IT Projects & Operations Leader - 16+ Years Experience

Badrinath Shenoy

+91-988**-***** ️ ****************@*****.***

India

PROFESSIONAL SUMMARY

IT Operations & Project Management Professional with 16+ years of experience leading non-technical and cross-functional teams across global delivery environments. ITIL Foundation certified with strong expertise in project coordination, stakeholder management, SLA/KPI monitoring, client communication, and process improvement. Proven ability to manage end-to-end project lifecycles, support international clients, and deliver high-quality outcomes aligned with business goals. CORE SKILLS

Project & Operations Management (End-to-End Delivery) Client & Stakeholder Management (Global Clients)

Team Leadership & Mentoring

SLA & KPI Monitoring

Requirement Gathering & Documentation

Process Improvement & Change Management

Status Reporting & Escalation Management

Agile / Scrum (Working Knowledge)

Website Deployment & Operations Support

TECHNICAL SKILLS

Tools: Jira, SVN, Citrix, WebEx, GoToMeeting, Snagit, ActiveCollab Methodologies: SDLC, Agile/Scrum, ITIL v3

Applications: MS Excel, Word, Access, Project

Web: Basic WordPress, E-commerce Platforms

PROFESSIONAL EXPERIENCE

Glowtouch Technologies – Mangalore, India

Nov 2007 – Present

Team Lead – Non-Technical Operations (Sep 2025 – Present) Lead and manage a team of 9 members, ensuring productivity, quality, and adherence to processes

Own project delivery from estimation, kickoff, execution to final sign-off

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Act as a bridge between development teams and global clients across multiple time zones Ensure daily task completion, SLA adherence, and timely delivery Prepare and share daily and weekly status reports with clients Analyze team KPIs and drive continuous improvement Serve as escalation point for delivery or service-related issues Consultant (Feb 2022 – Sep 2025)

Supported project and operational delivery across multiple accounts Provided guidance on process improvements and client communication Team Leader (Jun 2014 – Jan 2022)

Managed client-facing projects and coordinated with internal teams Ensured scope, budget, and timelines were aligned with client expectations Senior Project Coordinator (Jan 2011 – May 2014)

Coordinated multi-client web development and e-commerce projects Handled requirement gathering, documentation, and delivery tracking Project Coordinator (Nov 2007 – Dec 2010)

Supported project planning, execution, and reporting activities KEY PROJECTS

Endurance International Group (USA)

Web Hosting & E-Commerce Solutions

Gathered and translated client requirements into technical specifications Coordinated design and development for e-commerce, blogging, and SMB websites Tracked project progress using ActiveCollab

Acted as primary liaison between US stakeholders and offshore teams Ensured effective testing, defect resolution, and timely delivery Bellwether Software (USA)

Electronic Purchase Management eXtra (ePMX)

Collected and analyzed requirements for feature enhancements Coordinated development and QA activities

Managed bug tracking and resolution through Jira

Ensured version control compliance using SVN

Prepared detailed weekly progress and defect reports

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Hudson Recruitment (UK)

Recruitment Solutions Platform

Formatted and standardized candidate CVs as per client guidelines Performed multi-level quality checks

Uploaded data into secure recruitment systems

EARLIER EXPERIENCE

Manipal Informatics – Manipal, India

International Tele Marketing Executive (Jan 2005 – Jun 2007) - Handled B2B and B2C outbound campaigns for overseas clients

Pharma Distributors – Udupi, India

Sales & Marketing Executive (Mar 1993 – Dec 2004) - Managed hospital-focused pharmaceutical sales and marketing operations

EDUCATION

PUC (Associate Degree Equivalent) – Poornaprajna Evening College, 1993 SSLC (High School Diploma) – Christian High School, 1990 CERTIFICATIONS & TRAINING

ITIL Foundation v3 – Certified

IELTS – 2020

PMP – Course Completed (Exam Pending)

ADDITIONAL STRENGTHS

Excellent written and verbal communication skills

Strong adaptability to change and deadline-driven environments Proven ability to manage ambiguity and multi-client portfolios

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