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Manager Service

Ottawa, Ontario, Canada
October 28, 2016

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RAKESH J. DHROOVJI 416-***-****

Profile Summary

Highly dynamic and diligent IT Infrastructure Manager with over 19 years of verifiable experience in Infrastructure Management and Client Service Delivery.

Experience working in large multinationals like Accenture and CGI where I have gained experience handling infrastructure for large multinational clients

Experience in managing internal and external clients for all infrastructure requirements with proven skills in building and maintaining relationships across several business units to ensure optimal customer satisfaction

Experience managing teams, department budgets and services from multiple vendors to ensure best support for clients.

Awards and Commendations

Accenture : Received prestigious ACE (Accenture Celebrates Excellence – Client Champion) award for FY 2010 – Quarter 4 and FY 2012 – Quarter 2 for contribution towards various business centric and cost saving initiatives

Accenture : Recipient of many client appreciations (Celebrating Performance Points). These performance points were awarded by Project Senior managers and managers for my customer centric activities

CGI IS & MC Pvt. Ltd.: Received the “Employee Appreciation Award” in Apr- 2001 for outstanding performance in the Technical Infrastructure department

Technical Skills

VMWare VSphere reporting, Netsuite, Veeam Enterprise Backup Solutions, Sharepoint

Managing MPLS, IPLC, Internet links

Windows 2008, MS SQL

Novell Netware ver. 5.0, 4.10 & 3.12, NDS

Hardware - Intel & Sun Solaris, SAN, Cloud infrastructure

Professional Experience

Project Manager – Infrastructure and Testing Jun2016-Present

TechMahindra – Scarborough, Ontario

Project management for dedicated test environment for a top Scotiabank

Managed the delivery for dedicated project test environment for ScotiaBank

Primary incident manager for test environments and managed the banks IT Service desk. Ensured all major incidents are attended timely and regular updates provided to stakeholders till resolution

Managed the co-ordination and facilitation of integrated test environment to the Canadian testing team

Managed the complete communication and coordination of the banks critical vendors to ensure optimal services are offered

Worked closely with multiple project leads to ensure all ITIL processes like change management and incident management are adhered to for all releases

Managed the setup of dedicated lab setup at offshore to drive cost reduction and increase efficiency

Worked closely with key client contacts to identify transition of support for infrastructure and test environment

Ensured all relevant support is provided for applications and releases to be built in proper environment within timelines

Manager – Infrastructure Service Delivery Jun2015-Jun-2016

Whipcord (previously Blackbridge Networks) – Lethbridge, Alberta

Managed the infrastructure operations staff providing Infrastructure services to clients across Western Canada and other regions. Performed as conduit between Client, sales team and internal IT Infrastructure team ensuring optimal services and SLA’s are provided to end client.

Managed all services provided out of data centre which include IaaS, Hybrid Cloud service offerings, disaster recovery site, co-location services, Wireless Internet and other internet services to end clients.

Exceeded expectations in managing the IT service desk which catered to incidents/requests from internal as well as external clients.

Exceeded client expectations by rigorous follow-up and feedback on incidents and change requests. This enabled in getting a great CSAT score for customer support.

Managed the quarterly business review meetings with customers and sales team to address any issues / concerns for the services provided.

Managed all IT requirements to keep the data centre duly equipped for any client requirements, which involved forecasting any IT requirements for customer requirements / expansion. This involved ensuring proper functioning of HVAC equipment, regular testing of Generator sets, calculating PUE to achieve best data centre efficiency

Managed the internal IT infrastructure and IT security policies, planning and implementation for facing external audits such as SOC2

IT Service Delivery Manager Dec2007-Feb2015

Accenture India – Mumbai

Lead and managed a team of 3 Infrastructure account managers and 5 managers in a matrix environment providing infrastructure service delivery to 200+ Clients which included Fortune 500 clients.

Served as a business, technical liaison between Business and IT Operations and responsible for managing all IT infrastructure for clients (Connectivity/VLAN/Desktop setup, server/virtualization requirements, IT DR and BCP etc.).

Managed excellent relations with Senior Management and business leads for all their infrastructure requirements. This involved formal quarterly reviews and feedback sessions on SLA’s of services provided, discuss on escalations.

Performed as single point of escalation for all major incidents by mobilizing relevant support teams, engaging client vendors, initiation troubleshooting bridges, escalating issues, reporting status of incident to stakeholders till resolution

Provided monthly, quarterly Service review reports highlighting achievements, key activities in progress, and IT services availability matrix for the month

Managed the incident and change management functions for all key clients. Represented project requirements in regular CAB meetings. Ensured emergency changed are executed timely with proper justification

Supported client teams for all IT Disaster recovery and Business Continuity requirements. This involved creating, testing BCP Plans and also supported client teams during real disaster situations

Network Manager

CGI IS & MC Pvt. Ltd., India Sep2003 – Nov2007

Managed the Technical Infrastructure department with a team of 4 managers and 3 vendor engineers. Ensured optimal infrastructure management, managing the internal IT helpdesk for all user incidents and service requests, SLA management

Managed the yearly department budget based on past spend and investment required on infrastructure. This involved regular refresh of hardware and software based on changing project needs

Managed all IT procurement for technology refresh and any new IT hardware / software purchase based on business requirements.

Performed vendor management of existing vendors for existing and new IT infrastructure services. This involved complete vendor management, maintaining an approved vendor list, vendor negotiation for any new service / equipment, quarterly service review sessions etc.)

Consistently maintained ~99 % uptime SLA’s for Infrastructure services like LAN, WAN, Workstation support

Senior Network Engineer Nov1998 - Sep2003

Performed Infrastructure administration to ensure maximum uptime of all IT equipment involving LAN, WAN, Servers, Email, Desktop and Software

Ensured maximum uptime on all network and hardware equipment and supervised the installation of all hardware and software

Tandem Machines Pvt Ltd., India

Customer Support Engineer Dec1995 - Nov1998

Provided hardware & software support to user group and attending to various infrastructure related issues

Educational credentials and Certificates

Bachelors in Computer Applications (MKU University – India) 2007

Diploma Engineering in Industrial Electronics (Terna Polytechnic – India) 1995

ITIL v3 certified (APMG – India) 2012

Professional Development

Internal Quality Auditor Training (CGI Canada) 2005

Cisco ICND Micro (Univ India) 2006

Soft Skills

Good in problem solving, conflict resolution, negotiating skills and motivating teams

Strong work ethics and positive attitude

Good communication skills – Ability to precisely understand client requirements and provide solutions accordingly

Highly flexible and adaptable to situations

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