Dhananjay Kumar, Pmp®, Prince2®, Itil® Email & Phone Number

Lagos State, Nigeria

• Administering the end-to-end delivery of IT services & CCT Services (Avaya and Cisco UCCE) across West Africa, defining SLAs, monitoring performance, and ensuring standards adherence.• Establishing and nurturing strong client relationships in the region, understanding IT needs, addressing concerns, and serving as the primary point of contact for issue resolution.• Guiding and mentoring a team of IT professionals, fostering a collaborative and high-performing team culture, managing resources, and ensuring successful project execution.• Monitoring incident and problem management processes, ensuring timely resolution of IT issues and implementing preventive measures for recurring problems.• Identifying opportunities to enhance service quality and efficiency, analyzing delivery metrics, collecting client feedback, and implementing corrective actions for optimization.• Collaborating with external vendors for IT resources and services, including vendor evaluation, contract negotiation, and ensuring timely, cost-effective delivery.• Assessing and managing risks associated with IT service delivery, implementing mitigation strategies, and ensuring business continuity plans for minimal disruptions.

Seychelles

- Successfully managed all the IT Operations of the Seychelles Country.- Manage all the L3/open Issues and close them in agreement with Customer.- Aligning with Kenya/East Africa teams to get the required support for Seychelles like one for Reporting etc.- Ensured the Availability of all the Critical Applications.- Handling & coordinating all IT Project, Avaya, Network, MPLS, and End User.- IT Security Compliances Project Managing for East Africa.- Accountable for implement Avaya project in Airtel Contact Center.- Implemented and supporting on websense security Data leakage prevention.- Responsible & Accountable for launch & Implementing DLP security and websense security.- Supporting & Managing to GKYC Application and Tool for Activate SIM.- Monitoring Incident Management ticket with all severity, resolving customer compliance before service level, reducing and maintain customer call with Engineers.- Quarterly Basic Hygiene of All Server & Network Device along with Monitoring.- Managing the Service Desk Operations using an ITIL based ticket logging tool.- Ensure that team’s KPIs are monitored, actions are taken, evaluated accordingly and delegated properly- Procuring License software and IT peripheral devices (Laptop, Desktop, printer, data card, etc.) after coordinate with customer and vendor.- Auditing all Software inventory and Assets Inventory with asset register.

Gurugram, Haryana, India

- Managed Weekly, Monthly KPI, & Performance overview document for Team performance & Customer review.- Monitoring Incident Management ticket with all severity, resolving customer compliance before service level, reducing and maintain customer call. - Procuring License software and IT peripheral devices (Laptop, Desktop, printer, data card, etc) after coordinate with customer and vendor.- Administrating so many Engineer and 3500 user’s systems with all BAU and Desk side issue and resolve timely. - Administration & Coordination of Network Team, Router, Wi-Fi, IP Communicator installation & configuration- Handling and resolving escalations and supervising coordination regarding the same between Client Vendor.- Auditing all security compliance & non-compliance software, License software as well as security override document, User privilege on system Under Basic Hygiene of Client machine.- Concentrating efforts in conducting periodic reviews of the SOP & supervising the revision of the same as also overseeing that operations & procedures are in accordance to the SOP.- Carrying out other duties as you may be requested by management(Critical activity & New project deployment) - Handling EUS technical escalation issue of Sr. profile member as CEO, MD, VP, Sr. VP and EC member’s- Installation and configuration of MAC OS , Windows XP/07/08 , Linux , Windows Server 2003/08 with Domain configuration.-Monitoring Network bandwidth & packet routing thru Network tool & Riverbed /Cascade Technology.- Installation and configuration of Asus Wi-Fi router, switch, Cisco Router, Hub, Modem, D-Link.- Managing ,troubleshooting & Configuring PDA device, I-Phone, Blackberry, Oracle, Citrix, Outlook 2003/07/10, - Scanning the entire Network with Symantec antivirus to maintain Virus & Vulnerabilities free environment by Symantec tool ,Basic Hygiene Automation Tools under WMI Software on Windows Server 2008R2.

Delhi, India

- Telephonic and Remotely Support given to the Franchise Location Delhi, and all across India and NCR also. - Installation, Configuration and Troubleshooting of Microsoft Outlook 2003/07- Remote solution for Outlook 2003/07 installation & troubleshooting at Franchise location.- Installing troubleshooting and managing Thin Client- Administration of 500+ workstations with XP ,Windows 7, Server2003- Trouble shooting of Compaq, HP, IBM and HCL desktops, Laptops and HP ,RICOH & EPSON Printers- Installation and Maintenance of Network as well as Local printer - Providing LAN Administration- Manage the network / security components (switches, router, broadband(modem) etc)- Follow-up escalations until problem are solved.- Formulate proper documentation procedure and data repository for daily operations- Maintain and track IT inventory- Prepare and submit major incident reports, outage reports, daily and monthly reports.- Assembling, Installation and Troubleshooting Of Software, Hardware and Networking- Red Hat Linux - Installation, Troubleshooting and Maintenance- Install outlook Express, MS outlook 2003 & 2007, Configuration, backup and recovery. - Oracle 8i and 9i installation, configuration, monitoring- SQL server 2000 and 2005 installation, configuration, monitoring

Noida Area, India

- Telephonic and Remotely Support given to the Franchise Location Delhi, and all across India and NCR also. - Installation, Configuration and Troubleshooting of Microsoft Outlook 2003/07- Remote solution for Outlook 2003/07 installation & troubleshooting at Franchise location.- Installing troubleshooting and managing Thin Client- Administration of 500+ workstations with XP ,Windows 7, Server2003- Trouble shooting of Compaq, HP, IBM and HCL desktops, Laptops and HP ,RICOH & EPSON Printers- Installation and Maintenance of Network as well as Local printer - Providing LAN Administration- Manage the network / security components (switches, router, broadband(modem) etc)- Follow-up escalations until problem are solved.- Formulate proper documentation procedure and data repository for daily operations- Maintain and track IT inventory- Prepare and submit major incident reports, outage reports, daily and monthly reports.- Assembling, Installation and Troubleshooting Of Software, Hardware and Networking- Red Hat Linux - Installation, Troubleshooting and Maintenance- Install outlook Express, MS outlook 2003 & 2007, Configuration, backup and recovery. - Oracle 8i and 9i installation, configuration, monitoring- SQL server 2000 and 2005 installation, configuration, monitoring

Master Of Business Administration (M.B.A.), Information Technology, A

Bachelor Of Computer Application, Computer, A

Intermediate, Science, B

Matriculation, Science, A