I am technically competent, diligent, & result oriented professional, offering over 15 years of experience across IT Service Delivery Management, IT Project Management, Operations Management, Process Management, Quality & Governance, Client Relationship Management, & Strategic Development. Currently, I am spearheading efforts as Senior Manager -Delivery with HCL Technologies.

1. NIKHIL GUPTA
# 3B-503; AWHO Township; Gurjinder Vihar; Greater Noida
Contact: +91-9958080249;
E-mail: nikhil.gupta280276@gmail.com
HEADLINE
Senior Manager - Operations and Delivery | IT Sector
SUMMARY
I am technically competent, diligent, & result oriented professional, offering over 15 years of experience
across IT Service Delivery Management, IT Project Management, Operations Management, Process
Management, Quality & Governance, Client Relationship Management, & Strategic Development.
Currently, I am spearheading efforts as Senior Manager -Delivery with HCL Technologies.
I am a Six Sigma Yellow Belt & ITIL V3 Foundation certified proficient who is recognized for consistent
success in developing the processes & procedures to streamline operations, increase revenues, &
enhance profit performance. I am expert in customer satisfaction, Budgeting, Resourcing, People
Management, Performance measurement, Quality, & have initiated 6-sigma project in cleaning up login
scripts for user’s in the client environment. I am proficient in gaining knowledge of customer business
roadmap, providing technology solutions, re-engineering, process rationalization; cost management,
resource planning & performance management.
Best performer & Customer trice Satisfaction thrice
Rewarded for successfully completing ISO 20001 external audit, Alert Optimization, & filtration,
smoothing Access Management, & achieving profit of 40,000€ at UPM project
I am experienced in setting quality standards, risk assessment, developing business continuity plans &
service standards for business excellence, Adept in developing, consulting, assessing, reducing costs &
effectively managing timelines & resources; expertise in managing P&L & exercising cost control.
As an all-rounder intellect & blending leadership skills with sound practices to achieve excellence, I have
created & led high caliber teams to successfully meet & exceed company objectives. I am proficient in
identifying problems, formulating tactical plans, initiating changes & implementing effective processes. I
am enthusiastic professional, & I believe I would fit well into the company’s team culture & contribute to
the ongoing success.
SKILLS
Operation Management  People Management  Process Improvement  Delivery Management 
Quality Assurance ISO 20000  Client management  Incident Management  Change Management 
Problem Management  Document Review  Project Management  Liaison  Technology Deployment
and Service Delivery  Business/Systems Analysis & Design  Team Management  Excellent Relationship
Management Skills • Strong Analytical Skill • Problem Solving & Organizational Abilities

2. EXPERIENCE
Company Name – HCL Technologies, Noida, Since Dec 2005
Title – Senior Manager – Delivery
Description -
 Handle all the planning delivery management activities (tracking change management, delivery
management & support)
 Meticulously leading various Operations with the end-to-end responsibility to achieve
performance standards.
 Devising ways for maximum productivity & team’s performance enhancement by exploring
areas of value addition and ensuring overall client satisfaction
 Developing delivery teams and providing inspirational guidance & efficient leadership to
achieve excellence
 Conducting analytical reviews of responses sent to the customers against set parameters.
Provided regular feedback to team members and implemented performance enhancing
initiatives
 Maintain in-depth interaction with the client across various functional areas to comprehend
and resolve apprehensions/ issues relating to project delivery.
 Understanding customer's special requirements and planning to meet them and Provide
visibility of the services rendered
 Creating and delivering a Service Delivery compliant strategy that supports the growth and
operations of the Clients Business services
 Performing a wide range of people management functions from recruiting through goal setting,
training, competency building, resource utilization/ allocation & capacity planning, knowledge
transfer
 Responsible for planning, recruitment and managing the team to deliver the customer
commitments
 Implement the HR policies, procedures, and practices of the organization
Achievements:
 Initiated 6-sigma project in cleaning up login scripts for user’s in Client environment
 Involved in Sox audit in confirming active accounts of user’s across Cummins
 Involved in project of automating account creation via Web-based application called WWIMS
for Cummins
 Applied Lean Sigma to improve CSAT percentage from 92% to 95% and achieved 100% success
in Cummins
 Responsible for Alert optimization and automation at UPM
 Responsible to validate backup schedules and CI’s enabled in backup of client infrastructure
Company Name – Anand and Anand Advocates, Noida, Feb 2004 to Dec 2005
Title – System Administrator
Description -
 Managed and provided support in networking, hardware, and software operation and providing

3. services related to system administration to the employees
 Responsible for handling configurations, installation, maintenance, and troubleshooting of
complex hardware and software and upgrades to ensure work is performed as per the company
policy
 Negotiated the hardware and software purchases and maintenance contacts; providing
network support for lease line, wireless, and FOC
 Managed the installation and troubleshooting of local, network printers & managing desktop
troubleshooting
 Reported applications to support the day-to-day operations of the organization; involved in
decision making, critical thinking, organizing and planning
 Had hands-on-experience in broad range of information technology areas including networking,
servers, information security and desktop applications; managing back-up and restoration of all
critical resources including router IOS.
 Interacted with clients for their requirement and for their problems
 Maintained the domain controls and server; managed the hardware, software troubleshooting,
and assigned work to team members
Company Name – Team Works Ltd. Delhi, Feb 2002 to Jan 2004
Title – System Administrator
Company Name – Competent Technologies Ltd. Delhi, Aug 2000 to Jan 2002
Title – Customer Support Engineer
EDUCATION
B.E in Electronics Amravati University 2000
TRAININGS
 ITIL V3 Foundation certified
 E-mail and Organizational Communication ( HCL Internal)
 Team Management ( HCL Internal)
 Advance Excel ( HCL Internal)
 Six Sigma Yellow Belt (HCL Internal)
 Managerial Skills Training ( HCL Internal)
AWARDS
 Received awards & appreciations from HCL and client thrice for best performer and Customer
Satisfaction
 Rewarded for successfully completing ISO 20001 external audit for the project in Cummins Inc.
 Reward for Alert Optimization and filtration for EFH client
 Rewarded for smoothing Access Management in AS400 platform for EFH