V IKRAMJIT SINGH

H.No-996, Sector-46, Gurgaon, Pin 122003.

E: Vikram.singh122@gmail.com P: +91-9910440635
Profile Summary
An extensively skilled, competent and result-driven professional with a total of 9+ years of work experience in the
Project Management & Development, Process Management, Process Design, IT Service Management, Process
Improvement, ITIL Process consulting, Cross Functional Team Management and Customer Relationship, Sales,
specializing in E2E Projects delivering strategic direction for improved maintenance and efficiency. Adapt new
environments and processes quickly.
Core Competencies

Project Management
Process Designing
Process Reengineering
Project Planning and Release Management
Stakeholder Relationship Management
UI & UX

ITIL Process Consulting

Project Development
Team Management
Risk Management
Documentation
Resource Planning
Sales

Training & Certifications

Professional Certifications:
PMP Trained
Microsoft Project 2013 certified.
ITIL v3 Foundation Certified APMG
Certification MCP (Microsoft Certified Professional)
Microsoft Server Virtualization with Windows Server Hyper-V and system Center Specialist.
Corporate Etiquettes and time management
On Track
Building for Success
Professional Experience

Microsoft Certified Professional

Continued

Project Lead Product Development

iYogi Technical Service Pvt. Ltd. Gurgaon. July 2008- Present
Current Designation: Project Lead Product Management/Development (Since Oct12)
Projects Handled
.
Mobile Device Management iYogi mobile device management is a client based MDM solution to monitor and
manage the mobile device remotely including remote wipe, lock, execute scripts, inventory etc. for android and iOS
platform.

Remote get all the customers mobile device information including

Software inventory
Hardware inventory
Geo location
Complete network information including carrier details
Remotely execute tasks at the client mobile
Remote lock
Wipe
Reset password
Install/uninstall application
Apply restriction policies
Execute scripts to resolve issues and optimize phone etc.
Phone security including antivirus SDK integration and web filtering capabilities.

.
Support Dock Smart Phones/mobile
https://play.google.com/store/apps/details?id=com.iyogi.SupportDock&hl=en
https://itunes.apple.com/us/app/supportdock/id536610843
The support dock for Smartphone is developed for the following platforms with features like
instant chat with support, entire health check of the phone, video channels integration.
An easy-to-use, all-purpose multi-utility App for your Android by iYogi!
Take control of your Android and get access to World Class Technical Support for all the digital
devices in your home.
TechGenie Facebook/Retail/Services/mobile
http://www.techgenie.com/
https://apps.facebook.com/techgeniepcoptimizer/

This product monitors the customers PC 24*7 and will trigger events in case of any unwanted or
a big change with a noticeable impact like malicious codes or windows updates is seen on the
customers PC.
TechGenie gives the ultimate protection for your devices, no matter what you do online.
Protect, speed and remove the hidden bugs in your system, so that you can get the most out of
your PC. Get proactive protection, so that you can do what you want online with complete peace
of mind.
Ultra-fast Internet detection tool stops most threats before they can even reach your PC.
Strong and reliable threat removal tool finds and eliminates even the most stubborn infections
from your PC

Other Projects
Tune Up tools Tune up tools is a set of utilities provided to the support dock user to optimize
his system himself without any expert help. The tool includes registry cleaner, system optimizer,
browser optimizer etc.
Maintenance tool Maintenance tool is a set of utilities help the customer backup and restore his
system files, encrypt decrypt and perform common fixes with the help of scripts.

Microsoft Certified Professional

MAC Optimizer Mac optimizer is a set of utilities provided for MAC optimization, cleanup,
update system and applications, smart uninstaller and other utilities for customer
Support Automation To help the support engineer perform resolution with the help of
automated scripts to for faster, effective and fool proof resolution.

May10 Sep12 Team Leader Operations /Sales

Holds the distinction of managing the entire gamut of Team management activities including holding daily team
briefings, monitoring attendance, undertaking daily / weekly analysis of data and obtaining feedback for any
positive or negative deviation; excellent track record of managing attrition and team discipline.
Kept a close track on the Teams Disposition Accuracy via Case Report.
Ensured technical upgradation of the team through triages, team meetings, trainings, etc.; managed team
grievances and resolved them up to their best satisfaction.
Played a key role in understanding measures, definitions and impact of various metrics such as Attrition,
Conversion, Revenue, Abs%, Login Hours, Occupancy, Utilization, Service Level, Abandon %,
Refund/Chargeback and CSAT.
Successfully attained the set process targets related to AHT, Utilization, CSAT, Sales Conversion, Revenue, etc.
Prepared & maintained reports on Subordinates AHT, Resolution Rate, Number of Sessions Taken, etc. to groom
Subordinates to get the best out of them.

July'08 May10

Technical Consultant Level 3

Successfully handled various technical issues as Level-3 Engineer.

Led a team of 5 Subordinates (Level-1 Technicians), provided them with a brief Action Plan to resolve problems
to their maximum capability, motivated them to achieve set targets and assisted them to improve technically.
Instrumental in delivering Triages and Team Meetings aimed at team coordination and team work spirit in order
to acknowledge technical & process queries.
Rendered assistance to Managers in redesigning processes and implementing new strategies; provided
suggestions and updated the Knowledge Base for better searches.
Served as 1st Person to achieve Key Contributor target in a Phone/remote process; successfully maintained Key
Contributor for 6 months.

Convergys India Services Gurgaon, India Mar 06 till July 08

Sr. Technical Support officer
Served as a Senior Technical support Engineer for client Microsoft providing Level 2 Technical support with
Adherence to company policy and Client policy.
Job Profile & Responsibilities
Significant Contributions
Successfully resolved technical issues on various Operating Systems, Hardware Peripherals and Networking.
Holds the distinction of planning and redesigning processes; attained all set Process Targets related to AHT,
Resolution Rate, Utilization, CSAT, etc.
Managed various Team activities such as resolving team grievances, attendance, roster, leave management,
defining exceptions, etc.
Provided triages to new hires on floor regarding upcoming issues, PNP (policies and procedures), etc.
Prepared & maintained reports on Team AHT and Resolution Rate.

Microsoft Certified Professional

Continued

 Attended training on Windows XP and Vista by Microsoft Certified Trainers.

ORION DIALOG PVT LTD New Delhi, India APR 05 Mar06
Customer Support Executive
Worked as a Customer Care Executive (Client was a leading Processor manufacturer for computers Intel)
Job Profile & Responsibilities
Providing customer support through emails for inquiry about latest processors.
Handling back office work. Processing of online phone orders.
Responsible for the quality aspect related to the process.
Organizing calibration session with the new team members across the floor later on.
Conducting assessments in the team to check the product knowledge of the members and preparing reports for
the same.
Technical Proficiency

Operating Systems: Windows Family.

Documentation Tools: MS Word, Excel, Power Point, MS Project, MS Visio, SharePoint.
Platforms: Mobile Android, iOS, blackberry, Windows phone, Symbian, MIDP, WAP &Web
Software Development Methodologies: Agile and Waterfall.
Languages: C, C++, HTML, Java, Java Script, SQL Server.
Development tools/IDE : Eclipse , UML, MS Visio, Agile Methodology
Sales Skills: Good in Sales, Quick in understanding and describing products.
Product Development & Management, Wireframing, PRDs and MRDs, Prototyping, Social Integration,
User Experience, User Acquisition, Balsamiq, Internet/E-commerce, Mobile QA/ Testing
Key Accomplishments

Awarded for Exhibiting Best Quality on Technical Support and Customer Satisfaction (QOS) for the month of
March & April 2007.
Awarded for Best Customer Satisfaction and First Quarterly Performance Champion in the month of
March,2008
Promoted to Sr. Technical Support Professional at Convergys.
Awarded Team Member of the Month for Consecutive 3 months from September till November 2009 at present
job for maintaining stacks of KC on the floor.
Awarded Best Product Team leader award for the month of Jan, Feb & March 2013 at present job for
maintaining stacks of KC.
Educational Qualifications

MBA [IT] from Symbiosis Pune with an aggregate of 65% in 2014.

BCA from Punjabi University with an aggregate of 64% in 2004.
Intermediate (10+2) from PSEB with an aggregate of 59% in June 2000.
SSC (10th) from PSEB with an aggregate of 62% in May 1997.

STRENGTHS

High-energy leader, motivator and Team player.

Good oral, written & presentation skills
Quick learner with good grasping ability
Deliver results by bringing clear thinking and generating action.
Managed teams from 5 to 150

Microsoft Certified Professional

Personal Profile
Date of Birth:
Languages Known:
Other Interests:
Passport:
Reference:

Microsoft Certified Professional

01/04/1981
English, Hindi, Punjabi
Net Surfing, To Watch and Play Cricket.
K5117399
Available upon request

Continued