SUMMARY:

Having 22+ years of IT IS experience, have managed several large accounts and resolved escalated client issues. Collaborated across multiple departments to coordinate on - time delivery of projects, promote client satisfaction, and ensure a competitive edge for the organization. Managed end-to-end delivery of IT services 24X7 (product lifecycle management, end user support, coach and mentor overall IS delivery team, and incident/risk management) following ITIL best practices. Five major successful transitions were completed with zero deviations. 200 resources at offshore (India), 25 resources at near shore (Manila) and 40 resources at Onsite (North America) with the revenue of $6 million annually. Aggressive Automation ensuring the high availability, cost reduction and Inc reduction.

• Ensuring end-to-end service levels supports the goals of the customer business functions
• Successful service delivery - SLA achievement with high customer satisfaction index
• Manage a team of resources focused on implementation, delivery, and continuous improvement of processes and supporting automation
• Act as a subject matter expert on the ITIL framework, guiding Service Management team resources in the proper development and delivery of service design, service transition and service operations
• Ensure all processes are fit-for-purpose with principal stakeholders. Drive standardization of processes
• Ensure processes are complaint with all statutory, regulatory, and policy driven controls
• Ensure proper alignment of Service Management processes within the broader context of end-to-end IS planning delivery, and sustainment frameworks
• Overseeing technical teams for all projects impacting the Human Resources area
• Acting as an internal consultant providing guidance on complex projects and researching strategic planning matters
• Working closely with the Program Manager to ensure all standards of Projects and System Enhancements are met and delivered. Ensuring cross-functional resolution of application support issues
• IT Strategy & Operating Model Development
• DC Migration and Data Center roadmap
• Cloud Strategy, Assessments and Transformation - IaaS, SaaS, PaaS, Hybrid, Public and Private
• O365 Migration, Operating System and Hardware Refresh - Project execution
• Oversees network operations and systems engineering
• Responsible and accountable for architecting advanced infrastructure architectures and envisioning appropriate technical roadmaps to enable the company to achieve its objectives
• Accountable for all aspects of the datacenter, telephony, storage, network, and server environments, whether they are located in the company’s own datacenters or in cloud environment
• CIM - Manage outages and drive towards resolution. Ensure RCA is submitted to the client on time
• Ensure high visibility changes are well planned and rehearsed prior to implementation. Conducting Pre-Cab
• Strong ITIL knowledge on Incident management, Change management and Problem management processes
• Conducting steering committee meetings. Review scorecard (CSLA, SLA and KPIs), Initiatives, performance (SIP and PIP) and AIs
• Setting up organizational goals and improve team performance based on KPIs
• Point of contact for all Service delivery escalations. Ensuring quality of service aligned to meet the customer’s business or product expectation
• Accountable for identifying, tracking and resolving Operations and Project risks
• Ensure Project activities are completed as per the schedule agreed with the client. Conduct periodic reviews on the project status
• Operational review meetings with offshore delivery partner Daily/Weekly/Monthly
• Ensuring proper hand over take over happening between Onsite and offshore delivery teams
• Automation - Top contribution of INC targeted for automation and eliminating manual efforts

TECHNICAL SKILLS:

Operating Systems:   Windows 2012 and 2016 Server, Linux 7 and CentOS, AIX, Novell Netware 4.x & 5.0

Databases: Oracle, SQL Teradata

Hardware: Cisco UCS, HP, EMC, IBM e-Server, Dell, Pal Alto, Nexus - Cisco UCS B200, B230 UCS 5108, UCS 6140, UCS 6296. EMC VNX 5700. NetApp 3000 - 3240, 8040, 8020. Veritas NetBackup - 5230 and 5020. Nexus 7010, Cisco 5580, 5520, 5596, 3050, Pal Alto 3000

Applications: Service Now, Could Plus, Zabbix, BigFix, LSF, GRID, 0365, Cloud, AWS

Industries: IT, Retail, BFS, Consumer Products

Project Management Tools: PMP, PMI, ITIL v3, PMO and Service Delivery

Methodologies: PMI, PMP, PMO

PROFESSIONAL EXPERIENCE:

Confidential, CA

Service Delivery Head

Responsibilities:

• Building a personal relationship with key client staff (VPs and Directors)
• Successful service delivery - SLA achievement with high level of customer and user satisfaction
• Monitoring overall performance of services
• Good communication around issues and opportunities - get things done, make things happen
• Conducting the Steering Committee meetings
• SLA and Performance review meetings
• Tower Level meetings
• Driving Security vulnerabilities remediation process
• Collaborating with senior management on client account management and growth
• Ensuring operations teams are aware of changes and are prepared
• Building service reports
• Service reporting and sponsoring service delivery meetings
• Pulling in additional resources when needed e.g. specialist teams or people for specific issues / opportunities
• Removing all obstacles to customer satisfaction and / or financial performance
• Communicating across organizational boundaries - from engineers through to senior managers
• 3rd party management responsibilities
• Following up if service delivery is not meeting expectations
• Working with the client and operations teams to identify and managed service improvement activities
• Along with operational managers and technical leads, accountable for and contribute to the overall performance of the managed services division
• Ability to follow hardware and software best practices as defined by the Managed Services management
• IT Project Management
• Architecting applications for AWS target environment (Web/Mobile/Desktop applications).
• Extensive Systems Architecture experience

Confidential, GA

Service Delivery Lead

Responsibilities:

• Building a personal relationship with key client staff
• Successful service delivery - SLA achievement and high level of customer satisfaction
• Monitoring overall performance of services
• Good communication around issues and opportunities - get things done, make things happen
• Collaborating with senior management on client account management and growth
• Ensuring operations teams are aware of changes and are prepared
• Building service reports
• Service reporting and sponsoring service delivery meetings
• Pulling in additional resources when needed e.g. specialist teams or people for specific issues / opportunities
• Removing all obstacles to customer satisfaction and / or financial performance
• Communicating across organizational boundaries - from engineers through to senior managers
• 3rd party management responsibilities
• Following up if service delivery is not meeting expectations
• Working with the client and operations teams to identify and manage service improvement activities
• Along with operational managers and technical leads, accountable for and contribute to the overall performance of the managed services division
• Ability to follow hardware and software best practices as defined by the Managed Services management
• Architecting applications for AWS target environment (Web/Mobile/Desktop applications).
• Extensive Systems Architecture experience
• Excellent in Java/J2EE, Web services, Spring MVC, Hibernate/JPA, JSP
• Working knowledge of application servers like J Boss, Web ogic and .Net
• Extensive AWS Application Migration experience Java based applications.
• Ability to transform complex business requirements into technical design specifications.

Hardware: HP Blades and DELL Blades. Commvault, Qualstar and Quantum, EMC Vmax 20K,HP 3 PAR V 400, 7400, NetApp 3000S and 6000S, EMC Data Domain - Archival, EMC Extreme 10 - Flash Storage

Operating System: Windows 2012, RHEL v6.x

Special Software: LSF, IIS v6, 7.x, IBM HTTP Server, Java, Apache Tomcat, .NET 2.0, 3.0, 3.5, 4.0,MS SQL 2012 SSRS, SSIS and SSAS.

Confidential, DE

Program Manager and Resiliency Manager

Responsibilities:

• Accurate and timely delivery of project artifacts based on the Project Management Model (PMM) workflow
• Interfacing with respective ICDW Project teams as required for the project (Internal Design Reviews)Solaris zones configuration, installation with controlled resource allocation
• Interfacing with the Client and Business Partner as required for the project (External Design Reviews)
• Use the DMAIC framework for all design projects
• Following through on process improvement opportunities, using the past to learn for the future
• Ensure that applications have a fully documented, and executable DR plan that contains all of the required information, reflects current conditions from an IT infrastructure recovery standpoint, and is able to support the recovery objectives of the company.
• Design and execute DR exercises and write test reports, including lessons learned and coordinating follow up on test results as required.
• Provide expertise in the design, development, implementation, and testing of disaster recovery technology solutions
• Analyzes business services and map applications and infrastructure to these services
• Establishes application tiering based on what is critical to the business
• Collaborate with infrastructure and application teams to define solution requirements
• Develop reusable DR collateral, standards, and best practices as well as evaluate new technologies and capabilities

Hardware: Risc based IBM, and Sun Servers, IBM pSeries and iSeries. Intel based HP and IBM Servers.

Operating System: Windows 2012, 2008 Servers and Windows XP and 7 Clients. RHEL v6.x, IBM iSeries AIX 6.1

Special Software: IIS v6, 7.x, IBM HTTP Server, Java, Apache Tomcat .NET 2.0, 3.0, 3.5, 4.0, MS SQL 2000, 2005, 2008, 2012 SSRS, SSIS and SSAS, IBM iSeries Client access software, MQ Server and Client, RepliWeb.

Confidential, Jacksonville, FL

Design Team Lead/ Sr. Infra Architect

Responsibilities:

• Accurate and timely delivery of project artifacts based on the Project Management Model (PMM) workflow
• Working closely with the Technology Project Manager and Engagement Manager in order to provide a fully documented infrastructure technology solution based on standard product offerings
• Interfacing with respective Engineering teams as required for the project (Internal Design Reviews) Solaris zones configuration, installation with controlled resource allocation
• Interfacing with the TPM and Business Partner as required for the project (External Design Reviews)
• Use the DMAIC framework for all design projects
• Following through on process improvement opportunities, using the past to learn for the future
• Assisted senior management with planning capital and operations budgets. Suggested, selected, and planned capital projects to meet business objectives. Worked with vendors and resellers to estimate capital costs.
• Researched new technologies and planned proof-of-concept and production implementations. Oversaw and assisted operations staff members with implementation.
• Worked with other technology groups and business units to provide infrastructure services to meet new business objectives and support new initiatives. Ensured delivery of highly-available services for corporate IT needs as well as broadcast and content-production.
• Served the role of Team Lead and IT Architect to support and deliver services to steady state commercial accounts.
• Delivered services to critical systems and servers.
• Designed and deployed physical and virtual servers.
• Managed and reviewed all technical and account documents as a process architect for approval via a document library and ensured that all deliverables were met on time and made sure all obligations were met.
• Extensive Systems Architecture experience
• Excellent in Java/J2EE, Webservices, Spring MVC, Hibernate/JPA, JSP
• Working knowledge of application servers like JBoss, Weblogic and .Net
• Ability to transform complex business requirements into technical design specifications.

Hardware: Risc based IBM, and Sun Servers, IBM pSeries and iSeries. Intel based HP and IBM Servers. IBM iSeries AIX 6.1, SAN/NAS/NFS, DFS, F5

Operating System: Windows 2000, 2003, 2008 Servers and Windows XP and 7 Clients. RHEL v6.x, IBM iSeries AIX 6.1,

Special Software: IIS v6, 7.x, IBM HTTP Server, Java, Apache Tomcat, .NET 2.0, 3.0, 3.5, 4.0, MS SQL 2000, 2005, 2008, 2012 SSRS, SSIS and SSAS. IBM iSeries Client access software, MQ Server and Client, RepliWeb, Oracle RAC, Golden Gate, SSO,SSL, ESB, WebLogic, WebSphere, Jboss, JDK, Biztalk, DR Replication, Clustering, DMZ, MSMQ, IBM MQ.

Confidential, Neenah, WI

Delivery Lead/ Project Leader

Responsibilities:

• Building a personal relationship with key client staff (VPs and Directors)
• Successful service delivery - SLA achievement with high level of customer and user satisfaction
• Monitoring overall performance of services
• Good communication around issues and opportunities - get things done, make things happen
• Conducting the Steering Committee meetings
• SLA and Performance review meetings
• Tower Level meetings
• Driving Security vulnerabilities remediation process
• Collaborating with senior management on client account management and growth
• Ensuring operations teams are aware of changes and are prepared
• Building service reports
• Kimberly has an IT division and under IT division there are multiple projects running. Projects like Server install, Patch management, Web services, Development, VMware, Data center operations, Citrix, EFM, HP OVOW, Unix support, Storage support, and Database support.

Confidential, Atlanta, GE

Retail Store Software Provisioning Project Manager

Responsibilities:

• Project management, managing onsite and offshore team, Client coordination, Reporting to client manager
• Installation and configuration of Windows 2003 operating system for different stores using the tools Symantec CCM, On command remote master and Live state Delivery 6.0
• Automation-monitoring and job scheduling 
• Providing L 3 support to Confidential Stores ( 2050 Stores across USA, Canada and Mexico )
• Distribute Software updates, software packages and critical updates through the CCM console and through scripts.
• Package pushing to the servers
• Major rollout of the operating system as well application across all Confidential location.
• High level trouble shooting of the servers and clients
• Coordinating with vendors to fix hardware and soft ware issues.
• Server build using Symantec Live State Delivery 6.0
• Home depot using Symantec CCM to create and distribute software packages required for all devices at store level. The task involves deployment of software packages across 2050 stores as per RFC, Rollout of client devices at store level remotely, L3 Production support, Maintaining the availability of software provisioning servers and sending daily/weekly reports.The team size is 2:6 onsite and offshore respectively

Special Software/Tools: Symantec Live State Delivery 6.0, CCM, On command Remote master.

Confidential, Tampa, FL

Retail Front Line Support Project Lead

Responsibilities:

• Installation and configuration of Windows 2000 and Windows 2003 operating system for different projects at client’s data-center at different locations
• Windows 2000 Server cluster installation & configuration
• Microsoft SQL Server cluster installation & configuration.
• Application owner for 50 mission critical applications under verizon.com
• Automation-monitoring and job scheduling
• Providing support to retail IT Development team/ Implementers.
• System Security Administration
• Active directory configuration and support
• Security Administration with GPO implementation
• Installing MS SMS 2003/2.0 as separate infrastructure support Servers at enterprise wide for deploying production packages to Servers and desktop which includes Server patch deployments, Middleware’s, Firmware Agents.
• Create and distribute Software scan updates, software packages and critical updates through the management console and through scripts.
• Creating SMS 2.0 and SMS 2003 infrastructure and seamless migration of SMS environment from 2.0 to 2003 without affecting client’s health monitoring which also includes, Software metering, SUS Services, Site Server and SMS Administrative and Consoles.
• Installing and Configuring Symantec Antivirus ver. 8.x/9.x for and configuring Symantec Live Update Site Servers for Virus Definitions and Signature Files and also includes Live Update replication with Symantec Host Server.
• Performing patching and packaging services using WUS, and also includes SMS Servers Health monitoring and scripting for product packaging and deployment.
• Installation and configuration of middleware (.Net, Com+, IBM DB2, Connect Direct, Commerce Server, Site minder Web agent
• ( SSO ), MQ Series, F-Secure, URL Scan, SQL, Oracle )
• IIS Administration, Server performance monitoring, monitoring logs, supporting critical applications during Outage and non outage situations.
• Opening CMC bridges, Joining CMC bridge and providing application support, Solving the problem in the CMC
• Troubleshooting operating system issues
• Troubleshooting Application, Web server, Middleware, SQL Cluster, SSO Web load balance issues

Special Software/Tools: Altris Deployment server, MS SUS, ebizcenter, Terminal Client.