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 Sample Template Example of Excellent Curriculum Vitae / Resume / CV Format with Career Objective, Job Profile & Work Experience for MBA CV Freshers & 13 Years Experienced in Word / Doc / Pdf Free Download

                                                                                                                                                                                                                                                                                                                                                       
                                                        KAUSHIK KUMAR

Flat – 469, Metro View Apartment, Pocket B, Phase - II,  

                                                  Sector - 13, Dwarka New Delhi – 110078                             

Cell: 98999 69388; Email:- Kaushik_del@yahoo.com

13+ years of progressively responsible experience in leading and directing operations across broad disciplines, including performance management, client servicing, service delivery, incident & problem management, vendor relationships, program management, strategic planning. Also handling additional profile – IT&S Training Program – with high focus on people engagement & developments.

Presently associated with Orange Business Services – France Telecom Group as Project Manager (CRM Domain) in Industrial Development, IT and Sourcing dept. Have a rich exposure in leading large team (s) up to +50 individuals. Lead several operational excellence projects involving cost optimization / Lean methodology and Training, leading to control in revenue leakage and saving. Have a Strong judgment, problem resolution, analyzing and decision making skills.

SPECIALTIES

·         Strategic Planning

·         Client Relationship Management

·         Project Management

·         Operations Management

·         Service Delivery Management

·         Vendor Management

·         Application Management

·         SLA Management

·         Business Process Reengineering

·         Staff development and Promotion change &  Improvement

PROFESSIONAL EXPERIENCE

(IV) ORANGE BUSINESS SERVICES. (France Telecom)

Role: - Project Manager                                                                                            2007 – till date

·         Business engagement on the overall change management of IT Standardization, Transformation, and Shared Service projects to bridge the gap between business and technology by aligning new/enhanced technology with business processes

·         Developed an integrated IT technology roadmap and standards based on industry best practices, which enables IT to deliver secure, flexible but cost effective technology services to users and commercial customers.

·         Actively published and communicated the standards and roadmaps to align all key stakeholders like CMO, CIO etc

·         Built a technology architecture and roadmap which supports and enables the company strategy

·         Have design authority over all technology based projects - in-house or 3rd party

·         Developed and implemented governance structure and process over technology design and delivery.

·         Promoted and justified future technologies which will enhance business capability, user experience and delight

·         Collaborated with Architects both within the Enterprise Architecture Group and partnered closely with the Development and Infrastructure teams, PM's and Business Analysts for large integration initiatives

·         Provided advice on technical aspects of system development and integration (including requests for changes, deviations from specifications, etc.) and ensured that relevant technical strategies, policies, standards and practices are applied correctly

·         Responsible for cross-architectural project assurance for supplier technical documentation in conjunction with strategic objectives, standards and project charter

·         Lead Business Analysis and Project Management teams involved with the various Pre-Sales Application Development & Requirement gathering Activities (Meerkat, START, DMC, CAS & Partner Extranet).

·         Monitoring/reviewing design during development phase

·         Travel to the France and UK periodically to meet with International counterpart (IT and Business) to determine potential systems

·         Perform project management function for in-Country initiated/developed projects .

·         Guides the development of solutions within the structure of a coherent business case with the help of solution architect, delivery team and vendor teams and leads the presentation of the business case to the customer.

·         Ensure the Service Delivery and Customer Service operations are executed as per agreed SLA.

·         Generate KPIs for management review & provide periodic status repots to management on schedule, quality and content of the projects and work on the improvement of SLA & OLA.

·         Monitor SLA performance for compliance with application needs and requirements, including follow-up checks for corrective action.

·         Accountable for Customer Relationship, Customer Satisfaction and Customer Delight Management .

·         Budget forecasting for the Project and P&L account Management.

·         Manage and improve Vendor Relationship including Infosys, HCL, Capgemini, Exact Target, Campaign Pro and Ionidea.

Projects

(1) Project Name: - Partner Extranet                                                             Dec 2007 to till date                                                                                                                                                                                                                                        

Project Overview:

PE stands for Partner Extranet. This application is a gate way for partner user to user internal tools over internet. Partner Extranet enables controlled partner and customer access to internal systems.

·          OBS Channel Partners can use it to access information & application in support of their OBS partnership

·          A streamlined access to information & application allowing Channel Partners to inter-operate with OBS effectively & efficiently, increasing productivity and revenue potential.

·          Channel Partner users are associated with each Channel Partner company and are authenticated into the extranet via digital certificates. They receive their certificates through an automated registration process and are logged into the site’s administrative tool as to the content and access rights they require.

·          As content requirements are relatively dynamic for the extranet, Channel account managers through the site’s administrative tool manage content administration -- with oversight by a Channel “super administrator”.

Responsibility        

·          Project Management, Project Delivery, Project Monitoring, Budgeting

·          Project Scheduling, Dealing with external vendors, Resource Management & Planning

·          Issue Resolution, Effort Estimation

·          Risk Management, Co-ordination across different groups

·          Status Reporting to Executive Management

·          Leading the team of Ion idea (Ukraine)

·          Solution Design and proposition

·          Understanding the Business Requirements for the Design and Development and Reviewing Functional Specifications.

(2) Project Name: - START                                                                          Dec 2007 to till date                                                                                                                                                                                                                                                                                                                                            

Project Overview:

START stands for Sales Tracking and Reporting Tool. It primarily stores the customer (account), product and opportunity information of all the customers with whom the company’s sales staff interacts. In START, functionalities such as Customer Accounts, Products, Territory Management, Opportunity Management and Reports are customized and used.

Responsibility:   

·          Project Management, Project Delivery, Project Monitoring, Budgeting

·          Project Scheduling, Dealing with external vendors, Resource Management & Planning

·          Issue Resolution, Effort Estimation

·          Risk Management, Co-ordination across different groups

·          Status Reporting to Executive Management

·          Managing the team of CapGemini (Mumbai)

·          Managing the year business roadmap requirements in aspect of delivery, time, effort and cost.

·          Offering value adds to tool in respect of better productivity and ROI by learning actual business need and TML.

·          Vendor Management, Project Management and Project standards

·          Understanding the Business Requirements for the Design and Development and Reviewing Functional Specifications and Developing Technical Specifications.

(3) Project Name: - DMC                                                                              Dec 2007 to till date                                                                                                                                                                                                                              

Project Overview:

DMC is an intranet CRM application that enables Orange Business Services marketing groups to seamlessly access marketing and customer/prospect data for purposes of Customer & prospect market analysis, profiling and segmentation. Reporting, extraction and selective data entry to support the design, implementation, and tracking of database-driven targeted marketing programs.

Responsibility      

·          Leading the team of Business Analyst from (Orange)

·          Managing the business roadmap requirements in aspect of delivery, time, effort and cost.

·          Offering value adds to tool in respect of better productivity and ROI by learning actual business and Time to market.

·          Release and deployment of application code on different servers

·          Review and improving Project standards

·          Understanding the Business Requirements for the Design and Development and Reviewing

·          Functional Specifications and Developing Technical Specifications.

ORANGE BUSINESS SERVICES. (France Telecom)

Role :- Functional Support Lead                                                                             2005 – 2007

·         On Site Transitioning & Stabilization of Applications from USA & France.

·         Ensuring the transitioning and customization of the project; Process mapping, Client relationship etc.

·         Responsibility creation of the Standard of Procedure and Statement of Work

·         Preparation of training documentations and conducting technology trainings for offshore manpower.

·         Project Planning, Monitoring and communicating Project progress, Change Management, Resource Allocation, High level technical issue resolution, Risk Management and Service Delivery / Management implementation.

·         Managed and maintained relationships with key internal customers and other operations group.

·         Was leading a team of 3rd Level support for all the application support activities of all the  CRM Applications   ( GOLD, WebALC , START, CMS, Order Book, Gold Reporting)

·         Support the implementation and roll out of the finalized product/module in application as per ITIL Framework

·         Defined and document the process and procedures upon rollout of any new customization and creation of training documents and train the end users.

·         Managed Sarbanes-Oxley Compliance for In-House Application.

·         Generate KPIs for management review & provide periodic status repots to management on schedule, quality and content of the projects.

·         Leading operational meetings, con calls and client committee meetings.

·         Provide periodic status reports to management on schedule, quality and content of projects.

·         Extend support to Corporate Projects which may directly or indirectly require support from us.

·         Allocation of appropriate resources to projects and other activities to ensure adequate staffing to fulfill business expectations and meet commitments.

Transition Project Handled

Domain	Project Name	Tenure	Client
Pre-Sales	DMC, START & Partner Extranet	Aug 2005 – Jan 2006	OBS
Pricing	WebALC (Web Access Line Calculator)	Aug 2005 – Jan 2006	OBS
Ordering	GOLD (Global Order Lifecycle delivery), GOLD Reporting, OIT (Order in-Take Tool)	Aug 2005 – Jan 2006	OBS
Contract & Customer Referential	RefCo, CORE, CMS	Mar 2007 – June 2007	OBS

Achievements –

·         Have been able to contribute in > 60% increase in the application portfolio and business within a year.

·         Appreciation for effective Program Management and Transition Management of IT Project for improved QoS.

·         Received the award of  “Excellent Achiever Award Q1 for the year 2006” named as Orange Bravo now in Orange Business Services

·         Successfully completed (DMC = Delivery Model change) Project on Vendor rationalization.

·         Successfully set up the PMO (Project Management Office) for CRM dept.

·         Key Contributor for ISO2K & CMMi Organization projects.

·         Winner of ITNEXT100-INDIA’s FUTURE CIOs Award for 2010.

·         Was a panelist at the “SYSTEMS CONCLAVE” Event for IMT Ghaziabad, topic was “Cloud Computing-Past Present & Future.

·         Member of Centre for Innovation Incubation and Entrepreneurship run by Indian Institute of Management (IIM, Ahmadabad)

·         Article Published in ITNEXT Magazine (April, 2011 Edition) on Strategy (The ART of Managing ERP)

                                         

(III) TECNOVATE ESOLUTIONS (Subsidiary of Cendent Inc, USA)

Role: - Analyst (IT – Service European Operation)                                          2004 - 2005

(1)          Project Name: - Travelbag.co.uk                                                                                                    

Role: - Process Analyst                                                                                                2004 to  2005                                                                                                                                                                                                

 Project Overview:

Travelbag was part of ebookers plc, Europe's No.1 Online Travel Business, is a pioneer in Multilingual Offshore Business Process Outsourcing in India.                                                     

 Responsibility  

·          Application Support process implementation as per ITIL Guidelines

·          On Site Transitioning & Stabilization of Applications

·          Project Resource Management & Planning.

·          Issue Resolution, Effort Estimation

·          Risk Management, Co-ordination across different groups

·          Status Reporting to Executive Management

(II) IBM Daksh

Role: - Customer Care Executive                                                                    2001 - 2004

Project Name: - Sprint PCS ( USA)                                                                                              

(I) BHARAT CONNECT LTD

Role:- Team Leader (Customer Support & Sales)                                          2000 – 2001

                                                                                                                             

ACADEMIC QUALIFICATION

·          MBA from Lal Bhahadur Shastri Institute of Management

·          Bachelors of Commerce  from Delhi University

PROFESSIONAL QUALIFICATIONS

·          ITIL Foundation Course

·          ITIL Intermediate Service Strategy Certification

·          ITIL Intermediate Service Design Certification

·          Six Sigma Green Belt Certified Professional.

·          PMI 35 contact hrs Project Management Training

·          Honors Diploma in Network Centered Computing from NIIT

IT SKILLS

·          CRM Tools – Clarify, Premier, Citrix nFuse, PeopleSoft CRM

·          PL/SQL, Sybase, MS Access

·          MS Office, Lotus Note, Window XP, Window 7 Enterprise

·          Remedy, Heat , BMC Petrol

GLOBAL EXPOSURE

·          Traveled to UK, USA and France for process migration projects.

·          Have valid USA B1 Visa for 10 years.

·          Passport No – F0331525

PERSONAL DETAILS

·          Date of Birth          : 1 July  1979

·          Languages known   : Fluent in written and spoken English & Hindi and Bengali

·          Marital Status         : Married

·          Interests                : Reading, Photography & Mentoring Business Ideas

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