Data Center Technical Support

Manoj Makhijani Telephone: (***) *** - ****

LinkedIn: https://www.linkedin.com/in/manojmakhijani Email: *********@*****.***

Senior IT & Infrastructure Manager emphasizing on Technical Support, Compute, Network, Storage, and Operations. Provide solutions reducing costs, improve efficiencies, support organizational goals, and maximize ROI.

Executive Summary:

Global IT Systems & Operations – deployed, and coordinated IT operations across the US and India. Championed global integration strategies and successfully managed teams of over 25 highly skilled systems analysts/administrators.

Agile & ITIL Foundation – Ability to adjust and lead top IT talent, inspire excellence, and create team dynamics based on performance and innovation concerning quickly making changes and following the ITIL foundations and principles.

Support – IT Systems & Data Center Audits, Process Re-engineering, building trusted advisor relationships, collaboration, team player, improving support experience, delivering customer success outcomes and “Customer First” attitude.

Simplifying Complexity – Reduced complex designs to their rudimentary format by presenting them in a way that is easily understood across a broad constituency. “We make the Complex Simple.”

Core Competencies:

Windows/Linux/Unix versions Capacity/Performance Management Physical & Network Security

Call Center Management & Optimization Level 1 – Level 4 App. Support IT & Infrastructure Systems Audits

Experience:

Data Center / IT & Support Services – ECI Consultants Inc, Suwanee, GA (Sept. 2016 – Present)

IT & Infrastructure Management of Compute, Network, Storage, and other supporting critical components.

DCIM Infrastructure Management for IT Assets and workload. Network topologies included copper, Fiber, and Wi-Fi.

Process Improvements, Operational Efficiency, Reduce Costs, Data Center Audits, SLA adherence, and acceptance.

Diagnosed and resolved Hardware & Software Applications and Operating Systems issues/blockers for their clients.

1.Leidos:- (end customer CDC)

2.IHI – E&C

3.Motiva

4.CP Chem - Chevron

5.MCWA – Monroe County

IT & Data Center Consolidation – Macy’s Technology Center, John’s Creek, GA

Cognizant – Resource Logistics Inc.

Business Process Development, Transformations, Operational Efficiencies, and managing projects off the rails.

Architect data center solutions for existing and new technologies to ensure productivity and future-proof investments.

Key member for final proposal acceptance and approval of the Data Center, interfaced with and managed various vendors.

Data Center Migration – Project Manager, BWAY Corporation, Aquesst, Atlanta, GA

Operational efficiency improvements with emphasis on SLA, KPI, and Key Success Indicators of the organization.

Translated technical specifications into the requirements document and initiated a POC of the Nutanix HCI solution to reduce the physical server footprint to less than half a rack.

Business Transformation – Business Operations Solutions Architect, NCR Corporation, Duluth GA

PS Partners Inc.

Created the Escalation Process for the NCR product line and customers, which entailed Retail, Financial Services, Hospitality, Professional Services, and other organizations.

Evaluated the existing operational challenges and designed the new business processes to improve the key metrics: TTR - Time to Resolve, FCR/CPC – First Call Resolution/Cost per Call, CSAT - Customer Satisfaction, and Communications.

Consulted on Technical Architecture, Process & Operations using the ITIL-v3 Framework. Initiated IOT sensors feasibility design on ATM / Retail POS to be a competitive edge over other vendors to provide proactive support and resiliency.

Data Center & Senior Manager, IT Management, Consulting Systems Engineer – IT & Infrastructure

Cisco Systems, Atlanta, GA (Mar. 2009 – Sept. 2016)

Single Point of Contact for M&A Implementation of IT Project, 1000-seat multi-site infrastructure such as Compute, Network, Storage, Telepresence, Wi-Fi, Access Control, IT Connectivity, Asset Management, Legacy, and Production Applications/Systems. $9 million DR Site and internal co-location project included the design and construction.

Early Engagement with Technology Partners – Cisco Certifications, Cisco Powered Services Cloud & Managed Services, Master Collaboration and Master Cloud Builder Specialization. Partner Audit Program for vendor certification.

Team Leadership of a technical support team (OSS) of 25+ for a Global R&D environment that consists of 500+ mobile ISP proprietary chassis, 2500+ Cisco UCS Intel-based Servers, 650+ Server Racks a varied platform of DELL, HP, and Sun Solaris Systems. Operating Systems; Windows Server, Active Directory, Linux, Security Appliances (ISE, DPI, etc …).

Planned, Migrated, and Deployed more than 5000 VMs using VMware on the Cisco UCS platform a Private Cloud implementing IaaS and SaaS, realizing savings of more than $750 K on a virtualization deployment annually.

Supported a DevOps operation of more than 1000+ users spanning across multiple R&D locations in India and the US consisting of QA, Development, Service Delivery and System Administrators for their test-bed setups. O/S, Networking, Interoperability, Issue Identification, and Design.

Data Center Planning, Design & Layout, Infrastructure Management, Physical & Network Security, Disaster Recovery, Process Improvements, Optimizations, Help Desk Deployment, Procurement, Project Management, LAN/WAN, R/S, Load Balancing, Contract Negotiations, Analysis, System Integration & Automation using the ITIL framework.

Bank of New York Mellon India – IT, Operations & General Services Manager (Jul. 2007 – Aug. 2008)

Avaya India Private Limited – IT Operations Manager (Dec. 2006 – Jul. 2007)

Performance Management of entire IT, Facilities & General Operations for a 2000 seat - Financial Asset Servicing Offshore Site and supervise a team of 20 + staff (facilities, system administrators, administrative managers).

Complete project management build-out of a new floor with deliverables, scope modifications, deployment, project handoff, vendor management, budget administration, certification of all aspects of the project, and closeout.

Infrastructure management included: complete IT LAB infrastructure along with the production floor such as Data Center, Power, UPS, HVAC, Disaster Recovery, Business Contingency Planning, Staff Management, and Security.

Managed IT Procurement (Purchasing/Contract Negotiations), Physical Asset Management and International Imports.

Technical Support Consultant – Call Center Optimization Analyst (Jun. 2004 – Jun. 2006)

Verizon USA (Business Edge), East Brunswick, NJ (Manila, Philippines)

T-Mobile, (TAC Worldwide Companies), Seattle, WA

Aryans, Inc. (Freelance), Atlanta, GA

Off-Shore Call Center deployment, readiness, and certification that included the IVR, ACD, Routing, and Call Recording.

Utilized Call Center Metrics analysis and streamlined processes to increase productivity by 25%.

Site analysis, requirements, and documentation to upgrade 18 national call centers and network infrastructure to support the enterprise-wide multi-call center VOIP implementation for approximately 3500 seats each.

Analyzed and interpreted Business and Functional needs documents submitted by Strategies and Engineering Analysts into Technical Requirements for site deployment, installation, and network documentation.

AT&T – New Jersey (Feb. 1988 - Sept. 2003)

Systems, Infrastructure & Technical Project Manager / Data Center Manager (Apr. 1998 – Sept. 2003)

Led a 10+ senior member Technical Support Team in a series of upgrades that capitalized on emerging technologies including design, implementation, installation, upgrading, deployment, and asset reallocation of equipment.

Provided “OSS” support on the following systems: Remedy Helpdesk, Oracle, UNIX, Windows Server, Active Directory, NT, 2000, XP, eGain Mail, eShare Chat, HP Openview, and internally developed proprietary applications.

Managed and interfaced with architects, building managers, and senior management on the design and layout of the Data Center, floor design, power distribution, cooling, fire suppression, water alarms, and physical / network access.

Single point of contact for call centers throughout the US for escalations, outages, and Severity 1-3 issues.

Technical Support Process & Planning Manager (Oct. 1995 - Apr. 1998)

Ensure consistent operational and business support to more than 5000 Call Center agents by documenting all administrative and technical processes on the e-portal website (agent /customer).

Interfaced with Strategy, Planning, Development, Training, Reporting, and Call Center deployment sub-teams to ensure timely project delivery, thus reducing expenses by more than 30%.

Monitored the Call Center vendors for billing inconsistencies by evaluating monthly statements according to the Service Level Agreements (SLA) and Vendor Relationship Management for governance/compliance.

Technical Support Specialist (Jun. 1992 - Oct.1995)

Provided mentoring, technical, and administrative support to 300 “Level 1 - 3” Call Center Representatives and analysts in emerging technologies that accelerated the Technical Support Agents' ramp-up time by 70%.

Drive “out of the box” thinking for technical support analysts to improve the methods and procedures by building support tools in-house to improve customer satisfaction, reduce average handling time, and increase productivity.

Technical Account & Client Relationship Manager (Managed Services) (Feb. 1988 - May 1992)

Provided systems administration, site preparations, test and turn up, technical support, and performance tuning for mission-critical services to Fortune 100 commercial clients: Anheuser-Busch, American Airlines, Amtrak, AT&T International, Boeing, Choice Hotels, Coca-Cola, Continental Airlines, International Paper, and Kraft Foods.

Designed and built an NOC (Command Control Center) to monitor the health of the infrastructure and act accordingly.

Managed and deployed software releases such as applications, bug fixes, and operating system optimizations.

Published technical support articles for training, documentation, and Customer Care website “www.att.net/support”.

EDUCATION:

1983 A.A.S. - Electrical Engineering Technology, Edison, New Jersey

2003 Project Management Masters Certificate in Project Management (PM) – Stevens Institute of Technology

CERTIFICATIONS / TRAINING:

2024 ISC2.org Certified Cybersecurity – in progress.

2021 CompTIA Cloud +

2021 ISACA CISM

2021 ISACA CISSP

2021 PMP Certification in Progress (PMI ID: 1433372)

2012 VMware 5.1 VCP Training – Install, Configure & Manage

2008 ITIL V3 Foundation Certification

2000 Cisco Certified Training (CCNA)

2000 Sun Solaris Part I

1997 Microsoft Certified Systems Engineer (MCSE)

PROFESSIONAL DEVELOPMENT:

Cisco UCS – Compute, Storage, and Networking. INE, Computer Based Training – DCUCI / DCICT

Customer Satisfaction through Telephone Communication

UNIX V.4 with MP-RAS System Administration & Tuning

Technical Support Boot Camp - Lotus Notes 4 (Lotus Development)

Cisco Certified Networking Professional Training (CCNP)

Check Point and PIX firewalls.

Sun Solaris 7

PROJECTS & INITIATIVES IMPLEMENTED:

Helpdesk implementation – Infrastructure management, Voice/Data/Security.

Proactive - Fixing problems before they occur, reducing disruptions, increasing productivity, and enhancing reliability.

SLA Management – Ticket analysis using BI – DB processes to improve the CSAT and MTTR.

KIND – Keep the client informed, Initiate communications (positive/negative), Never Disappoint and Deliver on all promises.

How to say “NO” to a customer. Managed clients as per SLA metrics.

Ticket Disposition Codes – Reduction of 80% plus unused codes that led to tickets being routed to the wrong work center.

LEAD – Listen, Escalate, Agent Mentoring and Disposition. Call triage process.

ISP launch – AT&T WorldNet* – incubation, deployment, and Customer Care. *Winner of JD Power Best Technical Support.

Designed and delivered custom In-house training to reduce the new agent deployment time and capital expenses.

Initiated a new agent mentoring team to initiate knowledge transfer and increase customer satisfaction.

Operation Green Clean – Retired EOL (DELL, Sun, HP) equipment, consolidated resources, and deployed virtualization (P2V).

NOC (Network Operations Center) - Remote monitoring of the Customer Care Network.

Site-wide deployment of a network topology to cater to the Gateway, Firewall, DNS, DHCP, AD, and other critical components.

Process improvements – IVR redesign, CRM usability testing, and e-Care deployments (chat, email, and voice)

Data Center Audit for ESD, Power Usage, Compute, Network, Storage, and infrastructure operational efficiencies.

BCP/DR – Power Backup – designed and deployed new Power infrastructure such as UPS, Battery, Synchronized Power distribution, and improved efficiencies close to “Unity”. Reduced Power consumption by 30%.

Lab, Data Center, Work Center relocations, Disaster Recovery Drills, and System documentation.

Infrastructure – Power, Cooling, UPS Design, and Upgrade of the critical systems (DCIM).

Data Center – design, deployment, and management. New build-out, consolidation, and close-out of old, outdated facilities.

Data Center and Lab Audits – Physical, Safety, System Security, ESD, and Complete Lab Asset Management Compliance.

RELEVANT READING:

Customer Success – Nick Mehta

Customer Success Economy – Nick Mehta

Deep Work – Cal Newport

The Art of Invisibility – Kevin Mitnick

Think and Grow Rich – Napoleon Hill

Unlimited Sales Success – Brian Tracy

Contact this candidate