Project Manager Service Delivery

NISHANTKUMAR NAIK

Email: ********@*****.*** Address: 5276 Wellsley Bnd Alpharetta Georgia 30005 Mobile Phone: 470-***-****

OBJECTIVE

Serve as a catalyst for change and improve operational efficiencies by collaborating with cross-functional teams and executing strategic program goals. Communicate and align client business objectives while leveraging managerial and technical expertise to deliver efficient IT solutions. Utilize extensive experience in systems, network infrastructure, IT security & collaboration technologies to provide a competitive edge to the company and drive progressive change.

AREAS OF EXPERTISE

Results-driven IT Service Delivery, Program Management, Operations, and Project Manager with a proven track record of delivering successful projects on time and within budget. Adept at leading cross-functional teams and implementing innovative solutions to drive operational efficiency. Skilled in developing and executing strategic plans to align IT initiatives with business goals. Proven ability to thrive in fast-paced environments and manage multiple projects simultaneously. Seeking to leverage my expertise in Program Management and Operations to drive continuous improvement and deliver exceptional results. Strengths also include:

Cross-Functional Leadership

Interpersonal Communication

Communication Planning

Performance Improvement

Consulting Engagements

Work Flow Optimization

Project Management

Advance Technologies

Client Development

Strategic Planning

Business Development

Team Leadership

Financial Analysis

Program Planning

Service Delivery

PROFESSIONAL EXPERIENCE

Holcim Services South Asia (Sept 2016 – Mar 2023)

Projects Delivery Manager - Global Network & Communications

Spearhead the planning and execution of multimillion-dollar IT infrastructure projects, ensuring alignment with organizational

Objectives, IT strategy & stakeholder expectations.

Successfully managed the end-to-end seamless delivery of complex IT projects including infrastructure upgrades, Data Center

Migrations, WAN re-architecture (1100 sites across 5 countries), LAN re-design (200 sites - Network Switches, Routers,

Firewalls), Video Conference Transformation (upgrade-105 VC devices from Cisco to Polycom), Laptops Encryption Project

(5000 Laptops using Microsoft BitLocker Technology) & multiple process improvement projects with a team of 12 direct reports.

Managed vendor relationships, led the preparation and evaluation of RFPs, conducted in-depth financial analysis, and ensuring

compliance with security standards. Adept at gathering technical contractual requirements, providing financial insights for vendor

selection, and supporting negotiations across Supply Chain, Legal, and Finance. Proven track record in overseeing contract

governance, service level management, quality assurance, and generating executive-level reporting on contract renewals and

cost savings statistics.

Collaborate with cross-functional teams, including procurement & business stakeholders (CFO & BOD) for alignment

of project scope, timelines, budgeting, and planning resource requirements including working with internal and external auditors.

Mitigate risks by conducting comprehensive risk assessments and developing effective risk mitigation strategies.

Proficient in end-to-end project management, coordinating and delivering complex technology projects involving multiple teams

& stakeholders. Ensures projects meet client expectations in functionality, quality, timeline, and cost as per PMO framework.

Employ methodologies to streamline project delivery, resulting in a 20% increase in project completion efficiency.

Received accolades for orchestrating a migration initiative, transitioning 100 users from Windows 7 to Windows 10 while

concurrently upgrading Windows Server 2012 to Windows Server 2016, and implemented Network Attached Storage (NAS).

Subject Matter Expertise (SME) in collaboration platforms (Zoom, Teams, Webex, Meet & Cisco CUCM) and

Managing Public Domains Names & Public DNS Management.

Strong expertise in process design, documentation, communication, and technical knowledge enabling effective management

of project deliverables, timelines, reporting, and internal and external audit compliance with enterprise standards.

Tata Communications Ltd (Dec 2014 – Sept 2016)

Sr. Manager - Customer Service Operations

As an accomplished Service Manager at Tata Communications, successfully handled 13 high-revenue external customers, generating $10 million in revenue.

By driving cost-saving initiatives, I saved customers $25,000 and earned recognition for achieving high customer adoption

of the NGP Portal. My dedication earned me praise from senior management and a customer testimonial, a first for the team.

Prioritize customer service by conducting monthly face-to-face reviews, governance meetings & maintaining inventory. Consistently gather feedback, appreciation, and references while measuring customer satisfaction to enhance services.

Collaborating with internal stakeholders, Engaging in cost-saving projects, and efficiently managing customer escalations

along with SLA reconciliations.

My expertise extends to assisting the Sales Team with RFPs, investigating and solving complex customer problems &

offering support and introductions to new products and services. I actively share experiences with other managers to

improve customer service across the board.

Future Group (Dec 2006 – Dec 2014)

Network, Security & IT Infrastructure Projects Management

In my role as Network and Security Project Manager, achieved notable successes, such as designing and implementing the network infrastructure for the T24 Mobile Phone Service Project and saving costs by introducing a centralized proxy for 5000 users.

Received awards for Data Center Migration and implementing APNIC IP Addressing.

As a manager, my responsibilities included overseeing a team of 10 engineers & for pan India locations, managing IT infrastructure projects, and handling MPLS links with multiple service providers.

Conducted periodic reviews, designed network solutions for new applications, and managed technical and management escalations.

Proficient in ITIL-certified process governance with expertise in setting up and unifying Incident, Problem, and Change processes. Strong stakeholder management and negotiation skills for implementing effective processes across multiple companies.

Some notable projects managed were the Merger & Demerger Infrastructure Migration, PCI-DSS, Wireless Infrastructure,

T24 (Future Mobile), Internet Proxy, and Microsoft AD Centralization & VLAN re-architecture.

Overall demonstrated strong leadership in network and security management, consistently delivering successful

outcomes in complex projects.

Experienced in the full transition lifecycle of processes, from design to execution and handover to operations, while ensuring

a deep understanding of SLA frameworks and internal OLA establishment for team efficiency.

Received commendation from management for delivering projects ahead of schedule and exceeding expectations.

Johnson & Johnson (J&J) (Oct 2005 – Dec 2006)

IT Administrator

Managed Lease Line to MPLS Migration Project, successfully migrating 62 Lease Lines in 45 days. Oversaw testing, installation, and configuration of modems and Cisco routers. Monitored Lease Lines, fail-safe systems, and data backup schedules.

Managed team for OS issues debugging, network monitoring, and tuning system parameters to increase performance.

Handled Active Directory (AD) users and Microsoft Exchange mailbox tasks while providing user support.

Vagus Infocom Services Pvt. Ltd (BPO) (Oct 2004 – Oct 2005)

Network Administrator

Network setup, security implementation, and communication link maintenance (Internet Lease circuits & IPLC).

Network administration, security implementation, and fail-safe system management.

Troubleshooting network and system issues, providing user support, and ensuring ISO 9001 implementation & compliance.

Documentation, reporting, and SQL database maintenance, with optimal IT process alignment.

Computorium (IT Consultancy Services) (Oct 2001 – Oct 2004)

Co-Founder

Spearheading a 10-member support team, overseeing call tracking, and evaluating service quality for optimal customer satisfaction.

Orchestrating network deployments, offering backup support, and resolving technical issues, managing presales analysis and

post-sales deployment for networking solutions, with a focus on improving service team efficiency and complaint response time.

EDUCATION

Maharaja Sayajirao University of Baroda - Bachelor of Commerce June – 2001

CERTIFICATIONS TRAININGS

Microsoft Certified Azure Fundamentals

ITIL V3

Certified Data Center Professional (CDCP)

Microsoft Certified Professional (MCP)

AWS – Solutions Architect

Six Sigma Green Belt

Cisco CCNA

TECHNICAL SKILLS

Network & Security

Cisco Networking, Security, Wireless & SDWAN - Meraki & Fortinet

Software/Tools

Microsoft - Word, Excel, PowerPoint, Outlook, Teams, OneDrive, SharePoint, Visio & Project

Google – Docs, Sheets, Slides, Drive & Meet

Network Monitoring Tools (NMS) - Manage Engine & SolarWinds

Applications - ServiceNow, BMC Remedy, SAP, Salesforce, Tally ERP, SuccessFactors & Workday

Technologies

Collaboration

Cloud

Operating Systems

Microsoft AD, DNS, DHCP, Terminal Services, Hyper-V, Exchange, MPLS, P2P, ILL & WAN Links

Zoom, WebEx, Google Meet, Teams, Cisco-CUCM, Polycom & Logitech

AWS, Azure, Google Workspace & Microsoft 365

Windows Server 2000 to Server 2019 & Windows 95 to Windows 11

REFERENCES

Provided on request.

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