Kelvynder Singh
Project Manager
Summary
Customer focused Project/Operations Manager with excellent Customer Service Management. Over 21 years of Information Technology, Technical Helpdesk and Service Delivery & Project Management coupled with Process Improvement, Problem Solving, People Skills, Teamwork, People Management and Managing Processes. Over 10 years of emphasizing excellence in Operations Management by constant training and development activities and performance measurement activities.
Overview
22
22
years of professional experience
Work History
PROJECT MANAGER (SKYPE & MS TEAMS)
Cognizant
5 2021 - Current
- Act as the Single Point of Contact for Delivery for the project
- Responsible for End-to-End Service Delivery for the portfolio
- Devise Corrective and Preventive actions for any Service Level breaches, near misses and Customer escalations
- Integrates Service Management Office into the service delivery to effectively leverage their specialist capabilities
- Manage defined processes and risks with respect to organization and customer
- Coordinate with onsite and offshore teams as necessary during project delivery
- Provide project updates on a consistent basis to various stakeholders about strategy, adjustments, and progress.
CUSTOMER SUCCESS MANAGER
Location Media Xchange (LMX)
02.2021 - 05.2021
- Designed enterprise client on-boarding process and managed implementation specialists
- Created and managed the client life cycle process across all stages of the post-sales customer lifecycle
- Helped drive adoption and maintain top accounts with key stakeholders
- Strategized on new business and expanded footprint into existing accounts
- Generated analytical utilization reports to influence renewal business and drive user adoption
- Conducted online training sessions to new clients and led onboarding process to ensure success rate
- Maintained and enhanced customer satisfaction by providing ongoing, proactive support throughout the customer life cycle
- Report on Customer Success results
- Developed a deep understanding of the product and operational offerings
- Implemented churn prevention programs and drove new business growth through customer advocacy
- Managed and developed a diverse team to achieve targets regionally.
MANAGER DIGITAL OPERATIONS (TEAM LEAD)
GE Digital ASPAC
08.2018 - 02.2021
- Design, Develop, Implement and support the use of technology with geographically distributed infrastructure systems
- Provide management of the tactical IT plans to ensure they meet current needs and are responsive to the future needs
- Maintain the integrity of the systems with applying security best practices
- Manage all internal, co-located and/or cloud-based data center and related system
- Manage global IT assets including software licenses and hardware full lifecycle management
- Supervise and provide technical leadership to technical staff and ensure compliance with appropriate policies
- Develop and manage adherence to departmental Change Management and Service Level Agreements (SLAs)
- Define, develop, maintain, and test Standard Operating Procedures (SOPs) for all operational processes
- Participate in budgeting, process and manage IT Infrastructure related projects and investments
- Identify and respond to technology related professional growth needs for all staff members and train staff appropriately.
CUSTOMER SERVICE DESK SUPERVISOR
Linfox IT Service Desk for Australia & NZ
05.2016 - 03.2018
- Mapped the current processes from previous vendor, designed and implemented current helpdesk
- Managed the help desk staff to ensure consistent and high-quality service to the customer's End users in line with all SLA's and KPI's
- Provided Problem Management System support activities
- Made the Service Desk as the single source service delivery channel for IT
- Monitored and managed phone queue
- Overall management of Service Desk performance to ensure service level and customer satisfaction are achieved or exceeded
- Managed the processing of incoming calls to the Help Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues
- Overall responsibility for timely resolution of incidents and request submitted to Service Desk
- To ensure all customers Service Level Agreements are adhered to and all Key Performance Indicators achieved
- Generate periodic reports and performance dashboards to be presented to the Management of IT Operations (CIO) and the customers
- To be the lead for Major Incident Management and to ensure that repeated incidents are identified and rectified through problem and change management procedures
- Oversee the development of knowledge-based repository to ensure that known solutions are updated and made available to Service Desk Executives for quick searches and fast resolutions
- Train, coach and mentor Service Desk Executives
- Work closely with peers from IT Operations and other vendors to ensure timely resolution of issues reported
- Ensure timely escalations of issues when necessary and work closely with other functional teams in IT Operations and vendors to troubleshoot and resolve issues as per Service Level Agreement
- Ensure smooth handover of open IT Service Desk incidents and service request during shift change so that these tasks can be followed up and completed in the subsequent support period
- Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.
SERVICE DESK MANAGER cum PROJECT MANAGER
Celcom IT Helpdesk
05.2014 - 05.2016
- Mapped the current processes from previous vendor, designed and implemented current helpdesk
- Managed the help desk staff to ensure consistent and high-quality service to the customer's End users in line with all SLA's and KPI's
- Provided Problem Management System support activities
- Made the Service Desk as the single source service delivery channel for IT
- Monitored and managed phone queue
- Overall management of Service Desk performance to ensure service level and customer satisfaction are achieved or exceeded
- Overall responsibility for timely resolution of incidents and request submitted to Service Desk
- Lead the Service Desk Team to ensure all customers Service Level Agreements are adhered to and all Key Performance Indicators achieved
- Generate periodic reports and performance dashboards to be presented to the Management of IT Operations (CIO) and the customers
- Ensure that repeated incidents are identified and rectified through problem and change management procedures
- Oversee the development of knowledge-based repository to ensure that known solutions are updated and made available to Service Desk Executives for quick searches and fast resolutions
- Train, coach and mentor Service Desk Executives
- Work closely with peers from IT Operations and other vendors to ensure timely resolution of issues reported
- Ensure timely escalations of issues when necessary and work closely with other functional teams in IT Operations and vendors to troubleshoot and resolve issues as per Service Level Agreement
- Ensure smooth handover of open IT Service Desk incidents and service request during shift change so that these tasks can be followed up and completed in the subsequent support period.
CUSTOMER SERVICE DESK MANAGER
Optus IT Service Desk, Regional Data Centre (RDC), Malaysia & Australia
08.2012 - 04.2014
- Mapped processes from Sydney Australia and implemented for RDC Malaysia
- Built the service desk and team from ground up
- Provided data and reporting of KPI's/SLA's and trends to IT department and others
- Made the Service Desk as the single source service delivery channel for IT
- Monitored and managed phone queue
- Supervised clients' requests, incidents, and problems
- Managed and coordinated urgent and complicated support issues
- Acted as escalation point for all requests and incidents
- Developed and matured phone/ticket escalation processes
- Determined root cause of issues and communicated appropriately
- Screened, interviewed, and recruited all staff
- Trained, coached, and mentored Service Desk Specialists
- Supervised staff activities
- Managed process for communicating outage/emergency activities
- Managed vendor relationships
- Reviewed survey feedback to improve services, tools, and support experience
- Recorded and filed confidential information.
TEAM LEAD
HP MBS/DELPHI Media Management, HP Managed Business Solutions (MBS)
08.2008 - 08.2009
- Mapped processes from Colorado Springs and implemented processes for MBS Malaysia
- Managed and optimized the operations of the Service Desk
- Managed multiple Delphi sites from multiple regions
- Screened, interviewed, recruited, trained, and monitored all staff
- Managed Daily/Weekly System Monitoring
- Scheduled and implemented Backup/Restore Media Management
- Performed Database Media Management
- Conducted Team Management Activities
- Performed training and development activities for MBS team
- Generated Agent Track Performance report and proactively implementing changes to improve support
- Successfully implemented the standardization of Pull List template for all sites
- Developed Knowledge Based Manual.
TELESALES OPERATIONS MANAGER
Multi-Purpose Insurance Berhad
03.2007 - 08.2008
- Monitored sales and prepared reports on sale achievements
- Monitored team working and ensured achievement of service level metrics
- Coordinated with Telesales team and developed campaigns
- Reviewed work of Telesales team and evaluated productivity
- Assisted virtual team, developed strategies
- Prepared and forecasted budgets for projects
- Managed all problems in project
- Determined procedures of department
- Recommended specific need of staff
- Managed compliance of all Service Desk policies
- Analyzed the agent's areas of weakness
- Monitored helpdesk processes and procedures
- Performed Project Quality and Compliance
- Maintained the knowledge base
- Prepared training material, conducted training and testing
- Registered feedback and responses for process improvement.
PROJECT ADMINISTRATOR
ANZ Banking & Quantas Airlines Service Desk, Spyder Communication
09.2005 - 03.2007
- Coordinated the interviewing, hiring and training of new candidates for 1st level helpdesk position
- Administrated call center operations
- Monitored interaction between staff and callers
- Performed SLA Management
- Managed milestones and project plans
- Tracked progress and reviewed project tasks
- Proactively communicated project status, issues, and risk
- Managed compliance of all Service Desk policies
- Maintained the knowledge base
- Prepared training material, conducted training and testing
- Registered feedback and responses for process improvement.
OPERATIONS COORDINATOR
Original Aura Cargo (Malaysia)
09.2004 - 09.2005
- Facilitated various transportation provider software systems
- Prepared and updated monthly logistics schedule
- Coordinated daily activity to track location and movement of inventory
- Assisted in obtaining necessary transportation permits
- Organized and maintained documentation supporting order fulfillment
- Prepared proper paperwork for billing and authorization
- Managed all problems in project
- Determined procedures of department
- Recommended specific need of staff
- Managed compliance of all Service Desk policies
- Analyzed the agent's areas of weakness
- Monitored helpdesk processes and procedures.
TECHNICAL SOLUTIONS SPECIALIST
HP Global Service Desk, Malaysia
04.2002 - 08.2004
- Rendered as first point of contact for employees for Hewlett Packard in Asia Pacific
- Provided IT support & solutions to Internal Hewlett Packard employees via phone and emails
- Assisted in managing team daily operations
- Managed all open and escalation cases
- Performed troubleshooting messaging and collaboration services
- Supported infrastructure services and managed all business application for Hewlett Packard.
Education
B. Sc in Business Computing -
Asia Pacific Institute of Information Technology (APIIT)
01.2001 - 04.2002
Higher Diploma in Business with Information Technology - undefined
Asia Pacific Institute of Information Technology (APIIT)
01.2000 - 04.2001
Diploma in Business with Information Technology - undefined
Asia Pacific Institute of Information Technology (APIIT)
01.1999 - 04.2000
Advance Certification in Information Technology - undefined
Sunway College
04.1998 - 05.1998
Skills
Project Management
Project Planning
Project planning and development
Project tracking
Team Leadership
Operations Management
Strategic Planning
Performance Management
Staff Development
Workforce Management
Service Level Management
ITIL Knowledge
Incident Management
Escalation management
Customer Service
Training
- ITIL v3
- Project Management Professional Certification (PMP)
- SAP
- Cisco PABX
- Clarify
- Remedy
- HP Openview
- Windows OS
- Linux
- Outlook
- Lotus Notes
- Avaya Call Management System
- HP Data Protector
- Symantec Backup
Timeline
CUSTOMER SUCCESS MANAGER
Location Media Xchange (LMX)
02.2021 - 05.2021
MANAGER DIGITAL OPERATIONS (TEAM LEAD)
GE Digital ASPAC
08.2018 - 02.2021
CUSTOMER SERVICE DESK SUPERVISOR
Linfox IT Service Desk for Australia & NZ
05.2016 - 03.2018
SERVICE DESK MANAGER cum PROJECT MANAGER
Celcom IT Helpdesk
05.2014 - 05.2016
CUSTOMER SERVICE DESK MANAGER
Optus IT Service Desk, Regional Data Centre (RDC), Malaysia & Australia
08.2012 - 04.2014
TEAM LEAD
HP MBS/DELPHI Media Management, HP Managed Business Solutions (MBS)
08.2008 - 08.2009
TELESALES OPERATIONS MANAGER
Multi-Purpose Insurance Berhad
03.2007 - 08.2008
PROJECT ADMINISTRATOR
ANZ Banking & Quantas Airlines Service Desk, Spyder Communication
09.2005 - 03.2007
OPERATIONS COORDINATOR
Original Aura Cargo (Malaysia)
09.2004 - 09.2005
TECHNICAL SOLUTIONS SPECIALIST
HP Global Service Desk, Malaysia
04.2002 - 08.2004
B. Sc in Business Computing -
Asia Pacific Institute of Information Technology (APIIT)
01.2001 - 04.2002
Higher Diploma in Business with Information Technology - undefined
Asia Pacific Institute of Information Technology (APIIT)
01.2000 - 04.2001
Diploma in Business with Information Technology - undefined
Asia Pacific Institute of Information Technology (APIIT)
01.1999 - 04.2000
Advance Certification in Information Technology - undefined
Sunway College
04.1998 - 05.1998
PROJECT MANAGER (SKYPE & MS TEAMS)
Cognizant
5 2021 - Current