Service Manager, Infrastructure manager, Project manager

Davinder Singh

Gaithersburg, MD ************@*****.*** 301-***-****

http://www.linkedin.com/in/davinsingh

Service Delivery/Engagement Manager

Experienced in Service Design, Delivery and Operation

15+ years’ experience as an IT professional managing people, process, technology to deliver services. Successfully led multiple engagements to deliver measurable business value by designing new or modifying existing services and technology. Developed service strategy aligning and integrating resources and processes using service management and assurance best practices. Designer of solutions across sectors using various technologies in private and shared environments. Adept in completing work for networks, applications and cloud migration. Skilled project manager of onshore and offshore projects and initiatives; delivers services and products that aim to meet targets. Credentials include ITIL approach and multiple projects of deploying service management including business continuity. Background on managing project operations and delivery for corporates and financial institutions.

“Hands-on” approach with successful delegation of work to team members. Swiftly comprehends the “big picture” and executes the boldest of organizational visions. Versatile contributor with experience in core technologies, top-flight consensus-building and problem-solving skills to resolve difficult situations.

CORE COMPETENCIES

Infrastructure Architectures & Management

Service Management-ITSM

Cloud management

Program/Project Management

Service Delivery and managed services

RFP responses / SOW Scope of work

Service design, transformation, operation

Risk and Performance Management

Technology/Network assessment

IT/Service Strategy

EXPERIENCES AND ACHIEVEMENTS

DEPARMENT OF LABOR (CONTRACT) July 2017-

Sr Manager Project- Service management delivery

Selected to lead delivery of Infrastructure management project that covers Department of Labor CIO devices, applications and services. Completed the first phase delivery within two months that was delayed so opening chances to bring brought on track. Project required to track all IT assets in 9 divisions and bring them under OCIO. KPI were to be defined followed by defining alerts in monitoring system in consultation with Windows, Linux, network, VOIP teams.

ACCENTURE, Washington, DC (Leading Global Consultancy Company) 2011 – March 17

Manager - Infrastructure

Completed numerous projects that required different skill set and technologies for infrastructure. Work that included developing/responding to RFP, assessment, strategy planning, migration, cost analysis, operations, Process improvements, scope of work and deployment. There were projects for services assessment and management/delivery Some of the projects that highlight the variety were:

Operation performance and process assessments for Leading North America Transport Company

Lead an initiative to assess risks with existing process and services for Infrastructure with onshore and offshore teams. The process compliance was mapped to ITIL standards.

Developed an approach to cover security, project management and future plans.

Existing setup analysis and the risk mitigation results were developed.

Recommendations were made to integrate security and multiple network monitoring systems like CA Spectrum, Solarwinds and custom built monitoring systems

It was first service related work with client and was delivered on time with quality that lead to future projects.

IT service design and delivery for Shared infrastructure for African Country Financial Services

Selected to be Technical and service delivery lead from out of region of host country to assess and design a shared infrastructure and services for all banks and financial services for host country.

Saved 15% on $1.6 M IT infrastructure transformation

Created the project plan and approach for solution.

Developed requirements after studying the existing infrastructure that uses microwave, mobile systems. Conducted workshops and meetings with more than 30 financial institutions to create requirements statements for approval from CIO/CTO of all banks.

Crafted a service delivery process for migration to shared network

ITIL based Service management process were incorporated to streamline operations.

Business case was developed that was accepted all banks and federal government officials

Approval given by federal government for deployment phase based on quality and in-depth work done in first phase.

Nominated by CMD for two additional works

-To develop a five-year IT strategy and business case for a bank’s IT transformation

-To work on QA services to develop outsourced service management for a bank.

Trained office teams to develop skill sets like Service Management, assessment, network migrations etc.

IT services merger for Satellite Imagery Company

Lead to develop a service delivery plan for single domain post-merger of two companies based on applications and network services.

Created a plan after analysis of applications and consolidation of data center for future capabilities. It covered the applications and licenses that can be merged or retired with timeline. It increased the savings by 10%.

Recommended solutions for DHCP, DNS and IP address management system.

The client provided additional work on service management to comply with ITIL standards for fault, performance and configuration with integration to ticketing system. The service was delivered to the client.

VARIOUS CONSULTANCY PROJECTS, Gaithersburg, MD 2009-2011

Project Manager for Infrastructure and Service Management

Worked consulting on short term project for companies:

Delivered service management tools for city transport authority that was on hold due to vendor, technology deployment timeline and operations team issues. Implemented change management, real time performance portal and weekly/daily reports that kept all parties in sync for deployment. The tools used were suite from CA- CA Spectrum, CA eHealth etc. that covered range of management tools for configuration, Incident and problem management.

COMCAST, Baltimore, MD (Carrier and multimedia service company) 2007-2009

Network Engineering Manager

Managed the network engineering services for TV, VOIP, Internet access and Enterprise network services. Executed infrastructure, budget ($4. 3M), financial duties and resources allocation for 24/7 operations

Developed asset management to leverage resources across region reducing cost by approx. 25%.

Developed Run books to comply with ITIL standards

Managed teams for TV, VOIP, Internet access and enterprise network.

Worked on root cause analysis and upgrades with support desk.

Staff management duties included annual performance reviews and personnel growth plans

Analyzed usage and developed capacity plan based on forecast and planned improvement in subscriber's services.

Redefined SLAs to improve services

Developed business continuity in case of cable cut.

SPACENET (SAGENET), McLean, VA (Network Service Provider Company) 2000-2007

Senior Network Engineer

Worked on pre-sales requirements, pilot testing, and network design. Served as the lead technical resource for network requirements analysis, migration, network performance and execution of new/modified network services.

Managed SLAs for shared managed services within a hybrid network using landline and satellite system.

Implemented projects for deploying services for Dollar General, Yum brands and 15 other enterprise.

Worked with a team that designed and supported ISP setup; formulated an environment for managed network and hosting services.

Three-year consecutive achievement award winner that include award for service continuity during hurricane season.

EDUCATION AND CREDENTIALS

Bachelor of Science, Electronics and Communications, SV National Institute of Technology

Training Completion, Cloud PaaS Academy, Accenture

Training Completion, ServiceNow Foundations, ServiceNow

Training Completion, Value-Driven Program and Service Management, Accenture

Training Completion, VMware NSX Foundation, VMware

Training Completion, COBIT 5

Training Completion, Scrum Master

Certification, Certified Business Analysis Professional (IIBA), CBAP

Certification, CWNA Wireless Network Administrator, CWNA

Certification, Communication Industry Generalist, ACN

Certification, ITIL v3 Foundation

Certification, Retail Industry Generalist, ACN

Certification, AWS certified solution architect (Trained)

Memberships, AITP and CIBC

TOOLS AND TECHNOLOGIES

• Project Management Tools: SharePoint, Microsoft Project, Visio, PowerPoint, Excel- Waterfall,Agile/scrum

• Infrastructure Monitoring tools: Solarwinds, Zenoss, HP NMMi, CA Suite(Spectrum), Wireshark, PRTG, Nagios, Splunk, WhatsUp Gold, ServiceNow, Science logic

• Operating Systems – Windows (XP, Vista, 7, 8, 10), Solaris, Unix

Virtualization environment – VMWare, Citrix

Network devices – Cisco, Juniper, F5, Brocade

Cloud – Amazon, Microsoft Azure, Office 365

Security – IDS/IPS, Firewall, Load balancer

Productivity Tools – MS Office, WebEx, WebEx Connect, Adobe Connect, Skype

Storage - EMC, HP, Dell, Netapp

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