VISHWAS D.

MULE
: B/402, Om Shri Sai Shraddha CHS Ltd., 4th Floor, Near Bhavika Vidhyalay, Pakhadi, Kharegaon, Kalwa, Thane
Cell: 9819120646;: Res.: 9702537361; : vishwasmule@yahoo.com
Over 16 years of experience; aspiring to work in an organization of repute that offers a challenging career where I
can carve a niche for myself and effectively deliver towards contributing to the organization’s target &
aspirations

PROFILE & STRENGTHS

• Competent and result oriented ITIL V3 Certified professional offering over 16 years of
experience across FMS , AMC Operations and Projects ,working as Service Delivery Manager with Trimax IT
Services and Infrastructure Ltd.

• Excellent programme management and project management skills capable of handling key
projects, FMS/AMC Multilocational Accounts; seasoned professional, with planning and resource balancing skills and
ability to actively associate with multiple functions in high pressure environments.

• Results-oriented professional committed to inspire and motivate team members, successfully

manage multiple priorities, and perform under pressure in a fast-paced, rapidly changing environment.

• Excellent time management skills with proven ability to work accurately and quickly prioritize,
coordinate and consolidate tasks, whilst simultaneously managing the diverse range of function from multiple sources.

• Recognized as a hands-on results oriented professional who can rapidly identify problems,
formulate tactical plans and operational procedures, initiate change and implement effective programs in challenging and
diverse environments; Multilingual with proficiency in English, Hindi, and Marathi.

PROFESSIONAL EXPERIENCE
M/S. Trimax IT Services and Infrastructure Ltd Dec
2010 - till date
Service Delivery Manager .

• Managing and leading large Projects of Trimax for 24*7 support like Intelenet
Global Services and Sparsh BPO Services which are International and domestic call centres.
Handling team size of 75+ professionals with multiple skills including 2 team Leaders at each
site.
• Carrying out Monthly MIS /Review meetings with both the customers
• Weekly review meets with action plans on weekend activites
• Close monitoring on SLA and achieving the same.
• Maintaining highest standards of customer satisfaction by resolving escalated customer problems
& concerns
and to ensure new business opportunities.
• Seeking necessary approvals from Management for resource
requirement/replacement and followup
With HR Team on the closure of pending requests.
• Established healthy business relations with clients & external associates for
securing long term business association & customer loyalty and worked towards solving their
queries and complaints efficiently
• Ensure Monthly Team Attendance to HR for Billing and salary disbursement
• Ensure engineers data updated to management on monthly basis.
• Necessary follow-ups on Billing and collections.
• Daily Service Delivery summary report to Management.
• Timely submission of Daily/weekly/Monthly reports to customer management
• Administer skill level upgradation plan on the basis of new service/product
offerings to customer.
• Improvement of processes and procedures for enhancement of productivity at
Site.
• Close co-ordination with the dependant team on closure of any pending issues.
• Proactive analysis and enabling conference calls for quick resolution of P1
incidences.
PREVIOUS ENGAGEMENTS

M/S. IT Source Technologies Pvt Ltd June 2010 - Sept.

2010
Senior Manager –Service Operations in MIT Division.

• Managing and leading 2 Team Leaders , 1 project Manager and Entire field
operations comprising a team
Size of 200+ engineers in MIT Divison
• Maintaining Fortnight/Monthly MIS /Review meetings with Key/ critical customers
• Weekly/Monthly review meets with key partners on outsourced Services
• Close monitoring on SLA based contracts
• Maintaining highest standards of customer satisfaction by resolving escalated customer problems
& concerns
And also to ensure referral & repeat business
• Regular Fortnightly meetings with Team leaders, Project Managers and Site
incharge to understand concerns. Address their issues to the respective department head and
ensure closure.
• Seeking necessary approvals from Management for resource
requirement/replacement and followup
With HR Team on the closure of pending requests.
• Assistance to Service sales team for proposals and preparing Bids.
• Established healthy business relations with clients & external associates for
securing long term business association & customer loyalty and worked towards solving their
queries and complaints efficiently
• Responsible for timely renewals of existing FM contracts which involves
preparing renewal
Proposals and finalization with negotiations.
• Ensure Monthly Team Attendance to HR for Billing and salary disbursement
• Ensure customer and engineers data updated in ITEN package by the Team
leaders.
• Weekly projection on Billing and collections, Achievements, outstanding detailed
reports to Management and necessary follow-ups with Team/customer for collections.
• Daily Service Delivery summary report to Management
• Administer skill level upgradation plan on the basis of new service/product
offerings to customer.
• Improvement of processes and procedures for enhancement of productivity.
• Close monitoring of Customer calls at Backend service Desk thru call
management tool and
Follow-up till closure.

M/S. CMS COMPUTERS LTD. Jan 2008 - Aug

2009
Asst. Manager –Service Delivery (Mumbai Central –Region) in IMS Division.

M/S. ACCEL FRONTLINE LTD., Andheri Jul 2006 – Jan

2008
Area Manager

PCS TECHNOLOGY LTD., NARIMAN POINT & SAKINAKA Oct 2004 - Jul
2006
Associate Territory Manager
ALLIED DIGITAL SERVICES PVT. LTD., MARINE LINES Oct 2003 -
Sep 2004
Territory Manager
ALPHABETIC COMPUTER SERVICES PVT. LTD., MAHIM Jul 1999 – Feb
2003
Territory Manager (Customer Support)

UPTIME TECHNOLOGIES, VIKROLI Jun 1998 –

Jun 1999
Senior Customer Support Engineer

MILESTONE ELECTRONICS PVT. LTD., BHANDUP Jun 1994 -

Jun 1998
Service cum Production Engineer

ACADEMIC & PROFESSIONAL CREDENTIALS

Diploma in PC Maintenance &LAN Engineering – 1995
Nalanda Computer Education Thane
Diploma in Computer Technology – 1994
Conducted by Board of Technical Education from Shreeram Polytechnic Airoli
S.S.C - 1991
Mumbai Board.
Computer Proficiency
Software
Operating System MS-DOS, Windows-95/98/2000/XP/ME
Applications MS-Office 97/2000/2007, Tally 5.5, AutoCAD, Corel Draw,
PageMaker along
With WinZip, yahoo/ MSN Messenger configurations. Antivirus
installation
and Configurations.
Servers & Networking
Installation, Configuration, Administration and Trouble Shooting of Following:
* Novell Netware 3.12 and 4.11 with Windows and DOS Client Config.
* Windows NT 4.0 and Windows 2000 Server along with Windows Client Config.
* Microsoft Exchange Server 5.5 with Client Config with Ms-Outlook.
* Manage Network Components like Hubs, Switches and Cabling.
Hardware
* Assembling and troubleshooting of Systems and its Peripherals.
* Installation of LaserJet, DeskJet, Inkjet and Dot matrix Printers and Troubleshooting at First
Level.
* Installation of Peripherals like Scanners, Modems, Multimedia Kits, and CD Writers &
Storage Devices

TRAINING PROGRAMS/CERTIFICATIONS
• Successfully undergone three days training program on Dot Matrix Printers with
First class certification conducted by M/s. Wipro Ltd., at Vashi in April 1999.
• Efficiently took part in ten days training programme on Microsoft Exchange
Server 5.5 from Gates Computer Education [Authorized Training Center for Microsoft Products] -
Sponsored by Alphabetics Computer Services (P) Ltd.
• Completed 2 Days Training Program on SoftSkill and Customer Management
Skills, Conducted by PCS Technology Ltd. In Dec.2005.
• Actively attended 2 days Training Program on BS15000 Site Implementation with
First Class Certification Conducted internally by PCS Technology in Jan.2006.
• ITIL V3 certification in March.2008
ACCOLADES / RECOGNITIONS
 • Hold credentials of receiving three consecutive Awards from Alphabetics towards
Best Performance during the year 1999-2000; 2000-2001; 2001-2002.
• Single-handedly achieved the connectivity {Exchange Servers} Between Bandra
Office and Taloja factory for M/s. FLOATGLASS INDIA LTD., which bought major revolution in
their productivity and received letters of appreciation.
Date of Birth: 19, September 1974
References: Available on Request.