Ramkumar Dhayalan

**** ********* ******, ***. **, Cincinnati, OH 45220 210-***-**** ac88b1@r.postjobfree.com

EDUCATION

University of Cincinnati, Carl H. Lindner College of Business Cincinnati, OH

Master of Science in Information Systems Availability: May 2019

Expected: December 2019

University of Madras Chennai, India

Bachelor of Engineering in Mechanical Engineering April 2002

TECHNICAL SKILLS

Technologies: IBM cloud, AWS and Open Stack technologies. Servers, Storage and Database administration.

Additional Skills: Client relationship, Systems design, Service delivery, Transition and IT Project management

Expertise: In managing IT infrastructure, providing solution and engaging in pre-sales activities for Retail, and Travel and Transport industry clients

PROFESSIONAL EXPERIENCE

IBM India Chennai, India IT Infrastructure Architect September 2015 – December 2017

Designed and developed technical solution for new and existing clients using traditional and Cloud environment ranging from Hybrid cloud solution to big data solution for IBM Managed services

Provided cost optimized design and solution in accordance with client requirements. Used various cost model techniques, which helped to convert proposals into major contract signings of up to $100M

Evaluated current and emerging technologies in scope of addressing client IT needs and considering other factors such as cost, portability, compatibility, and usability

Negotiated with multiple technology and cloud vendors to get a competitive price for the products, licenses, and support services

Global Service Delivery Manager August 2011 – August 2015

Deployed robust governance system with clients and IBM partners helped the account to manage overall service levels, thus helped IBM to earn back approx. 5% yearly on the total contract value of $700M

Extensively worked with clients and seamlessly managed day to day IT operations helped the account to achieve a perfect 5/5 score on the Client Satisfaction Survey for the year 2013

Led several account level initiatives such as Continuous Improvement plans and Award system for the employees to boost the morale, which improved productivity from 78% to 84%

First Line Manager - IT Operations January 2010 – August 2011

Team Lead - IT Operations January 2008 – December 2009

Sr. Technical Support Analyst April 2006 – December 2007

Led service desk operations and pooled multiple accounts of similar characteristics lead to reduce overall resource (FTE’s) count, resulted savings of about $250K per year

Improved client satisfaction (CSAT) scores from 85% to 94%, not only gained additional business from the client but also made the account as reference able for the prospective clients

HCL Technologies BPO services Ltd Chennai, India

Senior Technical Support Engineer August 2004 – April 2006

Provided level one technical support to North America ISP clients and end users

Consistently achieved first call resolution target and client satisfaction (CSAT) scores

AWARDS AND LEADERSHIP

Certified TOGAF 9.1 (The Open Group Architecture Framework) May 2017

Project Management - PMP Training March - April 2015

Certified ITIL Intermediate - Service Operations April 2014

Leadership and Delivery Excellence awards from IBM 2012 and 2013

Certified ITIL V3 Foundation November 2009

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