Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

SANDEEP KUMAR

McKinney,TX

Summary

Dynamic IT leader with extensive experience at HCL Technologies, excelling in project management and service delivery. Proven track record in enhancing operational efficiency and fostering strong customer relationships. Skilled in budget management and vendor negotiation, driving successful transitions and process improvements while mentoring teams to achieve high performance.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Manager of FSO Operations

HCL Technologies
Dallas, TX
12.2014 - Current
  • Leading a team of 45+ people in EUC services: Field Services Operations, Service Desk, and Remote Desktop Support.
  • Successfully completed multiple EUC transitions by setting up the operations for all of the above services and ensuring a smooth transition of services from existing suppliers to HCL.
  • Ensured compliance with IT policies and procedures for all desktop systems.
  • Maintained positive relationships with customers.
  • Identified customer needs and oversaw service delivery within the business context.
  • Managed finances, budgets, and tracking contract deliverables.
  • Developed project plans, identified resources required, set deadlines and tracked progress against goals.
  • Identified opportunities for improvement within existing IT infrastructure and processes.
  • Created detailed documentation for all IT processes including system changes, upgrades.
  • Established policies, procedures and standards related to the use of technology across the organization.
  • Developed and implemented IT strategy to ensure alignment with business objectives.
  • Conducted performance reviews and provided feedback to employees on their job performance.
  • Supported leadership team in business process improvements
  • Supervised lifecycle processes pertaining to IT framework.
  • Developed and implemented system lifecycle methodologies to produce systems of high quality.
  • Maintained close connection with project personnel to quickly identify and resolve problems.
  • Supervised and oriented computer operator trainees, both onsite and remotely via internet and intranet, promoting full staffing with trained and knowledgeable employees.
  • Communicated relevance of organizational goals, policies and procedures to IT department staff.
  • Conducted regular meetings with existing vendors to discuss current performance levels.
  • Negotiated contracts, terms, and pricing with vendors.
  • Coordinated with vendors to ensure timely delivery of products and services.

Incident Manager and Tech Lead

Dell International Services
Gurgaon, India
06.2010 - 10.2012
  • Coordinated with stakeholders to ensure timely resolution of incidents.
  • Acted as a liaison between internal teams and external vendors when needed.
  • Built relationships with customers to understand their needs and expectations regarding incident resolution.
  • Facilitated communications between technical teams during major outages or disruptions.
  • Trained new staff members in service desk functions and processes.
  • Assisted with development of incident management plans for major outages or disruptions in service availability.
  • Created reports summarizing daily activities of the Service Desk team.
  • Conducted periodic reviews of Service Desk ticket history to identify areas where process improvements could be made.
  • Organized training sessions for users on new technologies or applications introduced into the environment.
  • Supported and assisted less experienced technicians in resolving client issues requiring advanced or specialized expertise and experience.

Customer Service Representative

IBM Daksh
Gurgaon, India
09.2009 - 06.2010
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Developed positive relationships with customers through friendly interactions.
  • Conducted regular follow-up calls with customers after resolving their issues.

Customer Sales Representative

Teleperformance
Gurgaon, India
04.2008 - 01.2009
  • Responded to customer inquiries about products and services.
  • Upsold additional products or services to existing customers when applicable.

Education

Bachelor of Arts - Economics, English, History

Chhatrapati Sahuji Maharaj University
Kanpur India
09-2012

Skills

  • Project management
  • Budget management
  • Service delivery
  • IT strategy
  • Policy development
  • Incident resolution
  • Customer relationship management
  • Vendor negotiation
  • Process improvement
  • Performance management
  • Team leadership
  • Service desk management
  • Risk assessment
  • Coaching and mentoring
  • Stakeholder management
  • Operations management
  • ITIL framework

Certification

  • ITIL V4 Certified.
  • Scrum Master Certified

Timeline

Manager of FSO Operations

HCL Technologies
12.2014 - Current

Incident Manager and Tech Lead

Dell International Services
06.2010 - 10.2012

Customer Service Representative

IBM Daksh
09.2009 - 06.2010

Customer Sales Representative

Teleperformance
04.2008 - 01.2009

Bachelor of Arts - Economics, English, History

Chhatrapati Sahuji Maharaj University