Management Service

PH: +** (0-764******

NITIN TYAGI DOB: ** Apr ***1, email:

*****.**********@*****.***

Pragmatic IT Delivery Management professional with a strong work ethic, approachability and consistent

commitment to team leadership and innovation. Adept at building strong relationships with management.

Successfully delivers large complex infrastructure solutions through expert leadership of cross functional

on shore and off shore support organizations. Proactively drives service level management to meet or

exceed quality of service commitments. Proven track record of successful program management,

executive and organizational leadership and ITIL based service management services.

Areas of Expertise

Service Level Agreement,Performance and Contract Management

Incident, Escalation and Change Management.

Availability, Capacity and Service Continuity Management

Process Improvement

Vendor Management

Coaching/ Team Building & Leadership

Systems Development / Implementation

IT Outsourcing

Work Experience

Hewlett Packard(Nov 2009 – October2013)

Clients : PepsiCo India, Medanta The MediCity, Alcatel Lucent India Limited.

Profile : Service Delivery Lead / IT Manager

Implementation of governance routines for delivery of programs across the Delivery.

Engaging with senior management for strategy planning & business reviews.

Building subject matter expertise on programs/applications and supporting business &

operations in defining processes & best practices

Transitioning and supporting infrastructure in “Business As Usual” Mode and ensuring

high levels of customer satisfaction.

Insured compliance with all Service Level Agreement's achieved highest customer

satisfaction results.

Established effective partnership with delivery management teams based in different

geographic delivery centers. Significantly improved communications and teaming for

end to end global support across service delivery centers.

Designed and implemented a daily and monthly reporting process for proactive service

management.

Managed and set up IT Infrastructure of various location in India.

Oversaw the administration and maintenance of IT infrastructure including End User

Computing (EUC).

Strategies, plan, develop and implement the company’s IT budget and infrastructure

plan.

Manage and mentor the IT support team.

Evaluate user need and system functionality.

Ensure that all the facilities meet the needs of the end user with appropriate advice &

support.

Introducing and installing new system upgrades and security backups for hardware and

software systems.

Ensure the smooth running of all the systems, including anti virus software, print

services and e mail provision.

Build and maintain vendor relationships and manage the purchase of hardware and

software products.

Manage the purchasing of all software, hardware and other IT supplies.

Ensure that company assets are well maintained.

Updating and upgrading with the latest Technologies.

Hewlett Packard(Dec 2007 – Nov 2009)

Client : Hewlett Packard Core Infrastructure Services

Profile : System Administrator

HP UX Administration

Administer operating systems, hardware, and peripheral components

Perform software installation, upgrades/patches, troubleshooting, and

maintenance on UNIX servers.

Analyze and resolve diagnostic problems on HP UX Systems

Responsible for capacity planning, including allocating storage, providing

hardware and software redundancy, and planning future expansion requirements.

Participate in root cause analysis of recurring issues, system backup, and

security setup.

Backup Administration

Designing Backup solutions for critical HP IT Systems

Administrating Backups for Microsoft, UNIX, Linux Systems,Oracle and NAS

Boxes.

Analyze and resolve diagnostic problems for Backup Designs.

Responsible for capacity planning, including allocating storage, providing

hardware and software redundancy, and planning future expansion requirements.

Worked on transitioning projects ensuring cell server health by installing and

tweaking the operating system and troubleshooting actively on other factors

affecting backups like SAN, LAN, databases etc.

Worked on Data center consolidation projects. It included moving infrastructure

from various small data centers/computer rooms to a big datacenter.

Lead and mentored a team located at various geographical locations ensuring

harmony is maintained and goals are met.

Hewlett Packard(Dec 2005 – Nov 2007)

Client : Hewlett Packard Enterprise Server Support Group

Profile : Senior System Engineer

Troubleshooting and supporting Proliant Density line, Maximized expansion line, Blade

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line servers (DL, ML, BL), Proliant Essentials, Racks and power units, Consoles and

KVM, SCSI, SATA and SAS Hard drives, Smart Array Raid Controllers, Remote

Management via iLo, RILOE technologies over wide variety of Operating Systems like

Windows 2000/2003, Linux, VMware.

Wipro BPO Ltd. (May 2004 – Dec 2007)

Client : Dell Computers

Profile : Technical Support Specialist

Transaction Monitoring .

Providing the feedback to the agents regarding their performance.

Tracking Agent’s performance on the daily basis.

Maintaining the AHT, AUX & Productivity.

Conducting Team Huddles.

Preparing the daily and consolidated reports.

Preparing a database of solutions for reference to agents at time of problem

solving. The database was prepared after in depth research of the topic

concerned and then wording the resolution in the easiest manner.

Taking care of the overall quality of the process.

Convergis India Pvt Ltd. (June 2003 – May 2004)

Client : IBM Point Four Corners Strategic Outsourcing

Provinding Support for Lotus Notes

Leadership Skills

Ability to create plans to achieve specific results

Take ownership for achieving objectives

Motivator and strategist

Know how and when to get into details to solve issues: Situational Leader

Direct others to achieve objectives

Problem solver

Able to achieve results while strengthening capabilities of the team

Provide Leadership/Oversight to other project managers to ensure quality delivery

Can create delivery strategies to ensure quality delivery of multiple projects.

Personal and Interpersonal Skills

Ability to see the big picture and communicate its value

Ability to build trust and show empathy with developers and IT staff

Communicate effectively with IT management (line and exec)

Demonstrate confidence in outcome of project

Process focused

Professional Certifications

RHCT on RHEL 4 in December 2006.

HP UX CSA in September 2007.

VmWare Certified Profesional (Trained)

Storage Networking Industry Association Certified Professional (Trained)

Project Management Professional(Pursuing)

ITIL trained

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Education

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Bachelor of Engineering, MJPR University, 2003

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Hobbies

Meditation

Yogic science

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