Nilima Shinde
kuala lumpur
Summary
Professional with nine years of experience in service delivery and order processing, specializing in network operations and team management. Successfully implemented ITIL v4 practices, enhancing service delivery processes and client relationship management. Proficient in BMC Remedy and Salesforce CRM, with a solid understanding of routing protocols. Dedicated to achieving high-quality service outcomes and aligning with business objectives through effective communication and collaboration.
Overview
1
1
Certification
7
7
years of professional experience
Work History
Team Lead
SAKON
04.2023 - 08.2023
- Oversee the entire order management process from order entry through delivery, ensuring accuracy, on time of delivery and efficiency.
- Supervised and mentored order management team, providing guidance and support to enhance overall performance.
- Train team members on order management software and tools, ensuring familiarity and competency.
- Coordinate with the sales team to ensure alignment on customer expectations and order fulfilment timelines.
- Collaborate with other departments, including sales, inventory, logistics, and finance, to ensure effective communication and operational efficiency.
- Processed customer orders accurately, resolving issues related to pricing, shipment, or product availability.
- Maintain strong relationships with customers by providing excellent service and support throughout the order lifecycle.
- Communicate clearly with customers regarding order status, shipping information, and any potential delays.
- Develop and maintain order management procedures and documentation, ensuring compliance with company policies.
- Analysed reports on order volume, fulfilment rates, and team performance to identify trends and improvement areas.
MANAGEMENT CONSULTANT
RICOH ESPANA
MADRID
02.2020 - 12.2022
- Achieved client satisfaction by delivering services according to agreed service definitions, SLAs, and contracts.
- Leading a service delivery team of 7-8 people from different regions Service Delivery (Service Provisioning & implementation).
- Collaborated with ordering, network assignment, and network configuration teams to streamline service delivery.
- Participation in reviews and present updates Adhere and follow ITIL process (incident, problem, and change & configuration).
- Understand New Business cases and client needs, demonstrate delivery methodology to Prospective clients.
- Costing and Pricing for new Business cases Monitor network performance Resolve problems reported by end user.
- Took ownership of tasks, ensuring follow-up and successful completion of assigned jobs.
- Analysed the fault and provide the necessary resolution within a short time.
- Closely working on NRC, MRC and forecast coordination with team to ensure the timely delivery.
- Prepare SOP and related documents conduct daily review meeting with the team.
- Fetched reports from Tableau and conducted review meetings with team members, suppliers, and end customers to assess project status.
- Coordinated with assignment and configuration team to ensure IPs were assigned and configured in the network.
- Managed and tracked Engineering Change Requests (ECR) for network hardware and software configurations.
- Utilized PDM systems to maintain version control and documentation for network devices.
- Third-party coordination for troubleshooting issues Keep an eye out for needed updates.
- Checking the improvement points of the supplier and discussing in supplier meeting.
- Configuring / Troubleshooting Routing Protocols Experience in Multi-vendor environment.
- Employed by Hublance Europe SL, responsible for various administrative tasks.
SENIOR EXECUTIVE
Wipro limited
12.2017 - 02.2020
- Ensured client satisfaction by delivering services in accordance with agreed service definitions, SLAs, and contracts.
- Managed operations across multiple regions without escalations.
- Served as escalation point for end customer and support team, identifying and troubleshooting issues to facilitate resolution.
- Managed end-to-end orders for installation tracking team, ensuring timely service delivery of fibre optic cable and router installations.
- Coordinated logistics with providers for timely shipments.
- Analyse the fault and provide necessary resolution within a short time.
- Take the ownership and follow-up until the job assigned is successfully completed.
- Making sure assignment and configuration team is completing their task on time and correctly.
- Communicate with both the supplier and customer (via global project manager).
- Participated in client-supplier meetings to discuss project requirements.
- Prepare network diagrams, SOP and related documents.
- Do the pre-checklist before going on the Configuration Window.
SR. ENGINEER
Tech Mahindra LTD
10.2016 - 10.2017
- Supported client needs by engaging in pre-sales activities to ensure tailored solutions.
- Provided technical support for customer issues and inquiries.
- Utilised internal tools to manage support tickets efficiently.
- Co-ordinate with client for new network device installation.
- Prepared network diagram using Verizon to facilitate network implementation.
- Raised network orders using Salesforce tool to streamline procurement process.
- Coordinating with sales team, account manager as well as project managers for equipment delivery.
- BY using CISCO estimator helping client for better device in pricing purpose.
- Provided bill of materials based on project specifications.
Education
Master of Engineering - Computer Engineering
Dr.D.Y.Patil College Of Engineering Ambi
Bachelor of engineering - Information technology
Indira College of Engineering
PuneH.S.C -
Maharashtra Board
SSC -
Maharashtra Board
Skills
- Team leadership
- LAN/WAN
- TCP/IP networking
- Routing configurations
- ITIL
- Order management
- Service delivery
- Customer relationship management
- Technical troubleshooting
- Project coordination
- Stakeholder engagement
- Leadership skills
- KPI management
- SQL programming
- Logistics coordination
- python programming
Certification
2016-09-01, CCNA (R&S)
Custom
- Mobile, 0162847955
- Whatsapp, 9623968566
Timeline
Team Lead
SAKON
04.2023 - 08.2023
MANAGEMENT CONSULTANT
RICOH ESPANA
02.2020 - 12.2022
SENIOR EXECUTIVE
Wipro limited
12.2017 - 02.2020
SR. ENGINEER
Tech Mahindra LTD
10.2016 - 10.2017
Master of Engineering - Computer Engineering
Dr.D.Y.Patil College Of Engineering Ambi
Bachelor of engineering - Information technology
Indira College of Engineering
H.S.C -
Maharashtra Board
SSC -
Maharashtra Board