Mangesh S Thorat Mobile: +91-911******* E-Mail: ac8wgq@r.postjobfree.com

IT Network Infrastructure / Migration Project / Service Operations Management

CAREER OVERVIEW

Over 19 years of experience, Technically Sophisticated Professional in Develop business Transformation Service Delivery, Project, Program, Portfolio Management, Risk, People and Stakeholder Management and Leadership capabilities

Leadership growth and responsibilities started working as Sr. Customer Support Manager, IT Manager, Sr. Project Manager, Project Service Delivery Manager and Director with reputed organizations.

Worked with Hewlett Packard Enterprise, Malaysia on cutting edge technologies in Application Migration Management for Technology Refresh, Transformation and Datacentre Exits. Executing and maintaining portfolio management processes developing the migration Scope, Schedule, Risk Planning, Planning Resource Allocation, Developing the Project Team, Measuring and controlling Project performance, Process Input and Output. Quality, Communications, Change & Incident Management.

Implement best practises of ITIL, Prince2, PMP, Agile for IT Project & Service Delivery Organizations; well versed with ITIL Service Transitions, Change Management, Incident Management, Configuration Management, Problem Management, Helpdesk management and Project Management.

Insightful knowledge of Microsoft Active Directory, IT Security, LAN topology, WAN, Remote Infrastructure Management, Routing, Instant Messaging, Communication Software and Hardware maintenance.

Good hands on experience on HP, IBM, Dell, Lenovo Servers, Storage, Workstation, Laptop, Desktop & Cisco Router, SAN, NAS, Backup Devices, Switch troubleshooting, Symantec End Point Protection etc.

Handling Management escalation, Resolve critical issues, and conflicts with onsite/offshore resources.

SPECIFIC STRENGTHS INCLUDE

Spearheading group level data centre build projects, and implementing customer co-location and managed services projects.

Incident Management ;Change Management ; Availability Management ; IT Service Continuity Management ; Problem Management ; Test Acceptance Management ; Release Management ; Demand Management ;Service Request Management ; Capacity Management .

Meeting deadlines without compromising quality and adhering to SLA. Responsible for process definition and implementation based on ITIL best practices.

hand-on knowledge of Designing, Provisioning and administration using best practices for enterprise customer across multiple networking areas (Switching and Routing, Firewalls, Wireless Technologies, Carriage

Planning, designing, installing & configuring LAN/WAN as per organisational requirements, governed by communication protocols.

Troubleshooting networking problems, ensuring minimum downtime & maximum availability of network. Managed storage & cloud domain.

Defining Service Level Agreement with Vendors.

Network Monitoring and evaluating vendor performance. Installing & configuring network printer and other software / hardware devices.

Assigning user nodes to various devices installed and networked, handle allocation and protection of user rights, as per company’s policies. Mentoring the IT Helpdesk team in the project.

Extending high-end technical support on various servers and ensuring high customer satisfaction levels through prompt redressal of their problems.

EMPLOYMENT SCAN

Project Manager July 2018 – Still working

AT & T – via HORTOR-CMT Technology . Bangalore, India

Key Achievements :

Project Planning and initiate Phase for IT Network & Office 365 Migration

Check the High and Low Level Design document

Gather Scope and Planning input from key stakeholders for the AT&T proposal

Manage customer/Sales expectations

Validate proposal classification (chargeable solution development, High-level solution, detailed solution)

Trigger Design office request through PMO

Determine chargeability

Determine effort & duration

Request site code registration for new Shell sites in GPS

Provide input to the Plan proposal

Request Plan proposal endorsement

Draft Plan proposal and submit to Sales

Provide Initial HSSE assessment (Low or Medium/High)

(re)validate Third Party quotes

Request quotes (and associated uplift) for NCR surveys, circuits and SUC

Raise orders for circuits and quotes

Project Track with fifteen management tool

Project Manager & Network Engineer Nov 2015 – Apr 2017

Hewlett Packard Enterprise - via AMK Technology Sdn Bhd. CyberJaya, Malaysia

Key Achievements :

Manage and Develop NOKIA T&T (Transition & Transformation) Program Strategy for Enterprise Computing Tower. As a Wave Manager handled Architect Solution Design Level Deliver of EC Migrations, Accomplish CIO and Project Director Reporting to thorough EMEA region Project.

Lead Planning, Executing and maintaining Inventory assessment of the Current Mode of operation CMO. Project/Program management processes developing as per target delivery Models, as well as taken care of the Project Scope, Creating the Project Schedule, Risk Planning, Planning Project Resource, Developing the Project Team, Measuring and controlling Project performance, Process Input and Output, Quality management, Communications management, Change management & Incident Management including cloud Automation,Domain Virtualization Clustering of DR.

Lead the architecture of high and low level of development for NOKIA Data Centre Migration includes creating design, estimate sizing, and build specification, migration method online. Offline and work for Cloud Services –Microsoft office 365, Iaas, Pass,Saas.

Preparing migration Run book Document contains In-depth Technical detail about source and destination Datacentres, Server and application configuration like Microsoft office 365.

Migration approach subject to Physical, Virtual, Load Balancer, SAN & NAS storage migration.

Kick Off migration project plan to all stakeholders.

Lead the Migration team include SME,Setting up conference call to verify migration method, approach, configuration details, Pre Post Checklist migration tasks & migration Rollback task from [ATOS Application Delivery Managers, ATOS GSA (infrastructure team), and NOKIA project owners.

Managing the execution of migration in common migration conference meeting call with engagement of all relevant stakeholder technical teams and Nokia Application product owners.

Providing project migration status update to communication team.

Accountable to resolve the troubleshooting Incident which road block of migration with stakeholder, technical teams & Vendor

Status Report generation for migration, operational performance

Involved in handling technical escalations in Network delivery, Monitoring team leads,SLA Management

Managed the Cloud Domain and Storage NAS, SAN migration

Supervised the successful global; WAN ADSL rollout using Cisco ADSL routers

Managed and Maintain Cisco & Fortigate Firewall from Global NOC

Project Service Delivery Manager Jan 2014 – May 2015

Vasant Traders Mumbai, India

Key Achievements :

Responsible to liaison with customer and other key stakeholders to assess the business needs of the customer and identify key challenges, constraints, and risks and thereby define the project scope after extensive due diligence.

Effectively translated the business needs and constraints into the project charter and obtained the sign off.

Migration of Windows NT 4 to Window NT 8.0 Active Directory

Generate architect IT Network Plan to deliver the Project as per RFP

Responsible for resource mobilizing and training as per project requirement

Responsible to manage entire Government of Maharashtra Election IT projects end user operations and Billing.

Responsible for getting sign-offs and communicating the approved SLA requirements to the lead technical architect and the implementation team

Monitor and record the performance of team members during the transition phase and provide feedback on the same to improve performance.

Responsible to track the RFP scope and schedule of the project as per Project Plan and ensure minimal changes to project, worked with Third Party RFP to give Comprehensive Solution.

Manage the Opportunity Tracker and Timesheets for MIS Tracking and Reporting

Lead and Managing Technical Team of 30 engineers.

Provide leadership and guidance in managing and monitoring including – Deployment, patching, upgrade, security, availability, configuration and capacity management.

Defining the SOP’s and processes and monitoring the SLA’s.

Lead Team & Management, Reviewing Performance of Team Members & Taking necessary action for streamlining & smooth functioning.

Managing team and third party vendors on delivery and after sales services incident

Providing pre-sales support to business requirements.

Director Sept 2009 to Dec 2013

CMT Technology & Infrastructure Pvt. Ltd. Mumbai, India

Key Achievements :

Leading multiple IT Infrastructure projects offering sustaining support and operations support to key clients in the Product Engineering Solutions and Manufacturing verticals.

Prepare dashboards to communicate the progress regarding scope, schedules, and cost to all stakeholders.

Resolve conflicts, track risks and issues

Responsible to capture the lesson learnt and thereby implement best practices & process improvement initiatives to enhance quality of project deliverables.

Prepare other subsidiary plans like quality plan, communication plan, risk management plan, change control plan, disaster recovery plan

Responsible to move project into steady state operations after successful KT, parallel run and warranty phase.

Recruiting, hiring, developing, and managing regional support resources to deliver program strategies

Establishing effective relationships and engaging with key stakeholders to ensure aligned, consistent communication

Risk management in the execution of all testing, training and change management activities

Coordinate initial review of business systems, administration, resources, procedures, and methods to improve operational and cost effectiveness, utility, and efficiency before transitioning to the Program Manager

To have ownership of the transition solution working extensively with operations and cross functional teams

To manage transition planning and changes in a controlled manner from design to operations

Defining Operational Acceptance Criteria for new or changed services, and managing delivery against the OAC

Managing delivery expectations and timely response in all engagements

Managing and contribute to the delivery of small to medium projects to improve Service Management's service offerings

Acting as the go-to person for Service Transition expertise in the region

Operating model design & redesign to ensure that services are effectively supported

Managing third party delivery in support of Service Readiness activities and OAC compliance

Ensuring that staff development is a priority within all transitional activities

Logging, tracking, and following open issues to resolution including confirming task owner and establishing target dates

Recognising, registering and resolving client complaints – implementing solutions and prevention mechanisms and escalating issues where necessary

Maintaining the healthy management of your program/project by mitigating risks and defining resolution plan for addressing issues

Build and develop the Transition methodology and toolkit,

Actively manage project risks and issues and recommend solutions to effectively overcome these

Managing day to day IT operations for global client in Technical Call Center industry - managing customer escalations – technical and cultural, setting up incident and change management process and SLA monitoring.

Migration of Windows NT 6 to Window NT 8.0 Active Directory

Remote 8x5 support for Level 1, 2 and 3 support for Microsoft Windows, Antivirus (McAfee), Network, Infrastructure Support.

Working with engagement mangers and presales team to expand existing business and generate growth opportunities. Involved in new business support – requirement gathering, resource estimation, defining service levels, preparing SOW, preparing transition planning

Implementation of best practices, Implementation of processes as per ITIL framework, ensuring closure off Audit actionable as per standards.

Managing a team of 40+ resources, involved end user support, Ensuring minimal attrition & strict adherence to company polices.

Project planning for the different phases of taking over support – Transition, Responsibility transition and finally Steady State operations.

Handling customer escalations, preparing service improvement plan, participating in monthly status review with customer

Installed and Maintenance of Local Storage Dat drives, DLT Auto Loader with Seagate Backup software,Cloud network and Domain, supporting core Infrastructure Networking services (DNS, DDNS, VPN, Firewalls, Network Load Balancer, MPLS, QoS)

Responding to RFI / RFP's, prepare solution documentation and presentations

IT Manager Feb 2007 – Sept 2009

Intelenet Global Services Pvt Ltd. Mumbai, India

Key Achievements :

Generating and publishing IT service call reports, IT security reports, anti virus reports. Maintaining SLA. Taking immediate action to achieve SLA.

Attending monthly review meeting for project performance.

Coordination with Regional team and resident engineers to address the escalations.

To have ownership of the transition solution working extensively with operations and cross functional teams

To manage transition planning and changes in a controlled manner from design to operations

Ensuring all the calls for region are getting logged in the Service Desk Tool.

Monitoring and Tracking of all support calls logged for region.

Updating and educating engineers in region on our scope of work and Call Logging process.

Coordination with vendors for delivery and installation, Calls logged for IT Assets.

Asset Management- Keep track, follow up assets installed in customer location.

Deployment of new IT Equipments in region in coordination with respective vendor.

Arranging engineer visit for remote customer branches to get branch visit activity.

Installed and Maintained Local Storage Dat drives, DLT Auto Loader with Seagate Backup software

Migration of Windows NT 4 to Window NT 6.0 Active Directory

Installed and Maintained the Cloud network and Windows AD Cloud Domain

Designed and implemented Critical Incident Management Process and Change Management Process for the enterprise.

Raising new procurement request for customer for their customized IT request materials and taking follow up for Purchase order and delivery of materials. Addressing long pending calls with their RCA. Manage Centeralise NOC to Monitor Network activity include core Infrastructure Networking services (DNS, DDNS, VPN, Firewalls, Network Load Balancer, MPLS, QoS)

ITIL process implementation and monitoring, maintain.

Sr. Manager Customer Support Jan 2002 – Feb 2007

Precision Infomatic (m) Pvt Ltd. Mumbai, India

Key Achievements :

Customer Delight and Complete Customer Satisfaction

Customer Escalations & Ensuring Highest level of Customer Satisfaction

Overall operational responsibility for quality and cost-effective service delivery

Key client relationship management, Event based project planning and management.

Managing third-party vendors on delivery and after sales service issues.

Monitor implementation to ensure compliance to budget, quality standards and customer requirements.

Ensure that software/hardware/network solution meets the customer's need.

Technology selection, deciding and implementing IT policies for Customer

Network planning; implementation and maintenance

Migration of Windows NT 4 to Window NT 5.0 Active Directory

Recruitment of Technical Staff members, Technical Auditing, Conduction of Technical Workshops.

Technical Advice to the corporate clients, up gradation to the new technology.

Vendor, logistics and asset management, Team management, Reviewing Performance of Team Members & taking necessary action for streamlining & smooth functioning.

Customer Support Service Center Management For HP, COMPAQ, HCL

Ensured CSAT scores of >95% and Employee SAT of 90%.

Awarded as a Best Team Award across all disciplines for consecutive two years

Installed and Maintained Storage Backup devices DLT Auto Loader NAS SAN

Maintained and Installed Microsoft Domain Network

Team management. Indirect & Direct Reporting Team Size: 48

Reporting: National Support Head India

Sr. Manager - Customer Support May 1998 – Dec 2001

Multiple Zone India Private Ltd. Mumbai, India

Key Achievements :

Customer Delight and Complete Customer Satisfaction

Customer Escalations & Ensuring Highest level of Customer Satisfaction

Overall operational responsibility for quality and cost-effective service delivery

Key client relationship management.

Event based project planning and management.

Managing third-party vendors on delivery and after sales service issues.

Monitor implementation to ensure compliance to budget, quality standards and customer requirements.

Independently responsible for project based procurement, testing & quality control operations.

Ensure that software/hardware/network solution meets the customer's need.

Ensure customer’s final project/program approval and completion reports.

Network Infrastructure management.

Technology selection, deciding and implementing IT policies for Customer

Network planning; implementation and maintenance

Maintained and Installed Backup Software Arc Serve Seagate with Storage DAT and DLT

Maintained and Repair Windows Active Directory Domain Network

Recruitment of Technical Staff members, Technical Auditing, Conduction of Technical Workshops.

Technical Advice to the corporate clients, up gradation to the new technology.

Vendor, logistics and asset management, Team management, Reviewing Performance of Team Members & taking necessary action for streamlining & smooth functioning.

Customer Support Service Center Management For HP, COMPAQ, HCL,IBM

Team management. Indirect & Direct Reporting Team Size: 12

Reporting: Branch Head Mumbai

Sr. Customer Support Engineer Oct 1997 – May 1998

Graham Information System Pvt Ltd. Mumbai, India

Key Achievements :

Studying customer requirements and network, suggesting changes and upgrades; designing and implementing various networks as per customer requirements.

Managing the hardware, networking Products.

Installation, commissioning and maintenance of systems running under Microsoft, SCO UNIX and Novell Operating Systems

Installation and maintenance of Server, Storage,desktop systems along with different peripherals

Site inspection and listing requirements accordingly.

Technical Support to the clients; team work and project Implementation

Ensuring smooth after sales support to achieve customer satisfaction.

Backup NCOPY XCOPY ZIP Drive 100 MB

Customer Support Engineer Sep 1996 – Sep 1997

Service4u Pvt. Ltd. Mumbai, India

Key Achievements :

Technical Support to the clients; team work and project Implementation

Ensuring smooth after sales support to achieve customer satisfaction.

Studying customer requirements and network, suggesting changes and upgrades; designing and implementing various networks as per customer requirements.

Installation and maintenance of networks under Novell, Microsoft, SCO UNIX

Installation and maintenance of desktop systems along with different peripherals

Perform diversified installations on customer equipment working primarily on site

PROFESSIONAL CERTIFICATIONS

Aws solution architect associate

PRINCE2 Foundation and Practitioner Certified.

PMP 60hrs 36 PDUs Certified training Completed.

ITIL V3 Certified.

Six Sigma Green Belt Certified.

Cisco Certified Network Associates - CCNA

Cisco certified network professional - CCNP

Microsoft Certified Professional – MCP

Trained HP Compaq Proliant Server Certified Engineer

Trained HP Net Server Core & Storage

Trained IBM Server & Storage

Unix Administration

ACADEMIA

# MCA (Master of Computer Application) from SunRise University –Alwar Rajasthan India.

# PGDCA (Post Graduate Diploma in Computer Application)- from SunRise University –Alwar Rajasthan India

# Bachelor Social Sciences Arts from Tilak Maharashtra University, Pune India.

# Electronics Diploma Radio, Television from Mumbai Technical Institute

# Computer Hardware and Networking from A+ Institute Mumbai India

PERSONAL DOSSIER

Date of Birth : June 25, 1974.

India Address : 302 Balaji Sadan, Plot No. 47, Sector 6, Phase II, Nerul Navi Mumbai 400706.

Marital Status : Married.

Linguistic Proficiency : English, Marathi and Hindi.

Indian Passport : N8632149 valid till Nov 2026.

References : Available on Request.

Profession Profile : www.linkedin.com/in/mangeshsthorat

Key Management Skill

Team & People

Architect Infrastructure Transition & Transformation

Data center & AWS Cloud IT Service Delivery

IT Network & Office 365 Migration

ITIL, PMP & Prince

Project Process Improvement

Project & Program Management

SLA,OLA, Vendor,Asset

Security Audit Compliance

KPI Analysis

Windows Systems Administration

Email Messaging

Technical-Pre-Sales Support

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