Help Desk Data Governance

Narasimhan Saiganesh

Mechanicsburg, PA, ***** USA (Open for Relocation)

Mobile: +1-717-***-****; Email: *************@*****.***

Professional Summary

Strong leader with proven ability to develop and execute strategic plans, lead and manage large-scale initiatives and diverse teams across the globe. Enables people to do the best work of their careers and be the best version of themselves. Excellent communication skills with Executive Presence.

Skills

IT Strategic Planning

People Leader – Global Exposure

Offshore IT Setup and Management

Vendor and Contract Management

On-Prem to Cloud Migration

Innovation and Continuous Improvement

Practical Data Governance

Talent Development (Coach and Mentor)

Master Data and Enterprise Datawarehouse

Verbal and written communication

Infrastructure and Operations

Project, Program, Financial Management

IT Mergers, Acquisitions, and Divestitures

Artificial Intelligence (AI Tools/Adoption)

Disaster Recovery and Business Continuity

Cyber Security, Audit, Compliance, Privacy

Healthcare and Manufacturing Industries

BI, Data Analytics, and DB Administration

Tools and Technology

ITIL Certification, ITSM/ITAM (Cherwell/ServiceNow/Flexera), CMDB, Azure Cloud, Auto-Pilot, InTune/SCCM, Co-Pilot, M365, Nexthink, ChatBOT, Amazon Connect, Dynatrace, SailPoint, Cognos, PowerBI, Tableau, Jamf, 1000Eyes, Waterfall/Agile PM, ERWin, Oracle RDBMS, SQL, and PL/SQL.

Work History

Independent Consultant

Freelance – Remote, USA

March 2024 - Current

Providing consultancy services on IT Strategy Alignment, People Leadership techniques, Continuous Improvement opportunities, Infrastructure and Operations, Offshore IT Setup, and Mergers & Acquisitions. Helping community, as pro bono service, on Immigration and Health Insurance (ACA/Medicaid/Travel).

Director, IT

Highmark Health – Camp Hill, PA

June 2014 – February 2024

Strategy and Leadership

Worked with leaders on both Payer (CIO, CISO, VPs) and Provider (CMO, Presidents) sides. Having a seat at the table, delivered 5-year IT Strategy Plan, business aligned goals, and outcome-based results

Guided operational strategy that contributed to a $24B revenue and improved CSAT scores (with Net Promoter Score values of over 70)

Led a 380-member organization, both onshore and offshore, with $70m annual budget responsibility delivering over 7% continuous improvement year-over-year

Implemented Top Grading principles ensuring Right Person for the Right Role in Right Location, developing the pool of NextGen IT leaders

Achieved ‘Highly Engaged Workforce’ designation through Gallup Survey – every year

Enterprise Information Services

Transformed the IT division as an independent, for-profit company, supporting 10m healthcare members

Using ITIL principles, analyzed, designed, and implemented more than 30 Infrastructure services and created a comprehensive IT Service Catalog

Created Usage and Cost models facilitating Chargeback mechanism for various BUs, to stay profitable

Delivered reliable and resilient IT services with no unplanned downtime for 360/365 days

Established successful off-shore service model delivering 50% productivity improvement year-over-year

End User Services (Digital Workplace)

Provided ITIL based Help Desk and Desktop Services for 40,000 employees and 55,000 devices

Transitioned On-Prem services to Cloud using MS Azure and Oracle as part of multi-year strategy

Successfully implemented AI-Driven Continuous Improvement initiatives by reducing Help Desk Ticket Volume 70%, Tech Debt Reduction 50%, creating 2500 Knowledge Articles, and saving $5m/year

Disaster Recovery (DR) / Business Continuity Plan (BCP)

Established DR/BCP procedures and tested annually, meeting SLAs above Industry Standards, with IBM as the Co-Location data center partner

Cyber Security/Privacy/Audit/Compliance (Safeguarding PHIs and PIIs)

In close partnership with CISO, secured the end user devices and the access privileges through regular patching, upgrades, phishing email exercises, white-/black-listing of sites, data segregation between Payer and Provider, and encryption/decryption/domain-blocking of emails – ensuring 24x7x365 availability

Data Governance

Implemented successfully a business-driven Practical Data Governance model by partnering with the Executive Leadership Team. Created DG Council, Committees, Workflow/Approval process, with SLAs.

Procurement / Vendor Partner Management

Successful Procurement and Maintenance of over 55,000 devices using win-win partnership with OEMs

Negotiated and implemented Managed Service Provider (MSP) contracts covering both onshore and offshore locations ($17m+/year). Provided Help Desk and Desktop Services 24x7x365 beating SLAs

Implemented and complied with multi-million-dollar HW and SW Service contracts for Databases and BI

Negotiated and implemented project driven SOW-type engagements/contracts ranging in values from $500k to $5m and delivered business results on time, within budget

Challenged vendors through RFIs/RFPs on “what’s coming next” and successfully implemented continuous improvement type initiatives on Cloud-based services, Company provided-to-BYOD transitions for devices, and Printer optimizations, resulting in 5-10% year-over-year cost savings

Manager, IT

TE Connectivity – Harrisburg, PA

December 1994 – June 2014

Master Data Management (MDM) and Enterprise Data Warehouse (EDW)

Created Master Data and implemented the Enterprise Data Warehouse for the $16B enterprise through consolidation of over 15 ERP systems of various sizes, distributed globally. Enabled EDW as the single source of truth, for quarterly and year-end financial closings (Wall Street/SOX Reporting)

Established an off-shore entity through an MSP and efficiently supported multi-TB Data Warehouse and various Manufacturing applications, showing $1m productivity improvement year-over-year

Using Six-Sigma/LEAN program, delivered 50% performance improvement in EDW operations. Voice-of-Customer, Kaizen-events, Value-Stream-Mapping, and 5S+1 were utilized

Mergers-Acquisitions-Divestitures (M-A-D)

Defined M-A-D Coordinator role, worked across IT spectrum in bringing data from other companies for quick integration with enterprise data warehouse, and successfully delivered 80 M-A-Ds over 2 years

Analyzed, designed, and produced “Acquisitions Cookbook” for quicker future implementations

Education

Bachelor of Engineering: Electronics and Communications (Honors) – Equivalent to Summa Cum Laude

Madurai Kamaraj University – Karaikudi, Tamilnadu, India

Narasimhan Saiganesh – Resume (Page 2)

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