SUMMARY:

• A distinguished IT professional with 20+ years of experience in managing multi - platform client environments across multiple industry.
• Excellent leadership skill in leading large regionally and globally dispersed teams.
• A strong technical acumen combined with solid client management, People, Project and business management skills.
• In current role as Account Delivery Manager for a large global account, responsible for managing client Infrastructure services, Data center operation, application hosting services, Global service delivery day to day operation, account management include revenue and growth margin, service excellence and customer satisfaction.

CORE COMPETENCE

• Strong leadership skills
• Global Delivery Operation Management
• Client Relationship Management
• Outsourcing
• People Management
• Data Center Operation
• P&L Management
• Contract Management
• Service Level Management
• Governance

PROFESSIONAL EXPERIENCE:

Confidential, Plano, TX

Account Delivery manager

Responsibilities:

• Revenue and Growth Margin, Delivery Operation, Service excellence, and Customer Relationship and Satisfaction.
• Manage globally dispersed team provide 24/7 support and a matrixed delivery model.
• Responsible for requirement gathering and scoping, capability development, capacity Management, effort estimation, team mentor ship
• Responsible for all add on business, conduct account level business reviews, and coordinate executive approvals for new add on business
• Provide direction to leveraged and dedicated delivery teams, tower architects, pursuit teams, and project delivery on business impacts and account direction in the areas of delivery and project implementations
• Owns customer operational relationship: develops & nurtures to excellent customer satisfaction
• Ensure solution components/ cost / pricing model align with standards and best practices
• Regular review meeting with delivery and Customer
• Providing analysis/reviews of performance against agreed service level targets.
• Ensure ITIL process adherence.
• Align customer delivery services as per contractual SLA.
• Act as a single point of contact for all delivery topics, interacting regularly with the CIO council, application Vice Presidents and Senior Directors in addition to the infrastructure leadership team.

Confidential

Senior Delivery manager

Responsibilities:

• Managing a delivery team of highly skilled Deep Technical L3 & L4 members.
• Managing 30+ customer accounts with multiple process, Multiple tools without any escalation and SLA in green
• Manages all aspects of migration projects on a process by process basis from evaluation, selection and planning through to operational steady state.
• Owns customer operational relationship: develops & nurtures to excellent customer satisfaction
• Hires & leads cross functional team including 3rd party vendors to ensure performance goals are met for all in scope services across all towers: identifying & analyzing gaps to develop & implement corrective actions plans.
• Work with Bid Manager, Solution Integrator & Line Manager to ensure processes are applied.
• Identify potential risks and methods to mitigate the risks.
• Contribute to the development of innovative principles and ideas.
• Participate in due diligence
• Ensure solution components/ cost / pricing model align with standards and best practices
• Regular review meeting with onshore delivery manager/ADM/Customer
• Providing analysis/reviews of performance against agreed service level targets.
• Recruit, manage and develop delivery resources.
• Ensure ITIL process adherence.
• Ensure customer delivery services as per SLA.
• Responsible for Customer satisfaction and all delivery issues.
• Maintain high levels of employee satisfaction.
• Responsible for the cost, schedule, and quality of deliverables.
• Initiating Service Improvement Plans.
• Achieved C-sat score of 5/5 for last 4 years

Confidential, Houston

Technical Consultant/Delivery lead

Responsibilities:

• Contributes to the development of new ideas and solutions to provide excellent customer service and live up to HP's Customer experience standards.
• Ensure customer delivery services as per SLA.
• Responsible for Customer Satisfaction and all delivery issues
• Collaborate with team members to share ideas and innovative ways of supporting customers.
• Proactively develop innovative and meaningful tools to achieve operational excellence and focus on solving the right customer problem.
• Provide leadership and guideline to team members.

Confidential

Technical Consultant/Project lead

Responsibilities:

• Involved in Designing, Drawing, Providing Technical Info for upcoming new campus in Electronic city
• Involved in providing technical expertise solutions to Infrastructure management team on day to day basis.

Confidential

Project lead

Responsibilities:

• Designed and implemented various networking projects on LAN/WAN connectivity, redundancy, r emote access solution, messaging solution for Confidential clients.
• Managed a large Project team.

Environment: Windows NT 4 Server/Workstation, Windows 95/98,Exchange Server 5.0,Cisco IOS 11.x

Confidential

Network Engineer

Responsibilities:

• Installing and configuring systems in Novell 3.x, 4.x Windows NT 3.51, DOS environment.
• Installing and giving demonstration on multimedia products like BOCA, AZTECH, and CREATIVE etc.
• Technical support to marketing team.
• Achieving AMC collection and total customer satisfaction

Confidential

Customer support Engineer

Responsibilities:

• Installing and configuring systems in Novell 3.x, 4.x Windows NT 3.51, DOS environment.
• Vendor support and regional spare co-ordination

Confidential

Customer support engineer

Responsibilities:

• Servicing of Wipro Computers, Monitors, Terminals, SMPS, etc