Kl Sharma Email & Phone Number

Gurugram, Haryana, India

● Orchestrated collaboration between business and operational teams, ensuring SLA adherence.● Enforced best practices to maintain Agreed SLA adherence across teams for assigned Projects.● Led projects, achieving 96% on-time delivery and reducing delays.● Supported senior management in annual planning, improving prioritization efficiency by 10%.● Generated reports to enhance project visibility by 30% and enable data-driven decisions.● Analyzed infrastructure issues, reducing downtime by 15% and increasing reliability by 10%.● Supervised projects within budget, improving completion rates by 10%.● Created decision-making material for top management, increasing project approval rates by 10%.● Contributed to recruitment, training, and retention, boosting employee satisfaction and reducing turnover by 10%.● Managing day to day escalations for customer support. Implementation & adherence of Systems & Processes.Projects:● Sun Pharma, JBM Group, Bata India Ltd., ITC Hotel Division, SKH-Metals etc.

Delhi, India

Team Size- 250+ ● Workplace Service delivery for Delhi NCR, UP, Rajasthan, & UK.● Incident management for End User Services. ● Conduct the monthly meet with customers to ensure the CSAT & SLA.● Work instruction rollout and regular audit of Branches to ensure 100% adherence of processes.● Managing team members with capabilities of Networks, Virtualization, Remote support, Helpdesk, Hardware support.● Responsible for providing end to end services in accordance with agreed SLAs, contract and procedures for Various Projects.Projects:● SBI, UBI, PNB, PSB, HDFC, YES Bank, IndusInd Bank etc.

Jaipur, Rajasthan, India

Team Size- 70+● Workplace Service delivery and Operation Management for Rajasthan.● Facilitate support to the company’s IT infrastructure aligned with the mission and program activities of the corporate Group.● Managing day to day calls escalations and End User Support.● Provided efficient technical support for all IT Hardware & minimizing downtime.Projects:● SBI, BOI, RSRTC Data Centre, Ambuja Cement, Binani Cement, ACC Cement, Manglam Cement etc.

Jaipur Area, India

Team Size- 40Managing offsite IT operations for Project of Rural Information and communication Technology of Department of Posts within SLA & scope across Circle of Rajasthan.o Accountable to coordinated with cross functional teams for planning and execution of multiple objects & directed toward strategic business and other organizational objectives.o Implementing processes, Improving processes, Resource capabilities in compliance to organizational and client policies.Perform an analysis of business requirements and transform IT resource consumption across multiple platforms.o Define and initiate projects and monitor execution in terms of scope, time and budget to ensure success and acceptance of the project. o Relationship Management with Stakeholders and Vendors.o Conduct the monthly meet with customers to ensure the CSAT & SLA.o Create and encourage a learning environment for the service personnel.o Managing and controlling 45+ team members from capabilities of Networks, DBA, Virtualization, Remote support, Helpdesk, Hardware Support.o Participate in internal project planning, process and policy reengineering with corporate office team. o Ensure Bottom Line of projects by periodic review of scope, time & fund flow.o SPOC to handle the 3rd & 4th level escalations of Rajasthan- Circle through e-mail & telecom.

Kanpur

o Accountable for repairing the IT and Telecom equipment’s and implementing repair network strategy entailing capacity planning, forecasting and system requirement determination.o Responsible for providing end to end services in accordance with agreed SLAs, contract and procedures.o Forecast Cost, manage and control actual cost for the project and ensure expected P&L is met.o Instrumental in Repair of IT equipment’s. Defined & Implemented repair network strategy including capacity planning, forecasting, system requirement determination.o Expansion of service network through Company owned, principal franchisee, strategic tie up & franchisee service networks.o Identifying need & providing training to the team for technical competence & development.o Implementation & adherence of Systems & Processes.o Quick resolution of customer’s escalations.o Effecting team building & development.o Managing Service Centre of MNC brands products like, Apple, HP, IBM, Apple, Toshiba etc.o Managing IMS support service delivery for Kanpur Area Customers Like al, BOB, PNB, RBI, HAL, OFC, NTPC etc.

Kanpur Area, India

Managing Service Center For HP, IBM, Lenovo, Blackberry, Apple, HTC, Toshiba products and AMC services for servers, computers & peripherals.

Warranty and AMC for computer hardware & peripharals for Banks, Like PNB, SBI, Govt. depts.

Bachelor Of Technology (B.Tech.), Electrical And Electronics Engineering, A

10+2, Mathematics

B.Tech, Electrical And Electronics Engineering