Hardik Soni Email and Phone Number

1. Project Manger(July'18 to present): As a project manager, I manage the project finances, resources, task allocation, internal and client stakeholder management, reporting, vendor management and documentation of project related activities and SOPs.2. Client Solution Manager (Oct'17 to Jun'18):This role comprises of working as customer's advocate cum escalation point and providing governance services. Driving the operations team for better serving the customer and to adhere to SLA's. Governing the service delivery and acting as an advisory on customer Infrastructure upliftment.The role also includes doing a deep dive in the various ITIL life cycles namely, Incident, Problem, Project, Knowledge and Change Management.3. Service Provisioning Project Manager and ITIL Practitioner (Oct'14 to Sept'17)Also, played a role as Service Provisioning Project Manager for a cloud and hosting client. This involved service Introduction and and then to transition to the support team for support.Secondary role to this was acting as a Service Management Practitioner. Dealing with daily operations around the ITIL framework, maintaining SLA, CAB member, creation of technical and process documents and also doing, Daily, weekly and Monthly reporting both for Service delivery and Operations.4. Service Desk Shift Lead and Incident Manager( Nov'10 to Sept'14):As part of the Service Desk Management role, I used to manage the resources in the shift.Assigning tasks, acting as SME on the floor, escalation SPOC and also providing training as part of new hire orientation and as a refresher or new process.Also, played a vital role in introducing new process and to take new processes for the service desk by understanding, doing UAT and transitioning to Service Desk.Along with Service Desk, I also managed the Major Incident Management for driving the incident to closure, sending communications and interacting with multiple teams for resolution.

Desktop and Server Management, Network set-up (WiFi and Lan set-up), Procurement and leading a team of 3.

Data entering the invoice details to the ERP (SAP)