David Herbert Vaughan
E-mail: [email protected]
Phone: 9677246463
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OBJECTIVE
To be an integral part of a Professionally Managed concern, that would utilize my skills and experience to
further the growth of the concern as well as mine.
Work Experience:
Net Connect Global: Vendor
Client: BNP Paribas – Aug 2023 till Dec 2024
BCM Central Operations
Business Line: Business Support and Risk & Governance
Job Position: Program Manager
Job Responsibilities: BCM Planning and Recovery Lead & Incident Management
Provide Business Continuity Planning support to Project/Operations and Administration for India
Projects.
Working with the IT team for Planning and executing Annual Shutdown Maintenance DR drills for
facilities.
Discussion calls with the internal stakeholders for effective BCP support framework.
Coordinating with the projects on creation and updating of the BIA’s.
Was involved in internal and external IG audits for projects.
Cognizant Technologies Solutions – April 2015 till July 2023
Client: BCM Central Operations
Business Line: Business Support
Job Position: Team Lead
Job Responsibilities: BCM Planning and Recovery Lead & Incident Management
Provide Business Continuity Planning support to Project/Operations and Administration for Europe
facilities and Projects.
Working with the Maintenance and IT team for Planning and executing Annual Shutdown
Maintenance for facilities in Europe.
Scheduling discussion calls with the internal stakeholders for effective BCP support framework
Sending out communications mailers to end users.
Manage Account level and Distinct Projects and work with the testing team to perform BCP test for
the financial year/agreed frequency with customer to make sure they are compliant.
Set-up Situation assessment calls, Project Calls during any Natural disasters / Technology failure due
to any event which disrupts the organization Associates, Infrastructure, and IT disaster.
Creation of the facility level Business continuity plans for each facility in Europe.
Was involved in ISO 22301 Audit Certification for Europe facilities.
Job Position: Process specialist / Sr. Customer Support Executive
Job Responsibilities: Planning and recovery
Coordinating BCP functionalities of IT, IT IS and BPO projects of Cognizant.
Manage Account level and Distinct Projects to perform BCP test for the financial year/agreed
frequency with customer to make sure they are compliant.
Manage and guide the project teams to be compliant on BCP document status based on customer
requirements.
Make sure RTO, RPO and RCO are maintained as per the agreed SLA/MSA.
To facilitate operations under adverse conditions that include local events like building fires, theft,
and vandalism, regional incidents like earthquakes and floods, and national incidents like pandemic
illnesses and risk management.
Achievements:
Received appreciation mails from the manager and the upper management.
Received certificate of appreciation for rookie of the month
Received certificates of appreciation for employee of the month
Client: NAM (News America Marketing)
Business Line: Customer Support
Job Position: Sr. Customer Support Executive
Job Responsibilities: Making calls to the printing companies and confirming the dates and making
changes to the dates and content to print in the newspapers.
Client: Cengage
Business Line: Administration Support
Job Position: Sr. Customer Support Executive
Job Responsibilities: Assisting Cengage employees with their request to create and terminate user
account via email or chat. In addition, perform three operational activities daily.
My responsibility also includes assigning tickets to the team members. Working in Service Now to
handle incidents and tasks. Working on Siebel application for termination and creation of users.
Client: HMH
Business Line: Technical Support
Job Position: Sr. Customer Support Executive
Job Responsibilities: Helping the customer to resolve their technical issues via emails, if necessary,
by outbound calls.
Achievements:
Received appreciation mails from the manager regarding the CSAT scores and the quality on the
calls.
Appreciated by the Manager and the TL for the quality of work.
Received certificate of appreciation for rookie of the month
Received certificates of appreciation for employee of the month
Ceequence Technologies – May 2012 till March 2015.
Client: IDC
Business Line: Customer Support
Job Position: Customer Support Representative
Job Responsibilities: Was involved in making telephonic conversations with engineers in the US
regarding workshop and in-house training.
Client: Market Research
Business Line: Finance Web Research
Job Position: Researcher
Job Responsibilities: Was responsible for researching company’s financial profit and loss for the
fiscal year. I was also involved in updating resumes for client specific requirements.
Client: Infrared
Business Line: Outbound calling
Job Position: Customer Support Representative
Job Responsibilities: Was involved in making telephonic conversations with laser machine
companies to obtain information whether they have the required specialty to do laser cutting
services for specific client-based requirements.
Omega Healthcare Solutions - Aug 2009 – Feb 2011.
Client: Healthcare or medical billing in the USA.
Business Line: Outbound calling
Job Position: AR Executive (accounts receivable).
Job Responsibilities: Was involved in making telephonic conversation to insurance companies to
check on the status of the claims (payments).
Achievements:
2-time top performer across the floor for achieving 300 and 260 a/c’s on a single day against a daily
target of 100 a/c’s per day
Also complimented for my quality of work.
Have always adhered to the client required service level agreements.
Educational Qualification:
MBA. Finance - Loyola College.
B.Sc. Information System Management - Hindu College.
Higher Secondary from Kamaraj. matric. School.
Additional Qualifications:
Working knowledge in Windows OS. (MS Excel, PowerPoint, Word)
Areas of Strength:
Strong Interpersonal, Analytical and communication skills.
Ability to adapt myself to the work environment.
Personal Details:
Date of Birth : 23-02-1988
Gender : Male
Languages known : English, Tamil
Nationality : Indian
Marital Status : Married
Spouse Name : Stephanie Vaughan
Declaration:
I hereby declare that all the information furnished above is true to the best of my knowledge.
Date:
Place: Chennai David Herbert Vaughan
