Abubacker

E-mail: adyepq@r.postjobfree.com Skype: maiba_abu Phone: +91-909-***-****

Address: Plot No. 3/415A Thamarai Street, Sabari Nagar, Medavakkam, Chennai, Tamil Nadu, India, Pin Code – 600100

M.Sc. Information Technology and Over 19+ years of Experience IT Industry and Project Management & Service delivery over 10+ Years

ACADEMIC QUALIFICATION

• Post-Graduation: M.Sc. Information Technology, Bharathidasan University, Trichy -2003

• Graduation : B.Sc. Computer Science, M.I.E.T. Arts College, Trichy - 2001 CERTIFICATES

• ITIL 2011 Foundation certified

• Microsoft Certified System Administrator - MCSA: Messaging

• Microsoft Certified System Administrator – MCSA

• VMware Certified professional – VCP410

• Level 1 Six Sigma Yellow Belt certification (Cognizant Internal) WORK EXPERIENCE

Hitachi Systems India Pvt Ltd Nov 2021 — Present

Service Delivery Manager – South India

• Handling End to End service delivery for 75 customers across South India

• Manage the Service Delivery team of 150+ FTEs supporting platform, End User Service, Service Desk, Data Center Operations, Microsoft Windows, VMware, Network, Storage and Backup

• Establishing and maintaining strong relationships with internal and external stakeholders

• Providing leadership to the service delivery team FUNCTIONAL

• Service Delivery Management

• Project Management

• IT Service Management

• People Management

• Stakeholder Management

• Agile Methodology

• Customer Satisfaction

• Customer Escalation Management

• Budgeting and Forecasting

• Business continuity planning (BCP)

• Voice of the Customer

• Risk Management

• Vendor Management

• SLA / Contract Management

• Problem Solving

• Continual Service Improvement

• Data Center &Infrastructure Management

• Change Management

• Incident & Problem Management

• Team Management

• Virtual Resource Management

• Presentation Skills

• Mentoring

• Written Communication

MANAGEMENT

PMP trained Soft Skill - Inspirational Leadership, Confidence Communicator, Presentation Skill, Conference Call Ethic TECHNICAL

Microsoft Windows Server Microsoft Exchange VMware ITIL v3 Citrix Xen App

• Identifying customer needs and overseeing service delivery within the business context

• Leading the service delivery team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently.

• Managing finances and budgets

• Advising and coaching team members

• Assessing customer feedback and using your creativity to establish, improve, and refine services

• Remaining organized and meeting deadlines

• Building partnerships and liaising with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise

• Ensure 99% customers’ SLA/SOW commitments are met

• Accountable for operational results in terms of SLAs, performance standards/metrics, customer satisfaction and budget

• Participate in all PMR, DMH calls and internal meetings

• Employee Job Rotations

• Working on Margin optimization

CMS IT Services (Client – Royal Enfield) Aug 2020 — Aug 2021 Program Manager – IT

• Handling End to End service delivery (55M) revenue project and ensure adherence business smooth operation

• Manage the Service Delivery team of 45+ FTEs supporting platform L1 Monitoring, End User Service, Service Desk, Data Center Operations, Microsoft Windows, VMware, Network, Storage, Backup, Oracle, SQL, and IP Telephony

• Incident, Change and Service request

• Driving the P1 tickets till closure and get the RCA from the respective team, Review and share it with Customer

• RCA (major issues/escalations) to be verified and circulated to customer within 2 working days

• Participate in all Daily, Weekly, Monthly and Quarterly governance meeting

• Bill & Invoices in a timely manner

• SO creation, Allocation, SOW Writing, amendment and CR’s Freelance Consultant Apr 2018 — Jul 2020

Mindtree Ltd Sep 2017 — Feb 2018

Project Manager

• Oversee Shared service delivery and ensure adherence to defined methodologies, processes, and customer requirement

• Ensure 99% customers’ SLA/SOW commitments are met

• Timely initiation to renew the SOW/PO- before 60 days of expiry

• RCA (major issues/escalations) to be verified and circulated to customer within 2 working days

• Drive Major Incident / P1 process to ensure the resolution of the incident

• Escalations from Customers need to be handled in an effective way. An immediate acknowledgement and the Action plan within 24 hours need to be provided to the Customer

• Participate in all PMR, DMH calls and internal meetings

• Manage the Service Delivery team of 80+ FTEs supporting platform Windows, UNIX, VMware, Storage, Backup and L1 Monitoring team

• Budgeting, Revenue forecasting, handling Billing activities (Fixed Bid and T&M) & maintaining Footprint

• Working on RFP’s

• Bill & Invoices in a timely manner

• Manage resource fulfillment & staffing

• Employee Job Rotations

• Working on Margin optimization

Cognizant Technology Solutions Nov 2012 — Aug 2017 Manager – Service Delivery

Client: Capital One US Inc. – Banking Domain

• Direct, manage and deliver concurrent infrastructure projects delivering the expected business outcome

• End to End Project Management from defining the business case till delivering the intended business outcome and handover to operations support

• Manage direct and indirect stakeholders of the project and draft communication plan around them

• Manage and track issues, risks, SLA, quality of the project, triage with appropriate plans, reports and commitment from stakeholders

• Accountable for operational results in terms of SLAs, performance standards/metrics, customer satisfaction and budget

• Manage the Service Delivery team of 100+ FTEs supporting platform Windows, VMware, Commvault Backup, SAN & NAS Storage and L1 Monitoring team and handling escalations

• Action on second level escalations, accelerate resolutions and implement action plans

• Continually improve operational efficiency, consistency, and adhere to compliance as stated by organizations business and financial objectives

• Nurture Technical and customer facing skills of all the team members

• Maintain Skill Matrix of the team, assess and deliver Individual training plan

• Set Team and Individual Objectives, KPIs and conduct timely performance reviews through 1:1 sessions

• Ensure adequate resourcing levels exist across all service provision areas to allow them to meet their operational responsibilities

• Maintain an up-to date risk register and put in necessary mitigation plans. Own the risks and the mitigation plans to ensure prompt and timely execution of the mitigation plan

• SO creation, Allocation, various ESA activities, SOW creating, amendment and CR’s

• Budgeting, Revenue forecasting, handling Billing activities (Fixed Bid and T&M) & maintaining Foot print

• Manage escalations on delivery issues with customer & other stakeholders

• Bill & Invoices in a timely manner

• Manage resource fulfillment & staffing

• Employee Job Rotations

• Working on Margin optimization

• constantly assess customer feedback and make necessary improvements Key Achievements: -

• Successfully executed CSI theme initiatives that resulted in $ 456K saved last years

• Develop and implement improved service reporting, Governance call and reviews

• Ensured adherence to all required security and availability standards

• Successfully executed DR/BCP and ensured documents is in place to support business continuity

• YTD – 2016 Budget summary

o Achieved $ 2.7M with increase revenue 30%

o Increased CP Margin from 45% to 52%

o Forecast Accuracy YTD: 99.9%

Wipro Technologies Jan 2010 — Nov 2012

Specialist (Team Leader)

Client: State Street: US, UK, and APAC – Banking Domain

• Lead 10 members team and handling escalation and acting as a SPOC between Onsite & offshore

• Maintaining over 200+ ESX Box and 1000 Virtual Machines

• Monitoring All Citrix servers and handling all Citrix application and Citrix related application issues

• Monitoring All ESX and VM’s, handling all VMware related issues

• Knowledge in installing Citrix servers, Publishing applications

• VM creation, Deletion, Snapshot, Hardware provisioning

• Handling Vendor coordination

• Participating in DR Activities & Client meetings

• Upgrade Citrix versions

• Maintained around 300 Citrix servers (Citrix Presentation server 4.0, 4.5 and XenApp 6.0)

• Worked in Various versions like Citrix Presentation server 4.0 and 4.5

• Work towards achieving SLA defined and meet the client matrix.

• Act promptly on feedback given in the customer Meetings which has impacted scorecards.

• Contribution in Weekly Highlights, monthly report on key activities performed, concerns, learning’s

• Mentoring the team members and helping them in all technical aspects

• Act as a focal point for the immediate supervisor and provide feedback when required

• Motivate and inspire team member

• Mentoring the team members and helping them in all technical aspects Tata Consultancy Services May 2009 — Jan 2010

I.T. Analyst

Client: Gen Re: Global support. – Insurance Domain

• Lead 5 members team and handling escalation and acting as a SPOC between Onsite & offshore

• Monitoring All Citrix, Windows and VMware servers and Handling all application related issues

• Maintained a Windows 2000 & 2003, VMware, Citrix, and Novell NetWare servers

• Managing over 1200 Physical and virtual servers across the globe

• Creating/Updating Users and Groups in the Active Directory and Novell LDAP

• Monitoring Antivirus updates

• Installing Microsoft Software’s, Oracle client & other third party software’s Dexterity Business Analyst Pvt Ltd Sep 2007 — Aug 2008 System Administrator

• Maintained a Windows 2000 & 2003 LAN of 18 servers

• Hardware troubleshooting and Software Installation for Desktops and Laptops

• Configure Wireless router for Wireless LAN Access

• Installation & configuration of Active Directory Services in 2000 & 2003 server

• Creating/Updating Users and Groups in the Active Directory

• Monitoring incoming and outgoing mails for delivery or delay

• Establishing Rights and Permissions for authorized Users and Groups

• Planning & Implementing user, Computer & Group Strategies

• Deploying configuring and managing Microsoft clients

• Planning & Implementing the ADS Backup

• Monitoring Antivirus updates

• Installing Microsoft Software’s, Oracle client & other third-party software’s

• Installing & Maintaining SMS 2003 Server (Systems Management Server)

• Installation & supporting for network printers.

• Implementing services like DHCP, DNS, IIS

• Preventive Maintenance of Desktops and Laptops

S K International Feb 2005 — Aug 2007

Customer Support Engineer

• Maintained a Windows 2000 & 2003 LAN of 30 servers

• Installation & configuration of Active Directory Services in 2000 & 2003 server

• Deploying configuring and managing Microsoft clients

• Managing VERITAS net backup server

• Planning & Implementing the ADS Backup

• Installing configuring Microsoft Exchange 2000 & 2003 Server

• Administered & maintained Microsoft Exchange 2000 & 2003 Server & mailboxes

• Installing Microsoft Software’s, Oracle client & other third party software’s

• Installation & supporting for network printers.

• Implementing services like DHCP, DNS, IIS

• Preventive Maintenance of Desktops and Laptops

Raaja Computer Centre Nov 2003 — Feb 2005

Hardware Engineer

• Responsible for providing the solution to the customer in both hardware and network related problems.

• Should monitor the AMC’s customer by providing monthly check-up.

• Responsible for maintaining the customer’s database with feedback.

• Maintaining Purchase.

• Educating customers

Personal Details

D.O. B : 03/04/1980

Marital Status : Married

Nationality : Indian

Passport No : L7738305

Declaration

I hereby solemnly declare that the information furnished, and the statements given in the curriculum vitae and the enclosures are true, correct and complete.

Place:

Date: (I. ABUBACKER)

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