Davanagere-577004, Karnataka, India
Service Delivery Manager/Country Head/IT – Consultant Program Manager Support Manager Project Manager
Meticulous and dynamic management professional with over 13 years’ experience in the IT industry. Qualified Bachelor of Computer Applications with hands-on experience in supporting and maintaining live applications. Proficient in performing and supporting ITIL service management functions such as incident, release and change. Service performance expert with an ability to provide accurate information to service stakeholders. Highly skilled in implementing IT security policy, ensuring security and service continuity. Exceptionally talented PRINCE2 certified individual, adept in managing supplier relations and contracts for support systems and services including coordination of multiple service agreements. Enthusiastic Transition Manager, skilled in ensuring outsourcing of Level 2 Application management support to selected IT vendors. Successful in developing and maintaining metrics to measure a department’s Key Performance Indicators (KPI’s). Enjoys providing staff support for all administrative tasks and projects relative to the platform, network and infrastructure functions. Experienced in effectively managing relations with associated business functions and senior organisational leaders.
End user computing Budgeting and Cost Control Product/Service Costing IT Security Vendor and Contractor Management Software User Acceptance Testing Service Delivery Supporting Live Applications Stakeholder Management Business Continuity Planning Incident /Change Management Root Cause Analysis Performance Management
Technical Assistance – At Tata Consultancy Services, efficiently providing technical assistance by proactively identifying and resolving hardware and software issues. Overseeing all IT issues of 550+ users in MY HQ Office and remote offices as local IT SPOC. Troubleshooting and resolving user hardware and network related issues locally to ensure appropriate BAU. Installing, troubleshooting and configuring client applications including VPN applications such as Check Point, Cisco VPN and Juniper Network Connect.
Desktop/Systems Administration – Instrumental in providing superior technical, organisational and problem solving abilities utilising sophisticated test programs while setting priorities and managing multiple tasks. In-depth knowledge of network administration and support of Windows 2000/XP/Vista/Win 7/Win 8/Win 10 Operating Systems along with proven expertise in supporting and troubleshooting hardware, software and networking.
Analytical and Needs Assessment – Exceptional analytical skills. Effective communicator and a dedicated team player acknowledged by seniors for successfully completing projects while strictly adhering to timeframes and organisational policies. Adept in promptly resolving issues, thus achieving customer satisfaction and deriving maximum productivity from staff.
Infrastructure Project Management – Competent in spearheading infrastructure projects from scratch involving updating and replacing existing legacy systems while optimising communication with vendors, clients and top management.
Assistant Consultant Tata Consultancy Service
Client: Nielsen Malaysia Country Lead
JAN 2014 – Present
Maintaining and supporting all technical Infrastructure of Malaysia HQ Office and remote offices and act as IT Single point of Contact to Enterprise Accounts.
Provide 3rd Level Support to all departments Schedule time estimates for projects / task deliverables, progress & time estimates for completion.
Project managing resources and ensuring Business as usual after project Implementation.
Completed five Remote / Bases office move projects successfully.
Scheduling and re-scheduling of multiple tasks, to cope with unplanned activities or interruptions to the current tasks
Assist in the assessment of new platforms and procedures as well as decide on suitable strategies and objectives.
Serving as a bridge between offshore teams and ensuring user issues are timely resolved.
Budget planning and allocation for procurement of all Infrastructure Assets and Software’s.
Handling asset allocation and retrieving when employee leaving the company.
Supervising replacement process of old desktops and laptops with the new ones.
Coordinating with offshore backup team; also replacing the full tapes from local backup library.
Overseeing migration of Win 2003 OS Servers to Win 2012 R2.
Performing yearly Infrastructure asset Disposal / Decommissioning of Dell and HP Servers, desktops and laptops.
Handling decreased inventory, application licensing and pricing expense by establishing standardisation for applications, desktops and servers.
Managing the Annual Maintenance Contract renewal for HP and Dell Servers.
Building strong and cordial working relations with IT staff, customers, vendors and third party contractors.
Planning and installing various computer applications and software modules along with overseeing initial user training and support.
Workspace Technology Collaboration - Tower Lead
JAN 2012 – DEC 2013
Manage staff of professional level team members of more than 25 people in APMEA, China and India region.
Set Performance expectations to team and motivate them to achieve it.
Responsible for maintaining healthy stakeholder relationships across Level 1, 2, and 3 Support Teams and Delivery Teams.
Provide strategic guidance to teams and project managers and oversee the progress of operations.
Lead and evaluate deadlines with Technical architects, Team leads and other staff.
Nominated regional IT SPOC’s for Apple Mac OS training and Implemented Apple Mac OS support model in the organisation successfully.
Create projects scope and deployment plans and Resolve projects higher scope issues.
Prepare Service Delivery reporting slides and update Tower Leads and Clients in Project review meetings on numerous issues resolved and severities reported in APMEA, Grater China and India regions.
Host weekly/biweekly project and Infra operations review meetings with service delivery teams and Clients.
Effectively conducted monthly one-on-one meetings with all the on-site Resident IT team members.
Mentored team members while monitoring their performance.
Analyse customer dissatisfaction/escalation issues with the country Resident mangers and L2 and L3 engineers.
Effectively set goals and review performance of team members.
Ensured corrective proactive actions are taken post understanding trends/gaps.
Performed periodic communication, follow up and close loop of escalated cases with all stake holders.
Nominate team members for training to improve tech/product/language domain skills.
Identify training needs for new recruits and trained them effectively.
Interacted with L3 Unified communications team and deployed Microsoft Lync for APMEA, Grater China and Indian users as standard communication tool.
Administered and completed the latest check point VPN migration with the local IT and SCCM teams in the supported countries.
Successfully rolled out BitLocker encryption for Dell Laptops and Desktops in APMEA and the Indian regions.
Coordinated with Symantec antivirus team and successfully setup Group Update Provider in APMEA, India and China region.
Identified gaps in process/knowledge/communication/SLA and performed subsequent corrective action
IT Project Coordinator
JAN 2010 – DEC 2011
Provide L3 support for all the Windows related and Third party applications in Virtual Machines / VDI Desktops.
Troubleshooting Operating System performance, application related and user profile issues in Virtual Machines / VDI Desktops through VM Ware Console.
Handle application support issues in VDI machine; also interacting with App Dev teams till issue reported is resolved before project implementation.
Conduct due diligence for Europe and North American location by Interacting with SMEs for application deployment.
Involve in the transition team and interact with the Network and Windows team to troubleshoot network and server related issues.
Install and teste applications in VDI machine during the due diligence phase and Finalize VM image clone.
Coordinated with IT teams such as L2-Desktop, VM Ware and L2- Network and resolved the issue within SLA.
Ensuring out of scope issues are routed to the correct resolver groups.
Update the client in daily meetings on all issues reported.
Interact with solutions architects and project managers, thereby providing deployment solutions such as Citrix and VM Ware for different teams in the project.
L2-Remote Desktop Engineer
NOV 2008 – DEC 2009
Technical Assistance and Coordination Engineer Wipro Info Tech
Client: Honeywell Technology Solutions Lab
May 2007 – Nov 2008
Validate, Test and deploy Microsoft security updates for all the operating systems through SUS Server.
Create Ghost OEM OS images using Sys Prep tool for the DELL Workstations and Power Edge Servers.
Handle end of life of Dell products and Test and validate Dell Workstations / Server models including system components such as display card and upgrade firmware’s.
Provide Level 3 support for the on-site L2 desktop teams; also coordinate with them to resolve the client issues.
Provide maintenance and administration of all operations and activities of Dell desktops and servers.
Install and configured Active Directory (AD) and various applications used for software testing and development etc.
Optimise the functionality of OS such as Win 2003 and XP for better performance and validate RAM utilization for up gradation, thereby increasing user productivity.
Secure the system with McAfee Anti-virus, Anti Spy ware and Ad Aware and update the virus definitions.
Manage 3000+ Workstations and Severs through remote administration tools like R Admin, Dame Ware and Net meeting.
Install, configure and troubleshot Honeywell Global Remote, extranet connectivity and check point. VPN tools.
Rectify the hardware related problems manually or troubleshoot using Dell diagnostics software’s in Dell Desktops and Servers.
Senior System Administrator Chouhan Electronic Ltd.
Dec 2005 – Feb 2007
System Administrator Arena Multimedia
Jan 2003 – Nov 2005
Diploma in Computer Science & Engineering Bapuji Polytechnic
Bachelor of Computer Applications (Lateral) Alagappa University
MCITP, MCTS and MCP
IIHT Certified A+, N+ Engineer
Date of Birth: 16th Jul, 1981
Marital Status: Married
Passport Number: L3571301