Service Management,PMP,ITIL Expert

AJIT D’SOUZA

ITIL Expert

‘Luis Villa’, Bhuigaon, Pantodi Ali, Vasai 401201 Maharashtra, INDIA Contact : +91-998*-***-*** / ***********@*****.***

Ajit is a certified PMP and ITIL-V3 expert who has gained expertise in delivering efficient and reliable infrastructure solution and

support to the business. Developed comprehensive competency across IT infrastructure build-up, Operations support, Service

management and IT Service Delivery.

A total career of 13 years in multiple aspects of IT - infrastructure support and Core Competencies

management across multiple business domains (Manufacturing, BFSI, ITeS, FMCG)

Identified as ITIL Process Consultant for designing/enhancing new/existing processes

IT Service Operation, Transition &

Engaged currently with DOW CHEMICALS and leading the global Problem Management

Service Delivery (SLA,OLA, SLR, ITSM,

Process as Lead IS Operations Specialist

Remedy)

Developed core strength in end-to-end user IT service support for both in-house IT Networks, Security & Governance

customers and JV / 3rd party logistics partners Mentoring & People / Performance

A project leader with capacity of strategic and tactical planning, while defining drivers Management

Business Relationship Management

for objectives to deliver benefits for business success while ensuring internal

consistency and external coherence with other technology and business initiatives

Experienced in managing multi-locational and multiple IT service providers/business partners (DOW) and worked as service

provider/business partner (CAPGEMINI and ACCENTURE) for global clients and overall Operations Service Delivery

PROFESSIONAL EXPERIENCE

Recent Engagements:

Lead IS Operations Specialist, DOW CHEMICAL INTERNATIONAL PVT. LTD, Mumbai (Sep 2012 till date)

Playing a multi-faceted role in the organization; core player of Global IT Team managing service delivery of workstations, servers,

network, Email, database & SAP application support for about 54k users:

Accountable for IT service delivery for internally(Business Units, joint ventures, 3PL partners) with the help of strategic IT partners

like external (IBM, TCS & Accenture)

Providing support as Major Incident Manager across entities in US, Europe, South Asia, China, Middle East and Japan

Participated in implementation of Configuration Management (HP-CMDB) as Consultant representing Service Operations Team

Incident Management:

Owning global responsibility to resolve incidents with minimal business impact; managing 2nd level escalations by interacting

with vendors/stakeholders

Implemented SMIMP process to identify business impact of incident and assigned KPIs to various stakeholders by driving

accountability

Floated ‘Hypercare’ process for IT-reliant business activities; assigned teams/personnel for high alert status for immediate

response

Revived MTTR / MTRS to lead enhancements across organization

Problem Management:

Identified as Process Owner for Problem Management across DOW globally; reporting to Global Leader; leading a High Impact

Team (a specialized Solutions and RCA team) to offer long term solution to high impact, high visibility incidents

Designed an online portal on Intranet to work with multiple stakeholders internally and externally offering a dashboard of activity

underway / response carried out

Regularized process governance bringing visibility and process transparency which in turn increased customer satisfaction; also

increased success rate in quality audits

Project Management:

Analyzed and resolved APAC internet accessibility issue (2 year old) within 48days; this became foundation of structured approach

for High Impact Teams for systematic solution.

Won award and appreciation for successfully closing MAPS application issue within 10 months of joining; no issue raised since

May 2013, providing a stable application

Studied network design and formulated a solution to provide internet access to defined key users only across the DOW Plant (3

year old issue resolved within 45 days)

Enhanced interface between enterprise monitoring framework and service management tool; identified and assigned criticality

levels with SOP for operations response

Acted as Project Manager for performance & monitoring enhancements to Citrix Application Server offering SAP access to 3PL

warehouse partners

Lead – Incident Management (SMG-NL), CAPGEMINI INDIA (PVT) LTD, Mumbai (May 2010 to September 2012)

Joined as Incident Manager and elevated as Lead Incident Manager in Apr 2012; led 11-member team and managed infrastructure and

application support projects for 35 multiple domain clients in Netherland region – viz. AkzoNobel, Cannon, Telfort, Ahrend

Won Best Project Award for successful execution of Six Sigma Lean project for effective problem management ; transformed

entire process from ‘not working’ to ‘highly effective’

Awarded Project Star Award for successful transition of Cannon’s 100FTE project; defined requirements for SLA, SLR and ITSM

process integration

Defined KPI for skill development of team members and supervised their performance

Interfaced with clients as ITIL Process Consultant:

Redesigned the Complaint Management Process for AkzoNobel to resolve escalations by determining client requirements and

closure deliverables; achieved 70% of reduction in client escalations/complaints within 6 months

Setup Incident Priority Matrix to redefine and structure major incident management process focusing on impact and urgency;

increased response time by 20% and delivered precise SLA reports to clients on incidents addressed

Drafted Document of Understanding to resolve service ambiguities in multi-vendor environment; proposed this to AkzoNobel

and was accepted to resolve service issues involving HP and other vendors, fostering healthy vendor relationships

IT Operations Shift Lead (Customer Support), ACCENTURE SERVICES (PVT) LTD, Mumbai (May 2007 to May 2010)

Worked with IT Project Team to setup infrastructure for 3300 users across 2 locations

Acted as Project SPOC for roll-out of:

MS Office 2007 as pilot project – addressed UAT issues for implementation across location

Pointsec for location/security policy compliance; implemented SMS Client for First Call Resolution and was leveraged by helpdesk

to provide quick redressal solutions

Facilitated roll-out of audio-visual features as technical upgradation for Microsoft Communicator

Led 7 technical support engineers with responsibility of skills development and their performance management

Involved in Business Continuity Management and implementations for BS25999 certification; got ‘clear/nil’ reports in audit as also for

ISO 20000 and ISO 27001

Worked with global IT Team and Schlumberger IT Team for 50FTEs infrastructure setup and facilitate process transition projects

Managed OPEX for all the projects, acquired total requisition ensuring 100% readiness; involved as SPOC for support and maintenance

Supported transition of 100FTE project from one location to another till ‘go live’ stage over a short weekend gaining custome r

confidence and satisfaction in rollout

EARLY ENGAGEMENTS

Network Engineer, STREAM INTERNATIONAL SERVICES (PVT) LTD, Mumbai (Aug 2005 to April 2007)

Led a team of 3 engineers for network, server, workstations, application support in a 24x7 environment to 400 users of

Technical Process Outsourcing service for clients like:

~ McAfee - Antivirus support ~ IBM - Process Support

~ Microsoft - Gaming Support ~ Dell - System Support

Managed IT support for teams handling outbound selling in USA and Australia

Ideated and proposed remote workstation installation (OS & software) and executed it; reduced installation time from 8 hours to

2 hours per workstation and facilitate mass installations at a time

Drafted requirement documentation for project ramp-up/down of IT infrastructure; introduced use of documentation as

requisition template to effect 100% readiness for project initiation

Documented complete database of configuration management and published dashboard for senior management

Liaised with vendors – Bharti Airtel and BSNL (network), HP (printers), IBM (desktops) for Incident management

Deployed & managed the process for managing Symantec Antivirus Corporate Edition Server; enhanced efficiency of client

management from 48% to 99%

Technical Support Engineer, ORIENT TECHNOLOGIES PVT. LTD. Mumbai (Jun 2005 to Aug 2005)

Provided in-house 1st level IT support through voice and remote control tools to JP Morgan Chase’s 3500+ users & 1000+ banking

applications across 4 locations in India as a dedicated 25-member team

Communicated escalations to JPMC’s APAC Office and supported resolving the issues under direction locally

Customer Support Engineer, ANMOL COMPUTECH PVT. LTD. Mumbai (Oct 2002 to May 2005)

Joined 20-member team of authorized HP service provider to manage complete IT support of Hindustan Lever Ltd; assigned as

SPOC for interacting with HP and IBM and manage vendor support issues within 4 months

Streamlined vendor management process to reduce TAT by nearly 50% and increased service efficiency by 20%

Analyzed consumption trend and forecasted consumables requirements to manage the operational expenditure of INR 6lacs

annually for seamless service

Implemented data security application for 700 workstations, 150 laptops and remote control tool to resolve end-user IT issues

Customer Support Engineer, SOFTRONICS COMPUTERS SERVICES, Mumbai (Sep 2001 to Sep 2002)

Managed end to end IT, hardware, Application and software support at Forbes Gokak Ltd. independently within 6 months of

joining; led assembly and deployment of 60 workstations over weekend to be user ready as per requirement

Date of birth: September 24th 1982

Bachelors of Science (Information Technology) from Sikkim Manipal University, with First Class in 2013

Diploma in Instrumentation Engineering from Amrutvahini Polytechnic, Board of Technical Education Mumbai with 65% in 2001

Certified Six Sigma Yellow Belt

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