Service Delivery Administrator Associate

UPINDERJEET SINGH

E-Mail: ***********@*****.***, Mobile:- +1-365-***-****

Toronto, Ontario, Canada

PMP Certified MCAA (Cloud: Azure) Certified IBM Cloud Architect ITIL V3 Certified Agile Explorer

With over 20 +years of experience in IT industry; acquire wider range of Technical, Architectural, People, Project & Account management skills. During my tenure have extensively manged below mention competencies.

CORE COMPETENCIES

Technical Leader/Consultant

Service Delivery Leader

Delivery project Executive

Client Relationship Management

Project Management

Transition Management

ITIL Framework

Domain/Integration Architecture

ITSM Processes (Incident & Change Management)

IT Costing & Budgeting

Agile Explorer

Innovation and Automation

Cloud Implementation & Migration

PROFILE SUMMARY

Worked as Service Delivery Leader for multi geo clients like Asia Pacific, Canada and North America for IBM, delivering Multi cloud Managed services solutions.

Rich experience in successful project delivery growing business footprint and increasing customer & stakeholder satisfaction.

Resourceful in ITIL Process including Asset Management, Service Level Management, Issues Management, Configuration Management, Risk Management, Scope Change Management, Release Level Management, Escalation Management.

A strategist and implementer with recognized proficiency in spearheading business to accomplish corporate plans and goals successfully.

Design Public/Private Cloud Solutions, System Integration, and implementation strategy to deliver an integrated solution which meets customer requirements.

Took Deliver Management Initiatives (SIP) which resulted into timely and quality deliverables to the respective customers.

Proven track record of building result-oriented and highly scalable teams.

Managing complex projects using PMI project management guidelines.

Championed Service and Support in projects and developed a strong understanding of projects impacting the service area and ensuring service impact is minimized and agreed.

Certified Project Manager with expertise in concepts of end-to-end project planning & implementation from scope management to activity sequencing, effort & cost estimation, risk analysis to quality management.

Designed, implemented, and maintained IT infrastructure of various Banking and Telecomm clients across Geo locations.

Successful ensured SLA achievement and high level of customer satisfaction.

Possess People Management skill to access resource ability and motivate them to get the job done for the organization.

ORGANIZATIONAL EXPERIENCE

Dec 2021- Till Now with Kyndryl Canada Ltd.

As a Delivery Partner Executive (DPE) /Canada East Service Delivery Squad lead.

Key Responsibilities:

Overall leader for the service delivery team

Responsible to balance quality and cost management of service delivery areas

Responsible for audit-readiness for service delivery

Integrator of services to meet service level agreements and budgets

Responsible to bring service delivery operational innovation

Responsible to align Project /Program managers to assure the completion of the project activities.

Responsible for service quality, service delivery performance and drives service excellence

Advocate to service delivery for CPE and Client and negotiates for proper funding for service delivery

Responsible for defining and owning the Service/Quality Improvement plan.

PREVIOUS EXPERIENCE

June 2021- Dec 2021 with Cognizant Technology Solutions Canada, Inc.

As a Program Manager for one of the esteemed clients of Cognizant

Key Responsibilities: -

Creating Governance and Communication management plans at the start of project and updating them as per project needs.

Coordinate with Business Leaders to define scope and objectives of assigned programs/projects.

Transformation/Service Improvement Projects as well as Data Center, IT security & Cloud migration projects.

Gathering requirements from business users and transforming them into functional requirements & features; preparing documentation (requirements specification) to support the projects.

Tracking the various statuses of the projects through various reports and doing follow ups.

Implementation of project with-in pre-set budgets and deadlines.

Ability to handle and manage large implementation projects.

March 2011- June 2021 with IBM India Pvt. Ltd. Delhi, India

Growth Path:

Sep’16-June’2021 Service Delivery Leader / Program Leader for Multi Cloud Managed Services unit (Hybrid Cloud, Private Cloud (VCS, IBM Softlayer), Public Cloud (AWS & Azure), Containers & Kubernetes

March’11-Aug’16 IT Integration Architect for Infrastructure Technologies & Public/Private Cloud

Key Responsibilities: -

Focused on managing, implementing, and improving IT Service Management (ITSM) processes, and coordinating across the organization to improve reliability of our core cloud-based offerings.

Identify, define, organize, and implement process improvements and automated solutions. Shows the combination of technical experience and professional project management capabilities.

Build positive and productive working relationships with customers for business growth.

Enhancement of Infrastructure/Platform/Services/Cloud Offering catalogue and Transformation of delivery for new offerings in catalogue.

Perform resource allocations and workload assignments according to delivery requirements.

Developed process improvements to achieve cost effectiveness, time saving and win customer confidence.

Establishing relationship with key stakeholders, thereby ensuring a continuous high quality & availability of service delivery as per the project guidelines.

Updating monthly, quarterly review of achieved SLA with customer focals; identifying and communicating the service improvement plans like issues, risks and any service level breaches as per set timeline and its presentation to management and clients

As Integration Architect/Technical leader

Overall technical responsibility for the success of solution construction, implementation and system integration in a technology, industry, or business specialty.

Delivered new and complex high-quality solutions to clients in response to varying business requirements.

Confer with clients to identify and document the technical requirements, conduct technical studies, design, develop, integrate, and implement information systems business solutions.

Designed overall system and solution architecture, system integration, and implementation strategy to deliver an integrated solution which meets customer needs.

Lead Technical discussion and bridges with client and other technical teams either for any High severity incident break fix or running any improvement plans.

Apr 2003-Mar 2011 with Wipro Infotech Pvt. Ltd., Gurgaon, NCR, India

Growth Path:

Aug’05 -March’11 Technical Specialist (People manager) Wintel, AD & Exchange. (Infrastructure & Data Centre Support)

Sep’03- Jul’2005 Customer Support Engineer (On two years Contract with Wipro)

Apr’03 – Aug’2003 Customer Support Engineer (Dell Servers Specialist)

Key Responsible Areas Managed during this tenure.

Connect with clients and collect their business and functional requirements for the IT solution.

Prepared High-level design and solution overview to client keeping optimal business practices and functional requirements.

Design the complete solution and implementation plan for Wintel platform, OS, Messaging, and backup requirements.

Assist the project managers and technical SMEs for the implementation of the given design as per the client business requirements.

Designed and implemented ISMS and ISO standard for the Wipro clients and perform the Internal audits to check the compliance of the environment.

Accomplished the smooth execution of new projects & Change request with proper Impact & Risk analysis before execution in Production environment.

Successfully maintained 99.9% uptime of Wintel servers & the Email Infrastructure for the Wipro clients.

Coordinating with other LOBs of Wipro and vendors for new Projects and sustenance of BAU support.

Jan 2002-Mar 2003 with PCS Industries Pvt. Ltd., Delhi, India as L2 Support Engineer

Highlights:

Worked on Active Directory and MS Exchange administrator for PCS clients.

Provide technical support for any Breakdown, Installation & Preventive Maintenance Support issues on call basis on behalf of clients prescribed SLA’s .

CERTIFICATIONS Trainings & IBM Badges

Project Management Professional (PMP)

Container & Kubernetes Essentials with IBM

Microsoft Certified: Azure Administrator Associate

IBM Cloud Essentials (Journey to Cloud)

VMware Certified Associate - Digital Business Transformation

TOGAF 9 Certification (Level1&2) v9.1

IBM Certified Solution Advisor - IBM Cloud Foundations

Project Management Professional (PMP) Classroom training

70-533: Implementing Microsoft Azure Infrastructure Solutions

Enterprise Design Thinking Practitioner

IBM Cloud Computing Infrastructure Architect

Cloud computing for Business professionals

Information Technology Infrastructure Library (ITIL) v3 Foundation, EXIN

Telecommunications & Banking Industry Foundations

Microsoft Certified Systems Engineer (MCSE 2003 Upgrade)

IBM Architect Thinking

Microsoft Certified Systems Engineer (MCSE 2000)

Agile @ IBM- Program Fundamentals

Cisco Certified Network Associate (CCNA)

Agile @ IBM- Agile Leadership & Strategy

IT SKILLS

Operating Systems: Win2000, 2K3, Windows 2008, Windows 2012, Win XP, 10, Linux, Active Directory & DNS

Hypervisors: - VMware 5, 5.5 & 6.0 & HyperV.

Messaging: - MS Exchange 2007, 2010 & 2013, O365.

Antivirus: Trend Micro Suite, MacAfee, Symantec

Backup: - Netback, Windows Backup, Azure Backup.

Wireless & Fax services: - BlackBerry Enterprise Services v5,10. Righfax Ver.9&10.

Other tools: - MS Office, MS Project, MS Visio etc.

KNOWLEDGE PURVIEW

Client Management

Ensure that client needs are satisfied through the formulation, development, implementation and delivery of application solutions in response to client requirements expressed in approved service requests.

Creation of communication plan for each client, Designing and implementing required dashboards and reports for clear visibility into operations performance.

Functioning as a high-performance interface between Client and Delivery teams.

Technical leader

Dynamic leader with strong problem solving planning, teambuilding and project management skills. Hands on collaborative management style. Skilled in forming internal strategic alliances and managing the vendor community. Cost conscious and result oriented.

Expert level knowledge is applied across PM methodologies, emerging technologies and technical architectures pertaining to the client served, and the vision to influence the clients' actions.

ACADEMIC DETAILS

Master Of Business Administration in Information Technology 2005 - 2007

(Sikkim Manipal University, Gangtok, Sikkim, India)

Bachelor of Commerce 1999-2002

(University of Delhi, India)

Diploma in Electronics & Communication 1998 - 2001

(Board of Technical Education, Delhi, India)

Senior Secondary (XII) 1997 - 1998

(CBSE, Delhi, India)

Secondary (X) 1995 - 1996

(CBSE, Delhi, India

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