Ankit Prakash
Geelong
Summary
Seasoned IT professional with exceptional leadership and project management skills. Well-organized, systematic and diplomatic in building consensus and spearheading teams. Specialization in Project Management , Delivery Excellence , IT Service Management , Service Delivery , Customer Service.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Viva Energy Retail
Geelong, Victoria
10.2023 - Current
- Providing great customer service and ensuring a clean and well stocked store throughout the shift
- Providing great customer experience by working with enthusiasm, energy and pace
- Handling cash and promoting monthly specials and products
- Delivering with pride through site presentation and stock management.
Technical Project Manager
Tata Consultancy Services Pvt Ltd
Pune, Maharashtra
03.2020 - 04.2022
- Responsible for driving overall Project Life cycle
- Implementing risk responses, ensuring on time project delivery, and communicating with stakeholders
- Updating project plans based on changing objectives, specifications and staff availability
- Conveyed project objectives to internal and external stakeholders and maintained open communication to keep close eye on progress against targets
- Devised project strategies and scopes in accordance with established methodologies from conceptualizing ideas to implementing plans and optimizing operations
- Oversaw budgets for project, tracked expenses and timelines and communicated with key stakeholders on milestones.
Delivery Excellence Lead
Tata Consultancy Services Pvt Ltd
Pune, Maharashtra
02.2018 - 03.2020
- Diagnosed and troubleshot product issues to enhance customer satisfaction and prevent call escalation
- Initiated process improvements to reduce cost of services
- Worked with management team to improve workflows and eliminate unnecessary tasks
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity
- Prioritized and organized tasks to efficiently accomplish service goals
- Juggled multiple projects and tasks to ensure high quality and timely delivery
- Improved operations by working with team members and customers to find workable solutions
- Overseeing end to end Delivery of more than 10 projects
- Connecting with TCS Senior Leadership on Fortnightly basis to give the status of various projects.
Service Management Lead
Tata Consultancy Services Pvt Ltd
Pune, Maharashtra
08.2014 - 02.2018
- Worked in Various ITSM roles including MIM Lead, Change Manager, Capacity Manager, Problem Manager, Knowledge Manager etc
- Conducted multiple Training sessions for awareness of Service Management Processes to the project teams.
Incident Manager
HCL Technologies Ltd
Noida ,Redmond, Uttar Pradesh, Washington
02.2007 - 07.2014
- Responsible for driving end-to-end Incident Management Process
- Doing Audits for Work log quality and timeliness and providing valuable suggestions to the team about their improvement areas
- Sharing Performance reports to the client and interacting on regular basis for status update and suggesting improvement initiatives
- Prioritized each incident based upon its impact on business and escalated issues considered major threats
- Remained calm and poised during high-priority incidents
- Provided excellent service and attention to customers when face-to-face or through phone conversations
- Improved operations by working with team members and customers to find workable solutions
- Motivated and encouraged team members to communicate more openly and constructively with each other
- I was part of Multiple Project Transitions (For Microsoft and Xerox) at client locations in the US, wherein I Visited Webster and Redmond for a period of 3 months twice on B1 Visa.
Technical Support Engineer
VCustomer India Pvt. Ltd
New Delhi
05.2006 - 02.2007
- Supporting NETGEAR wireless Routers and switches from clients based in the USA and UK
- Installing/Maintaining and troubleshooting DSL Connections and CPE (Customer Premises Equipment's) such as Routers, Wireless devices and SOHO Switches
- Configuration of Layer-2 and Layer-3 Devices like Switches, Wireless Routers, Print Servers, Storage Boxes and VPN devices
- Managing Service Level and Handling Technical Conferences with the Client
- Mentoring the Agents to adhere to Quality norms as per Client specifications
- Motivating the team members through various means like special incentives, recognition, gifts and promotion recommendations, etc
- Guided and trained the Jr
- Techs about troubleshooting and problem solving
- Been In charge of the floor and teams in the absence of tech leads and managed the process effectively.
Education
Master of Information Technology Mgmt. - Information Technology
Deakin University
Geelong, VIC06.2024
Skills
- Team Mentoring
- IT Service Management
- IT Service Desk
- Project Management
- IT Service Delivery
- Process Auditing
Hobbies and Interests
Helping Others in any way i can, Increasing knowledge by reading new things of interest, Travelling and meeting with new people to expand my Horizon
Hobbies
Volunteering and community involvement
Travelling and meeting with new people
learning new things of interest
Helping anyone in need
Languages
English
Native or Bilingual
Hindi
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Certification
ITIL V4 Certified
Timeline
Customer Service Representative
Viva Energy Retail
10.2023 - Current
Technical Project Manager
Tata Consultancy Services Pvt Ltd
03.2020 - 04.2022
Delivery Excellence Lead
Tata Consultancy Services Pvt Ltd
02.2018 - 03.2020
Service Management Lead
Tata Consultancy Services Pvt Ltd
08.2014 - 02.2018
Incident Manager
HCL Technologies Ltd
02.2007 - 07.2014
Technical Support Engineer
VCustomer India Pvt. Ltd
05.2006 - 02.2007
Master of Information Technology Mgmt. - Information Technology
Deakin University
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