ANJOUM SIROHHI

CAREER SNAPSHOT

I have worked in various Industry Verticals with 18+ Years of Professional experience in which 9+ Years expr in IT & Client Servicing, Operations Management, Process Management, Schedule Management, Team Management in the IT Industry Etc. Presently Working as Infrastructure Systems Analyst L3 (Global Group IT Infrastructure) with a UK Based MNC’s Mumbai, India Branch. Currently working in and mentoring a team of L1 Engineers in India and L2 in UK.

Implementing New Technologies and Projects related to IT and as per Client requirements,Client Servicing and implementing the projects through ITIL and other methodologies and handling International Vendor Management Worldwide and Asia Pacific .Also part of the Management Team taking decisions for new technology implementations and handling External Client Relations for worldwide offices, I also handle Security Incidents, Threat Responses, Cyber Security Investigation issues,Compliances,System Administrations, Network Monitoring using PRTG Server, SharePoint with MS SharePoint 2010 issues within the company IT and if reported by third party clients across the globe by co-coordinating with various teams.

Areas of Expertise

Client Servicing

Assisted Clients worldwide with various implementations of projects on Technical aspects, attending conference calls with clients worldwide, understanding client requirements, Plan layouts, Budgeting, Implementing etc.,

Project Management Planning and analyzing entire IT operations along with establishing of short / long term budgets for the preparation of IT blueprint for the organization.

Implementing IT project plans within budgets and designing the complete infrastructure.

Managing process vision & design, enhancement strategy and transition strategy.

Overseeing ITIL Process including Asset Management, Service Level Management, Issues Management, Configuration Management, Risk Management, Scope Change Management, Communications Management, Release Level Management, etc.

I also handle ISR (Information & Security) Security Incidents, Threat Responses, Cyber Security Investigation issues, Compliances, System Administrations within the company IT and if reported by third party clients across the globe by co-coordinating with various teams.

Infrastructure Development Addressing infrastructure requirements for the growing business needs. Handling all L-3 Issues and escalations from L-1/2/3.for example, Server related issues, also monitoring entire network through monitoring tool PRTG Monitor spanning all servers, DC’s VM’s Infrastructure Mobile Device Management etc.

~ PROFICIENCY FORTE ~

IT Service Management: Ensuring the best possible levels of Service Quality and availability are maintained through constant review, feedback and documentation mechanism. Act as an interface between Service Delivery Managers and respective Account Leads & Project Managers.

Service Desk Operations Management: Process Definition for Incident/Problem management by mapping client requirement and on-going issues. Coordinating & implementing and processes in line with the guidelines specified by the client. Chairing Conference and meetings for Service Reviews.

Capacity Management: Understanding the demands being made currently on both network & server front, predicting changes over time, to address the capacity requirement proactively. Working with tools like OP Manager & Net flow Analyzer for matching the requirements on a periodic basis.

Customer Relationship Management: Resolving operational issues as well as implementing new process & procedural changes. Maintaining cordial relations with customers to sustain the profitability of the business. Handling customer grievances and resolving issues.

Quality Operations: Ensuring a high-quality customer experience, elevating customer satisfaction, while adhering to the quality standards and work processes and thus managing cost-effective operations.

People Management, Training & Development: Promoting a spirit of cooperation between team members. Creating and developing a positive working environment to enhance productivity through personal impact by way of devotionals & team meetings.

Performance Management: Using Goal setting tools like S.M.A.R.T. and Hosting Planning, applying top-down approach to meet customer expectations and ensuring Service Delivery according to agrees SOW & SLA.

~ PROFESSIONAL DOMAIN SKILL SET ~

IT Infrastructure Management

Complete Hardware/Software support.

MS SharePoint Management for Documentation

Antivirus Management.

Network Management.

Incident/Problem Management

ITIL Best practice implementation

Helpdesk Operations Management.

Windows Server Environment

Handling Exchange, Active Directory, Making New Users, Permissions Etc.

Configuring Active Directory and issues related to Exchange 2010/2019.

Working on Cisco VPN/Palo Alto VPN technologies, Cisco Meraki

Citrix XenDesk/VDI/VDI Director Management & managing VDI Servers.

Global Technical Support Helpdesk

Complete Support for Information Technology

Level 1, Level 2 & Level 3 Escalation Desk and all Infrastructure Escalations Emails & calls

Client Escalations:

My profile is not limited to L3 Support, at times I must be involved with external clients like Pirelli, Harrods, and DSP etc. who are spread worldwide, and I am on their Calls/Conference Calls, Emails etc. to sort or evaluate any technical or any External Communications issues arising from ongoing Projects or Services being used by them.

Project Management:

I am also involved in the Project Management where I design a Solution Design Document depending upon the Client Requirements this can be both External Clients and Internal Clients (Company Users/Senior Management etc.) that could be Technical in presentation terms and then the cost approval is done for the final phase of the project which is from start till the end of the project, hence covering the Entire Project Cycle.

Head Office -Client Visit:

I have been to United Kingdom, Leatherhead for 2 weeks to attend Technical Know-how, Knowledge Transfer & Training sessions for Data Centers Technologies & learning about latest Technologies being used & Implemented by the Head office globally on a worldwide basis.

Work Experience

Since OCT'08 Systems Analyst – L3 Global Group IT Infrastructure with UK Based Company’s Mumbai, India Branch

Job Profile

Complete IT infrastructure requirements management, Disaster Recovery Centre Design and Management for business organizations in different domains.

Mentoring Project leaders within span of control for ramping up along the performance curve through one-o-one skips and appraisal reviews.

Responsibility for delivery of all projects in terms of meeting the defined SLAs, Vendor Management and 24x5 Operations Management.

Handling Complete IT Infrastructure and implementation on a worldwide basis with the help Senior Infrastructure Team Leader and Global Head of IT & 4 Senior L3/Project Implementation Engineers Respectively Ensuring process adherence and continuous improvement through implementation of ITIL best practices as applicable on different projects.

Implementing Data Centre Management framework / standards, ensuring high uptime of setup through Managing mission critical real time applications in high availability mode

Focus on Productivity, ROI and TCO for all systems through a quality conscious approach.

Bringing uniformity in service delivery across all supported Managed Service customers through implementing quality procedures, process & documentation methodology.

Planning, strategizing and overseeing the selection and maintenance of appropriate software, hardware and network technologies.

Liaison with vendors of hardware, software and Internet service providers. Counselling the top management of customers about the road map in Information Technology.

Handling International Vendor Management for the Worldwide Offices and in Asia Pacific with Multiple Vendors and Team Sites.

Currently part of the On-Going Cross Skills Training for Application SaaS based support for another department as well and support them on a worldwide basis.

Work on Weekends if any Maintenance or Server Patching Activity Schedule.

Aug '07 - Oct'08 Senior Technical Support with Bank of America, Mumbai

Job Profile

Worked as a Senior Associate in Formerly CFC Countrywide International which Bank Of America now for the internal IT helpdesk for internal CFC employees(Now Bank Of America) worldwide since August,2007 supporting LAN,WAN, Basic Networking issues, PDA's basic support, including Citrix server environment and a host of other servers related to business applications in the company, Controlling span of 24*7 support and customers all over the world and to IT helpdesk for a Business organization maintaining around 50-65 internal departments through various sites etc. Also Helped in establishing an Off-Shore Site in India Operations in Hyderabad & mentored the team of support engineers taking calls & handling technical issues and helped them in maintaining the Team and Site SLA’s etc.

Feb '06 - Aug'07 Help Desk Engineer with Stream International Ltd, Mumbai

Job Profile

Worked as a Senior C.R.A for Stream International in Technical support for HP printers and Complete troubleshooting for the B2B customers, also handled technical Interviews, Training the new Teams for the Production (Operations) Floor, worked with British Telecom Team along with HP Teams and co-coordinating with them in U.K, have worked in all the 3 major areas I; E: U.S, U.K and AUSTRALIAN markets, respectively.

Nov '03 - Feb'06 Support Help Desk with SITEL India Pvt Ltd, Mumbai

Job Profile

Worked as a Customer Service Professional in SITEL INDIA Pvt Ltd in AOL US WINTECH VOICE and MACTECH for MACINTOSH PC'S project providing technical support. for 13months and worked for Dell and Gateway Computers, providing hardware technical support for Higher End Desktops and Laptops to U.S customers as well.

Nov '01 - Nov'03 Guest Service Associate/Bar Associate with Hotel JW Marriott,

Job Profile

Hotel JW Marriott Juhu as a Guest Service Associate handling the Hotel Lobby and the Checking counter and as a Bar Associate, taking care of all the 7 Bars in the Hotel premises reporting to the Assistant Restaurant and the Lobby Manager respectively

~ ACADEMICS & Professional Qualification ~

B.A - I.G.N.O.U - 2003

ITIL Foundation V3 - 2010

M.C.P, Lean Six Sigma White Belt Certified from Kinduz, Hyderabad

Have Attended A+ Certification in Hardware.

Diploma in Cyber Laws from Asian School of Cyber Laws, Pune

Have Attended 3 Corporate Leadership Trainings in Bank of America

Knowledge of Cloud Computing and Virtualization Trends

Attended Classroom Training for 20337BC - Enterprise Voice and Online Services with Microsoft Lync Server 2013

Google Enterprise G Suite Certified Administrator – Completed Training

PERSONAL DETAILS

NAME : ANJOUM SIROHHI

Father’s Name : Late Dr. Surinder Singh Sirohi

Date of Birth : 9th July. 1980

Address : Mumbai

Sex : Male

Marital Status : Married

Nationality : Indian

Cell No : 885*******

[Anjoum Sirohhi]

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