PROFESSIONAL SUMMARY:

I’m self - motivated and detail-oriented IT Professional experienced in managing the support and implementation lifecycle of enterprise class IT infrastructure environments.

WORK HISTORY:

Confidential

Client Delivery Manager

Responsibilities:

• Single point of contact for the Account Service Team (Account Delivery Executive, Account Executive), ensuring total customer experience (TCE) for the account
• Ensuring cross tower / cross - service line cooperation and coordinating activities between Information Technology centers
• Coordinating the operation departments and streamlining the processes between different towers (delivery organizations and locations), other teams and customers
• Managing operation teams to meet customer expectations and managing the execution of the agreed improvement plans
• Ensuring that the services are delivered according to the Service description (SLO - service level objectives), using Best Practice Standards and ITIL methodology
• Escalation management - being a focal point for communicating, coordinating and managing escalations
• Managing go to green plans, service improvement plans and efficiency improvement plans
• Supporting change management activities by providing additional resources, supervision and guidance
• Identifying technical resources needed for execution of complex projects and change activities
• Resource capacity planning
• Leading customer facing reviews and operational meetings
• Participating and contributing on Account Steering Committee meetings
• Driving identified project actions and tasks to improve environment stability
• Leading and ensuring that the technical plans, communication and processes for major changes are following the best practices
• Leading new service onboarding activities
• Responsible for the operational stability and support of Lync 2013/Skype for Business infrastructure with 200+ Servers and footprint of more than 100000 user base, including the d Confidential center infrastructure and branch office equipment related to the service
• Leading and participating in proposal creation for new implementations, expansions and services
• Having hands-on experience developing Powershell scripts, implementing and supporting Windows Server 2008 R2/2012, developing sql queries using Microsoft SQL 2008 R2, developing custom reports using REST for SONUS Voice Gateways, supporting and developing custom reports for Lync 2013/SFB.
• Proficient with Microsoft Office

Confidential

Messaging and Collaboration Client Capability Lead

Responsibilities:

• Assuming technical ownership of the infrastructure: providing technical consulting and recommendations
• Coordinating within the Service Operation Teams, being responsible for and ensuring the consistency of the infrastructure implementations
• Responsible and accountable for the overall efficiency of the Service Operation Team
• Responsible and leading the following Management processes related to the Messaging and Collaboration services delivered to the customer
• Change Management, Operation Management, Customer Management, Incident Management, Problem Management, Configuration Management, Project Management
• Responsible for the operational stability and support of Messaging and Collaboration services which includes, but are not limited to implementation and support of Exchange 2007(supporting FAX integrations), Blackberry 5 and 10, Microsoft Office Communications Server 2007 R2, Microsoft Dirsync, Good for Enterprise, Ironport Appliances and the underlying infrastructure such as Windows Server 2008 R2/2012, HP EVA SAN, Google POSTINI(Google Apps), VMware(Setup and Managing Virtual Machines) etc.
• Having hands - on experience with the above listed technologies, plus Powershell scripting development
• Participating/Leading in various Project related implementations

Confidential

Messaging Deep Technical Support Specialist

Responsibilities:

• Solving complex issues, being single point for functional escalations
• Coordinating major changes and implementations
• Assuming technical ownership of the infrastructure
• Developing, implementing and managing release to production plans for increasing the productivity and the efficiency of technical support teams
• Contributing in the following ITIL processes that are related to the Messaging services delivered to the customer
• Change Management, Operation Management, Customer Management, Incident Management, Problem Management, Configuration Management Project Management
• Responsible for the operational support of Messaging and Collaboration services which includes, but are not limited to implementation and support of Exchange 2007, Blackberry 5 and 10, Microsoft Office Communications Server 2007 R2, Microsoft Dirsync, Good for Enterprise, Ironport Appliances and the underlying infrastructure such as Windows Server 2008 R2, HP EVA SAN, Google POSTINI(Google Apps), VMware(Setup and Managing Virtual Machines) etc.
• Having hands - on experience with the above listed technologies, plus Powershell scripting development
• Participating/Leading in various Project related implementations

Confidential

System Administrator

Responsibilities:

• Responsible for the System Administration of internal IT infrastructure
• Microsoft Windows Servers and Client operating systems, Microsoft Exchange, Microsoft Dynamics CRM, Microsoft SharePoint, Various enterprise software applications
• Managing network infrastructure including LAN, WAN, WLAN and Firewalls
• Providing hardware and software support for Dell Server, Storage and Client hardware and Microsoft software products

Confidential

Hardware/Software Specialist and Consultant

Responsibilities:

• Small sized companies and end users
• Responsible for hardware and software installation, configuration and support / Hardware and software sales and consultancy.
• Main focus on Dell, EMC and Microsoft including server, storage and client products

Confidential

Operating Systems Installation Specialist

Responsibilities:

• Small sized companies and end users
• Responsible for software installation, configuration and support of Microsoft Server and client operating systems

Confidential

IT Specialist

Responsibilities:

• Responsible for software installation, configuration and support of Microsoft Server and client operating systems