Management Service

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Puneet Sukhija

Profile

IT Business and Management Consultant with 10 years of diverse work

experience in cutting edge technologies and leading strategic and tactical

consulting assignments for Fortune 100 Companies. Well rounded with global

experience and unique ability to propel business forward by deconstructing

complex strategies into implementable actions and managing execution

through successful completion.

Technical and Business Skills in Enterprise Architecture, IT strategy

development, Migration to Cloud based services, Datacenter Architecture

and Transformation, Process Consulting, Service Continuity and Disaster

Recovery Management. Extensive knowledge of Oil and Gas (upstream,

midstream and downstream) and Utility Industries. Implementation

experience in ITSM, CRM, Marketing and Analytics, Trading and validation,

Multi-channel integration, Financials and ERP.

Areas of interest

Process and Business Strategic / Tactical ITSM Tools

Consulting Planning Implementation

IT Security & Risk IT Portfolio Cloud Security/Network

Management. Rationalization Security

Business Transformation Process Re-Engineering Virtualization- IaSS,

Lean - Six Sigma SaaS,

Summary of Qualifications:

Strategic Decision and Risk Management Certificate from Stanford Center

for Professional Development, Stanford University, California USA.

Post Graduate Professional certificate-Risk and Compliance Management from

University of Washington, USA.

Master's in Business Administration (M.B.A.) from University School of

Management Studies, Delhi, India with First Division ( approx. GPA 3.5).

Bachelor of Engineering in Computer Science and Engineering from Maharishi

Dayanand University, India with First Division. ( approx. GPA 3.5).

Diploma in Computer Science and Engineering from SBTE, Chandigarh, India

with first Division. ( approx. GPA 3.7)

Industry Certifications:

Project Management Professional (PMP) certification from the Project

Management Institute. PA, USA.

ITIL v3 Expert Certified from Best Practices Management institute of OGC

United Kingdom (UK) with Distinction. Certification ID : 4336079.1162693.

ITILv3- Planning, Protection and Optimization (PPO) from Best Practices

Management institute of OGC United Kingdom (UK) with Distinction.

Certification ID : 4336079.1162603.

ITIL v3- Service Offerings and Agreements (SOA) from Best Practices

Management institute of OGC United Kingdom (UK) with Distinction.

Certification ID : 4336079.1038610

ITIL v3- Operational Support and Analysis (OSA) from Best Practices

Management institute of OGC United Kingdom (UK) with Distinction.

Certification ID : 4336079.1004323

ITIL V2 -Release and Control (IPRC) from Best Practices Management

institute of OGC United Kingdom (UK) with Distinction. Certificate ID :

023*****-**-BY9Q

Certified Information Systems Security Professional (CISSP) from Security

Certification Consortium, Inc.(in-progress)

TOGAF 9 Certified from The Open Group.

Certified Six Sigma-Black Belt professional from GE Corporation.

VMware certified Sales Professional (VSP) from VM ware corporation.

Trained on Cisco UCS (Unified Computing System) for Data center

Virtualization Architecture and Design.

Tools and Technologies

Skill Name Tools/Technology/Platforms Proficiency

level

ITSM Tools BMC Remedy ARS 7.x, Atrium Orchestrator with

Integration to BMC Patrol, HP OVO and Discovery Proficient

tools (TADDM and HP-DDMi)

Designed blueprint for Service Now implementation of

Incident, Problem, Change and Configuration

Management.

Working Knowledge of HP - SM(Service Manager),

Tivoli and CA-Unicenter.

Security ISO 27001 :2005 (27034, 27035, 27036), I7799), Proficient

and BS7799, SOX, PCI-DSS.

Compliance

Frameworks

Networking Working Knowledge of MPLS and routing protocols BGP, Proficient

and OSPF, ISIS, RIP, and EIGRP, Traffic engineering,

Network Multicast, multicast VPNs. Strong understanding of

Security Network Design, Multitier design with DMZ, NAT,RSA,

N-IDS, IPSs with System and Network Redundancy.

Working Knowledge of MPLS and routing protocols BGP,

OSPF, ISIS, RIP, and EIGRP, Traffic engineering,

Multicast, multicast VPNs, TCP,SSL,FTP,SFTP. Layer 2

VPN over MPLS (AToM), which includes frame relay

over MPLS.

Configuring Cisco based layer 2 and layer 3 (65K/75K

Series Routers, A10 Switches, Cisco Catalyst 4500

Series Switches, QoS Policy Manager and Cisco VPN

3000 Client. Trained on Cisco UCS - Intel's

NetEffect iWARP Controller - NE020 and CNAs-like

Cisco Palo.

Database Oracle 10g /11g (OEG and OSB) Proficient

Hardware Hands on experience in optimal sizing of Datacenter Proficient

Infrastructure using (HP Blade - ProLiant series,

UCS B-Series Blade, UCS C-series Rack Servers) for

implementing Converged Infrastructure for private

and public clouds.

Data SAP Business Objects 11.x, SAS, Minitab 15, SPSS, Proficient

Analysis Excel using VBA

Key Process /Infrastructure Consulting Assignments

Availability and Disaster Recovery Consultant - Data Center Modernization

2012- Present

Pacific Gas and Electric Company (Currently Working)

San Francisco, CA

. The IT Business Process Expert, Infrastructure Services, provides

internal business expertise in process improvement, process automation

and standards management with IT Information and Operations Disaster

Recovery Services process improvement efforts. As an expert, I work as

key authority within process improvement and standards associated with

PG&E's IT Information and Operations Disaster Recovery Program. My

specific role focus on helping to drive change across PG&E's IT

organization in associating with the delivery of a structured and

supportable DR Business plan.

. Provides technical expertise concerning the network, firewalls, and load-

balancing, transmission, and voice aspects of the Disaster Recovery (DR)

of critical PG&E Core Infrastructure. Excellent working knowledge of Data

Center computing and network environments, understanding of Active-

Active design, system resiliency, and experience with site-to-site DR

network and telecom design and testing.

. The IT Process Expert will help developing and implementing DR standards

and processes; manage Business Impact Analysis (BIA) and coordinate

process and standard solutions, and; drive and facilitate the

optimization of infrastructure IT Information and Operations Disaster

Recovery services performance. The DR Process Expert will work closely

with all IT departments, in coordinating and driving the overall IT DR

program within Infrastructure and Operations (I&O), with guidance from

the I&O leadership team.

ITSM Consultant - BP Upstream - SM - Center of Excellence

2010-2012

BP -Upstream -Oil and GAS

Huston, TX

. Define and implement Service assert and configuration management process

across upstream organization. Migration of legacy CMDB.net to BMC Remedy

7.5 Artium 7.5 and Implementation of HP DDMi across global and satellite

data centers.

. As manager IT Service Transformation initiative at BP Upstream for CIO-IT

strategy Office and CFO organization Business Technology Managers for

defined framework for service cost transparency by leveraging Planning

IT portfolio management and Infosys iCat (service catalog) frame work.

Worked as lead for Developing and Implementation of Service

Introduction and service integrator framework across BP- upstream IT

service design and delivery organization.

. Business requirements analysis to ensure IT governance is achieved and

brings value to the organization via aligning IT with organizational

goals and objectives to reduce unjustified capital expenditures. Driving

and supporting multimillion Dollar Service Improvement and process

harmonization initiatives across global upstream organization. Case study

http://www.infosys.com/connect/connect2011/client-speakers.asp

. Supporting strategic initiatives BCP/DR, Application Portfolio

Rationalization, Service Planning initiatives for global upstream

organization.

Program Manager/ Solution Architect - E2E Test Environment Management

2010-2010

Financial - Investment Bank

Location - Irvine, CA

. Led infrastructure sizing, Design, Deployment of highly available and

reliable E2E Test Environment, deployed across global datacenters.

Designed High Availability (HA) design to achieve 99.999% availability

metrics and annual MTD <= 5 minutes for mission critical assets.

Constructed risk analysis and remediation to achieve MTTR <= 20 minutes.

. Led cross platform collaboration to achieve 80% datacenter

standardization. Development of technology convergence methodologies to

consolidate infrastructure from worldwide datacenters. Infrastructure

functional and operational compliance across 90% of global datacenter

infrastructure footprint.

. Alignment of business and technical requirements achieving reduction in

rework due to delivery of inefficient infrastructure utilizing more than

80% of infrastructure resources negatively impacting the customer

experience and brand impact due to derogatory impact on throughput (<

1.5Mbps) and bandwidth utilization (> 90%).

ITSM Consultant / Solution Architect - Service Now implementation

2009-2010

Location - India and Framingham

. Worked as a Integration Lead of Service-now with various IT service

management tools like HP OpenView, Legacy Remedy 6.x and Oracle and SAP

HR module. Worked as Service lead for IT Asset and Configuration

Management, Software Configuration Management.

. Worked as the central coordination point for new service implementation

or expansion. This includes working with the internal customers to

determine scope and service levels

Service Management Governance Consultant

Location - India

Schindler Electric

. Implemented enterprise installation, upgrade, testing, configuration and

change management processes and plans. Managed installation, upgrade and

implementation of software and hardware solutions.

. Performed risk analysis, implemented disaster recovery plans and managed

resources to resolve critical issues. Presented to business executives on

deployment and risk mitigation strategy with a focus on the business

impact of IT changes in the enterprise. Provided strategy on server

hardware and software migration in globally distributed sites.

. Determine year to year goals for the IT enterprise and assist the clients

in driving towards those goals by leveraging wide range resources within

IBM to meet their needs.

CISCO Advisory Services - ITSM Consultant

2008 to Dec 2009

Location - CISCO

. ITSM process Definition and roll out of IT service operation and service

transition processes across CISCO Advisory services. Produced CMDB

design solution, using BMC Remedy ARS, Atrium Orchestrator & Blade

Logic for release and deployment. Enterprise resource planning included

business analysis across multiple and diverse departments.

. Understand the business requirements, current processes and documentation

for Capacity Management & related services. Understand current capacity

roles, tools and integration with other processes. Review & analyze

reports and metrics related to Capacity Management against Service

obligations

. Gap analysis to identify the area of capabilities building as per best

practices. Identify the long term and short term recommendations for

establishing the capacity management process in 2009 onwards. Present the

gap analysis report and recommendations roadmap to key stakeholders and

sign off.

Service Design/ Deliver Manager - 21CN Network Migration

Location - BT -ODC Jan 2010 to

Sept 2010

. Designed High Availability(HA) design to achieve 99.999% availability

metrics and annual MTD <= 5 minutes for mission critical assets.

Constructed risk analysis and remediation to achieve MTTR <= 20 minutes.

. Led cross platform collaboration to achieve 80% datacenter

standardization. Development of technology convergence methodologies to

consolidate infrastructure from worldwide datacenters.

. Infrastructure functional and operational compliance across 90% of global

datacenter infrastructure footprint.

Process Improvement/ Re-engineering Projects - Lean Six Sigma Based

Projects

Business Case : Improve Schedule Metric (This metric indicates the

slippage in schedule of project. Latest delivery date approved by the

customer is used) process by improving alignment between various

stakeholders.

Tools: Six Sigma methodology, DMAIC cycle, Minitab statistical tool

Role: Leader (Team leader)

Synopsis: Optimizing the customer retention process by improving the

alignment between organization's internal operations. Established 'Customer

Alignment Index' for measuring the current behavior and designing a process

to raise its value to 95%.

Tools: Six Sigma methodology, DMAIC cycle, 7QC, SPC, Minitab 14.

Tools used :- SIPOC,QFD,7-QC, Minitab, Hypothesis testing, DOE, SPC, Cost

benefit analysis- NPV, Excel -2003, VBA,MPP.

FCR (First Call Resolution) metric to the specified limits for better

control over the Service Operations.

Tools: Six-Sigma Methodology, DMAIC, Minitab statistical tool

Role: Executive (Team Member)

Synopsis: Process design for alignment between internal customers, deriving

'Performance Index' & 'Commitment Index' (CI). Establishing Project

documents for Project initiations & delivery.

Tools used :- SIPOC,QFD,7-QC, Minitab, Hypothesis testing, DOE, SPC, Cost

benefit analysis- NPV, Excel -2003, VBA, MPP.

Employment History

April-2008 to Till date Infosys Technologies Ltd.

India

Designation : IT - Infrastructure Transformation/Process Consulting

Services

Key Responsibility Areas

. IT Infrastructure and Business Transformation Consulting Services-

30%

. Service Offering Developments - 30%

. Strategic Sales/ CxO levels Presentations - 20%

. Thought leadership - 10%

. Customer Satisfaction - 10%

Clients Managed:- Morgan Stanly, CISCO - Advisory Services, British

Telecom, Schindler Electric, Staples, American Express, Capital Group, BP-

Upstream E&P, Vodafone, Pacific Gas and Energy.

Description of Functional and Conceptual Competencies

. Managed RFP responses for more than 5 winning pursuits in the areas of

infrastructure and Process consulting, resulting revenue of more than

USD 5M.(for the year 2011 & 2012)

. Developed multiple service offerings, sales collaterals and assessment

tool kits for quick time to market and meet demands of dynamic market

landscape in emerging technologies. Some of the well-recognized are

Infosys-Green IT maturity assessment framework, Datacenter

virtualization, Performance Management Framework for ITSM, Application

Environment Management.

. Published 6+ articles, thought leadership papers and Knowledge session

within Infosys internal and industry renowned forums(ITSMF, CIO-

Internet.com).

Sept 2007 to April 2008 Headstrong Consulting

India

Designation : Consultant-QMG

Key Responsibility Areas

. Internal and External - Information Security & Compliance Audits -

ISO-27001(I7799, BS7799), SOX

. IT Disaster- Recovery and Business Continuity Planning

. Pre-Sales- RFP

. Process Definition -CMMi

. Lean Six Sigma - Process Improvement Initiatives

. Team Management

Clients Managed:- Morgan Stanly- Prime brokerage, Agilent, RBS, UBS.

Description of Functional and Conceptual Competencies

. Leading/supporting external/internal ISMS Audits for key and strategic

clients. Ensuring best practices are incorporated across process and

technology side of the platforms.

. Assisting PM's in establishing Project plans, Standard and Procedures

for the project execution. Adapting a proactive approach in detecting

and sharing an opportunity for improvement from project audits and

reviews.

. Optimization of CMM/CMMI Processes by identifying a process

improvement opportunities during the implementation in the projects.

Publishing of Organization's Capability Baseline Reports.

. Experience in solution design, development and implementation of J2EE-

based applications with proficiency in Object-Oriented Analysis and

Design (OOAD) using UML and Design Patterns.

Aug 06 to Sept 07 Genpact

India

Designation : Analyst

Key Responsibility Areas

. Process Improvement initiatives - Lean Six sigma

. Process Reengineering initiatives

. Client Presentations

Clients worked for : Dell - Enterprise Support Services

Description of Functional and Conceptual Competencies

. Leading/supporting business process improvement initiatives and

enabling Genpact global delivery model.

. Reporting KPI's on a weekly and monthly basis through presentations in

WRM's and MRM's reports to respectively. Process Improvement

Initiatives taken for analyzing and checking gray areas.

Jan 2004 to July 2005 HCL

technologies India

Designation : Performance Improvement Coach

Key Responsibility Areas

. L2 -Network Support

. Technical Training

. Process Improvement -Six Sigma

. Training

Description of Functional and Conceptual Competencies-

. Provide Level-2 technical support to Corporate/Business customers and

maintain the network availability 99.99%.

. Providing technical tanning to new hires. Established a Center of

Excellence for Enhance learning and Practice for - Network Support.

. Developed a Feedback system known as 180degres Feedback System where

the individuals are assessed not only on their Performance but also

Growth orientation, Leadership Qualities, Behavior, and Team Building

Capabilities.

. Reporting KPI's on a weekly and monthly basis through presentations in

WRM's and MRM's reports to respectively. Process Improvement

Initiatives taken for analyzing and checking gray areas.

. Taking Huddles for the Team to discuss their daily/weekly performance.

Also having a monthly review with the team to identify the areas of

improvement. For Nesting new hires, having reviews weekly and at the

end of the month-training period.

. Responsible for designing & delivering workflow solutions to deliver

performance. Updating Team Members towards client's feedback &

specifications. Online Feedback, coaching on process and sharing of

best practices.

Hobbies

Golf, Photography - Nature and Artistic

References : Available on request

I hereby declare that all the above mentioned information is true and best

of my knowledge.

Date : Wednesday, January 23, 2013

Place:- San Franssico, CA USA

Puneet Sukhija [pic]

******.*******@*****.***

Conact No:- (USA)+1-510-***-**** (after 5 PM PST)

Video R sum Link: http://www.youtube.com/user/puneetsukhija

Urvashi Sukhija

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