Over 10 years of track record in IT Service Delivery, Operations Management and Project Management with deep understanding of IT Infrastructure operations, IT Service management, outsourcing management, quality control and process implementation. Seasoned professional in focused execution, leadership development, team building, executive communication and combining business strategy with tactical execution. Strong ability to align technology to resolve complex business issues.

Professional summary

o 10 years of Infrastructure Design, Delivery and support through project management

o 7 years of Service Delivery Support Operations Management

o 7 years of Technical Operations managing servers, networks, datacenter and application Infrastructure Operations

o 6 years of program / project management experience, specializing in infrastructure implementation

o 4 years of ITSM process Assessment, Reengineering, Design Implementation in accordance with ITIL framework

o 3 years of business analysis and presales support for Business Development key account Management

Program project Management

• Participate in PMO functions managing ITSM or Infrastructure programs from vision to implementation, delivering charter, plans, designs, roadmaps, and specifications.
• Produce project deliverables per detailed requirements and goals of project sponsors, complying with owner's policies, practices, and delivery model. Manage service delivery performance, in-house and/or sourced, against contracted service levels with P L, RFP/SOW life cycle and contract administration.

Operations or Service Delivery

• Lead and manage large IT service operations and delivery, architect, engineer and deliver end-to-end ITSM process solution or solution enhancements on Incident, Problem, Event, Service Request, Knowledge, Change, Release, Service Catalog, Service Project Portfolio, Service Level and Financial management processes with supporting infrastructures for enterprise systems. Recommend transformational opportunities on datacenter solutions, hosted or cloud offerings, virtualization of servers, storage, databases, networks, performance monitoring, and automation orchestration.
• Implement and Conduct Maturity Assessment against leading practices in aligning ITSM goals, strategies and roadmap. Identify process gaps, needed hands off touch points and leverage Data Analytics ITSM Report Strategy for periodic review of Service Support SLAs and evaluation of individual Process results.

Infrastructure Management

• Engineer and deliver individual Infrastructure solutions by assessing needs, current state, analyzing pain-points, performing justification, product evaluation, vendor selection, and deploying through project management.
• Hands-on with installing and configuring servers, network and software packages, administering and supporting their operations with in-depth understanding of technical specifications, drawings, diagrams, architecture, technologies, standards, and their best practice trends.

Soft skills

• Strategic communication, leadership, interpersonal, and communication skills with excellent presentation skills in delivering complex technical, and functional subject matters, and ability to facilitate, engage, and influence stakeholders at all levels.
• A team leader in recruiting, team-building, coaching, mentoring, and creating atmosphere of trust and efficiency. Seeking diverse views to encourage improvement and innovation.
• HP certified Train the trainer for customer service and assertive communication practices.

Environment Best Practice Familiarities

Professional Experience

Confidential

Project Lead

• Joined ITSM OPTIMIZATION PROGRAM for Infrastructure domain, responsible for transforming global IT operations to ITaaS framework by identifying improvements and enhancements in existing ITSM processes and building new ITSM process solutions processes based on business requirements, out-of-the-box functionality of ITSM tools and ITIL practices. As functional lead, coordinated SDLC efforts in support of building process solutions and testing services while analyzing current and future ITSM process applications, gathering requirements, developing functional design collaboratively through workshops JADs, providing extensive presentations and process demo on tools for functional clarity. Key highlights are:
• Thoroughly managed SOLUTION and PROJECT DELIVERY scopes and responsibilities by performing coordination of activities, tasks, dependencies, timelines, and milestones engaging onsite, remote, and offshore team members. Conducted UAT and Train the Trainer sessions that in turn facilitated training of end-user community, support groups, process roles - ensuring user organizational readiness.
• Authored and produced deliverables collaboratively for individual process solutions and obtained sign-off for Process Governance blueprint, Foundation Process data model, Approval Scheme, FRS for tool developer outlining configuration, customization and integration specifications, UAT plans, and Training Materials. Governance blueprint included guidelines on process details, policies, procedures, roles and responsibilities, RACI matrix, control objectives, CSFs, KPIs, and Report Strategy utilizing tool Dashboards, Scorecards, and Analytics for operational control.
• Reengineered and implemented PbM life cycle process with major enhancements. Recommended best practices on Incident review detection strategies for proactively identifying meaningful major, recurring etc. Problem candidates, RCA methodologies, effective formation of Problem Investigation Team PIT , audit of RCA and corrective action results, rapid maturing of KMDB with increased KEs, WAs and archiving permanent solutions to cut resolution cycle time of Incident technicians and production stability.

Confidential

IT Infrastructure Operations Manager

Leading IT service delivery and operations of an overall managed IT service group, catering to companies across the globe. Responsible for delivering IT infrastructure management, remote IT services, NOC, web services, application support services and cloud services to multiple clients spread across the globe. Ensuring smooth and timely service delivery, project management and profitability. Key account management activities and ensure proper invoicing is done in right time. Responsible for having the required employee base on board based on the requirements at all time, designing effective appraisal process to keep the balanced and high performance staffing. Involved in activities like process management, team motivation, team management, updates to stakeholders and Sr. management, performance monitoring, reporting, shift rostering, managing escalations and vendor / contract management. Ensuring proper quality standards and processes are followed based on the client requirements including ITIL, Six Sigma, ISO and HIPPA frameworks.

Delivered Projects

Confidential

Leading end to end infrastructure management and support project for offshore office of leading NY based healthcare company. Implementation, migration and maintenance of several windows servers, DC, exchange servers, SQL servers, Visual studio, VSS, antivirus, routers, switches, hosted applications, content filtering, etc. Responsible for licensing and version control of all the applications, user access management, IT audit, SLA management, vendor management, ITIL process implementation for infrastructure and application support.

Confidential

Served as a technical delivery operations authority for managed IT service projects, where managed multiple projects offering IT solutions and remote infrastructure management services to global clients. Became trusted technology partner of many CXOs at client companies. Managed two managers, three tech leads, four team leads, three consulting teams and a range of technical talent. Work involved close collaboration across multiple IT teams, PMO, call centers, security, infrastructure, data center and vendors/partners.

Delivered Projects

Confidential

IT infrastructure Manager

Provided datacenter management and support to a Florida based datacenter and cloud Services client, provided implementation, maintenance and support for various datacenter technologies in 12/7 support environment, participated in key migrations, datacenter co-location and troubleshooting issues. Built and managed a team of technical engineers working on windows active directory, exchange server, VMware, citrix xen servers, data storage, NOC, cisco UCS avaya.

Confidential

Service Delivery Manager

Managed overall infrastructure management operations for a Canada's top email marketing company. Worked in offshore-Onshore mode, based out of India, US and Netherlands. Monitoring, maintenance and support of a complex application EMS including range of application servers in virtualized datacenter environment, 24/7 monitoring and support. Implemented technical helpdesk as per ITIL processes offering voice, chat and email support to the client and 1000's of enterprise users using EMS. Worked with multiple platform and technologies such as Asp.Net, SQL, Windows servers, AD, exchange server, outlook integration, CSS, HTML, VMware, whatsupgold, etc.

Confidential

Site In-charge Operations Manager

• Managed operations and delivery of IT infrastructure Confidential largest retail business group spread across various states. This total outsourcing project was implementation in phases while managing strategy, planning, activities, tasks and dependencies, risk mitigation, scope, change control, subcontractor oversight, quality, cost, schedule, and performance. Scope included building datacenter, enterprise networks, LAN and WAN, voice solution, Service Desk implementation, VPN solution, backup, recovery, security infrastructure and Application Management solutions. Supervised staging, configuration, and testing of broad set of hardware and software packages. Primary expertise in customer relationship support and IT service management including service catalogs as well as various other ITIL processes. Key highlights are:
• Successfully transitioned and managed the IT Infrastructure operations of the largest region for India's largest retail chain future group with project service delivery generating revenue over 3 millions
• Successful setup of state level datacenter and migration of all servers to a central location with failover capability
• Achieved region's best figures on C-SAT E-SAT along with profitability of the division with effective use of quality management tools, C-SAT surveys, attrition control, people processes, talent transformation etc
• First one to set ITIL Processes and provided training to over 100 technicians in the region to adhere to ITSM processes
• Seamlessly migrated and managed one of the largest retail IT infrastructure including over 1000 desktops, 100 servers and 100 network devises
• Successfully setting up the complete IT infrastructure of over 50 retail stores including desktops, POS, barcode, servers, network, security, LAN, Symantec servers and WiFi implementation

Confidential

Team Lead Global Helpdesk Operations

• Managing a global IT service desk in 24/7 environment managing team size of over 70 engineers with total ownership of operations, technical and deliverables, implementing and maintaining ITIL standards in the project, ensuring all the SLAs are met and SOWs are being followed, hiring and training of new TSE's in the team, ensuring all kind of matrix like SLA, AHT, RR, CSAT productivity are delivered by the team, close monitoring, quality check and escalation management, implementing new process / project and post implementation testing , daily status meetings/conferences with teams across the glob in order to maintain global support model, supporting TSE's on technical as well as process level for following applications at L1 and L2 level. Key highlights are:
• Executed Transition project of Migrating multiple site level support teams into two global teams which follows sun model and ITIL standards, migrated multiple Help desks into 2 global center which are located in Confidential which are low cost locations, helped HP to move the head counts to other processes and company saves huge amount on annul IT expenses. Managed recruitment, training and implementation phases were planned and completed in given time frame
• Executed and managed Data center consolidation project where we Migrated of 1000 servers from all over the world into a central location. Project has taken place to reduce the maintenance and infrastructure cost and to provide more stable and better performance. As a part of this project we have completed data migration phase for all the servers in given time frame which includes recruiting new technicians, training and constant monitoring till the phase was completed and delivered to program manager. All the data, exchange mailboxes and servers were migrated to a new centralized data center. Interacting and involving Exchange server SME's for technical guidance to 2nd level agents
• WFR- Work force reduction project while I worked on reducing number of total head counts in project by implementing chat and self help options for L1 L2 support, by atomization of provisioning requests, Increasing agent's KPI's by implementing new tools and faster servers. Worked closely with HR team to place engineers to new appropriate technical positions within HP

Sr. Support Specialist

Confidential

• I worked as part of GSAS global security administration and support team providing overall security administration and support to global HP users and business partners on various platforms and applications, provided level-2 support and escalation support to complex access issues. Key highlights are:
• Creating and maintaining Windows domain objects including active directory, group policies, distribution lists, exchange objects, database objects, ADSI, ect.
• Creating objects and providing access control to various applications and platforms such as HPUX, SAP, storage and backup utilities a.k.a. Evault, TLM or PC Backup , dominos server and lotus notes, MS share point, Blackberry, BPIA, Code Signing, Digital Badge, E-Victor, Jabber, OnBoard, Secure File Sharing, etc.

Confidential

TSE Technical support engineer

Providing IT product support to global clients over the phone, chat and email for BELKIN products, supporting wired/wireless routers, switches, wireless access points, wireless bridges, wireless network adapters and wireless print servers, mentoring fresh technicians on product and processes, getting the hands on experience of all new products and establishing support procedures and documentation, escalating the bugs and issues of the products to the R D team for the betterment

System engineer

Confidential

Worked as a Systems Engineer, supporting and trouble shooting servers, router and simple networks Microsoft Windows based for Health Soft, dealing with global users and maintaining desired CSAT, AHT and ASA level, manage the download and assignment of files to MR's and solve the technical issues, manage the access control, troubleshooting of hardware and application issues