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Project Manager Resume

SUMMARY:

  • Highly dynamic and diligent IT Infrastructure Service Delivery Manager with over 19years of verifiable experience in Infrastructure Management and Client Service Delivery
  • Experience working inorganizations like Accenture and CGI where I have managed infrastructure services for large multinational clients in theNatural Resources, Healthcare and Retail industry verticals. Managing vendors for client teams to ensure best services
  • Client centric person with proven track record of providing costeffective technology solutions, service improvement plans
  • Proven leader and go - to person within the organization to deliver results
  • s and Commendations
  • Accenture:Recipient of maximum client appreciations(Celebrating Performance Points).Appreciations by Clients,Business leadsfor customer centric activities
  • CGI:Received the Employee Appreciation in Apr- 2001 for outstanding performance within the IT department

TECHNICAL SKILLS:

  • IT Infrastructure Service delivery, Client Operations
  • Data centre operationsmanagement, Helpdesk operations
  • VMWare VSphere, NetSuite ticketing, VEEAM
  • Hardware - Intel & Sun Solaris, SAN, Cloud infrastructure

PROFESSIONAL EXPERIENCE:

Project Manager

Confidential

Responsibilities:

  • Project management for dedicated test environment of Confidential
  • Currently I am managing the transition activities for critical functions and processes from Confidential to Confidential which involves high interaction with client director and key senior managers
  • Managed the delivery for dedicated project test environment for Confidential
  • Managed the co - ordination and facilitation of integrated test environment to the Canadian testing teambatch schedules for the bank etc.
  • Managed the services offered via the service desk for critical bank testing environment.
  • Managed the complete communication and coordination of the banks critical vendors to ensure optimal services are offered
  • Worked closely with multiple project leads to ensure all ITIL processes like change management and incident management are adhered to for all releases
  • Ensured all applications and releases are built in proper environment within timelines
  • Worked closely with key client contacts to identify transition of support for key infrastructure and test environment

Manager - Infrastructure

Confidential

Responsibilities:

  • Managed a team of 3 infrastructure operations staff,service delivery forstateof the art datacentre,IaaS,Hybrid Cloud service offerings,disaster recovery site, co - location services, Wireless Internetand other internet services provided to end clientsacross western Canada
  • Managedoncall support for escalation in leading24 x 7major incident recovery,resolution & perform Post-mortems.Proven track record of managing all client IT requirementsresulting in a great CSAT score for customer support
  • Point of escalation forclients andsales teamfor existing and new products/service offerings
  • Consistentlyexceededclient SLA s by providing exceptional customer service. Worked closely with client teams for quarterly service review meeting to discusspotentialfuture opportunities, issues, escalations etc.
  • Managed all vendor relations, IT procurement to keep data centre duly equipped including forecasting for current and future requirements.
  • Successfully implemented several Service Improvement Planstargeting Human Error, Change Management for key clients to enable maximum client satisfaction
  • Developed and improved processes (change management, new service release etc.) for client teams resulting in increased efficiency for client teams. Imbibinga continuous improvement environment to continuously challenge existing processes

IT Infrastructure

Confidential

Responsibilities:

  • Recipient of ACE (Accenture Celebrates Excellence) for being Client Champion (FY 2010 Q4 and FY 2012 - Q2)andmultiple client appreciations for providing excellent client centric activities
  • Lead and managed ateam of 3 Infrastructure service delivery managers and 5 managers in a matrix environment providing infrastructure service delivery toclients across North America and European region
  • Served as asingle point of contact for business, technical liaison between Business and IT Operations providing IT servicesto large global clients(Connectivity/Desktop, server/virtualization requirements, IT DR and BCP etc.)
  • Managed services for client teams ensuring optimal services are provided well within costexceeding SLA s. Showcasing cost benefit on a quarterly basis
  • Excellent track record of managing relations with business leadsfor all their infrastructure requirements. This involved formal quarterly service review meetings, formalfeedback sessions onSLA s for services provided,cost saving initiatives,escalationsand service improvement programs
  • Proven experience as Single point of contact managing critical incidents for large clients by ensuringrelevant teams areleveragedin incident bridge callstill closure
  • Provided key incident management/problem management for all key clients
  • Provided monthly, quarterly Service review reports highlightings,key activities in progress, and IT services availability matrix for the month
  • Managed multiple vendors for clients to ensure maximum uptime onservices. Well versedin dealing with international vendors like IBM, Cisco, EMC, Sprint,CSC etc.across multiple time zonestoensurebest services for clients
  • Managed all service improvement plans for key clients toenable cost reduction and service optimisation. Lead the Excel@Accenture program which aimed at encouraging individuals to come up with new ideas and best practices for service improvement.

Network Manager

Confidential

Responsibilities:

  • Enhanced the infrastructure at Mumbai facility including LAN/WAN facilities between Mumbai and USA offices,project managed theupgrade of IPLC/MPLS circuits, Cisco routers, switches and voice equipment
  • Played a key role inachievingISO 27001 for CGI Mumbai where I was the singlepoint of contactfrom the IT infrastructure department
  • Consistently ensured the Mumbai facility is certified for ISO 9001 and 27001 external audits
  • Managed the complete migrationofNovell NetWare to Windows 2003 environmentfor the Mumbai delivery centre
  • Project managed the upgrade of Novell NetWare and GroupWise servers with minimal impact to end users

Senior Network Engineer

Responsibilities:

  • Performed Infrastructure administration to ensure maximum uptime of all IT equipment involving LAN, WAN,Servers,Email, Desktop andSoftware
  • Managed all network equipment including upgrade of har dware andIOS, setupof connectivity to different client locations, ensuring maximum perimetersecurity,working with other teams to standardize infrastructure standards

Confidential

Customer Support Engineer

Responsibilities:

  • Providedall ITsupport to user groupfor multiple clientsand attending to various infrastructure related issues

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