Rajeev Dayal

Directing & managing global assets & inventory maintenance, renewals, negotiations & approvals. Responsibilities include vendor & stakeholder management. Reporting to the leadership team. Managing multiple functions with large teams through effective people management. Documentation of project plans, purchase requests, approval records, trend analysis, budgeting & project reports.

Responsibilities include stakeholder management (HR, Finance, various service desk and other IT Teams). Identified risks & issues to the process at the right time and mitigated risks from support teams. Managing multiple functions with large teams through effective people management. Managing Transition and integration of Active Directory in HR and service desk through BizTalk/iPaas. Preparation of Service Strategy/Roadmaps/Proposal/Statement of Work/Standard Operating Procedure. Swivl actions on escalated incidents/cases through email, calls, and other internet tools such as communicator. Coordinating with all support teams for all the changes for smooth transitions/deployments. Achieved 95% customer satisfaction and reduced support ticket resolution time by 30%.

Handled global clients with all the technical requests and service deliveries related to the wireless and wired networks. Preparation of end-to-end projects including designing/implementation/troubleshooting. Act as the focal point for resolving high-priority incidents and escalations affecting huge business operations. Ensures Quality reviews occur on schedule and according to the procedure. Preparation of Proposal/Statement of Work/Standard Operating Procedure (Implementation). Swivl actions on escalated incidents/cases through email, calls, and the web. Coordinating with all support teams for all the changes for smooth deployments. Training & mentoring peers. Reduced the critical cases by 75%, increased the successful rollouts by 65% and enhanced customer servicing by 35%.

Coordinated the technical teams in providing world-class customer service and experience, reducing customer inquiries by 45% and complaints by 60%. Supported clients in implementing company product services and facilitate communication between stakeholders, team members and executives. Developed training programs to ensure best practices and techniques to achieve customer satisfaction. Developed and implemented streamlined processes resulting in a 50% improvement in customer satisfaction rating and increased repeat business by 55%. Facilitated successful project delivery via effective resolution and management of customer requests, ensuring client SLAs and driving product quality.

Problem/Change/Incident Management Consultant with more than 5 years of experience in Network, ITSM, and ITIL. Handled APJ and America's clients with all the technical requests and Service deliveries. Manage all Priority 1 and complex priority 2 incidents which were escalated by various enterprise entities. Worked at HPE Networking Global Solutions Center assisting clients on HP Procurve, H3C devices, switching, and wireless products. Training & mentoring peers.

Responsible and accountable for the coordinated management of multiple related projects directed toward strategic business and other organizational objectives. Build credibility, establish rapport, and maintain communication with stakeholders at multiple levels, including those external to the organization. Maintain continuous alignment of program scope with strategic business objectives and make recommendations to modify the program to enhance effectiveness toward the business result or strategic intent. Coach, mentor, and lead personnel within a technical team environment. Present periodic Dashboard reports on the current program, future opportunities, and client issues.

Designed and implemented the Client's network infrastructure globally and assure that the network design is reviewed on a periodic basis to maintain an optimal price/performance. Created design standards and specified network solutions (templates) to meet the client's business requirements. Expanded, enhanced, and evolved the routed backbone, data centre switching and Internet gateway infrastructure to cost-effectively meet all specific business requirements. Proven experience of LAN/WAN design & implementation experience; completing projects end2end from planning>design>implementation>testing. To configure Cisco 1900, 2600, 3800 series routers and 2950, 3550, 3750, blade switches and core switches. To prepare a work-around to face new challenges that come with performing configuration tasks. To identify the challenges in performing the activity and try to find out the resolution in order to run the project smoothly. Monitor the Alarms which generates during the migration to prevent raising a false incident or ticket. To brief the team members about modifications or updates in the process timely. To prepare reports for the tasks done on daily basis. To monitor team performance and ensure adherence to Quality standards by meeting SLA. Contribution to Knowledge Management Activities. Ensure 100% compliance with SLA targets. Analyze technical problems systematically and solves them effectively.

Installation, configuration, administration of Cisco 2900, 1900 series Switches and Cisco 2600 series router. Administered and Maintained a Local Area Network of 60+ systems (Platform: Win XP/7). Monitoring of the network using SolarWinds. Providing 3rd level technical support for Hardware and Software related problems. Troubleshooting of Windows Operating Systems and other various applications. Antivirus management through AVG Antivirus.

More than 4 years of working experience as a Network & System Administrator, Hardware & Software troubleshooting. Installation of DNS, DHCP Server, installation Network Printer. Providing connectivity between Windows 2003 Server with Win 2000 workstation and Win XP workstations. Microso Outlook configuration troubleshooting. Troubleshooting of Macintosh computers, LAN, and WAN devices. Apart from technical expertise, I got exposure to marketing, vendor, procurement, and financial management as a part of my versatile job profile.