IT Manager
Resume:
Sr. Manager IT
Resume Aroul Pragassam
Cell – 856-***-****
AROUL PRAGASSAM
Personal & Contact Details:
Full Name: Aroul Pragassam Souprayen
Email ID: *******@*****.***
Contact Number: 856-***-**** (Cell)
US Immigration Status: US Citizen
Current Company Name: Cognizant Technology Solutions USA
Experience Summary:
Senior Manager - IT Infrastructure Services
Results oriented Information Technology professional with 17 years of Technical
and Managerial experience in IT. Have experience in handling Onsite/Offshore
Delivery for large scale multi-million dollar projects. Specialized in managing
Global Operations Center, Platform Engineering Support and Level 3 Projects
delivery. Technical Expertise in Microsoft Platforms (AD/Windows/Exchange)
ITIL® Foundation Certificate in IT Service Management
CAREER PROFILE:
Diverse experience in IT Service management including business engagement,
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vendor management, service level management, capacity management, Incident,
Change management, Problem, Configuration & release management, testing,
user training, implementation and post implementation support.
Experience in RFP, Proposal, Due Diligence, SOW Creation, Customer P&L,
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Contract Renewal, Transition, KT & Steady State
Proven success in managing the Onsite/Offshore delivery for Largest Retailer for
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Global Operations Center, Platform Engineering & Project services. Experience in
managing large-scale e-commerce applications monitoring
Good track record in leading the implementation of IT infrastructure for strategic
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corporate projects
1
Sr. Manager IT
Resume Aroul Pragassam
Cell – 856-***-****
Experience in dealing and influencing diverse stakeholders. Proven leader with
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strong communication skills and good team management experience in handling
staff and motivate them.
Ability to apply analytical problem solving methodologies, provide technical
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direction to staff, interface with external vendors and effectively manage
resources.
Good track record in execution of Transition of Support and moving to Steady
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State.
Executed and lead various Service Improvement Plan resulted in $ savings.
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Education:
Bachelor of Technology (B. Tech) Degree in Electronics & Communication Engineering
PROFESSIONAL TRAINING & Certification:
• ITIL® Foundation Certificate in IT Service Management
• Project Management Professional training
• Lean Six Sigma Training
• Service Delivery Manager Trainings
• Project Management Trainings
• Problem Solving & Decision Making Training
• Communication & Various Soft Skills Training
• Elevate Training ( 1 on 1 coach 8 weeks Training)
Microsoft Certified Product Specialist
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• Certified Microsoft Exchange Server Administrator
KEY AWARDS:
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Sr. Manager IT
Resume Aroul Pragassam
Cell – 856-***-****
Received Consecutive Project of Year Award for 3 Years
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Received Best PM Award for successful delivery of the Project from Cognizant
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Received multiple IT Infrastructure services Spot Award for Best Performance
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Received award from Client ( Largest retailer) for successful transition of Support
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Management Skills:
1. Analysis – Analyze Problems & Issues
2. Decision-Making – Exercise Insightful Judgment
3. Planning – Establish Group Plans
4. Managing and Improving Process – Establish Best Practices
5. Focus on Service - Anticipate Service Needs
6. Collaboration – Promote Collaboration
7. Communication – Write and Speak with Impact
8. Building Relationships – Build Relationships
Technical & Project Management Experience
Technical experience in IT, involved in managing Installation, Configuration,
Administration, Trouble Shooting, Performance Tuning, Backup and Recovery of
Windows 2003/Exchange2003, Windows 2000 Professional / Server, LAN / WAN,
MS Exchange Server 5.5/2000/2003, IIS 5.0/6.0, and MS SQL Sever 7.0/2000.
3
Sr. Manager IT
Resume Aroul Pragassam
Cell – 856-***-****
Hands-on experience in leading all stages of system implementation including design,
testing and support.
Managed Multiple Client Server Support Onsite Offshore Operations Projects.
• Expertise in Windows 2000/2003 Server-Active Directory services
• Expertise in Exchange 2003/2007 implementation and Management.
Good understanding of quality practices and ITIL Process.
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• Excellent Communication and Interpersonal skills.
• Excellent Domain knowledge in Facility & Infrastructure Management
• Excellent Project Management and Leadership qualities.
Good Experience in coordinating with Vendors, Multiple IT Support Groups,
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Project Managers, Directors, IT CIOs, Business Development Team, Application
Development Team & QA Team.
Project Manager for Client Server Support Onsite/Offshore Project for a large
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settlement company. Executed all stages of project and streamlined process.
Managed multiple stakeholder including multiple support groups, the business,
development team, QA team, Directors, CIO, etc.
Worked in Leading Automobile insurance client for Active Directory/Exchange
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Migration project. Came up with good process for Test environment setup/testing
and Pilot Environment Setup/Testing and Production Implementation.
Project Manager for E-Expenses Application Implementation in Leading Retailer,
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London. Team Lead for Onsite/Offshore Finance Applications Support. Worked on
all stages of Project.
Location Head for one of the Cognizant Development Center in India with
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responsibility for entire infrastructure.
• Good experience in IIS 5.0/6.0 Web servers administration.
• Expertise in TCP/IP configuration and Troubleshooting, windows clustering services and load
balancing.
• Expertise in Blackberry Server, Right Fax & Live Communication servers Administration.
• Good Experience in Migration from NT4.0 to Windows 2003 and Exchange 5.5 to Exchange 2003
• Working knowledge in Service-now (ITSM) & multiple monitoring tools (HP OVO, OMW, Sitescope,
NNM, Solarwinds Orion, and Keynote.
Technical Trainings:
• Training on Windows Active Directory
• Training on Microsoft Exchange 2000/2003 Administration
• Citrix Presentation Server 4.0 training
• Training on SQL Server
• Big Fix Training
Technical Skills:
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Sr. Manager IT
Resume Aroul Pragassam
Cell – 856-***-****
Hardware HP, IBM, DELL & COMPAQ Servers
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Platforms
Operating Systems Windows NT/ Windows 2000/2003/ Windows 2008/Windows
XP/Windows 7
Mailing Systems Microsoft Exchange Server 2003/2007
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and Web Servers Microsoft Exchange Server 2000
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Microsoft Exchange Server 5.5
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Microsoft Internet Information Server 6.0
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Blackberry Enterprise Server
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Live Communication Server 2005
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FAX software Rightfax Servers Administration
Software MOM 2005, Sharepoint 2005, Citrix Presentation Server 4.0,
VMWare, WSUS, DFS, MS Clusters,
Tools Active Directory, DHCP/WINS/DNS Servers, IIS 5.0/6.0 Server,
Citrix tools, Netiq Software / Aelita Software /GFI Languard / DFS,
Netbackup
Monitoring & HP OVO, OMW, Sitescope, Solarwinds Orion, Keynote,,NNMi,
Other Tools Remedy, Service-Now,etc
Professional – Project Experience:
1. Largest Office Space Retailer – Boston MA ( USA)
Project Title Service Delivery for IT Infrastructure for various towers
(Global Operations Center – Platform & Network Team, IT Engineering
Services, Level 3 Project Services, Security Provisioning services,
Helpdesk, DBA & other teams)
Duration 5 Years – 2008 to Apr 2013
5
Sr. Manager IT
Resume Aroul Pragassam
Cell – 856-***-****
Project Description:
About Client:
The client is the world's largest office products company supplying a wide range of
office products, including supplies, technology, furniture, and business services in 26
countries throughout North and South America, Europe, Asia and Australia., ranking
second in the world in eCommerce sales. Revenue of $25 Billion USD and 1,800
Retail stores in US & Canada
Environment & Technology:
• Major Data Centers
• Retail Stores, Fulfillment Centers & Distribution Centers
• Servers (2000+ Windows & 2000+ Unix HP-UX, Linux, AIX servers):
Tools:
• Monitoring Tools - HPOVO, NNM,, HP OMW
Websites Monitoring – Sitescope, Keynote
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• Solarwinds, HP OMW, Netbackup
• Citrix
Service-Now – ITSM Management Tool for Incident, Change, Configuration,
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Problem, etc
• Knowledge Management – Right Answers
Teams:
GOC/AD/Windows/Exchange/Unix/Linux/Middleware/Tools/VMware/Citrix/ESP
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Sr. Manager IT
Resume Aroul Pragassam
Cell – 856-***-****
Role: Senior Service Delivery Manager for Onsite/Offshore Service Delivery
Responsibilities:
• Responsible for managing entire Onsite/Offshore delivery team members
• Responsible for managing 24/7 Support for Level 1 Global Operations Center
& Level 2 Platform Engineering Support
• Coordinate with multiple IT stakeholders to run the delivery
• Responsible for complete monitoring for critical applications
• Responsible for managing all SOP documents and KB articles with respect to
Operations and Support
• Proactive identification of issues and resolution
• Responsible for KT/Training and on boarding any new associates
• Responsible for People and Process improvement
• Tracking the SLA Compliance & other Top Trends
Key Achievements:
• Successful transition of the project & Quick Stabilization of Service delivery
• Successful delivery of the Project without any major escalations.
• Implemented and followed stringent Governance Model – Daily, Weekly,
Monthly & Quarterly Governance calls (Manager to VP Level Meetings)
• Leading the efforts for Continuous Improvements.
• Seamless Integration on One Team Concept.
• Metrics capture, reporting and engagement governance structures are well
established
• Peak Season Support ( Black Friday, NAD Peak Season, Back to School, etc)
• Various Process and Communication gaps identified and processes have been
well defined. ( Network Operations, Oncall Process, Escalation Process and
Change Communication, etc )
• GOC Alerts/Incidents reduction Project - Around 15000 Incidents got
reduced in 3 Years timeframe – 3 FTE and Cost Savings
• Operations Efficiency – Multiple manual tasks have been eliminated and
Incident/Email Templates have been designed to increase the resolution time.
1 FTE has been redeployed to other projects
• Windows Patching Efficiency – Reduction of 90% efforts
• Cost savings of Year on Year Resource reduction
• Improved Response and Resolution time for Tickets.
• Successful delivery of IT Project services support and IT Engineering
services
• Collaborated with Clients for ITSM implementation (Service Now
Implementation)
• Won Best Project of the Year & Best PM Award in Cognizant
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Sr. Manager IT
Resume Aroul Pragassam
Cell – 856-***-****
2. Largest Home Improvement Specialty Retailer – Austin TX ( USA)
Project Title Sr. Manager for Online Environment Support
(Online Environment Support, Build and Release Management)
Duration 1 Year – From Apr 2013 ( Till date)
Project Description:
About Client:
Client is the world's largest home improvement specialty retailer, with more than
2,200 retail stores in the United States, Canada and Mexico. (Revenue $74 billion)
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Sr. Manager IT
Resume Aroul Pragassam
Cell – 856-***-****
Teams:
Infra Operations Team, Environment Coordinator, Build and Deployment Team, DevOps
team, Implementation Engineers
Role: Senior Service Delivery Manager for Online Environment Support
Responsibilities:
Handling ECRs for service requests and issues for all environments requested
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from various teams with respect to Alert prioritization, issue diagnosis, problem
identification, issue resolution and escalation to support teams
1st & 2nd Level Monitoring and Troubleshooting for issues related with all
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environment and escalate the problems to level 3
Co-ordinate with various teams on all environment changes
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Build and Deployment based on the ECRs and troubleshoot Deployment issues
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Coordinating Monthly/Weekly Release schedule
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Allocate and Prep the Environment to Stakeholders
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Key Achievements:
• Received CSAT (Customer Satisfaction Survey) Rating 5/5 for Overall Service
Delivery. ( Got good appreciations from Client Director)
• Operations has been streamlined.
• Came up with Strict Governance Model ( Weekly/Monthly/Quarterly
Governance)
• Better Onsite/Offshore Coordination. ( Daily/Weekly Meetings, Proper Shift
Handover)
• 15 Automation Themes have been implemented
• Improved Environment Support Coverage & Escalation process document
• Updated Network, Grid & Outage Escalation Process document to improve Ops
Efficiency
3. Leading Settlement Company – New Jersey US
Project Title System Administration Project – Onsite/Offshore Project
Duration 3 Years – 2005 to 2007
Technology Microsoft Windows 2003, Microsoft Exchange 2003, Microsoft IIS, Citrix,
VMware and Microsoft Tools/software.
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Sr. Manager IT
Resume Aroul Pragassam
Cell – 856-***-****
Project Description:
Client is one of the Nation’s largest settlement companies with 450 Branches nationwide.
TRG is subsidiary of Realogy Corporation. The project involves Maintenance and
support of Windows 2003 Active Directory and Exchange 2003.
Role: Project Manger for Cognizant Onsite Offshore Client Server Support
Responsible for Overall Client Server and Exchange Support
Managed Cognizant Offshore Team members and responsible for Level 3 Helpdesk
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tickets, Monitoring and executing internal IT projects.
Worked in all Phases of Project ( Initiation/ Knowledge Transfer/ Transition and
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Steady State)
Came up with good communication/escalation Process for managing Onsite/Offshore
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Model.
Successfully completed Exchange Migration from Cendant Mortgage to TRG.
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All Exchange 5.5 Mailboxes migrated to SSG Exchange 2003 environment.
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Successfully completed SSG Exchange 2000 to Exchange 2003 Migration.
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Successfully implemented Exchange 2003 Cluster / OWA and SMTP Servers.
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Responsible for Exchange Admin Activities such as monitoring the servers, Exchange
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support, Mailbox administration, troubleshooting, etc.
Responsible for Patch Management for all TRG Production Servers.
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Successfully installed and configured Blackberry servers.
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Installed and configured Right Fax servers.
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Successfully Setup DEV/QA/PQA Environment and maintained the whole
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environment
IIS Applications installed in Production Web servers.
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Managed various IT stakeholders for various internal projects.
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4. Leading Insurance Company, San Francisco California US.
Project Title Windows 2003 Active Directory / Exchange 2003 Migration Project
Duration 1 Year 5 Months - Sep 2003 to Jan 2005
Technology Microsoft Windows NT/2003, Microsoft Exchange 5.5/Exchange 2003,
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Sr. Manager IT
Resume Aroul Pragassam
Cell – 856-***-****
Project Description:
Client is a leading Automobile, home insurance, loan and Mortgage Company which
is in the business from past 100 years. The project involves Design of Active
Directory and migration of Windows NT to Windows 2003 and Exchange 5.5 to
Exchange 2003 for their entire site including the District Offices located all over the
country.
Role: Project Manager for Implementation.
Responsible for implementing and migrating Windows NT to Windows 2003 and
Exchange 5.5 to Exchange 2003 using Parallel Path Migrating and InterOrg
Migration Process.
Implemented new Windows 2003 Active directory domain and migrated all Windows
NT 4 domain users to new Active directory Domain.
Implemented new Exchange 2003 Organization and migrated all Exchange 55
mailboxes to new Windows 2003 Server.
Responsible for implementing and design the entire migrating process in
Development, Test and Pilot Production environment.
Responsible for designing coexistence and system integration of Exchange 5.5 and
Exchange 2003 in production environment.
Implemented the overall design of two different Active Directory Forest for two
different Organization and defining security on the basis of Forest, OU and different
Sites.
Implemented and designed the InterOrg Migration process using third party
migration tool Aelita DMW and Aelita EMW.
Documented and prepared the detail functional specifications, migration deployment
plan, design draft for pilot production environment and End State Migration Process.
Responsible for designing and documenting Master Project Plan, Project Schedules,
Risk Assessment, Disaster Recovery Plan and Requirements.
Responsible for configuration of Microsoft MIIS for replication of GAL for two
different Windows Active Directory Forest.
• Design and implemented Windows 2000Active Directory model utilizing best
practices using standard naming conventions, forest/tree/domain design, DNS
design, OU structures and group policies.
5. Leading Retail Company, London UK.
Project Title Finance Applications Support and E-Expenses Implementation Project
Duration 1 Year 7 Months - Feb 2002 to Aug 2003
Technology Windows NT4.0 Server/Workstation, Windows 2000 Servers,
SQL 6.5/7.0/2000 Servers, IIS4.0/5.0 Servers
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Sr. Manager IT
Resume Aroul Pragassam
Cell – 856-***-****
Project Description:
The Client is one of the Leading Retail Company in UK.
They have more than 600 Retail Stores across UK.
E-expenses Application Implementation and Finance Applications Support Project.
Supported 15 Finance Applications. Managed Windows NT 4.0 Servers and Windows
2000 Servers. Involved in Windows 2000 Admin activities, SQL admin and Web admin
activities. Responsible for maintaining all the servers and online functions.
Role: Project Manager for E-Expenses Implementation
Implemented the E-expenses application and involved in User Acceptance
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Testing.
Problems were identified and solved during implementation and UAT. Support
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Strategy document and Disaster Recovery documents created.
Prepared problems Knowledge base and Support documents.
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Regularly checked all the SQL jobs and maintained the servers.
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Involved in all phases of Project. Successfully completed Onsite/Offshore KT.
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Responsible for the following activities:
Installation, Configuration and Maintenance of Dev and Production environment
SQL Servers
Creating new databases, users, logins and assigning permissions.
Monitoring the Health of SQL servers
Taking care of Backups and Restores
Taking care of all SQL jobs
Troubleshooting any application problems that are related with SQL server.
6. Cognizant Tech Solutions – Chennai India.
Project Title Networks & Systems Support – Cognizant Internal Projects and Support
Duration 4 Years - Mar1998 to Jan 2002
Technology Windows NT 4.0 Server/Workstation, Windows 2000 Professional/Server,
Windows 2000 Advanced Server, Windows 98/XP.Windows 2000 Active
Directory Services, Windows NT Terminal server.
MS SQL 6.5/7.0/2000 Servers, MS Exchange 5.5/2000 Servers & Lotus Notes
5.0 Server
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Sr. Manager IT
Resume Aroul Pragassam
Cell – 856-***-****
Project Description:
Role: System Support Location Head for Cognizant Development Center
Overall responsible for entire infrastructure for one development center.
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Managing the whole Support Team Members
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Managing the Hardware resources and optimizing the resources.
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Co-coordinating with Project team and Project Managers
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Co-coordinating with other support teams (like Admin, Quality, etc)
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Windows NT Servers Administration
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Windows 2000 Servers & MS Exchange Server Administration
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LAN, WAN Connectivity
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MS SQL Server Administration
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IIS Administration
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Handling User Problems
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Servers and Desktops Installation
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Software Installation
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Backup Activities, etc.
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Installation, Maintenance and Support under pressure situations, critical to the
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rapid growth of CTS
• Assuring that down time due to hardware & network failure is negligible in day to
day operations
• Cognizant Domain migrated to Windows 2000 Domain. Exchange 5.5 domain
migrated to Exchange 2000 Domain.
Involved in setting up One Development Facility for Cognizant in India. Windows
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Servers/Domain Controllers/Exchange servers installed. Worked with Network Team for
setting up LAN/WAN
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