Manager Customer Service
Resume:
Saravanan Kalugajalam
********@*****.***
LinkedIn: https://www.linkedin.com/in/ksanand
SUMMARY
A distinguished Manager of Information Technology with expertise over 21 years in diverse range of technologies worked in Fortune 500 companies within multiple industry settings. Demonstrated success managing Networking, IT Infrastructure, IT Security, IT Management, Internet Technology and Software protocols. Well organized, results oriented individual with proven ability to implement standards, procedures, policies and processes that improve business functionality. Solid management skills, capable of leading and motivating individuals to maximize levels of productivity, while forming cohesive team environments. Exceptional communicator, focused on building strong client relationship and a true team player.
Strategic Technology Planning
Budget Management
Project Management
Audit & Compliance
Team Leadership
Business Continuity
Disaster Recovery & Planning
Threat & Vulnerability Management
IT Operations Management
IT Infrastructure
Contract Management
IT Governance
Technology Development
Vendor Management
IT Policy
IT Service Management
Risk Management
Information Security Management
PROFESSIONAL EXPERIENCE
Jabil Circuits Sdn Bhd
Asia IT Infrastructure & Cyber Security Manager (Jan 2009 -
Achievements
Designing, Implementing, Consulting and managing Data Centers in the Asia Region
Spearhead McAfee ePO (End Point Orchestra) for all users connected to Jabil network
Spearhead transition IBM IPS devices to McAfee IPS devices for the whole of Jabil. Project was for 3 months with zero downtime on all platforms.
Received Customer Service Award 2012, an annual company-wide award based on excellent in customer service and vendor relations
Infrastructure: Led comprehensive security infrastructure upgrades (e.g. firewall/VPN upgrades, intrusion detection, token-based authentication and remote management)
Security : Modernized outdated information security awareness programs for Jabil and led companywide training on crucial new Infosec policies, procedures and technologies.
Risk Management: Protected vulnerable networks following detailed risk assessments. Guided cross-functional teams in the design, validation, acceptance testing and implementation of secure, networked communications across remote sites.
Projects
Datacenter Migration: Project-managed large-scale initiatives involving the migration to new Data Center from Pune to Chennai and the merger of disparate systems from acquired client company into the new Data Center. Migration involved complete Discovery, Data collection and Asset tagging, Risk Management, vendor and logistic coordination, Disaster and Recovery, Post Migration Review, Backup/Restore pilot run, Resources in hand, Detailed analysis and documentation.
Managed logistics of facility build-out, IT infrastructure deployment and technical team development as part of US1m project to launch new center with 4K workstations and phones.
IT Infrastructure: Led design and rollout a robust, scalable and secure data center for a new plant from bottom up with IT Security to maximum secure and Infrastructure as priority
Overseeing staffs of 15 in Penang, and US consisting of security analyst and security engineers in supporting global employees across the globe. Participate and oversee the daily activities of the department to ensure delivery of commitments in conformance with budgets and time lines. Prepare work schedules and coordinate major aspects of computer operations.
Worked on Shared Services in Pune, India to centralized departments to synergies across the organization in terms of Infrastructure in sales offering.
Plan Security and Infrastructure cross-functional departments including Accounting/Finance, HR, IT, Marketing, Quality, Leadership/Development
Managed Infrastructure and Security client relationships for Jabil Shared Services with an emphasis on providing exceptional service delivery and customer service
Lead, negotiated and authorized all client service level agreements(SLAs)and designed related metrics dashboard to effectively measure service delivery levels for all Infrastructure implementations.
Collaborated with Sales/Marketing on business development and KPO lead generation for Jabil Shared Services.
Designed the Global Supply Chain Management organizational structure and processes including the offshore procurement operations team and the strategic sourcing process.
Designing, Implementing and Consulting Data Centers in Asia Region for Jabil Circuits.
Chair regular staff meetings to ensure SLA is met
Responsible of all Servers and Cisco devices connected to Jabil network is functioning
Monitor for any intruders in and out of Jabil network
Analyzes metrics logs and reports to monitor security performance, particularly on patching status on all platforms.
Responsible for network management, security and cross-platform server management across Asia Region
Participates in network and systems design to provide assistance to senior staff to ensure implementation of appropriate systems security policies.
Assists with coordination of risk and vulnerability assessments of planned and installed systems to identify protection needs and with coordination of certification systems and networks to ensure consistency with policies and procedures.
Manage, plan and execute production of capacity plans to ensure implementation and support of new infrastructure services components are timely with minimum downtime at production level.
Monitors security aspects of IT operations to ensure the 24x7 enforcement of information assurance policies.
Coordinate, lead and design SAN storage within Jabil Infrastructure Domain.
Coordinate Data Centre and Disaster Recovery management for Jabil in Asia
Conducts research and analysis of administrative and technical security measures which fully meet customer requirement
Responsible for executing technical assessment of technical security measures of systems to demonstrate compliance or non-compliance with policy.
Implements corrective actions for assessed security events.
Recommends change in policies and guidance based on assessment of requirements not addressed in existing security directives and operations.
Lead Backup and Recovery process
Advises appropriate management officials on information technology (IT) security actions, issues, problems, and events having significant consequences on operational programs
Managing and working on security monitoring software such as Websense, SiteProtector, ePO,IPS, HIPS, Tivoli, Splunk, SolidCore, Damballa, PaloAlto, Zscaler, Qualys, Verdasys & CloudLock, Microsoft Server 2008, VMWare, Linux, Dell Systems
Plan Infrastructure and Security layout for MAC environment using Citrix platform for MAC users using SCCM to rollout.
Coordinate and monitor vendor management on Infrastructure project in India, China, Singapore, and Vietnam.
Manage all Microsoft licenses and Security tools licenses as well as asset tracking to comply to BAS audit and SOX comply.
Coordinate to merge and consolidate all physical hardware servers to run on VMware.
LAN, WAN and VPN infrastructure planning and designing to cater to multiple buildings as well as to branch out to MPLS cloud.
Entegris Malaysia Sdn Bhd
South Asia IT Manager & IT Infrastructure Manager (July 2003 –2008 )
Achievements
Design of all network equipment to be in placed
Fiber channel, modules that needs to be installed
VOIP setup in the new building
Switches, routers IPS, installed and configured
Vendor management overseeing all work is done in time.
Follow up in meetings with vendors
Coordinate workflow and progress
Citrix, SAN & Microwave installation
Desktop, Laptop and servers.
Coordinate IT Infrastructure on Merger and Acquisition for two companies in terms of software, hardware, network devices and phones.
Projects
System Integrations/Migrations: Project-managed large-scale initiatives involving the migration to new Data Center and the merger of disparate systems from acquired client company
Results: Achieved seamless migrations and integrations that were
transparent to client customers, accomplished with no unscheduled
downtime and delivered by as much as $70K under budget
Hire, supervise, and direct Information Resources Department (Help Desk, Desktop, LAN/WAN, and telecommunications) as required to maintain the departmental performance and availability commitment to the users.
Coach, train, instruct and orient staff in proper procedures, operations and methods established by Corporate IT.
Perform research, maintain close contact with the industry and new developments, and provide input to the Global Site Support Manager on the technological solutions to meet specific needs identified by the user community and conceptual needs identified by management.
Participate and oversee the daily activities of the department to ensure delivery of commitments in conformance with budgets and time lines. Prepare work schedules and coordinate major aspects of computer operations.
Follow corporate IT standards and procedures. Contribute procedures missing from corporate IT Standards database.
Participates in change control process and communication with corporate IT.
Assumes direct project management responsibilities of critical major IT projects.
Conduct evaluations of staff with the Global Site Support Manager to discuss performance, reveal constraints or bottlenecks, review Help Desk log/reports to identify problem areas or training needs, and discuss user feedback regarding services delivered.
Develop and maintain the South Asia IT Business Continuity Plan.
Prepare and detail departmental and project budgets. Track budget performance. Prepare budget presentations for the Malaysia General Manager and the Global Site Support Manager.
Recommends methods and practices to minimize cost, ensure optimum output and maintain quality.
Prepares yearly roadmap and strategic IT plans based on business strategy/ requirements and new technology.
A chair regular staff meeting to ensure the service delivered meets the needs of the users. Meeting minutes should be emailed to Global Site Support Manager.
Attend relevant conferences and seminars on technology to maintain a current perspective and provide timely input to management.
Participate as member of Malaysia Management team and attend management meetings as requested.
Negotiates lease contracts, software license agreements and/or purchase agreements with vendors, third party personnel and/or Corporate IT personnel for all IT equipment and software unless Malaysia purchasing department is responsible.
Participates in rotation of “after hours” support.
Additional duties as required and assigned by the Malaysia General Manager or Global Site Support Manager.
Prepare and participate in Project Management for ongoing new Infrastructure projects.
Plan with Corporate IT in US for SMS push on Antivirus (Trend Micro), Windows update (XP, Windows 2003 server), Wireless (Aruba) package etc.
Track and Monitor closely ITMR (IT Management Request) tickets created by helpdesk to support all users in the region.
Support and making sure SAN system (Equal Logic), PABX, SUN Backup, Servers, Routers and Switches are in optimal 100% uptime as agreed in the SLA.
Support SAP (R26) and Lotus Notes (Release 6.5 & 8.0) are up and running for end users to access all the time.
Maintaining shop floor running on SPC, Applied Stats, EWIN and RJG (eDart) system round the clock.
Support HRMS system which is running on Microsoft SQL, operates without flaw for payroll processing.
Support all phones connected to PABX is in operation and functioning.
Making sure Entegris plants in other state/country (Penang & Singapore) are connected to the network and functioning well.
Participate in Continues Improvement and Lean Sigma project to ensure IT is in line with Corporate directions and goals.
Support and ensure all IT process flow is Sarbanes-Oxley 404 (SOX) compliance.
Support and participate in IT Project Management on product transfer and any IT related life cycle project.
International Business Machine (IBM)
IT Specialist, Strategic Outsourcing (2000 – June 2003)
Novell Netware Administrator
Oracle Administrator
Windows NT4 Administrator
Managing WindowsNT Print Servers
Managing Novell Print Servers
RAS Administrator
Tivoli Administrator
IBM ThinkPad Support
IBM PC Support
Coordinating and Managing MRP
Change & Problem Management Processes
Escalating Procedures
Managing GSD 331
Seagate Storage Products Sdn
System Engineer (1997 – 1999)
Designed and implemented mail server and standardized the entire company on Lotus Notes including creating an e-mail domain and managing users.
Migrated to Internet standard messaging and installed T1 connectivity to the Internet.
Selected and implemented content scanning software, Content Technologies’ Mailsweeper, to protect company assets and minimize exposure.
Implement & Maintaining Netware 4.11
Netware 5 and NDS Structure
Managing Windows 2000
DELL Computers Asia Pacific, Penang Malaysia
Technical Support Specialist (1995 – 1997)
Securing All Network, PABX and Servers
Supporting Servers, Workstations & Laptops
CA Systems Ltd, Auckland. New Zealand
Network Administrator (1994 – 1995)
Planning and upgrading networking infrastructure
PROFESSIONAL CERTIFICATIONS
Sept 2012: Information Technology Infrastructure Library (ITIL V3)
June 2011: Security Plus +
April 2010 Certified Information Security Manager (CISM)
April 2010: Leadership Principles 1 & 2
Jan 2010: Microsoft System Center Configuration Manager (SCCM)
June 2009: Implementing & Administering Windows 2008 Server
Nov 2009: Advance in McAfee IPS
June 2008: SPC (Statistical Process Control) and Applied Stats
April 2008: Lean Six Sigma and Black Belt
February 2008: Microsoft System Management Server 2003 (SMS)
November 2007: Securing Network Security Systems from Hackers
July 2006: Implementing and Configuration of Cisco router & switches
April 2005: Implementing & Administering Windows 2003 Server
January 2003:Administering Windows 2000 Professional & Core Technologies
December 2002: Implementing Windows 2000 Professional and Server
October 1977: Administering Netware 4.11 & Netware5, NDS & CORE System, CNE
August 1977: Supporting WindowsNT4 Core Technologies
July 1977: Administering WindowsNT 4.0 & Intranet Ware Integrating WindowsNT4 /Netware
March 1977: Lotus Notes R4 Application Development I, Lotus Notes R4 Application
1)Development II Lotus Notes R4 System Administrator I, Lotus Notes R4 System
2)Administrator II Lotus Notes R4 Power User
EDUCATION
1992 – 1994: Auckland University of Technology, New Zealand
: - BSc (Hons) Computer Science
1991 – 1992: Manukau Polytechnic, New Zealand
: - AutoCad R11 & R12, Solid Modeling (CAD)
: - Computer Aided Manufacturing (CAM)
: - Robotics
1985 – 1988: Federal Institute of Technology, Kuala Lumpur
: - Diploma in Mechanical Engineering
1980 – 1984: High School, Bukit Mertajam
: - Sijil Rendah Pelajaran
: - Sijil Pelajaran Malaysia
1974 – 1979: Stowell School, Bukit Mertajam: Standard One – Standard Six
ADDITIONAL BIODATA
Preferred Work Style
I prefer to work in a fairly organized environment, where performance can be measured to some degree of accuracy. I would like to think that I’m ambitious, yet realistic about my chance of completing a task with success
Executive Qualities
Having been a hockey captain for my school as well as head scout for my group, I’m used to fulfilling leadership
Roles and decision-making.
Ability to work independently with imperiousness.
* Self confident, self-motivated and result oriented.
* Great leadership skills.
* Creative thinking, great sense of humor, flexible and adaptable.
* Ability to tame all kinds of challenging situations with a great success.
* Strong verbal communications and effective multitasking skills.
Contact this candidate