SUMMARY:

• IT professional with 17+ years of experience in the fields of IT infrastructure support, Global IT Operations, Global Transition projects, Project Management, IT transformation projects, IT Service Management, IT Security, Data Center Operations, NOC operations and Global IT Helpdesks. Specialization in leading and driving projects with complex interdependencies among cross - functional teams, developing and streamlining operational processes and procedures, and implementing automated solutions resulting in improved operational KPI's . Results oriented professional that delivers projects on time, within budget, and drives risk and issue management. Customer centric, driven and insightful individual with strong IT Infrastructure Service delivery experience within verticals like Banking, Finance and Communications.
• Operations Architect with expertise in designing solutions that provides IT Infrastructure services required for business processes by unifying the operations procedures and automating the execution of operational tasks.
• Project Manager with adequate experience in dealing project activities such as Business Requirements Analysis, Effort Estimation, Planning and interfacing with customers, working with cross functional teams adhering to Scheduled cost and Scheduled Time.
• Global transition manager with extensive and diverse experience in IT Infrastructure services within the Banking, IT Services, Finance, Publishing and Communications Industries with exposure to US, Europe, Philippine, India, Singapore and Australia.
• Vast experience in implementing ITSM standards across the IT Infrastructure services from Data Centers, Service desks, NOC, technical operations and Business operations.
• IT Service delivery manager helping our clients with predictable operations and build progressive solutions by keeping the team motivated, communicate effectively at all levels and also creating a positive work environment.
• SMAC practitioner with focus on the Cloud Computing, Cloud Infrastructure support, Open stack implementation and also extensive knowledge on the system Analytics using splunk, Dynatrace and other tools.
• Extensive work knowledge on IT Security and hands-on experience in handling IT Security projects including making SOX complaint IT Systems, managing IT security teams on mainframe and networking teams.
• Designed, transitioned and implemented NOC operations and Service desks for large companies like Confidential.
• Conceptualized, designed, developed and implemented innovative unique projects like Logs Review on Mainframes, Project Drona to create L2 pool of resources, OMIC offshore, Fulfillment process, Tech Analysts and Assembly line for VM creation.
• Microsoft Certified Systems Engineer and Cisco Certified Network Administrator. Trained on Project Management Professional and ITIL V3 foundation.

TECHNICAL SKILLS:

Operating Systems: Linux, Windows 95/NT/98/2000/XP, Solaris, OS/2

Programming Languages: C and Cobol

Design Tools: MS-Visio

Management Tools: MPP 2007 (Microsoft Office Project Professional 2007), MS Office

Scripting Tools: bash, Perl, JCL

System Analysis Tools: Splunk, Jira

Ticket Management Tools: Remedy, Jira, Servicenow, OnTarget.

Monitoring Tools: OP5, NAGIOS, Witbe, Stream flight Planner

Quality methodologies: Lean, Six Sigma, TQM, Agile

PROFESSIONAL EXPERIENCE:

Associate Director

Confidential, Philadelphia, USA

• Presently working as delivery lead for Confidential X1 platform Support and CNOC supporting the Production support, technical operations support and Business operations support which comprises of IT Infrastructure support for production and development Infrastructures.
• Responsible for P&L spanning upto 25M+ USD in revenue per year comprising of both managed services and T&M model for X1 support.
• Responsible to maintain the client relationships by attending to client requirements and fulfilling the expectations on the onsite/offshore teams.
• Project manager for CCP NOC transition, CIM NOC transition, Integration of CIM-CCP-XH NOC to T&P NOC, Release management transition, OP5 Monitoring Engineering project, VIPER Ops transition, Tech Analysts transition, Assembly line project for VM creation.
• Responsible for Service improvement plans and service transformation projects.
• Single point of contact for all the delivery related issues and maintaining the Service level agreements.
• Responsible for direct people management of onsite team members and shared responsibility with offshore teams.

Senior Manager

Confidential

• Transition manager for Confidential USC multi lingual support desk from Basel to Confidential Budapest ODC
• Transitioned 24X7 Service desk from Confidential Australia to Confidential Philippines.
• Successfully transitioned all the English speaking service desk functions of Confidential to Confidential Manila including recent DTP pilot Service desk.
• Worked as Delivery manager for Confidential Philippines supporting Confidential Service Desk.
• Managed voice and request fulfillment functions which include First Level and Second Level support agents.
• Groomed the first and line of management resources to handle both operational and people related aspects.
• Maintained good relationship with the client management team with consistent and value added service to improve the KPIs.

Delivery Manager

Confidential

• Managing a team of Operations Manager In-Charge, Incident Information managers and Data Center Services operations team. The team members are at all levels of experience from a Tech lead to the Delivery managers.
• Coordinate all activities within the Operations Control Center (OCC) and in charge of IT Operations and the critical incident management across Confidential account.
• Act as a Single Point of Contact(SPOC) for Confidential internal customer, IT partners and management
• Always be aware of events across the Confidential world, which require support from ISC and manage incidents including making an assessment regarding business impact and escalation to the appropriate organizations.
• Constantly monitor and maintain the availability of all IT services in conjunction with other Command Center operations around the world.
• In case of an incident take charge for managing resolution activities, escalation management and information flow according to the Incident and Problem management Process(IPM)
• Responsible for the day-to-day reporting of metrics in relation to the OCC’s Health Check.

Deputy Consultant

Confidential

• Worked as Problem Manager/ Project Manger for the Confidential team. Involved in Tech Panel, training and over all improvement of the Solaris team.
• IM for 24X7 support for Remedy Server Support for CSC Australia account.
• Trained Internal Auditor for ISO9001:2000 and Six Sigma Awareness training
• Involved in Sev1/Sev2 Reduction project for all the Solaris Accounts.
• Project Drona: Lead a team of 15 graduate trainees and successfully mentored them as certified professional and inducted them into complex UNIX environment. Was involved in all phases of project design, approval, implementation and closure.
• Worked for Sun Jupiter project, involved in migration of Sun Jupiter project for the Phase-4. Successfully completed the Knowledge Transfer and supporting the SUN Finance Operations organisation.
• Lead a team of 11 people and also involved other account wide operations like command center, GIS representation and internal resource planning.

Manager IT Operations

Confidential

• Managed UK Helpdesks (Common Windows Desktop and National HelpDesk) and production JCL support processes.
• Lead 3 teams of size 76 people including 9 Assistant Managers.
• Successfully migrated 11 different global migrations from US and UK which have attained Business As Usual status. Involved in project planning, recruitment, transition, training and successfully led different technical teams until it reached the study state.
• Enriched with experience as a successful Project Manager for 5 projects namely North American HelpDesk (US), CIBM Application Administration (US), National Helpdesk(UK), Common Windows Desktop(UK) and JCL production support(US).
• Maintained effective work relationship with different business areas in US and UK to deal with day-to-day issues.
• Attained good risk assessment skills and negotiation skills to solve conflicts.
• Exceeded expectation in comparison to the Service Level Agreements by accurate capacity planning for 24X7 operations and good forecasting methodologies considering the historic data and analysis. Have experience of analyzing the Crystal reports for different business areas on different aspects of SLAs.
• Experienced in the chargebacks to the business and different models of chargebacks that vary from process to process.
• Successfully built and tested for contingency of the process as a part of Business Continuity plan and Disaster recovery plan using cross site methodology. Created skilled manpower as part of cross training plans across the sites for providing the best Business continuity plan.
• Involved in creating strategic teams in the field of IT recruitment, IT training, Quality Monitoring, IT people Management, RnR, Contingency site testing, Internal Controls as a part of making the IT Operations "Center of Excellence".

Assistant Manager IT Operations

Confidential

• Designed and managed the IT infrastructure for the Confidential US Data Center Operations including the IT delegate for the Migrations from US.
• Been the first member of IT Operations team in Confidential and successfully migrated Technical Assistance Center, LAN Administration from Confidential USA.
• Also successfully migrated Lotus Notes Client support with of 10 members in size. These are the first of its kind migrations in Confidential .

Sr. Systems Administrator

Confidential

• Designed and integrated systems for different projects in LAN/WAN environment including intranet setup between the Apex group of companies in India.
• Designed, implemented and maintained APEX-WAN, a WAN connectivity for the Apex Group of companies in India. WAN connectivity includes leased lines from different ISP’s like City online, Pioneer online, co-location servers at City online and ISDN lines.
• Designed and implemented hardware and software for a high volume imaging project. Hardware includes High speed Fujitsu ADF Scanners, Dell PowerEdge servers of 200GB capacity. Software includes Adobe Photoshop, ACDsee, Prime OCR, Abby Fine reader, Adobe Acrobat with Gemini Plug-ins.
• Designed and implemented user and group management policy for the organization with Access Control Limits on Windows NT, Linux and NetWare servers.
• Designed, integrated heterogeneous LAN networks in 5 new branches of APEX namely Apex Solutions Pvt. Ltd. Guntur; Apex Logical Data Conversion Pvt. Ltd., Hyderabad; Apex Data Processing Pvt Ltd., Bangalore. Cadsys (India) limited, Hyderabad; Rithika InfoTech, Chennai.
• Implemented and configured Linux terminal server for remote booting facility with Xwindows for diskless nodes in Linux for Electronic HighLighting Project.
• Supported & managed a team of 10 technical support group members all over India. Supported them with solutions in troubleshooting LAN/WAN software, hardware and networking related issues.
• Installed and maintained software, hardware and network for this production facility.
• Supported Help Desk/Desktop Support Environments, fielding application questions concerning LAN/WAN network, business telephone services, Apex specific application tools such ADEPT™, Data Expert, Proact™, STEPS, salpack.
• Installed and configured Novell Netware servers, Windows NT servers, Linux servers and with 145 workstations.
• Configured sendmail and DNS for aat.apex inc. com domain, WINS server, DHCP server, IIS, apache, SAMBA, NFS and NIS.

LAN Engineer

Confidential

• As Technical support engineer tested, troubleshoot and repaired Dell and IBM computers, printers, scanners, monitors, network cards, UPS, modems, and hard drives.
• Created many scripts and batch files for easy operation for the network users.
• Processed and integrated the data entry files using proprietary tools for SGML projects as per the DTD provided by the customer.