VIKAS GUPTA

157- B, Pocket-1, Mayur Vihar-1, New Delhi

Email: g_vikas1@rediffmail.com
vgupta36@csc.com
Mobile: (+91) 9999976536

ITIL Certified having over 6 years of experience in Process Management, H/W & Vendor Management, Operations and
Customer Service. Currently working as Account Lead Asset Management with Computer Sciences Corporation Ltd
(CSC), Noida. Well versed in managing and motivating teams for running successful BPO operations & extensive
experience of developing procedures, service standards & operational policies for business excellence. Proficient in
preparing & compiling various MIS reports pertaining to individual accounts and associates. Excellent interpersonal
communication and organisational skills with proven abilities in team management and planning.

Core Competencies

Operations Management
- Monitoring overall resource planning and allocation, identifying improvement areas & implementing adequate
measures, leveraging resources for cost savings & evaluating processes & maintaining SOPs for bringing about
enhancement in systems.
- Vendor Management tasks by monitoring the performance of our Vendors by reviewing Service Level Agreements
against performance and working alongside our CSC Service Delivery Teams to help manage the relationship we
have with our Vendors.

Process Management
- Understanding clients’ requirement and coordinating in implementing and transitioning processes in line with the
guidelines for improving operational efficiencies.
- Seconding the overall functioning of processes, identifying improvement areas and implementing adequate
measures to maximize customer satisfaction level.
- Implementing workflows to facilitate structured support in all areas and issues.

Client Servicing
- Ensuring interaction with international customer to analyze requirements & provide customized services.
- Resolving escalated grievances and queries of clients on a day-to-day basis during the transition and operation
phase of the project.
- Implementing quality improvement measures for continual improvement in the services, ensuring higher customer
satisfaction matrices.
Projects Undertaken
EInventory -
Initiated the EInventory project for ISS account. This project was aimed to understand the anomalies
between the electronic captured data and repository data for Asset attributes & to identify the possible
ways to resolve the exceptions and provide asset team with handy report from where they can work.
The eletronic data capture (EDC) was provided by the end user technologies services (ETS). It was
important to make the ETS team understand the requirements. After getting the required EDC, it was used
to match with AMI data resulting in handy exception reports.
 Refresh Project -
Managed the refersh project for the Nordic countries to replace the assets (laptops, desktops & servers) as
per the asset life cycle. The project included the decommissioning of servers, replacement & disposition
of DT/LT. The project was for different locations across the globe with a high level of coordination with
local PMs. In refresh projects at a given point of time double the volume of the assets can be seen on
production, so to minimize the risk on billing to client, a swift movement of incoming & out going assets
was required.

Career Highlights

Computer Sciences Corporation Ltd (CSC)., Noida Since Apr’06

Account Lead (Hardware Asset Lead) – Asset Management Service Delivery

The third largest IT Services Company in the world, with a presence in over 90 countries, this US$ 16 billion Fortune
500 Company has nearly 90,000 exceptional professionals.

Account Prime for Asset Management of CSC client ISS. Coordinating with onshore clients directly to provide
assistance on various account/asset related issues. Responsible for Data Mining & Database Management/ Analysis.

Performing the regular Quality checks in the asset repositories and sending the analysis to the counterparts and their
management. Ensuring that processes and procedures are documented for all services contracts and are available for
our vendors to refer to. Reviewing performance of the Vendor/s on a regular basis.

Attending the regular account status calls with the LOS /SDMs. Links with the financial business offices to have a
monthly view of the invoice accuracy and payments. Arranging meetings with Vendors on a regular basis to assist
and influence in making informed recommendations around which the Vendor will be awarded contracts. Provide a
focal point for the Procurement Groups, to ensure that contracts and agreements for the provision of products and
services are aligned to client demands and common business processes.

Knowledge Transfer to new hires in the department. Generation and distribution of database samples for the
monthly repository quality checks. Once these data packets are processed and sent back by the technicians,
databases are updated to reflect the latest changes.

EXL Services Ltd Aug’05- Apr’06

Sr. Process Associate

Working for the Data analyzing & Verification process, DocTrail in the loan approving section of the U.S. Bank,
INDYMAC.

 Working with agents, on a one to one basis, suggest improvement areas and define them their lacking parts for
further improvement.

Coordinating with the TL / AM to re-define quality parameters and ensure they are adhered to.

HCL Technologies BPO Services Ltd., Noida Dec’02- Dec’04

Sr. Process Associate
 Demonstrated excellence in working on an Account Based Sales System and Back Office Operation Campaign
BT MaccSim of British Telecom.

Daily Filtration of valid & non valid leads. i.e. which missed any of the relevant fields. Assigning sales leads
processed by various BT campaigns to the sales specialists.

Accountable of being a single point of contact for MIS reporting and structures for an outbound sales process.

Granada Services Ltd. (I Energizer)., Noida Jan’02- Dec’02

Sr. Customer Support Executive

Involved in US based outbound sales campaign of Chicago Sun Times.

Worked as BDO for three months & directly reporting to the MD of the company.

Trainings
Attended Trainings On:

 Data Protection Act & BS7799 compliance training

Yellow Belt Quality Parameter training
CSC internal DBA & CCNA Basics training
ITIL
Project Management Professional (PMP) orientation training
MS Project Basics

Academic Qualification
2008 ITIL (Foundation)
2001 B.Com.(P) Delhi University
1998 10+2 CBSE
2002 GNIIT NIIT

Skills

Operating System : UNIX, Windows NT

Others : MS-office, AMI, USD, E-inventory

Date of Birth: 10th December 1980