IT Delivery Manger

**+ years of progressive experience in IT Client Services, Account Delivery Management, Corporate Customer Support, Operational Deskside and helpdesk, Service Delivery, Project & Infrastructure management.

Strong background in Managed Services, end-user computing, ticketing system, Call Center, SLA/SLO, and Service Desk environment in direct multinational client facing environment

Prime contact for entire operational and strategic issues; responsible for smooth delivery of agreed service levels (SLA), ensuring meeting goals and cost targets at local, country, and regional level

Worked with business partners and 3rd party vendors to develop, implement and lead a customer centric support team to drive agreed operational model

Lead and inspired a productive team of 20+ members located in different countries for supporting client and more than 2500 users

Highly Skilled with significant experience in regional IT service delivery, implementation and operational excellence.

Self-motivated with exclusive, progressive experience in managing and implementing end user computing, IT Infrastructure, ITSC, SLAs, SOPs & KPIs by applying ITIL standards and building close relationships with internal and external teams.

Ability to understand customer requirements, provide excellent service in direct and indirect manner, and fulfill customer expectations

Provided day to day environment operational support for new projects and ongoing support for existing projects ensuring IT Service Levels are achieved for all metrics, ensuring consistent high performances.

Proven track record in handling corporate customer, internal and external stakeholders, gaining their satisfaction, increasing productivity & quality.

Develop strong partnerships across IT teams acting as a single point of contact for service delivery and project activities for a single client/group of clients

Led local & International Project teams from requirements gathering, planning, Project Plan Development, Project Execution Management, Controlling & Monitoring to complete Projects under the pressure of fast-paced, time-sensitive environments

Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems

Documentation and Asset Management (calculating, managing customer forecast, ordering, issuing, disposal process etc.)

Excellent leadership skills blended with communication, facilitation and decision making skills

Ability to analyze changing situations, evaluate information and to take decisions accordingly

Commitment to success and skilled enough to manage multiple concurrent objectives, projects, groups or activities.

Capacity Management, Windows Management with uptime 99.9%, Backup/restore drill for business continuity plan (BCP), Incident and Problem management with escalations, participation in Change advisory board meetings

Solid interpersonal communication skills along with problem solving & negotiating techniques by having effective interaction with vendors, users, clients and senior management

Decisive, energetic, focused team leader/player to lead high-performing teams through implementing change and improvements.

Keeping customer satisfied with best in class service delivery, escalation management, optimization & Scope management, and third party resources

Flexible & accommodative, able to support diverse workload for routine and new techniques

Management of local and remote teams, resource pool and costs monitoring

Technical Expertise:

Corporate Client Support Project Management ITIL, ITSM, OVSC, HPSD

Infrastructure Support Remote Team leadership Stock & Asset Management

Documentation Help Desk Applications Decision Making

Negotiation Skills Service Level Agreement Stakeholder Management

Conflict Resolution Problem Solving Change Management

PROFESSIONAL EXPERIENCE

Concentrix (Minacs), Ontario Canada Mar 2016 - Present

Current Assignment: Customer Service Representative

As Universal Consumer Relations Representative providing exclusive consumer interface with vehicle owners, service campaigns, vehicle recalls, warranty or extended service contracts, and regional assistance

Hewlett Packard Enterprise (HPE) Nov 2003-Feb 2016

Last Assignment at HP: IT Country Client Delivery Manager

For Corporate Ericsson client responsible for smooth IT Service Delivery, Infrastructure Management, Projects, and IT deskside operation as per Global SLA between HP and Ericsson, Handling, managing, escalating, daily operations and supporting incident management.

Technical Environment: Service Desk, OVSC, HPSD, OVSD, Outlook Emails, Windows Vista & 7, MS Office Suite

Use of time: 30% IT operational Environment management (ITIL Support, Infrastructure Support, Reporting, Communication and Collaboration, Asset Management), 35% Client / Customer Management, 15% Project Management, 20% Local and Remote Team Management,

Projects for Client Ericsson

Managed Services and Pull Print Setup: The project gives the flexibility to users to print from any printing devices configured for pull printing. No management of print queues, no unattended papers, secure printing, print monitoring, and reporting. Managed the Project by collaborating with all stakeholders including customer, backend support teams, procurement, and third party vendors for successful deployment of HP Managed print services across all different offices of Ericsson. Total Project cost is approximate 100K USD.

Ericsson New Countries establishment: Ericsson has opened her presence in different Countries. These new offices were to be built from scratch; required basic IT infrastructure equipment (HP Storage AIO 1600 and 1800 Servers, MSL 4000 Tape Backup Libraries, 9050, 6040 multi-function printers, HP 3400 and 4600 Network Switches, Cisco Routers), SLA support Setup, local HP partners Setup, onsite support, Coordination at all internal and external levels, and documentation. Total Project cost is approximate 150K USD.

End User Hardware Rollout: In several countries, end user computing transformation from HP 6400, 6910, 6930, 2400 series of laptops to the new state of the art ultra slim Folio 9470, and 9480 laptops. More than 2000 users were transformed including basic ends users, middle management, senior management, directors, and VIP users.

Ericsson Offices Move: These Projects involved designing, planning, stakeholders commitment, writing proposals, documenting, handling operational IT equipment (like production servers, backup libraries, LAN Switches, WAN equipment), managing end user and customer expectations, working in stringent timelines with several local, remote, 3rd party teams, timely collaboration, Change management, Execution, and closing.

The project involved the move of more than 20 servers, 10 switches, 15 printers, backup libraries, external MSAs, were to be moved on the agreed weekend.

Windows 7 Rollout: HP Ericsson ran a mass project of migrating end user operating system from windows Vista to Windows 7 and Office 2010. It involved more than 2500 users spread over 16 different countries, backing up their data, migrating the Operating System from Vista to Win 7, restoring data, end user education on using the new Windows, and ensuring that the user has their needed data, printers, and tools to work as routine.

Previous Assignment at HP:

Service Delivery Consultant for Procter and Gamble Client: Responsible for IT Service Delivery, Infrastructure, Projects, maintaining, managing, and controlling the local IT team for P&G. The responsibility domain was spread over supporting 5 offices and 1 Soap manufacturing plant. Successfully handled P&G and HP relationship by meeting SLA Targets, keeping end users satisfied. Managed IT Capital budgets including interaction with local and global suppliers, developed procurement plans and negotiated maintenance contracts with vendors, was accountable for financial control and capital expense forecasts for both countries of P&G.

Projects for P&G Client

P&G Office Expansion: This Project involved writing Statement of Work (SOW), working with the PMO of HP and P&G, planning, change management process, and execution etc. At completion, P&G Office was expanded from a capacity of 50 employees to 200 employees with successful provision and operation of entire IT infrastructure like LAN, WAN, Network Printing, and High Speed Internet facilities.

IT Audit Successfully passed P&G IT Infrastructure Audit with maximum score

Gillette Office IT integration with P&G: This Project involved transition of Gillette IT systems to P&G IT systems while designing and implementation of Data Center, LAN, WAN, and Telephony Services.

Disaster Recovery (DR): Designed and implemented business continuity plans (BCP).

Procter and Gamble July 2000-Oct 2003

Workplace Services (IT) Manager

As Service Delivery Deskside Manager, managed the entire IT Services related to end user, Hardware, Infrastructure, Assets, Change, and Project Management. Direct interaction with clients, internal and external stakeholders, working with local and remote team, ensuring smooth running and operation of agreed IT services

Technical Environment: Local and Remote Helpdesk, Tickets management software, Outlook Emails, Windows 95 & 98, MS Office Suite

Use of time: 25% End use computing issues handling, 10% Escalations, 30% Client Management, 15% Project Management, 15 %ITIL, 5% Reporting

Acted as sole IT person to work with P&G Office move team, to move to P&G new office. Worked to establish the new office with a dedicated Data Center (equipped with servers, Cisco routers), Cat 6 Lucent UTP cabling for more than 200 users, installation of state of the art Ericsson MD110 PABX system with configuration of Cordless Dect Extensions, video conferencing facility, Access control system etc.

Independently rolled out customized O/S (Windows XP based), at P&G Office, with applications and Lotus Notes on more than 150 computers, which includes Compaq Pentium Desktops, IBM, Dell, and HP Laptops at four different locations of P&G.

Improved P&G soap plant Network backbone by installing Fiber Optic cable and intelligent Cisco switches and build redundancy triangle.

EDUCATION & TRAINING

B.S in Electrical Engineering - Oklahoma State University - Stillwater, Oklahoma, U.S.A. May 1995

Project Management

PMP Exam Fast Track Oct 2015 & Jun 2012

Project Management Fundamental, HP Education Services, Feb 2008

Risk Management and Schedule & Cost Control from George Washington University, USA 2005

ITIL Foundation July 2008

ITIL Service Manager HP Education Services June 2008

Microsoft Certified Professional 1998

Awards

Excellence Award --- 2015, 2014, 2013

Blue Star Award – 2011

Miscellaneous Awards during previous years

REFERENCES

Available upon request

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