SUMMARY:

• Dedicated, result - oriented, cost-conscious and reliable PMP professional with more than 22 years of experience in Information Technology (IT) and business management experience in Banking, Finance,, Real Estate and Government Industry with key emphasis on infrastructure management, vendor management, Project/Program Management, Service Delivery and process improvement. Excellent customer facing and communication skills, along with strong team building, stakeholder management and conflict resolution skills. Understand data driven Six-Sigma methodologies and have ability to implement DMAIC to get desired outcome
• AIX Currency Migration - Responsible for managing 4 sub-projects (3 Migration of the environment to Linux for complex applications and 1 Decommission of IBM Tivoli environment) Conducted facilitation meetings to gather requirements and identify risk in migration of AIX servers to Linux 7 environment. Also, worked with various application/technology owners to avoid/mitigate risks from decommission on the live applications. Met the expectation of all the stakeholders.
• ISO27001 - Acted as a key resource to work with auditors in identifying and filling the gaps to achieve ISO27001 . Made sure all our vendors and processes within the organization are in compliance with requirement and we are following them regularly with an evidence to present it to the auditor in order to achieve ISO .
• Implemented ASCEND platform/SPoG for Govt. of Ontario - Acted as a bridge between operations and project team to implement various applications to help achieve digital transformation target by using various APM/AIOPS (Dynatrace, Edge technologies, ANSIBLE, SMARTS & M&R). Making sure project team (technical resources) are aware of all the operational processes which they can integrate in the reporting/automation tools. Objective was to get the project implemented and transitioned to production without impacting regular operational activities and in compliance with the data residency requirements.
• CCM2 and CCM Expansion: (Contact Center Management for Govt. of Ontario) - Acted as a bridge between project and operational team during the implementation phase. Identified gaps and followed up with project team to fill the gaps before the environment moved to production. Responsible for documentation delivery and for the operational team to support the environment. Result: Successful delivery of the project with zero defect. Migration of 3 tenants (Clients/Ministries) in phase 1 without any issue. Gained confidence of project team and management
• Leapfrog(Moving Physical Infrastructure and Infrastructure applications to Cloud)- Worked on this project to move Physical Infrastructure and Infrastructure applications to cloud including AAD(Azure AD), Office 365(Exchange Online, Office ProPlus & SharePoint), InTunes and Dynamic CRM. I was responsible for creating operational processes and support model for the environment. Working with architects and delivery team to finalize POC. This required POD (Proof of Delivery) to Implementation plan. So, processes and trigger points for support can be identified. Also, worked with various vendors to understand their support design to understand how their process can be integrated with KPMG internal support processes. Finally, design support model to cater the needs of all the member firms spread across the world with more than 170,000 user base.
• Up gradation of Layer 7 Gateways: Identified risk and helped team to upgrade 21 Layer 7(Linux based reverse proxy) gateways across 3 global datacenter EMA/ATL/ASPAC which is being used by more than 35 global applications. Worked with multiple vendors for smooth transition. Got, all the documentations completed and handed over to operations team. Result. Completed project well within the project budget and time without any outages in production environment.
• Applications Implementation in a Global Environment: Handled various projects and helped in implementation of applications like Confluence, JIRA and KPMG internal applications like KCentral and KPMG.com with in a global production environment using DevOps methods for end users across the world. Coordinated with vendors and made sure all the infrastructure is in place for smooth cutover to production environment and made sure if operations/support team is well equipped to support to the environment once it is in production. Result. Managed teams of 2 different vendors. Ensured smooth transition to operations well within the project deadline.
• IT Infrastructure Upgrade: Handled end to end project for desktop upgrade from Win XP to Win 7, Server upgrade Win2K3 to Win2k8 Server and Upgrade of CISCO Switches/router for more than 20 location in Canada. Led technical team (virtual & diversified) with more than 15 contractors and managed to resolve schedule conflicts. Participated in contract negotiations and effectively handled stakeholder expectation and ensured alignment with cross functional services. Result: Completed technical upgrade within the time and budget. Ensured UAT and published test result to all stakeholders.
• Exchange Server upgrade from & BES server upgrade from 5.x to 10.1: Guided/identified risk and managed rollout of new exchange within the organization of more than 500 users. Result: Managed 5 senior consultants and designed new exchange structure within the time frame of 2 month and kept budget under control with minimal downtime to end users.
• Datacenter Move: Handled end to end move for around 245 servers with a complex and multi-tenant environment with combination of Physical/Hyper-v and VMware servers from one data center to another. Efficiently handled a team of 20 engineers (network/server and support techs). Result: Delivered project on time and helped organization in managing their budget and resources.

WORK EXPERIENCE:

Confidential

Project Delivery Lead

Responsibilities:

• Setting direction at an operational level, works autonomously with LOBs and collaborates with other business heads to establish and execute on common goals.
• Directed and managed large scale applications, programs or projects across multiple product lines, involving significant scope and complexity. Ensure delivery of the projects to the business partner meeting the approved scope/ cost/schedule/quantity for the project. Performs a governing role for, ensuring that the proposal, execution, control, deployment, and hand off, warranty support and closure meet promised schedules.
• Performed risk identification and mitigation activities., escalating unresolved issue to the executive and or/ steering committee where appropriate to secure their timely decision/support while managing RAID sheet.
• Managed the acquisition and deployment of resources, including budget, by working with the project managers to secure the resources required for the project.
• Ensured client satisfaction with the project process and the project team and effective and timely communication including status reporting, continual risk/issue assessment/ management and escalation, and resolution of issue as they arise.
• Managed a team consisting of approx. 50 distributed resources.

Sr. Manager

Confidential

Responsibilities:

• Lead 50+ direct reports to deliver 24x7 support with operational efficiencies. Oversee Systems, Network, Security Operations, Monitoring, Incident/Change Management, Server builds/Patching and Level 1 - 3 Support.
• Administerd deployments, Changes & Incident Management for 5000+ server in 24x7x365 environment. Suggested team about improved work life balance with the implementation of 24x7 shift schedules and increased after hour’s service quality for the clients.
• Regular evaluations of tools/vendors and maintained existing relationships with external vendors.
• Reviewed and analyzed effectiveness and efficiency of existing systems/procedures and developed strategies and recommendations for improvement to fill gaps.
• Responsible for planning and scheduling DR activities at least a year.
• Worked with C-Level executives to develop team building strategies and continually improve onboarding new managed service clients and strategies for continuous service improvements for existing clients to maintain long term relations and regular renewals.
• Conducted RCAs and worked with clients to implement fixes for continuous improvements and stabilization of the environment.
• Created job descriptions, interviewed and hired individuals to support managed services.
• Implemented digital platform for government to give them overview of whole infrastructure using SPoG(Single Pain of Glass)

Sr. Manager

Confidential

Responsibilities:

• Supervised 25+ direct/in-direct reports including Managers/Sr. Engineers and participating in day-to-day operational activities/Team Management.
• Responsible for incident/major incident responses, communication, escalation and resolution.
• Maintained and improved operational excellence and ensured high quality continuous available managed services for global environment.
• Addressed problem tickets and worked with different teams/vendors for root cause analysis.
• Responsible for the planning and execution of operational maintenance and upgrade activities. Also, contributed to the design, documentation and testing of Business Continuity and Disaster Recovery plans
• Generate resource estimate for project technical activities and ongoing operation support.
• Directed project implementation activities, followed DevOps processes, identified resource requirement and assigned responsibilities to various team members.
• Managed vendor relationships/reviewed service quality of third-party vendors and escalated issues to management. Evaluate/Negotiate vendor cost and quality of services.
• Acted as the subject matter expert for Hosting/Cloud Services (AAD, Azure, and Office 365) of the infrastructure operation domains within KPMG.
• Identified and recommended improvement on operational and support processes. Identified and suggested digital transformation of various applications to meet and compete with current market and to be at par within Big4 group.
• Provided input to performance appraisal for team members and worked with HR in new recruitment.
• Overseen project delivery to for smooth transition to operation including documentation and knowledge transfer to operations team.
• Worked with Project team in implementation planning for IaaS, PaaS and SaaS based services for Global Environment.

SLA Manager

Confidential

Responsibilities:

• Provided Project/delivery management for onboarding new clients to ensure successful implementation of Managed Services. Identified the effectiveness and completeness of Business and Technology strategies and ensured alignment with Cross-Functional Services (“CFS”).
• Maintained continuous alignment of program scope with strategic business objectives and made recommendations to modify the program to enhance effectiveness toward the business result or strategic intent.
• Monitored and analyzed support services through user feedback and report analysis in order to provide continuous improvement and efficiencies of support service levels using CSI/PDCA Model.
• Directed coordination of all implementation tasks involving third party vendors as well as provided consultation to clients on system implementation.
• Managed end to end release projects, all hardware moves, adds, changes and special requests related to maintenance of the telephone and voicemail system, network and local printers, desktops, laptops and BlackBerry’s, perform UAT during project closure.
• Worked closely with clients, business analysts, systems programmers, and application developers to define and resolve information flow and content issues---helping to transform business requirements into environment specific databases
• Designed and Implemented Change Control, Incident and Problem Management Process. Administered Office365 including Online Exchange, Share point, Communicator.
• Implemented and managed 24x7 Monitoring solution for clients using N-Central and Nagios.
• Worked with team in converting around 200 physical servers to Hyper-V environment and implemented DR solution.
• Responsible for hiring,, coaching and yearly review of global team members consisting of 9 Service desk techs, 5 System Engineers, 2 Network Engineers and approx. 25 contractors.
• Helped shopping mall to extend their customer service kiosks and made sure their environment is PCI compliant.

Manager IT Helpdesk

Confidential

Responsibilities:

• Created and implemented processes for smooth function of IT Helpdesk (50 seat)/NOC Support to K12 Schools in US using ITIL best practices. Handled Escalation Management, People Management, Responsible for Appraisals, Team KPI & KRAs
• Responsible for conducting Appraisals & Handling direct reports. Monitored and Mentored Team on their technical Knowledge
• Helped in finding Gaps in processes and then redesigning of process to improve SLA, AHT, and Quality scores for the Associates in the Team.
• Liaison between Service Desk, customer business groups and support groups. Helped in cross functional services.
• Managed and worked with 3rd party vendors to implement NOC support. Helped company in setting up datacenter.
• Evaluated, recommended and supported the implementation of upgrade/new infrastructure.

Technical Support Coach

Confidential

Responsibilities:

• Responsible for Team Performance and identifying needs of Techs.
• Handled Escalation and provided solution to customer’s grievance.
• Took Huddle session of the Team and discussed about the quality improvement and updated techs on quality legends.
• Performed RCA of Common issues faced by Customer and providing solutions in order to achieve FTR and Lower down RR (Return Rate of computer hardware parts) Percentage on calls.

Sr. Customer Service Rep

Confidential

Responsibilities:

• Handled Application Support and Implementation of Banking Infrastructure and Contact Management Software
• Acted as a single point of contact between the customer and organization.
• Worked with development team to design and compile technical manuals and brochures.
• Scheduled and provided to customer at their premise and organizing FAQ.