VINAY DESAI

Mobile: 9869229511, 02225679739 ~ Email: vinay10us@yahoo.com

Objective: Looking for challenging career options in Service Operations in an organization of high
repute.
CAREER PREVIEW

Nearly 3 years of experience in Delivery Management and Client Servicing.

Presently associated with Citi Technology Services as a Technical Associate; skillfully

worked in Information Security Administration for 2 Projects.

Efficient in interacting with the clients understanding their requirements and framing solutions as per
their necessities.

Expertise in managing all service operations key focus on top line / bottom line profitability thereby
ensuring optimal utilization of resources; pivotal in ensuring compliance with quality assurance
measures that monitor the consistency and quality of services provided

Possess excellent interpersonal, communication and analytical skills with demonstrated abilities in
customer relationship management.

CORE COMPETENCIES
Delivery Management

Understanding businesss requirements and mapping them to system requirements specifications

which include software and machines used for the project.

Incorporating changes/modifications in the project as required.

Implementing project plans within preset budgets and deadlines.

Negotiating SLAs for large and medium-size business transformation projects.

Mentoring team and handling deployment of BAU tasks as well as non-routine tasks

Defining best practices for project support and documentation.

Service Operations

Managing Service Operations with focus on implementing policies and procedures. Also assisted in
streamlining of project.

Communicating Product Feedback from the field to Principals with focus on effectuating modifications
in Products and improving Product performance.

Proactively identifying areas of risk and conducting service to rectify them through the RCSA tools
Process Improvement

Handling various continuous improvement initiatives in the process.

Conceptualizing & implementing strict measures in operating procedures for optimizing resource as
well as capacity utilization.
Team Management

Assisting in staffing & scheduling requirements, performance reporting etc

Helping the team in managing all the operations as per the SLAs ascertaining attainment of targets.

Imparting training to various team members for ensuring optimum performance.

Assisting the team in implementing the Goal setting program.

Supporting the team members in clearing out team audits.

CAREER CONTOUR
Since Feb 06 with Citi Technology Services as a Technical Associate
Projects Executed
Feb 06 to Oct 06
CCFS Security Operations ISA
Project for profile management on US based applications.
Key Highlights

Conducted profile management on US based applications such as Webte, P2P, NEMS and facilitated
support to the clients on these applications.
Handled the highly critical servers and applications and generated daily,weekly and monthly metrics
as per the client requirement.
Responsibly provided training to the new joinees
Skillfully handled the test, review risk control and carried out quarterly Self Assesment.
Maintained and updated all documents like PLA, SOW and PCM.
Played a key role in client servicing attending their calls as well as mails.

Since Oct 06

EMEA Security Operations ISA

Project for profile management of Citibank applications like Flexcube, Citidocs, LMS for clients from
Egypt, Tunisia and India.
Key Highlights

Managed the project and carried out process streamlining as per the client requirements.

Create and updated relevant documents for PLA, SOW, PCM and Designation Memo.

Advised on the process improvements and suggested the use of a tool Virtual tech.

Facilitated training to the new team members and developed feature Virtual Request in the tool
Virtual Tech standardized as per the requirements.
Aug 04 Mar 05 with Patni Computer Systems as a Project Trainee
Projects Executed
Aug 04 - Oct 04

Timesheet Module Requirement; Environment: ASP, VB and SQL

Creating a user-friendly interface to deal with the timesheet data of the clients.
Key Highlights
Interacted with the clients, providing unit test cases and created estimation documents as well as
analysis documents. Used Visual SourceSafe to check in and check out procedures for all files.
Oct 04 -Mar 05

Project tracking Tool Module for the Onsite Client

Provided option to the Onsite client to keep track of their projects.

Key Highlights
Created and maintained interface which assists in storing as well as updating of project details,
interacted with the clients, providing unit test cases and created estimation documents as well as
analysis documents.
Used Visual SourceSafe to check in and check out procedures for all files.
ACADEMIA
Pursuing

Two year PG course from Symbiosis Institute of Distance Learning Pune

2005

MCA from V.J.T.I, Mumbai; attained: 61.80%

2001

Bachelor of Science from V.G.Vaze College, Mumbai; attained: 65.25%

1998

H.S.C from K.J.Somaiya College, Mumbai; attained: 72.33%

1996

S.S.C from V.P.M High School, Mumbai; attained: 78.66%

PERSONAL DOSSIER
Date of Birth :
Address
:

10th October 1980

A4-Lok Kailash, J.D Road, Mulund West, Mumbai 400080