Sanath Kumar P

 

SANATH KUMAR P, PMP®, CSM®

 

#27, ”Radha Nivas”,                             [email protected]                        Cell : 9880264785

2nd Main Road, 4th Cross,

Kammagondana Halli,  

Jalahalli West Post,

Bangalore – 560015       

14+ years of experience in MNC. Have worked in Project & Program management team, Quality Management, Operations & Business Analysis team. Achieved improvements to the bottom line performance, high customer satisfaction rankings and turnaround of underperforming operations.

Project & Program Management	Business Analysis	Operations[Technical Support ]
People Management / Training	Governance & Reporting	Business Intelligence
Tableau, MS SQL	HTML, CSS	Excel VBA, MS Project
SharePoint, InfoPath	MS Excel, Word, PowerPoint	PPM tools ChangePoint

Type BOARD Percentage S.S.L.C [10th Class] Karnataka 68% P.U.C[12th Class] Karnataka 77% B.E [Bachelors] Bangalore University 66% EPGPM[Executive PG] myBskool.com & MMA 75%[A+]     BACHELOR OF ENGG. [B.E]

B.E (COMPUTER SCIENCE) from University Visvesvaraya College of Engineering (UVCE) under Bangalore University in September 2001.

 

Additional Certifications:

• PMP® Certified from PMI
• Certified Quality Engineer(CQE) from ASQ
• Certified Six Sigma Green Belt(CSSGB) from ASQ
• ITIL v3® Foundation Certified
• A+ Certified from COMPTIA
• MCP ( Microsoft Certified Professional )in WINDOWS 2000 Server
• Business Systems Analysis Certified[CBAP] from INQUESTRA, Canada
• DCSE (Dell Certified System Expert) in DELL products like Desktops, Wireless Routers, Laptops

 

NTT DATA Services (Formerly DELL Services, Bangalore)

Sept 2014 to present

Project Program Management Advisor

              This role is a part of NTT DATA Services - Global Delivery & Operations[GDO] as Services Business Unit Project Management Office [PMO].

 

Job Description:

 

        As part of the Services BU PMO, this role was to provide PM3 PMO thought leadership and support, support for the Portfolio Quality Management function of the PMO through project reviews, as well as support for PMO Project Delivery Governance functions including project reporting, analytics, program maintenance, and general tools administration activities. Primary responsibilities will be providing SME knowledge and tool administrative support for project management tools such as Changepoint and Project Reporter, as well as expertise in the creation/management of reporting solutions that support oversight/governance activities for Project Delivery Governance function of the PMO.

 

Skillsets:

        - PMO knowledge, expertise and experience (program mgmt. and/or PMO), as defined by the PM3 (the PMO best practice processes)
- Strong with MIS [Management Information Systems] related to Projects and portfolio management systems (Changepoint)
- Expertise with MS-Office Suite (MS-Project, Visio, PowerPoint, MS-Excel and PM3 Tool enhancements/maintenance (macros, Visual Basic, pivot tables, database))
- SharePoint administrative functions expertise/experience; SharePoint list development and maintenance experience
- Tableau reporting
- Experience with PMO /portfolio quality, portfolio management, project delivery governance monitoring, variance analysis, root cause analysis and reporting (performance reporting, compliance reporting, trend analysis, continuous improvement); portfolio-level adhoc reporting and analysis

       - Knowledge of Agile/Scrum Framework

 

DELL, Bangalore

Dec 2011 to Aug 2014

Business Analysis Sr. Analyst

              This position within Global Services Engineering [GSE] is a part of the ABU Warranty Cost Reduction Quality and Compliance team and functions in a broad capacity to support Quality initiatives and processes implemented by the team to audit, measure and reduce dispatches. The primary focus area of this role is to interact with all GSE and Americas Tech Support operational teams to ensure Quality processes are being adhered to across the region. This is accomplished by means of quality audits, root-cause analysis of dispatches & repeat dispatches, and providing end-to-end feedback to tech support.

 

 

 

 

 

Job Description:

 

1. Analyze data in order to determine root causes, and propose process improvements to maximize cost savings and the customer experience
2. Format, prepare and distribute weekly status and trending reports. Propose process improvements for maximum cost savings and customer experience
3. Prepare and distribute various ad hoc requests based on business needs. Assist in quality process improvement projects as defined by the team
4. Communicate with Dell teams to maintain the timelines and expectations. Adhere to PMI and BPI framework for project management/process improvement

 

Skillsets:

        SQL Server 2008, JMP, MS-EXCEL, MS-POWERPOINT, MS-WORD, MS-PROJECT.

 

DELL, Bangalore

Aug 2008 to Nov 2011

Technical Support Team Manager

Have handled a team size of  25 agents. The team was handling the Technical Support queries of  US based CSMB[Consumer & Small Medium Business] customers.

Results :

• Team consistently achieved CE [Customer Experience] score of  @ 75% & XPR [External Problem Resolution] of 85% & Resolution Rate at 86%
• Team achieved Sales target of $100,000 per quarter
• Team made retention sale at $50,000 per quarter

 

Job Description:

1. Responsible for overseeing technicians diagnosing, troubleshooting, and repairing computer systems, software systems, or application. Resolve escalated technical/customer satisfaction issues to ensure a quality support environment and maximize customer based satisfaction
2. Spend quality time coaching, mentoring, call monitoring, and ensuring solid communication across entire team. Ensure that technicians’ knowledge levels are in sync with latest upgrades and/or new releases. Provide training to staff and functional groups to assure quality support to customers. Provide guidance to employees in achieving key performance criteria. Responsible for implementing company policies and managing employee satisfaction