Manager Employee Relations

Vivek Surana

Location: Mumbai, India Phone: +91-934******* Email: *****.******@*****.***

Information Technology Management

Systems Infrastructure People

A highly skilled and well-seasoned senior level leader in IT Management with More than 18 Years of expertise spanning IT infrastructure management, communications, system operations, service management, Software Development, BPO/KPO and Disaster recovery while evaluating the effectiveness of systems, infrastructure and staffing required to accomplish company’s objectives. MY SUITABILITY

I am an MBA (Information Systems) with overall experience in IT Service Management with best skills in Motivation and team management to produce optimum results.

Hands-on-knowledge & experience in administrating the End User infrastructure devices.

Proficient in conducting the requirement analysis of business operations and fulfilling with great efficiency.

Dexterous in handling IT administration and achieving deliverables within schedule, cost and expectation.

Expertise in Strategic/Tactical planning, Budget Management, Team Building, Program/Policy Development, employee relations, vendor management and outsourcing of IT infrastructure support and cloud services.

An effective communicator with strong team management, analytical and problem-solving skills.

Experience of working in cross-cultural and multi-lingual environment. TECHNICAL SKILLS

Skill Set : Virtualization, System Administration, Networking & Automation (RPA)

Hardware : Dell, HP, IBM, NetApp, Cisco, EMC & Sun

Scripting : VBscript & MOSEL.

Microsoft Servers : Win NT – 2000/2003/2008, Active Directory, Exchange – 2003/2010/2012.

IT Security Management : SCCM, Symantec, McAfee, SCOM 2012, SOTI (MDM), Force Point(DLP), ITP (ObserveIT&Veriato)

Multimedia : All Adobe products, QTVR, Morphing, Animations and 3D.

ERP : SAP, MS Dynamics, Business Pointers & Oracle EBS

Backup : EMC Avamar, Rubrik

Domain Experience : Software Services, Media, Analytics, BPO, ISP, ITES, Trading & Logistics etc.

Cloud : AWS, O365

PROFESSIONAL EXPERIENCE

Mar’ 2019 to Till date -> Working with TicVic Networks Pvt. Ltd., Mumbai as a General Manager – IT

(reporting to Founder) handling the Delivery of Overall IT Services & Support for both Internal and client engagements across the world, leading an overall team with core IT infrastructure, security, Software Development & support services managing customer engagements.

Aug’ 2015 to Feb 2019 -> Worked with ITC Infotech Ltd., Bangalore as a Program Manager –IT Infrastructure Service Delivery Management (reporting to VP-IT) handling the Delivery of complete IT infrastructure Management & Support for multi-million dollar client engagements across the world, leading an overall team with core IT infrastructure and project management resources managing Service Desk, End user Computing, Engineering, Application support, DB, EBS, Network and Security, DevOps and Cloud Services.

Nov’ 2011 to Aug' 2015 -> Worked with hibu India Pvt. Ltd., Bangalore as a Senior Manager-IT (reporting to India CIO) handling the complete IT infrastructure for Bangalore, Hyderabad and Manila, leading a team with core IT infrastructure resources managing Service Desk, Clients infrastructure, Engineering, Data Center, Vendor management, Asset management and Application support. Vivek Surana

Location: Mumbai, India Phone: +91-934******* Email: *****.******@*****.***

Dec’ 2006 to Oct’ 2011 -> Worked with Fair Isaac India Software Private Limited, Bangalore as an Associate Manager (reporting to Sr. IT Manager) for the pilot batch of Internal IT Service Desk & Product Support, supervising technical support ( Workstation & IT Infrastructure management ) for Employees & Providing support for Products sold to clients worldwide developed by the company.

Feb’ 2006 to Dec’ 2006 -> Worked with Dell International Services ( DIS ), Bangalore as a Technical Support Expert (reporting to Team Lead) for a process called Dell-Chat, Providing technical support ( Hardware, Software & Wireless ) for Inspirons, Latitudes and XPS Portables.

Oct’ 2005 to Feb’2006 -> Worked with Mphasis Limited, Bangalore as a Technical support Executive

(reporting to Team Lead) for a process called EarthLink, providing technical support ( Hardware & Software ) for ISP

Jan’ 2004 to Jun’ 2005 -> Worked with Wipro Spectramind Services Pvt. Ltd., Delhi & Kolkata as a Technical Facilitator (reporting to Team Lead ) for a process called Dell-Voice, Providing technical support ( Hardware & Software ) and Managing a team of 10-18 Agents.

Apr’ 2002 to Oct’ 2003 -> Worked with Resonance Technologies Pvt. Ltd., Hyderabad as a Business Development Officer (reporting to IT & Marketing Manager) with job roles as providing technical support for US customers and outbound sales of ERP solutions.

MAJOR FUNCTIONS HANDLED:

Involved in Strategic & Tactical IT Infrastructure Planning, IT Project Management. Budgeting & Cost Optimization, Data Center Operations, IT Security, Vendor Management, Remote Infrastructure Management, Techno-Commercial Negotiations and Help desk management using ITIL Framework and Agile Model.

Proficient in end-to-end IT planning and implementation from scope management to activity sequencing, effort & cost estimation to quality management in adherence to guidelines.

Performance management reviews and appraisals for IT staff.

Maintaining inventory of deployable assets and IT equipment. Interact with internal and global employees via calls, email, Video Conferencing, etc. providing support and problems solving abilities. Manage activities & personnel associated with providing IT services to internal global employees & Clients.

Regularly interface with customers & senior management for regular delivery reviews.

Develop strategic direction for the information systems plan including technology deployment plans and departmental budgets

Provide task leadership to assigned staff including development & implementation of training priorities to ensure developmental staff maintains current technical/customer skill set. Create operational policies, procedures, standards, guidelines and best practices.

Oversee coordination with US/EU & UAE onsite IT support & various third part service providers.

Lead teams to achieve high % availability, first time problem resolution, individual & team customer satisfaction rating, SLA achievements, IT uptime and quality of work.

Working on Various global Network reconciliation management projects, Central access management system and Management of DRP (Disaster Recovery Plan) for the IT infrastructure.

Create and maintain a catalogue of available services. Diagnose service delivery problems and initiate actions to maintain or improve service levels.

Establish and maintain operational methods, procedures and facilities in assigned area of responsibility and review them regularly for effectiveness and efficiency.

SOW and RFP management

Negotiating with vendors based on outsourcing projects/processes and contracting resources.

Assess and ideate new innovative technologies, mission critical systems, security, communications and business continuity.

ACHIEVEMENTS:

Implemented various Projects related IT Security, Applications, Migrations and Infrastructure management.

Won Achiever of the month twice for formulating, implementing, streamlining and ensuring continual improvements of processes and procedures through appropriate documentation in overall Project Deliveries. Also won Accolades from the clients in ITC.

Vivek Surana

Location: Mumbai, India Phone: +91-934******* Email: *****.******@*****.***

Achieved best performance award for a quarter in the IT department for achievements in various IT projects in hibu.

Complete Project Management of SCCM 2012, SCOM 2012, O365, Lync 2013, SNOW, HP Service Manager, Adobe Suite of applications, hardware refreshes and many other deployment & Implementations in hibu.

Spear headed hibu’s initiative in outsourcing complete IT support from Bangalore, Hyderabad and Manila.

Been a Project Manager for a Dell Tech refresh Project (Upgrading old computers with new ones with minimal impact to end users) and been responsible in deploying almost 500 Laptops in FAIR ISAAC.

Won spot Awards for my excellence in handling the team, training new hires, performance management, manpower management and Incident Management in FAIRISAAC.

Won the award for the best technical troubleshooting & best overall contact for a fortnight in June & July 2006 in the whole site in DELL.

EDUATION DETAILS

DEGREE UNI/BOARD COLLEGE/SCHOOL PASS YEAR PERC./GR. MBA [Info. Systems] Kensington Inst. Of Comp. & Buss. Mgt. 2002 A B.Sc. [Compt.Tech.] Madras K.S.R. College of Technology 1999 75 HSC [Sci. & Comp.] TamilNadu Siddhartha Hr. Sec. School 1996 84 SSC TamilNadu Siddhartha Hr. Sec. School 1994 84

PROFESSIONAL CERTIFICATIONS & TRAININGS

Professional training on MOSEL language to write codes in Analytics, Modeling, optimization and decision making algorithms.

Completed Certification Program in General Management from IIM, Lucknow in January 2009

ITIL® V3 Foundation from EXIN / Quint, Bangalore with an aggregate of 92.5 % in January 2009.

Dual Diploma in Multimedia and Web Engineering at Arena Multimedia, Hyderabad with an aggregate more than 80% during 1999-2000.

Completed professional training on PMP.

Completed training on Windows 7 advanced troubleshooting and Software Packaging.

Been a part of various Social/Team management Sessions and Management events. Also completed training in Social Engineering.

Attended various Bullet Proof Management Seminars. PERSONAL PROFILE

Name : Vivek Surana

DOB : 26.10.1978

Languages Known : English, Hindi, Rajasthani and Tamil

Marital Status : Married

HOBBIES & INTERESTS

Communicating with different people effectively and efficiently.

Keeping abreast with latest technologies and trends.

Playing all Kind of Games, Traveling and Music.

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