SUMMARY:

• Extensive experience in delivering outstanding services to customers, leading various technical team and understanding stakeholder’s business prospect.
• Well versed in increasing Technical effectiveness of team and building a culture of consensus, trust, candid conversation and community.
• I have a passion for communicating well, an ability to make the complex simple, and a gift for inspiring communication champions, regardless of role, location, or experience.
• Excited to connect with you to understand what you fundamentally do, and how to best translate this for your teams.

KEY SKILLS:

• Internationally experienced delivery and solutions oriented professional with an outstanding background in Infrastructure Management.
• Actively managed and designed systems for End User solutions that increased System availability, minimized downtime, and improved productivity with reduced operational costs by eliminating redundant tasks.
• Experienced in building and leading a customer - focused team to achieve end user satisfaction. Not just meeting the SLA & OLA but also building relations beyond the contract.
• Encouraging a Customer service practice by combining engineering and Collaboration to innovate the new ways of defining excellent delivery.
• Research and continuous improvement are key responsible areas and aligning all team levels to explore new skill levels.
• Guiding All levels of Service Deliveries (From Service Desk to Subject Matter Experts) consistently to attain a balanced customer experience.
• Managed Disaster recovery and Business Continuity Plans efficiently.
• About 4 years of Onsite and over 8 years of client interfacing work experience.
• Building solution responses for RFP’s
• Participating in RFP solution defense
• Effort sizing and resource management
• Providing technical support to the sales team
• Traveling to client locations, meeting with prospective customers and driving EUS centric discussions

CAREER HIGHLIGHTS:

Confidential

Sr Consultant- Identity and Access management

Responsibilities:

• Business Merger and Acquisition planning and solutioning
• Cyber Security(Identity and Access, Antivirus, Active Directory, Privilege Access Management)
• New workplace solution design and delivery
• Due Diligence, Transition and Transformation
• Identity life cycle analysis & process documentation
• Legacy platform Migration consultancy

Confidential, Austin, Texas

Service Delivery Manager

Responsibilities:

• End User Services Delivery for various tracks including Cyber & Network Security, Service Desk, Remote Desktop Support, Global Account management, Desktop Engineering (SCCM, Imaging, Hardware Evaluation, Multi OS evaluation- Windows\ MAC\ Linux) & Technical Collaboration (O365, Lync, Skype for Business, Active Directory, ADFS) & Webcasting
• Organize and run operational reviews meeting with technical SME's on agreed SLA and KPI's
• Monthly Operation Review with all stakeholders with wide spectrum of projects
• Ensure overall ITIL matrix tracking to keep incidents and requests services timely
• Manage teams on maintaining Asset tracking and life cycle to avoid loss
• Discuss and Analyze key reports for projections and continuously improving operation quality
• Regular Team performance review to identify valued resources and guide for achieving their goals
• Overseeing multiple delivery projects for staying on timelines when validating Scope vs Cost
• Supporting pre-sales events and solution defense with key operational case studies

Confidential

Senior IT Specialist- Systems

Responsibilities:

• Incident Management
• Change management
• Onsite and Offshore Service Delivery
• Standard Operating Environment Unification
• Courion Tools Deployment and administration
• Rapid Continuous Improvement

Confidential 2

IT - Systems Specialist

Responsibilities:

• Prioritize handling the incident based on the business impact
• All incidents and service calls are monitored and tracked throughout its life cycles
• Lead for Alert Monitoring: Backup Failures, Server Errors, Tape handling and Security notifications
• Ensure that all contractual documentation relevant to processes followed without any slippage.
• Responsible for maintaining process data & Statistics
• Identifying the Root Cause Analysis (RCA)
• Meet SLA for all tracks as defined in the Customer SLA metrics
• Ensure the team keeps knowledge base/documentation updated periodically.
• Ensuring that there is no deviation in contract signed with the customer
• Create a follow-up report for critical incidents

Confidential

Responsibilities:

• Manage operational activities on a day-to-day shift basis, ensuring that all the agreed operational activities met.
• Monitoring call allocation, analyst performance, managing incidents, making Shift Roaster.
• Ensuring a consistent method of Incident logging practiced.
• Make initial analysis of incident and attempt to restore the service as quickly as possible
• All the incidents are subject to appropriate classification, categorization and escalation as per IM design Processes
• Ensuring Knowledge procedures are available and maintained.
• Incident Lead responsible for managing day to day activities
• SME for Technical Support and Remediation
• Backup End-User Storage associated with Head Office
• Data Restoration / Recovery
• Incidents Queue Management to keep SLA under agreed contracts
• Vendor Management: System Hardware, Tape Recalls and Media Issues
• Roaster management- Shift Logging and Reporting
• Lead Audit Programs and Capacity Planning