Program Manager It Support

Jignesh Dave

Senior Leadership Technology & Operations Program Manager

Strategy Implementation Transformation

Kendall Park, NJ ● ********@*****.*** ● 404-***-**** ● http://linkedin.com/in/jignesh-dave-a2b5949a

Professional Profile

Senior technology leader with over 20 years of experience in IT, skilled at identifying optimal solutions to complex problems while successfully guiding teams through significant changes and transformations. Proven ability to visualize end goals, organize resources, and achieve impactful results in fast-paced, ever-changing environments.

Accomplished in driving multiple parallel initiatives, planning, and tracking projects against key milestones. Demonstrated expertise in leveraging technology and business acumen to define strategy, embed change, and lead successful implementations. Effectively collaborates across all functions of an organization and with dispersed teams.

Key Qualifications

Career Highlights

Instrumental in orchestrating a multibillion-dollar globalization program, delivering IT services to Randstad group companies. This transformation program was one of the most ambitious public cloud migrations to date, setting a global benchmark for high-profile companies including TCS (Tata Company), AWS, Google Cloud, Cisco, and British Telecom (BT).

Led a 105-member team across three local and global partners to migrate all company infrastructure and networks to a public cloud with Amazon and Google within 18 months. This initiative rationalized and centralized infrastructure support offshore.

Oversaw a program delivering 450+ live migrations of business applications to AWS & GCP solutions and migrated 700+ offices to a cloud-based network solution using Cisco Meraki kit.

Key player in orchestrating a multimillion-dollar M&A global transformation program, delivering IT services to Legrand NA.

Professional Experience

Randstad North America, Atlanta, GA

Senior Director, IT Support Services – 07/2023 – Present

Facilitate a seamless customer experience and ensure the efficient delivery of technology solutions, services, and user

support across the Americas. Successfully led the transition from Windows 10 to Windows 11 and managed a hardware

refresh project involving over 8,000 endpoint devices, optimizing IT support and reducing costs for Randstad North

America. Manage support and services for complex projects and organizations, delivering high-value global initiatives that

enhance operational excellence.

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Developed and implemented comprehensive project and business plans aligned with organizational goals, driving continuous improvement initiatives and ensuring compliance with Randstad SLA guidelines for customer service levels and ITSM metrics.

Recruited, managed, and trained direct reporting staff, fostering a high-performance team culture and overseeing the performance development of Team Managers and Leads in a collaborative environment.

Directed the creation and presentation of proposals and RFP responses, ensuring timely, accurate, and competitive pricing while maximizing cost savings.

Planned and managed Service Interruption Management (SIM) communications to maintain awareness of corporate direction and strategic initiatives, while controlling departmental expenses to optimize resource allocation.

Oversaw administration and reporting for key Support Service Enterprise systems, including Ivanti, Sailpoint, and Yellow AI, and stayed informed on market trends to drive strategic decision-making.

Led technology upgrade projects, including a hardware refresh and migration to Windows 11, resulting in a 30% cost savings while maintaining service levels.

Developed key performance indicators (KPIs) to monitor team performance and foster a culture of continuous improvement, increasing customer satisfaction scores by 10% and reducing response times by 3%.

Collaborated with cross-functional teams to enhance product offerings and customer experience, presenting at customer and internal meetings to promote service branding.

Birlasoft, Edison, NJ

Senior Program manager / Senior IT Manager – USA, Legrand NA 09/2022- 07/2023

Ensure the seamless delivery of technology solutions, services, and user support globally. Led Azure global cloud migration & transformation program to streamline IT infrastructure support and reduce IT costs for Legrand USA. Successfully migrated three data centers and over 100 legacy applications to Azure cloud Platform in 8 months. Responsible for service and support across complex projects and organizations, delivering high-value global initiatives.

Scope and scale of project included: China, United Kingdom, France, Canada, Continental US,

Oversee the delivery of synergies planned for the workstreams, including consolidation of systems, footprint, vendors, and contracts.

Migrated 100+ applications from a traditional data center to Azure Cloud Solutions.

Managed day-to-day operations for complex multi-disciplinary program and optimized offshore service delivery teams.

Responsible for leading all communications to Project & delivery teams and to C level executives both internationally and domestically to forecast needs and eliminate roadblocks ensuring on time program delivery.

Oversight and direction of administration of Server Systems, Data Storage systems (SANs), Server Virtualization, Back-Up systems, and Cloud services

Responsible for developing domain migration/consolidation strategy and execution plans and runbook.

Developed IT Disaster Recovery Plan and Technology Continuity Plan for Networks and Systems.

Tata Consultancy Services, Edison, NJ

Program manager / Senior IT Manager – USA, Randstad NV 10/2016- 09/2022

Ensure the seamless delivery of technology solutions, services, and user support through the Americas. Led AWS global cloud migration & transformation program to streamline IT infrastructure support and reduce IT costs for Randstad USA. Migrated two data centers and 75+ legacy applications to Amazon Web Services and Google Cloud Platform in 18 months. Responsible for decommissioning legacy data centers and MPLS backbone networks, saving the company millions annually. Responsible for service and support across complex projects and organizations through the delivery of high-value global initiative. Conduct executive business reviews and presentations at C-levels globally. Managed Key Initiatives globally as the business transitioned to a Software as a Service platform.

Scope and scale of project included: Canada, Continental US, and Latam

Migrated 450+ applications from a traditional data center to Cloud Solutions with both AWS and Google Cloud.

Managed day-to-day operations for complex multi-disciplinary program and optimized onshore and offshore service delivery teams.

Responsible for leading all communications to service delivery teams and to C level executives both internationally and domestically to forecast needs and eliminate roadblocks ensuring on time program delivery.

Improved team efficiencies and support processes, resulting in 45% improvement in key support metrics

oversight and direction of administration of Server Systems, Data Storage systems (SANs), Server Virtualization, Back-Up systems, and Cloud services

Developed IT Disaster Recovery Plan and Technology Continuity Plan for Networks and Systems.

Collectively saved company over 50% in multiple Wintel technology contract renewals.

Global leader for best practice for process and procedures definition and implementation across the globe.

New York Life Insurance Co, New York, NY

Senior IT Manager, 10/2001 – 07/2016

Responsible for leading the company’s Support services, Desktop Support services and Wintel & Virtualization Platform services to ensure scalable high-performance infrastructure was readily available to meet the ever-increasing business demands

Led multi-million transformation project of Hardware refresh across 177 General and Sales Offices.

Led various technology and process consolidation initiatives to mitigate and manage the gaps between IT and Business

Define and implemented DevOps process which reduced the Hardware acquisition to Business ready Infrastructure availability from 30 days to 3 Days

Infrastructure transformation project reduced 80% of Physical Servers

Developed IT Disaster Recovery Plan and Technology Continuity Plan for Networks and Infrastructure Systems

Led implementation of enterprise level solution (SCCM) to manage and deployment Endpoint devices.

Led and implemented centrally managed patch deployment solution (Lumension)

Implemented Group Policy in accordance to company’s security guideline

Implemented major incident management system and procedure to notify Relevant stakeholders and leadership

Technical Skills

Hardware Experience: HP Intel and AMD based HP enterprise class Servers; HP, Dell & Lenovo Workstation and Laptops: Dell Intel-based Servers; EMC and Clariion SAN Storage; FC HBAs, Cisco Switches and Routers.

Application and OS Feature Experience: VMware ESX/ESXI 3.5/4x/5x/6.0 Enterprise solutions; Windows Servers 2000 – 2019; Windows7 – Windows 10 Pro, Symantec Backup Exec 9x/11D; Symantec Netback up 6x/7.6; Symantec Backup exec system Recovery 2008/2010; DNS; WINS; DHCP; IIS 6.0/7.0/7.5; Norton AV Corporate; Symantec Endpoint Protection; McAfee; TrendMicro, Crowdstrike Complete; EMC Power Path; VERITAS Volume Manager; Altiris Deployment; Lumension; Splunk; Rapid7(IVM)

Network Protocols and Topologies: LAN/WAN; TCP/IP; IPS/SPX; Fiber; VPN; PKI; PGP; DHCP; WINS; DNS; LDAP; Wireless (802.11a/b/g); SMTP; SNMP; Ethernet; VLAN

EDUCATION & TECHNICAL TRAINING

DEVRY INSTITUTE OF TECHNOLOGY, North Brunswick NJ

Computer Information System 1994

VMware Certified Associate – Data Center Virtualization

HDI Certified Help Desk Team Lead & Help Desk Professional

Completed Official VMware vSphere 6.0 Fast track Install, Configure and Manage Course

Completed Official VMware vCenter Site Recovery Manager, Install Configure and Manage Course

Completed Official Microsoft PowerShell for Administrator/ Instructor lead Course

Budgeting & Resource Management

Business Process Improvement

Business Transformation

Business Requirements

Client Management

Security & Compliance Management

Project Management

Professional Services (MSP)

Strategic Initiatives

Technology Lifecycle Management

Vendor Management

Customer Satisfaction

Compliance Management

Cross-Functional & Multi-regional Team Management

Cloud Computing (AWS, GCP)

Process Improvement & Optimization

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