SUMMARY

• 11 + years 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.
• Enthusiast about Identity and privileged access management solution and focusing on Zero Trust security model.
• Designed solution for control and insight over the distribution, usage, and protection of privileged access across enterprise environments.
• 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.
• Internationally experienced solutions oriented professional with an outstanding background in Infrastructure and Cyber Security Management.
• Designed and implemented systems for Identity, Access and Privilege management solutions that increased Client Experience
• System availability, minimized downtime, and improved productivity with reduced operational costs by eliminating redundant tasks.
• Key focus on Cyber Security and relative functions (Identity, Access and Privilege management)
• Experienced in building and leading a customer - focused team to achieve client 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 Levels (From Service Desk to Subject Matter Experts) consistently to attain a balanced customer experience.
• Managed Disaster recovery and Business Continuity Plans efficiently.
• About 7 years of Onsite and over 10 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 Workplace and Collaboration centric discussions
• Cyber Security Industry Experience- Identity, Access, Privilege management

Areas of Expertse

• Completed Several Transition and transformation projects with 100% success rate.
• A member of O Infinity League - an elite club of top 9% outstanding performers across the globe.
• Have been involved in multiple multi-million $ deals and successfully closed most of them generating new and incremental revenue.
• Always commended for exceptional problem-solving skills and providing results even in demanding situations.
• Proven track record of adding $5Mn+ annual Value add to the associated project.

PROFESSIONAL EXPERIENCE

Confidential, Los Angeles, CA

Sr Consultant

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.
• Interacting frequently with Active Directory, OKTA, DUO, Slack, BOX technologies and teams
• Quest Migration Manager- Planning, Data analyze, Migration alignment and implementation
• Oversee implementation of identity for collaboration tools (O365, Skype for business, SharePoint, box).
• Privilege Access Management (PAM)- Design and Management - Lieberman, Beyond Trust, Manage Engine.
• Script Development (PowerShell) and Production use.
• Active Directory Design and restructuring to accommodate Merger, Acquisition and Divestures.

Confidential, Cincinnati, OH

Collaboration Lead

Responsibilities:

• Leading a global team for planning, migration and operations of Office 365 in both Hybrid and Cloud-only configurations with identity, access and privilege management (SailPoint IQ, Cyber Arc, Quest One Identity).
• On Call and Critical Incident management for collaboration tools issues (O365, Skype for Business, MS Teams).
• Hands on Experience on Identity, Multi Factor Authentication, Privilege Access, AD FS, Azure Active Directory Connect and PowerShell.
• Architecture design and deployment for Skype for Business with IM/P, Conferencing, Enterprise Voice, Video and Mobility. troubleshooting ability and working knowledge of the latest diagnostic tools, log analysis and scripting ability.
• Monitor and enabling Skype for Business Enterprise Voice, integrating IP-PBX, Direct SIP, and SIP Trunking.
• Troubleshoot/resolve service and/or implementation issues. Coordinate with other employees and departments/organizations.
• Experience in customer-facing roles with demonstrated capability in clearly presenting thoughts and ideas confidently to audiences of various sizes and technical knowledge levels.
• Possess real passion for continuous learning, strong analytical skills, critical thinking, time management skills, and good judgement.
• Ability to communicate Skype for Business and Lync product benefits and our unique service capabilities and offerings to IT and business leaders.
• Ability to gather and translate customer business requirements into a use case for Microsoft Skype for Business (or other products) and drive adoption.

Confidential, CA

Service Improvement Manager

Responsibilities:

• Worked with the Head of User Computing, Improvement and operational managers and teams to identify services at risk of regulatory noncompliance.
• Contributed to the design of support arrangements, in conjunction with operational teams to mitigate risk and drive sustainable service improvements and user experience.
• Worked with the Global Delivery Manager to support regional Managers in managing their relationship with the Client and deliver the milestone successfully.
• Transition and Transformation in existing services to improve the quality and reduce process waste.

Confidential, Austin, TX

Solution Architect and Business IT Service Management

Responsibilities:

• Lead Solution Architect for Identity, Access and Privilege management.
• 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.
• Handling Identity, Access and Privilege management (SailPoint IQ, Centrify, Thycotic) operation escalations.

Confidential, Plano TX

Senior IT Specialist

Responsibilities:

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

Confidential

IT - Systems Specialist

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.
• 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

Onsite Engineer

Responsibilities:

• Leading an eight-member team responsible for Information Technology in a 24*7 operations environment.
• 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.
• 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.