Arun Kumar Mahalingam

adm4yg@r.postjobfree.com

Arcadia, CA

+1-773-***-****

Summary

Trusted leader, adept at defining, maturing and collaboratively orchestrating adoption of ITIL best practices and ITSM improvements across functionally and culturally diverse global organizations. Highly skilled at developing process definition, governance, audit, and automation standards, aligning Digital Transformation strategic roadmaps in alignment with business and technology stakeholders, and effectively evangelizing ITSM value. Ability to influence others and win support on critical issues, presenting ideas clearly, concisely and comfortably. Broad technical knowledge and analytical expertise, with extensive hands-on cross domain IT operations experience – expert in root cause analysis, clear and critical thinker.

ITIL ITSM CAB Knowledge Management ServiceNow Operational Excellence PowerBI administration Problem Management Request Fulfillment CMDB CSI Cloud Migration Agile DevOps NOC Incident Management Change Management

Highlights

OS migration solutions, Microsoft Infrastructure Service products

Sound knowledge with strong experience in Windows active directory configuration and troubleshooting skills

Automated several IT processes with customized PowerShell scripting

ITIL Certified

Experience in OSI Layer, VPN Checkpoint, and RSA

Expertise in handling server/user specific issues within the infrastructure and providing prompt

Fluent in Tamil and English

OS- MS Windows XP, 2007, 2010

Servers – MS Windows 2008, 2012, R2

Citrix Products - XenApp 6.5, XenDesktop 7.x, Citrix Web Interface 5.4 / Storefront 2.6/ Edge sight 5.4, Control Up

Virtualization - VM Ware ESX 5.5, VMWare Horizon 3.5.2/4.2

Deployment/Monitoring Tools - Altiris 7.1, SCCM 2007,2012, IBM BigFix Support Center 9.5.3.211, MDT 2010/2012

Ticketing Tools – BMC Remedy, Service Now, LANDesk, Footprints, Master Craft, CCM.net, EZCRM, Lean Kit

Certifications

Professional Society / Certification

Member Since / Date Certified

ITIL Intermediate (Service Operations)

Sep 2016

ITIL V3 Foundation

June 2016

HDI SCTL

Oct 2012

Sun Solaris certified System administrator

June 2008

Honors & Awards

-Kentucky Colonel – awarded 2012, it is the highest title of honor bestowed by the Commonwealth of Kentucky

-TCS Soldier Award – awarded 2016, received the award for running the business continuity for the operations during the major crisis in the Chennai city

Professional Experience

Since Oct 2008 Tata Consultancy Services

Client: Southern California Edison, Rosemead CA

Apr 2019 – Present

Role: Project Lead

Lead and acted as subject matter expert for the team of 20+ deployment and build engineers for deploying 17,000 windows 10 device deployment / migration including rugged devices

Make transparent and visible to stakeholders the status, risks and issues and facilitates proactive corrective action

Make transparent and visible to stakeholders the project status, risks and issues and facilitates proactive corrective action

Develop briefings, position papers, and other supporting artifacts

Develop standard site deployment project artifacts (site deployment designs, schedules, cost models, etc.,)

Support development of standard site deployment project artifacts (site deployment designs, schedules, cost models, etc.,)

Responsible for coordinating the supply and financial forecasting, inventory management and purchasing of goods and services

Client: Continental Casualty Company (CNA Insurance) Chicago, IL

Nov 2016 – Mar 2019

Role: Project Lead

Lead the IT CRE project for moving 3500 users to new HQ office

Create comprehensive IT Project Plans designed with conceptual and logic models based on years of experience with focus on encompassing construction, IT network, WAN, LAN, Wireless, Audio and Video Conferencing, VoIP, and vendor management.

Tracks project progress, identifies risk and provides project status reports to Senior Leadership Team.

Provides clear direction on requirements.

Ensures all corporate IT standards are followed and in alignment with IT Vendor design and followed through vendor implementation & testing.

Reviews SOW’s and proposals, provide feedback and recommendations for streamlining services and cost saving measures.

Lead the deployments of company-wide implementation of O365

Collaborates in creating the deployment processes and communications to the company

Facilitated meetings and conference calls with application owners, engineering teams, and the senior project manager to resolve issues

Reconciled pre and post deployment asset counts with deployed workstation counts

Client: Lexmark International, Singapore

June 2013 – Sep 2016

Role: Executive IT Support engineer (APAC Operations)

Primary IT Support executive for the senior executives for APAC, coordinate for setting up the video conference between the executives and standby to provide extra mile support for all the business review meetings

Troubleshoot issues on Office 365, Outlook 2016, SharePoint

Troubleshoot on checking event logs using Splunk

Create, run and troubleshoot scripting tools to automate SCCM 2007 R3 and SCCM 2012

Provided Operational support for the SCCM 2007 R3 and R2012 clients

Providing support for the deployment of various software’s to client machines using SCCM 2007 and 2012

Scheduled patches for servers in desktops/workstations in SCCM 2007/2012

Troubleshot VDI related issues using VMware vSphere used VMWare Horizon View agent 6.2.1 and 7

Provide desktop and remote support on a Windows XP desktop, Active Directory using the built-in Remote Desktop Protocol

Used PowerShell scripts for EUC based troubleshooting on Windows 7 and Windows 10 machines

Created and provided system reports, via SCCM, to IT managers to assist in determining the most efficient hardware upgrade purchases

Client: Lexmark International, Chennai

Jun 2010 – May 2013

Role: Change Manager

Responsible for ensuring that the required changes to the production IT environment have been correctly recorded and subjected to the appropriate level of risk-aware review, structured planning, co-ordination, pre- and post-implementation testing/verification and authorization (approval), prior to implementation

Aside from being a regulatory necessity, ensure the ongoing stability of the Flex Inc. production services. Participate and run weekly Change Advisory Board (CAB) meetings for medium and high-risk production changes with representatives from each IT functional area. Attend and run TRB (Technical Review Board) call twice in a week to address all the concern to the technical leads and managers for the change that has been failed or have some concern or needs and additional approval

Work closely with offshore developer and IT infrastructure team to resolve issues for Incidents/Projects related to ITSM (in ServiceNow and Jira) to meet SLAs/ delivery schedules. Responsible for supporting change management at the organizational level by managing and monitoring adherence to the company's change policies. Define and measure success metrics and monitor change progress, send follow up email to change requester for additional approval in case there are needed

Provide training to various team for the change process on monthly basis when needed. Very good understanding of release management and deployment of application

Manage and review lifecycle of changes from start to end, review all the change whether it’s normal, standard, emergency or urgent exception in timely manner. Assess the risk assessment to find if the change has low, medium or high risk related to the change

Document and maintain change management policy, processes and procedure. Review the changes and make sure RFC are safe, review change impact, back out plan, test plan, implementation plan, communication plan and the resource requirement. Make sure changes are implemented within the given timeframe or as per the schedule. Review the emergency change and follow-up for its closure within the given SLAs.

Lead the KPI metrics to see the performance measure for the change. Meet the SLAs and OLA (Operational level agreement).

Coach, mentor to the technical team to increase service and staff performance for the process to follow while raising the change. Make sure the doer/checker command are in the notes after the change is implemented.

Client: Lexmark International, Chennai

Oct 2008 – May 2010

Role: Service Desk Analyst

Answers user inquires regarding computer software on hardware operations to resolve problems

Read Technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support

Refer major hardware or software problems or defective products to vendors or technicians for service.

Troubleshoot remote access and local area network connectivity

Reset passwords for various systems after security identify verification

Provide general usability support of custom applications for travel and expense reimbursement, procurement and project management

September 2005 – October 2008 Sutherland Global Services

Client: Dell Systems, Chennai

Sep 2005 – Oct 2008

Role: Technical Support executive

Provided first-level technical support to end users on proprietary software and applications, including installation, basic usage, and appropriate service level to warranty.

Performed troubleshooting techniques over the phone or via web messenger to identify and resolve issues.

Established patterns to reoccurring issues and provided input to development teams.

Accessed and documented procedures, tools, and manuals to provide support on company-supplied hardware and equipment.

Gathered customer and technology information to determine technical support level; elevate calls to appropriate support level as necessary.

Accurately processed and documented call transactions using tracking software.

Keep customers informed of progress during issue lifecycle and make follow-up calls or communications in a timely manner.

Assist team members and provide support and solutions to customer queries to meet company objectives.

Maintain updated knowledge of company products and services to better provide customer support and service solutions.

Skill Set

Modeling Tool:

MS Visio, Visual Paradigm, AutoCAD

Methodologies:

SDLC Waterfall, Scrum, Agile

ITSM Tools:

ServiceNow, BMC Remedy, HP Service Manager, IBM Tivoli

Languages:

C, C++, SQL

Reporting Tools:

PowerBI, Business Explorer, Busines Objects, Tableau

Operating Systems:

Windows NT 4.0, Windows 98/2000/XP, Windows 7,8,10, Unix, Linux

Databases

Oracle, MS SQL, Teradata, MS Access, DB2, SAP HANA

Tools & Utilities

MS Office, Documentum, JIRA, TOAD, SQL Profiler, Share point, CSAM, eCPIC, GitHub

Education

Bachelor of Computer Application, 2004 – 2007

University of Madras, Chennai

Diploma in Electronics and Communication engineering, 2001 – 2004

Sri Nallalaghu Polytechnic, Chennai

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