Umang Pandya

• Working in the area of ITSM and Business Processes with respect to planning, implementation, monitoring and improvements in the client environment • Successfully played different roles in previous engagements as ITIL Practitioner, Operational Integrator, Transition Lead, Team Lead & Onsite Coordinator • Successfully completed the transition and implementation of business processes of various projects for different clients based out in Germany with Onsite-Offshore and Onsite-nearshore Model

• Successfully completed the transition of Hi-Path Project with Onsite-Offshore engagement model • Analyzing the Front End System issues and Providing Technical Support to the Corporate Clients • Simulating the Problems in Lab • Troubleshooting the Problems concerning Hi-path Technology through Unix Platform • Coordinating with Technology center to resolve complex issues

• Leaded Pilot Project Team and Successfully completed the transition of two projects from onsite to offshore • Provided Remote Support while working with different Project Managers based in different locations in Germany • Handled end-to-end Project Processes (from bidding to end of the project) • Worked on different modules of SAP as a End-user and delivering key reports for HP-Germany • Established communication and controlling channel with offshore & onsite location

• Handled and executed CRM of Amazon.de web portal for German Customers • Attended various queries from the Customers and providing support within SLAs • Provided highest level of support to the customers with minimum resolution Time • Provided support for various domains like hardware/software products & applications