Nikhil Agrawal

Contact: +919560371100/9828018236
E-Mail: nikhil_agrawal1984@yahoo.com
Strategic IT Leader, offering 15+ Years of global, diversified and multi- cultural experience in spearheading IT
Infrastructure Service Delivery Management, IT-Outsourcing & Offshore IT Service Delivery Management, P&L
Management, commercial contract management, budgeting and cost control, Transition & Transformation while
building strong relationships with global C-level management
Executive Summation

 A competent professional with more than 15 years of rich experience in managing complete project activities
ensuring timely deliveries as per defined timelines and quality standards; keen planner with strong skills in client
relationship management with proven success of managing large scale Green Field Projects as Unit IT
Infrastructure Head.
 Automation and Digitation of IT Process and Applications currently being used along with Chat BoT for centralised
Guest Contact Centre of Hotels Division.
 Assisting the IT Manager in exhibiting excellence in establishing new IT infrastructure/ Datacentre, LAN/WAN &
Remote Administration and Security, Wireless LAN / Internet Setup & Management, Routing and Switching,
Structured Ethernet and Fiber Optic Cabling, Email Clients Setup, Database Management, Application
Management in IT.
 Distinction of driving Best Practices, Quality & Risk Management to achieve business & service delivery excellence;
excels in handling client facing roles like key account management, client engagement, customer support.
 Managing end to end Service Delivery with complete designing and setup of hotels data centres with sound
Infrastructure & mission critical business-oriented applications.
 Coordinating on-site & offsite tasks in a project, allocating resources and guiding team members during the
project phase; establishing PMO for new projects / levels
 Skilled in ensuring effective client engagement & stakeholder management during assignments and escalating in a
timely manner to the client and backend team, proposing corrective action as required
 Organizing & chairing monthly/quarterly service review meetings to discuss & resolve issues; ensuring appropriate
documentation is in place for specific support requirements and providing service improvement plans.
 Possess strong problem solving, analytical, communication, coordination, team management and decision-making
skills with ability in liaising with Business Users & IT organization for resolving business problems

Core Competencies

Project Management IT Operations Management Vendor Management

Process Enhancement/ Improvement Service Delivery QA/ Change & Problem Management
Budgeting & SLA Adherence

 Spearheading various project related activities involving development planning, execution and
management in tune with the core business objectives
 Executing project as per plan thus achieving set deadlines. Formulating plans to meet contingencies
 Managing resource allocation for ensuring effective completion of the work as per the schedules
 Working experience of configuration Router, Firewall, Managed Switched & AD Server, DHCP server, File Server,
VMware etc.
 Quality Audits on Incidents, Problem Request, and Change Request & Task. Manage the Root Cause Analysis
process.

Professional Chronology

Since July’16 with ITC InfoTech India Ltd., Gurgaon, India

Growth Path:
IT Consultant – Project Manager

Role:
 Accountable for:
o Managing 6 accounts spread across India with a team of 15 resources
o Implementing solutions enabling best practices and solutions for ITC Hotels Division HQ
 o Customizing the application to meet changing business needs
o Promoting best development practices and engage in process improvement
o Ensuring knowledge transfer, documenting & storing in a centralized repository
o Communicating project expectations and solutions to team members & business users
 Working with Business & Functional Teams for gathering elicit requirements and designing quality solutions
 Responsible for IT Infrastructure Baseline setup (Hardening - OS, IIS, NW) for Hotels
 Evaluating issues of complexity, proactively resolving problems pertaining to process and operations
 Reviewing daily status call with Service Delivery Leads and Transition Management Teams
 Carrying out unit, integration system testing & performance tuning of application and documenting the same

Highlights:
 Successfully implemented:

o Implemented Chat Module on ITC Hotels Website and Mail Merge Module for centralized Guest Contact
Centre
o Implemented Talisma CRM for centralized Guest Contact Centre of ITC Hotels.
o Implemented Aspect Application for inbound & outbound calling for Guest Contact Centre Process.
o VMware implementation (Call centre application – Aspect / Talisma Email Solution) and VDI implementation in
Hotels Division.
o Accountable for administrating and managing all IT equipment’s.
o Troubleshooting of network (OFC, RF, LAN, WAN) etc.
o Network Design, Installation & commissioning of Surveillance (CCTV) System having 60 Nos. of Camera. (JSW
Energy Ltd. Barmer)
o JSW Energy Project - Establishment of Communication between Pumping station which is far 180 Km from
Main Plant (Through MPLS) (JSW Energy Ltd. Barmer)
o Installation & Commissioning of Biometric Attendance Machine, VMS & CLMS Systems.
o Coordination with Hotel Project team for upcoming Hotels under Green Field Projects of ITC Hotels.

December 2013 – June 2016 with JSW Energy Ltd., Barmer (RWPL)

May 2011 – December 2013 with Surmise Technology Pvt. Ltd. Jaipur

January 2008 - April 2011 with Talentika Soft, Jaipur (Rajasthan)

September 2006 - December 2007 with Poddar College of Technology & Management, Bharatpur (Raj.)

Academic Credentials

 Completed Master of Computer Application (M.C.A.) in 2006 with 77.60% from AAI-(D) University, Allahabad
 Completed Bachelor of Computer Application (B.C.A.) in 2004 from Dr. Bhimrao Ambedkar University, Agra.
 Completed Higher Secondary (HSC) in 2000 from Board of Secondary Education, Ajmer.
 Completed Secondary Education (SSC) in 1998 from Board of Secondary Education, Ajmer.

Trainings & Certifications

 Trainings on:
o Customer Leadership Interface Program from ITC InfoTech India Pvt Ltd - 1 Week
 MCP/ MCSA Certified from Microsoft Corp.
 Microsoft Technology Associate Security Fundamentals from Microsoft Corp.
 One-Year Diploma in Web & E-Com Technology.

Personal Details

Date of Birth 3rd April 1984

Address C1-402, Sidco Shivalik, Sector 1, IMT Manesar, Gurgaon – 122 050
Languages Known Hindi and English