Curriculum Vitae

Md. Sanjeed Nawaz

Phone No: ​8884001786​ Email: ​sanjeed2012@gmail.com

Summary of Skills:

● Expertise in handling projects and assignments of various proportions.

● Proficient in delivering expert advice for the working and development of projects.
● Scheduling Event Management
● Program Coordination & Development
● Conceptualization, Planning and Delivery of Training Programs.
● Conducted training programs for corporate executives, management colleges and technical
institutes.
● Ability to manage clients and understand their requirement.
● Excellent communication and presentation skills.

Certifications:
● ITIL V3 Foundation and Intermediate Certified in Service Management.
● Train the Trainer - Certified Learning and Development Professional (CLDP).
● Certified Human Resource Management Professional​ (CHRMP).

Professional Summary:

Company: Vervenest Technologies Pvt Ltd

Duration: Mar’18 – Aug’18
Designation: Lead – Learning and Development
Responsibilities:

Delivery Management
● Create training execution framework for various clients.
● Establish the processes to support the engagement, including defining the training calendar
● D​efining​ deliverable acceptance and reporting procedures.
● Regular review of training performance to ensure delivery is on track

Learning & Development

● Learning demand collection.
● Track and ensure closure of learning demands.
● Custom Content Creation.
● Publishing Training Calendar.
● Monitor the Trainings.
● Post Training Assessment.

Account Management
 ● Managed with various Institutional/Corporate clients for their training assignments​.
● Interacting and coordinating with different teams and other staff members in other
departments working on the same project​.
● Meet critical timelines for the project​.
● Identify new Sales opportunities within the assigned accounts.

Team Building & Leadership

● Human Resource Management​.
● Program Development.
● Contract Negotiations - Client / Vendor Relations​.
● Business Operations.

Company: NIIT Pvt Ltd.

Duration: Dec’16 – Nov’17
Designation: Project Coordinator
Responsibilities:

● Managing Learning Delivery Operations for Accenture, Cognizant, Sabre, Tata AIG, IBM, EXL and
Wipro projects Pan India.
● Shall be responsible for setting up of operations Pan India, including Training Infrastructure,
Prospective Trainers, team development and delivery of the program.
● Ensuring quality and adherence to time and budget. Manage all aspects of the training delivery
and providing learning solutions to the clients.
● Work in close partnership with subject matter experts, global Technical Excellence, corporate
L&D groups to develop impactful & successful deliver training solutions.
● Understand commercials of project delivery and demonstrate understanding of how work is
won, scoped, resourced and managed from a budget, people and risk perspective.
● Contribute to business development, including working with key account teams to scope
opportunities or developing compelling and winning proposals.
● Working with clients Global Business Engagement team to refine and customize the New Hire
onboarding program including regional overview, functional overview, functional skills and
professional development opportunities.
● Vendor Management: Identifying the new vendors, getting them registered on our portal,
creating their work orders, and following up for getting the payments done.

Company: Vinsys IT Service (I) Pvt.Ltd

Duration: April 2013 –August2016
Designation: Associate Consultant
Responsibilities:

● Trained / consulted more than 5000+ professionals on ITIL / ITSM participants from different
domain, which includes Team Leaders, Service Delivery Managers, Process Leads and Process
Owners from corporate like Bosch, Genpact, Capgemini, IBM, Cognizant, Ericsson, Vodafone,
HCL, HP.
● Conducted ITIL® Trainings internationally for the participants from Dubai, USA, Abu Dhabi,
Muscat and Tanzania.
● Conducted Gap analysis, Assessment and Benchmarked industries best practices to
implement ITIL® for Projects.
 ● Designed, developed, and facilitated workshops and training courses.
● Designing and developing courseware for training.
● Training Need Analysis, Trend Analysis to find out the loopholes of the Process and to schedule
training programs based on the same.
● Delivered trainings in the efficient and effective manner.
● Educating the participants in identifying and selecting the right ITIL Modules as per their present
role and responsibilities.
● Deployed in IBM to deliver ITIL V3 foundation training to the internal IBM IT professionals.
● Organized the training programs from planning stage to the delivery stage and closing.

Designation: Freelance Trainer & Development Consultant

Duration: Sep 2011 – March 2013
Responsibilities:

Delivered training on Soft Skills

● Public Speaking
● Interpersonal Skills
● Presentation Skills
● Motivation
● Problem Solving
● Confidence Building
● Team Building
● Goal Setting
● Designed and developed training program called T.A.L.K (Thoughts Aspirations Listening
Knowledge) for Ripples Learning.
● Successfully launched and conducted T.A.L.K as an open house workshop.
● Created a one-year Goal Setting Program called ‘Power living’ and launched it for Ripples
Learning as a community based goal-achievement effort.

Training & Development

● Applying the latest teaching techniques to a corporate training program.

● Framing training objectives based on training needs after assessment of gap between skills
already available and desired.
● Bridging skill & process gaps, updating with new skills and process in tune with organizational
requirements.
● Measuring results based on pre-defined parameters.
● Identifying the learning gaps of associates and planning training to address the same.
● Explaining the content / concept to the employees on a systematic and methodological manner;
keeping in view the grasping power of the trainees.

Content Development

● Understanding client requirements & discussing same with client as to design and content of
 program flow.
● Identifying target audience roles and their information and skill requirements.
● Managing the design layout and structure of the T & D Programs.
● Carrying out research on the current training and development topics and collating requisite
information for training and development.
● Continual learner and knowledge base updating.

Company: Dell International Services (I) Pvt.Ltd

Duration: Aug 2008 – July 2011
Designation: Sr. Technical Support Expert
Responsibilities:

● Providing Technical resolution to Customers related to Product.

● Supported voicemail, emails, and phone calls from DELL users globally and
troubleshooting system related issues.
● Evaluating calls and chats. Coaching on quality parameters, providing feed back to the
agents on updates and observed trends.
● Conducting Quality, CSAT and AHT improvement programs whenever required.
● Participating and conducting calibration and joint call monitoring sessions (JCM’s).
● Analysis and preparing reports for different compliance (Such as AHT, Resolution, Quality,
Documentation, etc.
● Providing necessary feedbacks to Team members in order to render Quality service.
● Handling complex issues which were not resolved by the front line teams, with excellent
customer service skills.
● Responsible for making sure top five to ten (5-10) issues are identified and communicated to the
appropriate sources.
● Achieved the highest levels of productivity, handling over 1000 calls per week and
averaging 200 plus calls daily.
● Earned reputation and recognition for resolving complex issues and providing exceptional
customer service.
● Assisted representatives on the floor with policies and procedures (PnP) updates providing
feedback through mails, and by interactive training sessions.
● Queue management for problems and escalation resulting into correct assignments.
● Ensuring that the diagnosis made by technicians are correct & providing them the feedback.
● Monitoring and publishing the productivity reports on daily basis.
● Analyzed top call generators and created solutions for it.

Company: Genpact (I) Pvt.Ltd

Duration: July 2006 – March 2008
Designation: Technical Support Analyst
Responsibilities:
● Fulfills all the helpdesk SOP requirement in person, via phone, electronically.
● Diagnose and resolve technical hardware and software issues.
● Research questions using available information resources.
● Advise user on appropriate action.
● Follow standard help desk procedures.
● Log all help desk interaction.
● Administer help desk software.
● Redirect problems to appropriate resource.
● Identify and escalate situations requiring urgent attention.
● Track and route problems and requests and document resolutions.
● Stay current with system information, changes and updates.