Kiran Kumar Mishra

Nyati equatorial Phase 2

Flat no 401 block J2 Bavdhan. Pune
Pin: 411021 Cell: +91 7219513721
Email: kirankumarmishra@gmail.com

Professional Summary

An IT Professional with an extensive 12 + years of experience in IT project management and proven track record of
providing effective leadership and successful Service delivery of medium to large-Scale complex IT projects. I am
Certified Scrum Master and actively involved in practicing Agile for best results in IT projects.

I am currently working with Wipro technologies as a Project Manager for IT Finance domain.

My Key Experiences in past were like Overall Governance of Service delivery, Project management, PMO, Resource
Planning, Defining Project Scope, Tracking Project progress, Quality, and Communication Management with an
additional skill set of Process documentations. Technologies I have been well versed are SAP HR, IT Infrastructure,
Share points and now dabbled with RPA, Machine learning.

I am equipped with excellent leadership Skills, Positive vision, good communication, negotiation skills and
committed towards Organizational goals.

A key Individual Contributor in achieving and driving the organization values, goals.

An enthusiastic team player in driving various organization initiatives and corporate social responsibility programs.

Key Specialties

 Service Delivery Management

 Project Management
 Certified Scrum Master /Agile Advocate
 Operations Management
 Service Transition & Transformation Management
 Risk Management
 Resource Management

Professional Certifications

Certified Scrum Masters

ITIL 2011 Foundation Certified in ITSM (Information Technology Service Management) Certificate Number: GR750151265KM
SharePoint 2013 Administration (MOSS) (Trained from Peers Technology
MCTS Certified (Microsoft Certified Technology Specialist) Trained at Zoom Technologies)

IT Skill set
Project Management and Service delivery 6 Years 0 Month
SharePoint administration-2015 0 Year 6 Month
IT Infrastructure Management-2016 6 Years 0 Month
Robotic Process Automation -2018 0 Year 6 Months
SAP HCM-2018 2 Years 0 Month
Scrum Master-2018 0 Year 6 Months
ITIL 2011 Foundation certified in ITSM-2016 8 Years 0 Month

Management Trainings

Emerging Leadership Program.

Negotiation Skills.
MS201(Complete Project Life Cycle in Wipro Technology)
PMCP trained

Organizational Experience

(1) Company : WIPRO Technologies

Duration : Aug 2015 to present
Current Role : Project Manager
Project Team Size : 245

Activities & Responsibilities:

As Project Manager I am responsible for end to end governance and delivery of IT Projects like SAP HR
application and Non SAP Projects for industries like banking and insurance, Automotive Manufacturing, Public
Sector, and IT Consulting etc.

Experience in building project designs and flows, Tracking project deployment, data migration and post Go-live
activities.
Performing daily Scrum call/meeting with technical teams and involved in reducing impediments.
Participating in the weekly CAB meetings conducted by Change Manager to discuss the Change request raised by
the technical teams reporting to me.
Managing and Participating in Internal & external quality audit conducted.
Preparing the Monthly Service Delivery Report for the clients (SDR).
Monthly SOW/Project wise billing for TNM and FPP Projects.
Declaring Unbilled in System.
Preparing monthly and Quarterly financial reports like Invoice tracker, COD, VD, MRC.
Review of DSO report with client for Outstanding Sales orders which payments are yet to be made.
Completing Appraisals for Team members and Providing Feedback.
One to One meetings with Team leads and key resources connect month on month basis.

(2) Company : Franklin Templeton International Services (India) Pvt. Ltd

Duration : June 2010 to Feb 2014
 Designation : Associate IT Analyst

Activities & Responsibilities:

Worked as an Associate IT Analyst for Infrastructure Management Project.

Hosting weekly team meetings with offshore & onsite team members.
Meeting with Customers and gathered with Customers on ongoing project tasks.
Responsible for executing the projects such as ILO implementation, Patch installation, Server build & up
gradation and server migration and creation of RFC for the project execution.
Prepare the Project related documents.
Monitoring the tickets, preparing the reports for tickets as per the priority and discuss on the reports
with clients in the meetings.
Creation & execution of RFC (Request for change) for deployment of Microsoft patches, rebuilding of
servers, deployment of software's.
Preparation of process and application related document.

Accomplishments:

Worked on the Virtual desktop implementation VDI on various devices project.

Also, worked on the migration of MS LYNC 2010 to MS LYNC 2013 project.
Helped to create various reports for Incident, Problem and Changes,
Created streamlined process for SLA derivation of Incidents, played important role in various critical
business application changes and created service alerts which will help the business users know about
the global outages.
Created the Helpdesk Process and Procedures manual, integral part of Email encryption project, and
streamlined the process of service desk (Established the service desk as a contact center for any issue)
Created multiple documents for knowledgebase to help the clients to resolve the issue on their own.
Played a key role in reducing the missed SLA tickets.

(3) Company : MPHASIS an HP Company.

Duration : March 2009 to June 2010
Designation : Specialization Senior Infrastructure
Project : Access Control Management Team (ACM)
Client : Franklin Templeton International Services (India) Pvt. Ltd

Activities & Responsibilities:

Worked as a Specialization Senior Infrastructure for the Remote Infrastructure Management Project.
Participating in client meetings, discuss on project task and update on the current project work
Decide and open Business Critical, Major and Urgent Incidents.
Determining and assigning the severity of the issue being reported according to company defined
standard severity definitions.
Identifying and engaging the relevant application and operations teams during an outage.
Send out opening, updated and closed service alerts to respective application and end users group.
Real Time & continuous follow-up with support teams for Critical incident resolution.
Manage and coordinate activities during overall ticket life cycle.
Ensure that the Incident record is fully updated prior to Problem Management handover.
Continuously follow-up with support team for relevant notification updates per SLA, and drive resolution.
Coordinating with problem manager for various outages.
 Setting up bridge calls and coordinating them during the down time of the applications or whenever there
is a CHANGE in place.
Receives logs and filters submitted RFC's (Request for Change) in collaboration with the Change Initiator.

Lead Activities:
Prepares the Work Distribution for all the change managers for the account.
Assigning ad-hoc work to the right team members.
Manages the escalations and participates in CSI (Continuous Service Improvements) Meetings.
Prepares the monthly dash boards for the SLA's.
Team Leave management.

Additional Tasks:
Have worked on Good Pin resets and knowledge of how to setup Good Account.
BES Activation passwords setup, Relaxing Policy in BES Console, Deactivating BES Account by disabling and
Redirection to complete black berry stolen requests.
Good knowledge in RSA Admin Console Assigning tokens and troubleshooting or Pin reset for RSA
Have worked on MOC access setup in Active Directory project and successfully setup around 600
MOC/LYNC access.
Have hands on experience in Adding users/owner to DL and Mailbox
Granting Shared Folder access permissions (Read Only/Editor)
Hands on experience on tools like Hyena, Public folder admin tool etc.

(4) Company : IBM India PVT LTD

Duration : March 2008 to March 2009
Designation : Senior Technical Support Analyst
Project : AT&T

Activities & Responsibilities:

Providing complete solutions for Desktop and laptop technical issues by incident tickets and problem
tickets to support AT&T employees.
Incident & Problem tickets generation on call and perform series of steps to resolve Client issues and
closing ticket once the issue is resolved with complete steps performed and outcome.
Helping client to setup outlook and Network printers on their PC.
Troubleshooting VPN issue for AT&T clients dealing with VPN software AT&T Global network client, Cisco
VPN client.
Working on Active Directory and Helping client with Domain Password and Account issue.
Helping clients in Mapping Network drive if disconnected or got new access.

(5) Company : Brigade

Duration : October 2006 to February 2008
Designation : Subject Matter Expert
Project Handled : HP Laptop, AIO Printers, HP Desktop Support
 Activities & Responsibilities:

Being a Subject Matter Expert I use to lead a team of 10 TSA agents reporting directly to me.
SOD and EOD meeting to be held for the team members.
Monitor Agents and train them accordingly to improve performance of team and take them to next level
and emerge as team player.
Providing troubleshooting steps and required information, training for team to successfully support
technical issues of HP Client's.
Tracking each agent's performance and implementing appropriate action plans to improve performance of
team.
Monitoring the service inflow and maintaining service level by tracking agents at ideal state and tracking
AHT (Average handling time) for each correspondence of EU. Making sure that there are agents ideal so if
service inflow raises the SL can be maintained easily.

(6) Company : CMS Computers Limited

Duration : June 2004 to September 2006
Designation : Center Manager
Project Handled : Eseva Center Operations

Activities & Responsibilities:

Responsible for Smooth running of Day to Day Operations of Eseva Center.

Handling a team of 12 Data entry Operators directly reporting to Center Manager.
Schedule Shift Roster for proper support to clients.
Contacting Different Departments for smooth functionality of Center.
Single point of contact for Customer escalations at Eseva Center.
Escalating issue to higher management to take appropriate actions to resolve the issue.
Coaching and Training Agents with Day to day task and work load distribution among the team.
Monitoring the service inflow and maintaining service level by tracking agents at ideal state and tracking
AHT (Average handling time) for each correspondence of EU. Making sure that there are enough agents
ideal so if service inflow raises the SL can be maintained easily.

Education

B.C.A (Bachelor of Computer Applications) from MARC College of IT & Management in 2003 Passed with 64%.
64%.
Board of intermediate (10+2) from Nalanda Junior college Hyderabad in 2000 Passed with 55%.
10th S.S.C Board of secondary education (A.P) from Carmel Giri Convent High School in 1998Passed with 67%.

Activities:

Played District Level badminton while schooling.

Won Franklin Templeton Champions Trophy for Tennis Tournament conducted in 2013.
My Strengths:

Ability to communicate and share thoughts with others.

Hardworking and Disciplined.
Interested in learning and developing New Skills.
Honesty, Positive attitude and eagerness to achieve goal.

Personal Details

Full Name : Kiran Kumar Mishra

Marital Status : Married
Nationality : Indian
Languages : English, Hindi & Telugu
Passport Number : H0202410

Date: Thanks & Regards,

Kiran Kumar Mishra