RESUME

EDUCATION
University of Wisconsin-Madison, Madison, WI 08/2007 - 05/2009
Master of Business Administration (MBA) - Operations & Technology Management
* Worked part-time as a Teaching Assistant for Operations-Management undergradu
ate course.
* Completed course work in: Managing Technological & Organizational Change, Qua
lity & Productivity Improvement, Entrepreneurial Management, Accounting, Valuati
on, Bargaining & Negotiations, and Operations Research- Spreadsheet Modeling & S
imulation.
* Worked on a consulting project for a Madison-based non-profit organization en
gaged in environmental sustainability. Analyzed business requirements, performed
extensive customer and market analysis, and developed strategies/recommendation
s to increase online sales of their main product.
G. B. Pant University of Agriculture & Technology, Pantnagar, India 09/1998 - 07
/2002
Bachelor of Technology - Electronics & Communication Engineering
PROFESSIONAL EXPERIENCE
QBE Regional Insurance, Sun Prairie, Wisconsin 07/2009 - 01/2010
ISD Associate, Project Management Office (PMO), IT Management Services Departmen
t
* Deployed enhancements to QBE Regional's new Project Governance process which
provided a framework for decision-making about how IT projects (discretionary/no
n-discretionary) were conceptualized, planned and approved.
* Provided operational support for Microsoft's Enterprise Project Management (E
PM) 2003 solution to Project Managers/Plan Owners/end-users.
* Performed data and operational analysis for process improvement as well as to
ensure availability of accurate time-entry data for management reporting. Creat
ed periodic/ad-hoc reports for IT Management using time-entry data which facilit
ated a review of IT resource allocation and costs.
* Performed phase-end Gate Reviews for projects to analyze/measure progress as
they move to subsequent phases by auditing project documentation to ensure adher
ence to project management/PMI standards, methods and tools.
* Assisted the IT Finance team in refining the IT chargeback and invoicing proc
ess for IT resources utilized in business projects.
Cummins Inc., Columbus, Indiana 06/2008 - 08/2008
IT Quality Intern, Cummins Business Services (CBS)
* Developed and presented business process improvement recommendations based on
potential failure modes, customer satisfaction data and global service owner in
terviews. (Cummins is a global power leader headquartered in Columbus, Indiana,
that designs, manufactures, distributes and services engines and related technol
ogies.)
* Analyzed customer satisfaction survey results for eleven CBS IT tracks which
provide services to more than 40,000 IT users, evaluated the IT survey process a
nd presented style and metric improvement recommendations to improve survey accu
racy and response rate.
* Introduced measures to analyze the accuracy of Quality scores like Top Four B
ox (TFB: % of customers giving a score of 7-10 on a scale from 0 -10) and Net Pr
omoter Score (NPS: a measure of customer loyalty, %Promoters less %Detractors).
HCL Technologies, Noida, U.P., India 12/2003 - 07
IT Helpdesk Analyst, Marimba Administrator, Team Lead
* Managed a 6-member software deployment team for PowerSweep II project at Cumm
ins, Inc; responsible for timely remote-installation and maintenance of re-packa
ged softwares using BMC's Marimba tool to over 35,000 desktops/laptops worldwide
.
* Handled customer escalations, managed Service Level Agreements (SLAs) and pre
pared weekly and month-end reports.
* Coached team members in business processes and in troubleshooting and researc
hing new technical issues.
* Led cross-functional efforts to improve efficiency by fine-tuning existing te
chnical and business processes. Created process documentation and analyzed end-u
ser feedback on services provided.
Daksh Eservices Pvt. Ltd., Gurgaon, Haryana 12/2002 - 11/2003
Customer Care Specialist: Technical Support
* Provided voice-based technical support for Intuit's QuickBooks Financial Soft
ware.
* Documented new technical issues based on customer feedback.
TECHNICAL/SPECIALIZED SKILLS
* Project Management Institute(r) (PMI) Certified - CAPM(r) (Certified Associat
e in Project Management). CAPM No. 1290088.
* ITIL Foundation V3 Certified.
* Trained in Lotus Notes Client Administration V5.x, MS Excel and Visio Profess
ional (2007), MS Project Professional 2003 and *RISK.
* IT Tools - Marimba 6.0.3, Remedy (Problem Management).
* Proficient in Business Requirements Management concepts.
ACHIEVEMENTS AND ACTIVITIES
* Rated as an Excellent/outstanding performer (top 10% of all employees) in ann
ual performance reviews by HCL (Hindustan Computers Limited) Technologies in '06
and '07.
* Chosen as an HCL Team Catalyst (an employee-benefit initiative) and organized
trips, quiz competitions and other social/cultural activities.
* Initiated "Ignited Minds" program, a Corporate Social Responsibility initiati
ve at HCL. Created a strategic plan for mobilizing volunteers to work in Vidya &
Child, an NGO (Non-Governmental Organization) committed towards educating child
ren from under-privileged backgrounds.
* Elected as the Treasurer of Association of Information Systems Professionals
(AISP), a student organization at the Wisconsin School of Business.
* Organized a blood donation drive at the Wisconsin School of Business as a mem
ber of the Net Impact team.