologies
India
11.2010 - 04.2022
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
- Analyzed problematic areas to provide recommendations and solutions.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Managed multiple deadlines across several businesses to meet dynamic needs of multiple clients.
- Created and developed detailed work plans to meet business priorities and deadlines.
- Supported clients with business analysis, documentation, and data modeling.
- Collaborated with teams to define, strategize, and implement.
- Aligned closely with business owners and employees to gather information and gain operational insight.
- Prepared presentations to explain revisions, enhancements and process improvements of organization's systems and programs.
- Integrated technology and business operations to identify targeted solutions to customer issues.
- Onboarded and managed new client accounts to boost retention rates.
- Renegotiated outsourcing contracts to save considerable costs.
- Created monthly forecast templates and resource management allocations for approved projects.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Evaluated customer needs and feedback to drive product and service improvements.
- Conducted regular reviews of operations and identified areas for improvement.
- Developed effective improvement plans in alignment with goals and specifications.
System Analyst
HCL Comnet Systems & Services
India
08.2006 - 03.2007
- Collaborated with upper management to drive strategy and implement new processes.
- Improved systems with addition of new features and infrastructure.
- Planned computer systems using information engineering, data modeling, and structured analysis.
- Assessed business requirements to create focused solutions.
- Installed system updates to address vulnerabilities and reduce security issues.
- Resolved or escalated problem tickets to resolve user issues.
- Resolved malfunctions with systems and programs through troubleshooting.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
Technical Support Specialist
Honeywell
Gurgoan IN
08.2005 - 03.2006
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Documented support interactions for future reference.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Recorded and maintained relevant notes for each client and work order.
- Walked individuals through basic troubleshooting tasks.
- Assisted with updating technical support best practices for use by team.
- Managed high levels of call flow and responded to technical support needs.
Technical Support Engineer
VCustomer Pvt Ltd
Delhi India
09.2003 - 04.2005
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided guidance on installing and integrating new hardware components and software to remote clients.
- Performed root cause analysis of reported issues to enact corrections.
- Delivered Tier-3 support and SME input to internal and external customers.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
Education
Bachelor of Arts - Fine Arts
Vinobha Bhave University
India06.2001
Skills
- Customer Engagement
- Project Creation
- Operations Support
- Client Relationship Management
- Solutions Development
- Project Implementation
- Performance Improvement
- Project Management
- Service Level Agreement Management
- Quality Assurance
- ITIL Framework
- Decision Making
- Customer Satisfaction
- Team Leadership
- Technical Acumen
- Excellent Communication
- Relationship Building
Certification
- CM - Certified Manager Certification
Timeline
Service Delivery Manager
HCL Tech
04.2022 - Current
Consultant Transitions
HCL Technologies
11.2010 - 04.2022
System Analyst
HCL Comnet Systems & Services
08.2006 - 03.2007
Technical Support Specialist
Honeywell
08.2005 - 03.2006
Technical Support Engineer
VCustomer Pvt Ltd
09.2003 - 04.2005
Bachelor of Arts - Fine Arts
Vinobha Bhave University