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Rahul BAKSHI

Nanterre

En résumé

Fr.linkedin.com/pub/rahul-bakshi-crm-itil®-v3-itil®-so-and-scm/a/373/43b/

Certified : PRINCE2, ITILV3, ITIL SO, CRM and Support Center Manager

14+ years of experience in distinguishing, tackling business challenges and client issues with inventive solutions.

Consolidating my broad Business, IT, Operational and Project experience, I have demonstrated predominant fitness in guaranteeing IT abilities are effectively applied to meet business demands.



Mes compétences :
Service Delivery
People manager
Quality assurance
Transition Management
Business re design
Performance management
Self motivated
Confident
Microsoft SharePoint
Microsoft Office
Microsoft Windows 7
Six Sigma
Release Management
Citrix Winframe
revise deployment
manage people & process
chat management
Windows Server 2008 R2
VMware
Service Delivery Management
PRINCE2 methodology
Microsoft Exchange 2010
Managed Operations
Managed Group IT initiatives
Manage local IT devices
Loyalty Schemes
Knowledge Management
ITIL SO
ITIL
IBM OS/2
Gateway
Citrix XenDesktop
Audit
Active Directory

Entreprises

  • AXA France - International Service Delivery Manager

    Nanterre 2013 - maintenant > Performed Incident, Change and Release Management tasks following ITIL concepts;
    > Authored high quality technical documents to develop knowledge database;
    > Managed Group IT initiatives & major projects;
    > Managed local IT devices (workstations, laptops, thin client, tablets, and phone);
    > Provided support for Citrix infrastructure;
    > Implemented upgrades and patches;
    > First point of contact for IT outsourced Services

    Project 1: Windows 7 deployment (Paris, Italy, Spain and Netherlands)
    Project 2: Quest Password Manager (Global)
    Project 3: WebEx (Global)
    Project 4: Video conferencing and chat management (Global)
    Project 5: 2Factor Authentication (Global)

    Technology:
    • VMware
    • Active Directory
    • Cisco Products
    • Citrix XenDesktop 6.0 , 7.5
    • Windows Server 2008 R2
    • Microsoft Exchange 2010
    • Office 2010
    • JIRA ON demand - Atlassian software

  • HSBC - IT Service Delivery Manager & Project Coordinator

    Paris 2003 - 2012 Incident, change and release management, manage people & process to achieve agreed Performance/Service Level Agreements (SLA/PLA), Conduct monthly operational reviews; Define and implement quality standards; Manage attrition and ensure staff members are fully engaged, Prevent revenue leakage - identify and eliminate redundancy;

    Service Delivery Manager - IT Operations

    Managed Operations for a large service desk with 500+ staff & virtual teams
    Achieved agreed Performance/Service Level Agreements (SLA/PLA)
    Conducted monthly operational reviews
    Defined and implement Continuous Quality Improvement (CQI)
    Managed attrition and ensure staff members are fully engaged
    Prevented revenue leakage - identified and eliminated redundancy
    Vendor and inventory management (software and hardware)

    Project Coordinator: Windows 7 OS migration

    Closely monitored regional roll-out plans and engaged with stakeholders to review/revise deployment schedules as appropriate and solicited training/knowledge management support
    Worked closely with Change Delivery team to enable meaningful MI and trends to track post deployment effects on the Help & Support teams and provide recommendations
    Facilitated regular project meetings with Operations, Application owners and Support teams

    Project Coordinator: Knowledge Management (SharePoint 3.0)

    Content authoring, editing, auditing and quality checks of knowledge documents
    Published knowledge content on SharePoint 3.0

    Project 1: Windows 7 deployment (India, China and France)
    Project 2: Knowledge tool created using SharePoint 3.0
    Project 3: Continuous Quality Improvement (CQI)
    Project 4: Recruitment and Career progression (Governance body)

  • SRI CHAITANYA INFO SYSTEMS PVT. LTD. - Marketing - Analyst Concept Selling

    2002 - 2003 ⦁ Online sales for Holiday & Telecom packages

  • Tata Motors - Marketing - Sales & Finance (invoicing)

    2001 - 2002 ⦁ Managed In-house sales, Invoicing, Loyalty Programs and clearance for TATA Automobiles.

  • WORLD BOOK ENCLYCLOPEDIA - Educational Consultant

    1999 - 2001 Create awareness among parents on early education of child using scientifically designed educational products with Audio and Visual aids;

    ACADEMIC

Formations

  • Skema Business School

    Paris 2013 - 2014 Master of science

  • Osmania University (Hyderabad)

    Hyderabad 1999 - 2001 Bachelor of Science

Réseau

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