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SAPNA SANDHAN

E-Mail:acgt8d@r.postjobfree.com~ Mobile: +91-982*******

Seeking Higher / Middle Managerial / Consultant Positions to head IT

Infrastructure Operations / Project Management Officer with a reputed to

service & support in IT Industries.

PROFESSIONAL PROFILE

< A dynamic professional with over 5 years 2 months of functional &

leadership experience in IT Infrastructure, Project Management &

Architecture.

< Recently was associated with Wipro InfoTech, Mumbai as IT Operations

Manager.

< Specialist skill in Infrastructure Conceptualization, Scoping Business

requirement, strategist &implementer with demonstrated abilities in IT

Infrastructure project management and new technology solutions

implementation for streamlining IT operations and project delivery.

< Extensive experience in driving end to end solutions, designing

systems / procedures for change management in network project

operations related entailing mapping business processes and studying

workflow to design solutions, ensuring business functionality &

enhancing competitive advantage.

< Hands on experience in identifying, evaluating & selecting appropriate

technologies in house / external, & achieving seamless process from

business partners / collaborators as required.

< Extensive experience in the areas of Hardware, Software,

Infrastructure, Network, Operations, Account, Program and Project

Management.

< In-depth expertise in the areas of Client Account Servicing, liaison

between Client and IT Technical Teams, full systems development life-

cycles and managing Projects.

< Dedicated to project excellence, delivering quality projects on time,

within budget and meeting project objectives and client expectations.

< Highly capable of mentoring leads & engineers so helping them to

realize their full Potential.

< An effective communicator, strong leadership with distinguished

abilities in end-to-end project management, custom designing IT

solutions, training & motivating cross functional & global teams to

maintain as well as exceed deliverables as per SLA of the Group

Policy.

COMPETENCY MATRIX

Collaborative Leadership

IT

Leadership/Management

IT Operations and IT Organization Quality Management

Support Development

Business Transformation Knowledge Management SLA Management

IT Infrastructure Management

Vision & Strategy End to End User Operation Architecture

Management

Technology Roadmaps & Service Research & Client Relationship

Developments Analysis Management

Asset / Vendor Project Delivery Technical Service Support

Management Management

Resource Management Risk Mitigation & Control Application Management

Customer Development / Risk Management & Negotiations & Contracts

Upgrades Compliance

Budgeting & Cost Customer Stakeholder Business Process Mapping

Management Relationships

Performance Management Corporate strategy Planning

& Execution

ACADEMIC and PROFESSIONAL ACHIEVEMENTS

< Completed PGDM in E-Business (IT) from Welingkar Institute of

Management in 2014.Speclization in Project Management, Leadership

Qualities and IT Infrastructure Management

< Certified in ITIL Foundational V3 in April'2011.

< Successfully completed CCNA course in May'2010.

< Microsoft Certified Professional 70-270 - Windows XP Professional in

2009.

< Advance Diploma in Computer Hardware and Networking, Jetking

< B.E in Electronics, from A.C.Patil College of Engg, Kharghar, Navi

Mumbai in 2008.

< DIPLOMA in Digital Electronics, from Shah & Anchor Kutchhi

Polytechnic, Chembur, Mumbai

< SSC from C.D. Barfivala High School, Mumbai.

PROJECTS UNDERTAKEN

< Successfully completed project on Process View of PMP- A Case Study

for Welingkar Institute in June 2014.

< Introduction of Wi-Fi setup for Mumbai Region

< Kickoff Win XP and Welcome Win 7for Pan India Users

< New Office Setup / Migration of old office with Complete IT

infrastructure and Application Support.

< Migration of MS Office 2010 to Office 365

< Introduce Lync 2013 for Office Communicator.

TECHNICAL PERVIEW

Hardware: Desktop/Laptops, Cisco Routers, Catalyst

Switches, Ricoh Network Printers, Scanners

Networking: LAN, WAN, DNS, DHCP, Active

Directory, IIS, Corporate Internet Connectivity and

Broadband.

Operating System/Applications: Windows 7 / XP / 2K3, Outlook Express / MS

Outlook, Office 365, Lotus Notes.

Inventory & Backup Management: Daily, Weekly, Monthly, Yearly (Onsite and

Offsite) MIS Reporting Updating IT

Asset Inventory

for PAN India. Expertise in PowerPoint Presentation and

Preparing

Dashboards

Web Technology: HTML

EMPLOYMENT SCAN

1) February 2013~ March 2014 with Wipro InfoTech, Mumbai as IT Operations

Manager

Projects Undertaken: JLL

Growth Path: Feb 2013 ~ March 2014

Roles:

< Direct and manage the project development from beginning to end as

listed on each Phase of the Project Management Life Cycle.

< Focus on technical interpersonal skill enhancement of resources deploy

on project.

< Experienced in running Project Meetings (Kickoff, Status Meetings

(Internal/Client)

< Proven Track record: projects on-time, within budget and meeting

objectives

< Resources Management - manpower deployment, attrition & mentoring team.

< Client and Executive Facing, Account Servicing and managing SLAs & OLA

< Defining operational architecture in line with client's business

requirement.

< SLA adherence and Management, handling major escalations & ensure

speedy resolution

< Proactively manage changes in project scope, identify potential crises,

and devise contingency plan.

< Ascertaining compliance with quality & time specifications for seamless

management & delivery of project.

< Strong written and verbal communication skills to all Stakeholders on a

timely basis

< Managing client's relations & review meetings for seamless processes

< Domestic and International project managing with onsite / remote /

offshore resources

< Working as per the ITIL protocols and standards and implementing it in

various Project Lifecycles.

< Performing Risk Analysis, planning strategic plans for validating and

migrating risk and finally executing.

< Motivating Team members by providing them appreciation, highlighting

their performance / arranging training session for enhancement and

betterment

Deliverables:

< Project Planning, Transition, Execution, and phase off.

< Database Management

< Antivirus & Patch Management

< Video Conferencing Management

< Internet Services Management

< Asset & Vendor Management

< End to End User coordination and Review meetings

< Incident Management, Change Management

< Risk Assessment, Coordination, Mitigation and Implementation

< MIS Reporting

< Metrics / Time Reporting / Configuration items / Defect Collections /

Quality Assurance

< Desk side support services to ensure that IT policy & security policy

are adhered & manage effectively.

< VVIP support is critical & is dedicated to onsite service to specified

user group.

< Training to end users of services desk tools, & other IT policies &

processes & self-help.

< Video conference, webcasting & IP phone support services.

2) May 2012~February 2013 with DSM Infocom Pvt Ltd, Mumbai as Service

Account Manager

Projects Undertaken:

Client: Shopper Stop LTD

Growth Path: May 2012 ~Feb 2013

Deliverables:

< Managed service support areas of incident, problem, change, release

and configuration.

< Worked on project costing, scheduling, and tracking for ensuring

timely completion of project.

< Responsible for risk management &continual improvement of service

lifecycle.

< Assurance that all quality control measures are followed

< Active participation in Customer review for discussion on the Key

points and processes

< Maintaining the documentations, SOP, daily reports, Tickets reports

daily across India for various projects for getting timely resolutions

within the define SLA's

< Activities are properly track & implemented

< Ensuring 100% satisfaction from the end users and customers and

improving the services as per the latest

technology and requirement.

< Coach, mentor, motivate and supervise project team members and

contractors, and influence them to take positive action and

accountability for their assigned work.

< Direct and manage the project development from beginning to end as

listed on each Phase of the Project Management Life Cycle.

< Designed and deploy the new project management activities in the

business & follow-up till closure & maintain & update the tracker on

daily basis & share with all stake holders on daily basis.

< Implementing processes as per ITIL protocols for the improvements and

performance enhancement of the operations and process.

3) March 2011 to May 2012 with Network Solutions PVT LTD, Mumbai as Team

Lead (Service Desk)

Projects Undertaken:

Client: Multiple

Growth Path: March 2011 to July 2011 and August

2011 till May 2012

Deliverables:

< Handled LAN hardware/software administration and managed Windows NT/

2000 Server.

< Managed multiple users for providing hardware and software support.

< Created and managed NT users &groups and also managed shares/folders

on Server.

< Responsible for User Access Rights Management and implementation of

group policies to optimize user access.

< Coordination with the team members in the conference call for the call

review and update

< Handling Desktop, Server and Network Team, acting as Lead; providing

1st level of support for applications related calls.

< Doing Vendor co-ordination with various Vendors like Dell, HP,

IBM,DELL,SONY and assure a closure

< Providing Remote Desktop & Remote Assistance to users based off

locations.

< Maintaining Detail IT Asset Inventory.

4) Aug 2009 to Feb 2011 as Executive End User Support

Projects Undertaken:

Client: BA Continuum Solutions on payroll of

Microland

Growth Path: June 2010 to Feb 2011

Client: HDFC Bank on Payroll of NH Info media Pvt

LTD

Growth Path: August 2009 to April 2010

Deliverables:

< Handling all hardware and software related calls, which includes

installation & troubleshooting of patches, anti-virus, MS-Office

related issues via net meeting and remote desktop.

< Providing 1st Level of Support for all support and applications

related issues.

< Making Daily Attendance report and keeping the track of all emails and

calls as per SLA.

Was Awarded Star Performer of the Quarter for outstanding performance above

excellence.

5) February 2009 to July 2009 as Technical Support Desk with CMS Info

systems LTD

Deliverables:

< Answering calls by following telephonic etiquettes and Call logging

using ticketing tool

< Providing 1st level support for applications related issues.

< Troubleshooting hardware components and applications related issues

< Installation of OS and Mails

< Preparing Call Report / performance report of the engineers on weekly

basis.

PERSONAL DETAILS:

Name : Sapna S Sandhan

Father Name : Sanjay R Sandhan

Date of Birth : 8th October 1982

Marital Status : Single.

Languages Known: English, Hindi, and Marathi.

Permanent Address: Manish Nagar, Bldg. No-21, Flat No-35, J.P.Road,

Four Bungalows, Andheri (West),

Mumbai-400053.

References : On Request

DECLARATION:

I hereby declare that the information furnished above is true to the best

of my knowledge.

Sapna

Sandhan

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