Hemant Chavan Email & Phone Number

Mumbai India

Accountable for:Planning, executing, monitoring and controlling Infrastructure Management Services for IT Infrastructure ProjectManaging projects with complex SLA through a team of over 28 Certified Engineers on PAN India.Reviewing SLA’s with internal and external customers in order to fulfill needs of IT Infrastructure Facility ManagementFunctioning as a:SPOC for internal (Wipro Limited) and external customersPrime interface between internal and external customersConducting project performance reviews with Customer and IMS Project TeamPlanning and implementing improvement plans so as to improve soft & technical skills of the team membersOverseeing implementation of the latest practices and framework like ITIL for achieving practically ‘0’ down time for the ICT infrastructurePerforming gap analysis & recommending to adoption latest trends in ICT Infrastructure Facility Management services for providing a means to the organization to compare its current intended and operational states to its desired vision

Mahape Navi Mumbai

 Accountable for: Handling Multiple Projects & one Major Projecto Planning, executing, monitoring and controlling Facility Management Services for IT Infrastructure Projecto Managing projects with complex SLA through a team of over 105 Certified Engineers on PAN India.o Reviewing SLA’s with internal and external customers in order to fulfill needs of IT Infrastructure FacilityManagement.o Marginal Improvement in the Projects. Functioning as a:o SPOC for internal (PCS) and external customerso Prime interface between internal and external customers Conducting project performance reviews with Customer and Vendor Management. Planning and implementing improvement plans so as to improve soft & technical skills of the team members based onProjects.

Mumbai Area, India

• Accountable for:o Planning, executing, monitoring and controlling Infrastructure Management Services for IT Infrastructure Projecto Managing projects with complex SLA through a team of over 28 Certified Engineers on PAN India.o Reviewing SLA’s with internal and external customers in order to fulfill needs of IT Infrastructure Facility Management• Functioning as a:o SPOC for internal (HCL) and external customerso Prime interface between internal and external customers• Conducting project performance reviews with Customer and IMS Project Team• Planning and implementing improvement plans so as to improve soft & technical skills of the team members• Overseeing implementation of the latest practices and framework like ITIL for achieving practically ‘0’ down time for the ICT infrastructure• Performing gap analysis & recommending to adoption latest trends in ICT Infrastructure Facility Management services for providing a means to the organization to compare its current intended and operational states to its desired vision

Mumbai Area, India

• Accountable for:o Planning, executing, monitoring and controlling Services Operations, o Managing projects with complex SLA through a team of Certified Engineers Nationwide.o Reviewing SLA’s with internal and external customers in order to fulfill needs Service Management• Functioning as a:o SPOC for internal (Vidhi) and external Core customerso Prime interface between internal and external customers• Conducting project performance reviews with Senior Management.• Planning and implementing improvement plans so as to improve soft & technical skills of the team members• Overseeing implementation of the latest practices and framework like ITIL for achieving practically ‘0’ down time for machines under Managed Print Services (MPS) helping in Revenue Growth.• Performing gap analysis & recommending to adoption latest trends in Managed Print Services for providing a means to the organization to compare its current intended and operational states to its desired vision.• Conducting Service Audits & Rendering Support to Team as on when required on the field.• Responsible for Implementation & Deployment of Print Management Software for maintaining Service TAT as per SLA norms.• Attending monthly Service Reviews with the Customers & submitting same to Management on Monthly basis for Performance monitoring

Vasai - Mumbai

• Acting as Techno commercial person handling Business Operations in Imaging Industry Nationwide.• Handling of Sales Team at Zonal level for sale of Imaging Products Nationwide through different channels.• Appointing New Distributors across regions along with New CPS Partners (MPS Providers) for sale of Imaging products.• Handling of Technical Escalations from field on Imaging Products & acting as SPOC. Escalating same to the Management & in turn to service providers direct.• Visiting Distributors & Partners along with Sales Team on Quarterly reviews & issues faced by them & also understanding new requirements.• Responsible for handling VDP division along with the Team of Service engineer handling Productions.• Responsible for generation of Revenue from VDP division in service.• In-charge for implementation & monitoring of IT Infrastructure of Organization.

Mumbai Area, India

• Handling entire Operations in the Organization i.e Service, Consumables, Logistics & Billing operations.• Managing a Team handling Service activities. This team involves cross function like Customer Support, Technical Support, Call Centre, Spare Part Management & Call Management.• Responsible for Handling Service Calls Nationally & SPOC for esteemed Production customer having 24x7 support (Production Houses).• Handling Team of 45 engineers across Nation & ensure Maximum Customer satisfaction through various service activities.• Monitoring Service Calls logged across Nation & coordinating for its closure on daily basis in CRM as per TAT.• Maintaining of Customer Database in CRM software on regular basis & updating the same.• SPOC for Konica Minolta – handling Service activities like Call Management, Escalating Product related issues, attending monthly Service Reviews, Inventory Management & carrying out Service training on Products etc.• Inventory planning of Spares/Machine & maintaining stock of the same.• Designing, Planning & Execution of New Projects & defining of Service Level Agreement (SLA).• Qualitative & Quantitative analysis of Service calls for maintaining the TAT as per agreed norms.• Responsible for Installation of Print Management Software for maintaining of Service TAT & maintaining of Uptime of Machines on field.• Set up Process for Spares Management & Defective Spares Management (Cannibalization).• Attending Service Reviews along with CRM to improve service standards & maintaining TAT.• Handling Team of Service Engineers for 24x7 Customer to maintain uptime of machines & helping in Revenue Generation.• Conducting Technical Training to engineers & rendering Technical support to issues faced on filed by visiting along with them.• Handling of Document Management System (DMS) projects.• Incharge for implementation & monitoring of IT Infrastructure of Organization.

Handling Service Operations, Sourcing & Planning of entire MPSS Business Module.

Mumbai Area, India

Handling Service Calls for 24X7 Support Customers across PAN India.SPOC for all customer on PAN India level.Maintaining of SLA for these customers, preparing MIS.Attending Monthly Service reviews of Customers etc.