Manager Service

Gopalakrishnan N

G-*, Sri Manikanda Vilas, Door No. 3, 22nd Street, Nehru Colony, Nanganallur, Chennai – 600 061 *****.*****@*****.*** / +91-638**-*****

Summary

Results-Oriented accomplished professional with 20+ years of experience in IT Infrastructure management Service Delivery.

Strong in design and Implementation of LAN, WAN & IT System Security Policy design & Implementation.

Onsite Service Delivery Head experience with Murugappa Group Companies CUMI, Cholamandalam MS General Insurance, Cholamandalam Investment and Finance Co, EID Parry, Parry Agro, Coramandel Fertilizers Limited etc & Non-Murugappa Group Companies such as Atyati, Taqutec, Veritas Finance, Equitas Small Finance Bank etc.

Technical Domain Experience : PC & Compatibles, Compaq, HP, HCL, CISCO, EPSON, Synoptic with knowledge of troubleshooting hardware problems. Data Center Operations experience in handling private cloud servers, VM’s. Having hands on experience and installation in CISCO Routers 1600, 2500 & 2600, CISCO Switches 1800, 2500.

Management Skills: Tracking and Control of Schedule & Cost, Escalation Management, Project Governance, Profit & Loss ownership, Communication Management, Resource Management, On-site/Off-shore team management, Vendor Management, Capacity Planning, Risk analysis and contingency Management

Industry/Domain Expertise: Manufacturing & Financial Sector to handle end to end IT service delivery.

IT Infrastructure Management Experience

In-depth experience executing complex Networks, implementation and support Infrastructure projects (kick-off) to closure

Understand and mapping customer vision on Infrastructure objectives and enabling the team to see the broader picture of the delivery

Organizing and facilitating stakeholders – customer management, business process analysts, end users, technical engineers, data migration experts.

Creating Project Plan, creating and maintaining project schedule.

Identifying project metrics, analyze and develop recommendations for better performance

Effort estimation, budgeting, budget management, Profit & Loss

Identify risks, prepare risk assessment document, risk prioritization, risk mitigation, issue prioritization, issue resolution

Manage change requests thereby managing client expectations and also ensuring project quality, schedule and budget

Managing multiple projects simultaneously with geographically spread resources of cross-functional teams

Effectively managing on-site/off-site teams.

Creating project governance, escalation hierarchy, communication plan

Human Resource planning, ramp up – ramp down as per customer phase, maintaining healthy bulge mix (pyramid)

Team coaching, mentoring, escalation handling, talent retention

Career Snapshot

Net Access India Limited (Senior Manager – ITIMS)

ITIMS Service Delivery Manager Net Access, Chennai (Oct 2004 – Feb 2019)

Guided All Net Access Customers Project Leaders from proposal and technical planning through installation and diagnostic testing of proprietary connection.

In-charge of Data Center for Murugappa Group which is having 73 servers located in Chennai during 2004-06.

Mail Servers Exchange 5.5, Exchange 2000, Exchange 2003 and Linux Based Squril Mail.

Senior Level providing technical direction and management for all branches and head office. Direct effective utilization of support center resources and systems to provide state of art, high-quality service. Create and execute strategies to increase operational efficiency and improve staff performance.

Provide on-line support to troubleshoot and resolve complex technical and service delivery problems. Explored, identified and implemented cost effective solutions to meet a diversity of challenging business needs. Executed strategies to facilitate increased productivity and improved user satisfaction.

Understanding the customer needs of the three different customer groups

Facilitating requirements workshops and Training to team to ensure customer delivery.

Escalation handling, Issue resolution

Change Management: Estimation, Scheduling and costing of change, change representation in CCB

Bi-weekly meetings with Project Leader on progress, issues and blockers

Monthly Management Governance Meeting with customer

Vendor contract management

Status reporting and communication to stakeholders

Prior to Net Access – Murugappa Group

Pepsi Co India Holding Limited - Coimbatore (IT Executive) Nov 2000 – Feb 2004

BTR Motherson Automotive Pvt. Ltd. – Chennai (IT Consultant) May 1999 – Oct 2000

Essjay International Pvt. Ltd – Mumbai (EDP Manager) May 1996 – Apr 1999

New Standard Engineering Co. Ltd. – Mumbai (EDP Executive) Dec 1994 – Apr 1996

Education

Manonmaniam Sundaranar University (http://www.msuniv.ac.in/) India

Bachelor of Science in Mathematics, 1994

National Institute of Information Technology (http://www.niit.com) India

Honors Diploma In System Management, 1995

BDPS Computer Education (http://bdps.net/) India

Diploma In Hardware Engineering & Networking, 1996

Computer Software College India

Diploma In Advance Software Technology, 1998

SSI Limited (http://www.ssi-iteducation.com/) India

Diploma In SQL Server Administration, 2001

CISCO Limited (https://www.cisco.com/) USA

CCNA, 2003

Personal Details

Date of Birth : 22-05-1973

Passport No : S 9523282

Marital Status : Married

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