Project Manager Management

KARTHIK BANGALORE JAGADISH

Address: *** ********* ****, *** *****, CA 94583

Phone: 408-***-**** ~ E-Mail: acb81f@r.postjobfree.com

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Objective: I'm a Canadian citizen residing in USA and in pursuit of

Management & Consulting opportunities in the field of: ~ ITIL Service

Management ~ IT Service Delivery & Operations ~ IT Governance & Control ~

PROFESSIONAL SUMMARY

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< 16 Years of global experience in IT Infrastructure service delivery &

program management, IT governance & ITIL service management, business

process & customer relationship management, leadership & team building at

various organizational levels across USA, Canada and India.

< Design and deployment of cost effective solutions & continual improvement

programs using ITIL, ISO 20000, COBIT, & Six sigma methodologies in the

areas of people, process & technology to help organizations increase top

line revenues & reduce bottom line costs.

< Strategic & operational planning for IT infrastructure & systems in

alignment with business objectives, release management & operational

support (SDLC) for ecommerce & financial systems and other business

processes, service delivery & optimization across datacenters & cloud

services to maximize business value.

< Experience in global service desk & workstation management for large

enterprises, conduct ITIL, ITSM process integrations & roll out of best

practice with key focus on IT transformation, service orientation & value

creation, performance & risk management involving best stewardship of IT

resources & processes.

< Set up and manage geographically spread virtual teams in both managed &

shared services sourcing environments; exposure to multiple verticals

such as IT/ITes, Telecom, Healthcare, Education, Banking & Finance,

Gaming & Entertainment, etc.

< Strong ability to motivate and influence senior management, commitment to

operational excellence and an ardent bias for action. Possess excellent

interpersonal, communication, analytical and problem solving skills.

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CAREER MILESTONES

< Consistently demonstrated over 99.9% availability across multiple

technologies & infrastructure services in the three Datacenters, through

development of effective Change and Problem management best practices at

Education First.

< Rolled out an ITIL based IT Operating Model & Service Management system

to help Central Data Systems achieve the prestigious Silver partnership

with Cisco systems; achieving CSAT rates of 94%-outstripping previous

benchmark of 86%

< Involved in the design & implementation of a global Service Delivery

Model comprising of 1000 people strong IT Managed Services Organization

with 13 different practices covering end-end ITSM needs for business

processes at Pfizer.

< Spearheaded the design & implementation of centralized-global service

desk operations with toolset integration to successfully manage

incidents, service & change requests, configuration management (CMDB) &

service level reporting for 1200+ applications & 42+ platforms across

NA/EU/Asiapac regions at Pfizer Inc.

< Conceptualized & implemented separate technology practices across company

verticals to elevate staff productivity rates by more than 20% and

increased service attached revenue (YoY) by 7% thru' development of

service catalogue and chartering new services at Central Data Systems

(CDSPL).

< Successfully designed and delivered LAMP technologies & infrastructure

solutions ground up on private & public cloud using Amazon Web Services

to support the launch of a new product & other social platform services

at Electronic Arts Inc.

< Established & incorporated We Star Consulting Company under the laws of

Province of BC, Canada in 2007 to undertake IT assignments and consulting

services in the areas of Service Mgmt, Project Mgmt, and Infrastructure

Mgmt etc.

CAREER PROGRESSION

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Nov' 12 - Sep 13 Service Delivery Director - DataCenter Operations

@ Education First India

< Led the Global Datacenter Operations & Workstation management teams;

responsible for the service & project delivery & management of 250+

applications, infrastructure services & core technologies such as Wintel,

Active Directory, 1400+ virtual servers / 60+ ESX servers, Network, VPN,

Exchange/BES, Lync, Web, SCCM, Databases, Information security, Open

Source solutions & Vendor management etc. across 3 Datacenters, Public

cloud and offices worldwide.

< Advice CIO organizations on strategic IT initiatives & risk mgmt;

development of quarterly health assessments & demand management /capacity

reviews with business units to identify, influence, plan and assist in

achieving their objectives.

< Played the key role of Change Manager, design and development of change

management models & supporting processes to achieve cost justifiable

service quality & improved service provisioning within 6 months (98+ %

change success rate)

< Established KPI's, measurement and reporting in the areas of

Availability, Capacity, Change mgmt along with creation of service and

technology metrics to continually assess the overall operational maturity

of the IT organization.

< Documented success thru' multiple initiatives across the corporate

landscape to bring over 97% of the 24,000+ devices in the Datacenters &

450+ offices worldwide within the scope of asset & configuration

management (SCCM).

< Successful implementation of SIP's for vulnerability & identity

management, development & rollout of a Global software catalogue &

supporting processes for application provisioning & release /lifecycle

management across workstations.

< Drove various initiatives such as audit tool implementation, Disaster

Recovery Planning for the critical services in the DC's, event mgmt &

monitoring consolidation, AD optimization, ESX upgrades & other

technology migrations etc.

< Act as a coach to develop team members by articulating key expectations,

identifying strengths, staff empowerment strategies, financial and

resource management to maximize performance in the areas of people,

process and technology.

Nov' 09 - Sep' 12 Sr. Manager - Transformation @ Central Data

Systems Victoria, Canada & India

Phase2: Feb'11 - Sep' 12: Incorporate the full cycle of SDLC integrated

with various ITIL V3 processes and establish the Service management

system in alignment with Cisco's PPDIOO methodology to meet business

outcomes.

< Assisted in the development of RIM capabilities in a managed services

environment through process & technology integration and enhanced

monitoring to reduce turnaround times by 60% and bottom line costs by

almost 21%.

< Provide program management leadership & direction to 125+ IT personnel

and act as trusted advisory to project groups to meet all audit &

assurance requirements to help achieve the Silver certified partnership

with Cisco systems.

< Increase collaboration b/w X- functional groups and client teams in the

areas of service provisioning, performance & availability management

thru' proactive problem management and effective change management

practices.

< Assist in the design & deployment of workflows within SAP Business One

tool for CRM & ITSM integration, conduct internal audits and management

reviews to identify, develop & monitor the progress of IT assets

including resources & their capabilities to help achieve high CSAT scores

& team KPI's.

Phase1: Nov' 09 - Jun'10: Led transformation initiatives on IT Process

Improvement and service effectiveness thru' data driven approach

involving assessments and service reviews to understand AS-IS

capabilities for development and execution of effective roadmaps.

< Developed procedures, guidelines, measurement systems and tool

capabilities to baseline service and technical metrics; conduct awareness

sessions for IT staff & and its clients on the new practice and how it

will incorporate and complement the IT Service Delivery Lifecycle.

< Advised and assisted implementation of service desk & incident management

process, problem management, solutions database (KEDB) & knowledge

management information architecture (SKMS).

Jul'10 - Dec'10 System Operations Manager @ Electronic Arts Inc.

Burnaby, Canada

< Designed and delivered LAMP stack solutions & infrastructure services

ground up on private & public cloud using Amazon Web Services (AWS) to

support the successful launch of a new product (EA Download Manager 7.0).

< Oversaw technology infrastructure designs, application sizing and tool

evaluation (Chef, auto scale) for automated deployment & scaling across

multiple environments to improve overall service availability &

maintainability.

< Created plans, SOW's, handled cost estimation & control, provide weekly &

monthly operations & management reports.

< Advised & assisted in the development & implementation of ITIL release &

validation framework to effectively manage application delivery & release

promotions for social platforms in line with Agile / Scrum development

methodologies.

< Actively engaged with management and key business users to understand

their needs, issues, projects and changing business conditions and

developed & implemented ITIL change management & control strategies

accordingly.

< Built a 24x7 X-boundary incident management support structure,

stakeholder mapping and engagement plan involving SME's from functional

teams to provide post launch support across multiple ecommerce and

downstream systems.

< Partnered with EA Global IT to deliver network & security requirements,

engaged and managed dependencies with outsourced business partners and

3rd party vendors such as Right scale, Akamai etc.

Jan'08 - Aug'09 Project Manager @ Custom House Ltd. (Western Union

Company) Victoria, Canada

< Develop the project & portfolio management practice, demand planning,

budget preparation & control, and cost/benefit analysis, created matrix

based structure by identifying key resources & harnessing their

strengths, training on customer orientation & quality to balance between

projects & facility.

< Provided project leadership to 3 Project Managers; 25+ Consultants and

managed key infrastructure programs such as datacenter sustainment &

consolidation, DRP for key business functions & replication migration,

release management & support for enterprise global payment, DWH &

ecommerce systems, VIOP implementations, Office moves etc.

< Identified, evaluated consolidation opportunities (P2V) and achieved 26%

reduction in physical servers; proof of concept/s for NetApp Flexclone

and de-duplication technologies to improve storage optimization &

performance.

< Development of IT goals & technology road map to align with business

vision & outcomes, new functional reporting structure within IT ops in an

effort to re-align with product development teams and business groups.

< Planned integration and risk management of the IT systems & applications

between Custom House and Western Union during the initial merger and

acquisition phase, in accordance with SOX regulatory compliance.

< Formed strategic alliances with business partners & vendors to leverage

their skills & service offerings to add value.

< Involved in appraisals, evaluating training needs thru' continual

monitoring & performance evaluation for IT teams.

Career note: Took family-related (medical) sabbatical in 2008

Aug'07 - Dec'07 Project Manager @ IBM Global Services

Victoria, Canada

< Provided leadership to customer delivery teams in line with project plans

including scope & change control, prioritization & scheduling and

provided direct supervision to support Workplace Technology Shared

Services (WTS) initiatives.

< Provided project leadership to 15+ resources and successfully migrated

business critical applications and databases from standalone servers to

IBM SAN storage as part of Server Consolidation program within 4 weeks.

< Oversaw asset management initiatives to reconcile and report corporate

assets for 23 ministries with creation of web based solutions and toolset

integration to track, manage & control assets.

< Developed proposals, applied cost models and charging policies in

response to project requests & RFP's; evaluate power management concepts

as a part of the Green IT initiative.

< Optimization of desktop image builds & certification process by applying

ITIL release & deployment best practices.

Aug'02 - Jul'07 Infosys Technologies Limited

Project Manager

Different Assignments at Infosys:

Jul'05 - Jul'07 Service Manager @ Pfizer Inc.

New York, USA

< Successfully managed application portfolios & release functions (SDLC),

Datacenter technology groups; global service desk & monitoring operations

with teams geographically distributed in a managed/shared services

environment.

< Actively involved in the development and roll out of key ITIL processes

across various business verticals and technology practice groups in

accordance to HIPAA/CFR part 11 standards; develop SOW's, negotiate

service levels for standard and emergency releases, SLA's, KPI's around

efficiency, performance, availability, response and resolution times etc.

< Worked closely with the change manager and other process owners to

identify, analyze and respond to potential organizational change/s &

transition related risks and impact on process, technology and people.

< Produced measurements and metrics against service & operational levels,

service availability reports and dashboards for PMO on resource

utilization, ticket management and major issues etc.

< Carried our Service failure analysis to identify single points of failure

within the infra and app - implemented component level load balancing and

fault tolerance across Web, application & databases servers to achieve 4

nines availability.

< Migration & deployment of applications on CASSAT technology for improved

power management, virtualization, DRS and J2EE performance optimization;

successfully realized 150% growth in server capacity with 32% reduction

in physical servers and 15% reduction in rack space through various

consolidation and license optimization initiatives.

< Provided leadership to 30+ Consultants and program managed daylight

savings time change mitigation across 400+ applications, 180+ databases,

multiple platforms & technologies.

< Oversaw asset management audit initiatives to reconcile CMDB & report

assets accurately for 650+ apps across 900+ servers; develop clear

mapping of CI's between CMDB and ARC for over 700 applications.

Aug'02 - Jun'05 Senior Consultant @ Verizon Communications Inc.

Philadelphia, USA

< Anchored 24x7 production support activities for ordering, provisioning &

billing (Ecommerce systems) applications and its underlying platforms &

infrastructure comprising Sun Solaris8, Sybase v12.5, IBM MQ V.5.3, Motif

etc. as a part of the managed services engagement.

< Managed activities during different phases of system & software

development life cycle to increase the quality & efficiency of

application delivery in accordance to PMO standards.

< Build, configure, deploy application software's, manage code and

versioning, implementation and maintenance of multiple environments to

facilitate/ support development & testing teams during major launches/

release cycles, facilitate decision making as a part of CAB/ECAB.

< Worked closely with corporate security & compliance group to implement

IPMG Security controls, password aging policies, etc. for systems &

applications, participate in internal audits and security reviews

< Presales Support for RFPs, preparing SOW's, Manage external support

agreements and liaise with vendors, actively contribute to processes

associated with operational agreements and facilitate with corporate IT

Jul'01 - Aug'02 Technical Leader @ IBM Global Services

New Jersey, USA

< Managed the onsite - offshore support resource modelling in a large

managed services engagement for AT&T (client).

< Successfully handled a team of System & Application Specialists and

transitioned environment support activities to various offshore centres

to ensure 24x7 operations & support.

< Defined process, operating procedures and hand offs to manage various

ecommerce applications and its underlying technologies such as Sun

Solaris 2.6, NES, NAS, LDAP, BEA Message Q platforms in a multi-vendor

environment.

< Maintained high end UNIX Enterprise Application Servers involving

capacity planning & IT infrastructure management, new development

initiatives, enhancements & rollouts.

PREVIOUS ROLES

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Jun'00 - Jul'01 Yukthi Systems Pvt. Ltd., Bangalore, India

Team Leader

[pic]Feb'99 - Jun'00 CMS Computers Ltd., Bangalore

System Administrator [pic]Jan'98 - Jan'99 Datapro Information

Technologies Ltd., Bangalore Network Engineer

PROFESSIONAL STRENGTHS

Strategic Planning

IT Service Management

IT Governance & Control

Business relationship Mgmt

Infrastructure Management

Business process improvement

Service Delivery & Operations

Onsite-Offshore delivery

Organizational Change

Project Management

Process excellence

ACADEMIC CREDENTIALS

B.E. (Electronics & Communication)

Bangalore University- 1997/98

PROFESSIONAL DEVELOPMENT

ISO/IEC 20000 Lead Auditor

PRINCE2 Practitioner

COBIT 4.1 Certified

Six Sigma Green Belt

ITIL v3 Expert Certified

ITIL v3 Managing across Lifecycle (MALC) Certified

ITIL v3 Service Strategy Intermediate Certified

ITIL v3 Service Design Intermediate Certified

ITIL v3 Service Transition Intermediate Certified

ITIL v3 Service Operation Intermediate Certified

ITIL v3 Continual Service Improvement Certified

ITIL v3/v2 Foundation Certified

ACCOLADES

Most Valuable Player Award @ Pfizer Inc., 2007

Customer Delight Award @ Verizon Commn. Inc., 2005

Contractual/Consulting roles

Permanent/Full time roles

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