IT Manager / Project Manager / Account Manager /Helpdesk Services Mgr

MANU JAGGI

**** ****** ****** ** ****** : 201-***-****

Lansdale, PA 19446 **********@*****.*** Residence : 484-***-****

An accomplished Information Technology Manager offering over fifteen years of demonstrated career success developing and executing operational strategies to promote organizational growth and optimal utilization of emerging technologies. Extensive experience leading operations for Technology and application development within diverse industries. Possess first-rate communications skills to collaborate on all business levels while effectively directing systems, processes, operating procedures and documentation. Highly personable and self-motivated professional with the versatility to work among diverse groups and handle complex problems effectively.

QUALIFICATION HIGHLIGHTS

• Executive Leadership and Communication • Project Planning, Execution and Leadership

• Strategic Planning and Assessment • Disaster Recovery and Contingency Planning

• Team Development, Mentoring and Instruction • Best Practices Implementation

PROFESSIONAL EXPERIENCE

COMCAST CABLE

Manager of Information Technology/HelpDesk Jan 08 – Present

• Management of IT Support team consisting of 17 direct reports as well as additional dotted line reports, covering approx. 30 offices; supporting 4000 users

• Manage the day-to-day operations of 24x7 regional data centers and local office facilities

• Overall management of Infrastructure including 95+ servers, SAN, Tape Libraries, Switches and Routers,

insuring 99.8% uptime

• Ensure appropriate computer application and natural disaster recovery plans are implemented and tested

• Responsible for creation and implementation of IT polices and procedures, resulting in a more efficient,

stable, and secure environment

• Management of Helpdesk and Ticketing system insuring timely response and resolutions

• Assist in the creation and management of a multimillion dollar budget

• Analysis of printer/copier usage and implementation of changes resulting in a savings of approx $200,000

• HR duties in relation to team, including but not limited to, performance management, coaching, developing

and mentoring direct reports

• Manage vendor relationships and the development of policies and standards aimed at minimizing costs

related to acquisition, implementation and operation of IT systems

• Create project plans including scopes, resources, costs, roles, responsibilities and insure adherence to

project management/change methodologies

• Manage multiple projects concurrently, insuring adherence to timelines and milestones

• Manage developers in implementation of Intranet tools providing self service support increasing

productivity to end users

• Serve as Liaison between Business groups and Field Service Support, acting as a single point of

escalation and insuring the interests of the business units are protected

• Insure all Sarbanes Oxley (SOX) requirements are met and/or exceeded

CNG Internet

Manager of Information Technology Dec 06 – Dec 07

• Provide analysis and redesign of Infrastructure including PIX firewalls ,internal security policies,

redundancy, DNS, Active Directory

• Data center management and redesign, including power, HVAC, server allocation

• Creating and presenting proposals , including timelines, costs, ,and resource allocation

• Manage projects from inception to completion including budgets, milestones, and resources

• Instrumental in the design of NJIT/EDC’s backbone and network environment

• Development and Management of a multiple domain environment using AD and OU’s

• Management of staff; both technical and non-technical, including HR duties

• Manage team of Developers, insuring timeline adherence

• Managing and deployment of security and operating system patches

• Managing and maintaining backup and recovery procedures

• Develop and manage disaster recovery practices and procedures

MANU JAGGI Page 2

NETCAREUSA

Project Manager / IT Manager March 02 – Dec 06

Lycee de Francais; Convent of Sacred Heart; Investment Banking

Law Firm; etc

• Manage and provide support for a multiple server network, including Server 2000, 2003, Exchange, Citrix,

Cisco Routers/Switches

• IT Management including management of technical staff of 7, including creation of goals, reviews, and

evaluations.

• Manage multiple location Help Desk and establish a knowledgebase for 300+ users

• Complete IT projects by evaluating project feasibility; establishing, developing, implementing, and

controlling project plans; supporting operations; managing project staff.

• Plan and manage migrations including Active Directory and Exchange 2003

• Maintain Network uptime in access of 99.7%

• Design network using Server 2000, Cisco Routers, and Checkpoint Firewalls

• Instrumental in the development of client IT policies

• Advise clients in System and Network analysis, offering options for improvements

• Provide expertise in systems and network design in the development of a new network or enhancements to

existing infrastructure

• Project management for implementation and or development

• Assist clients in the creation of budgets and projections for projects

• Creation of bids and quotes on multiple projects, incorporating, labor, time and materials

• Provide Consulting services to a wide array of companies, from Financial Institutions to Educational

Institutions

• Work with: Active Directory, SQL, Symantec Anti-virus, Surf-Control, Access

AROMAT CORPORATION (MATSHUSHITA CO.)

Project Manager / WAN Manager May 00 – June 01

• Manage LAN/WAN across 10 domestic and 2 international sites

• Supervise and oversee 5 Network Professionals, as well as Telecommunication staff

• Analyzed existing Voice and Data Networks, recommend change, resulting in faster throughput, and

efficiency

• Designed, planned and implemented new Voice and Frame relay network, doubling throughput, and saving

approximately $420,000 per annum for a 2 year term

• Create budget for all projects and insure completion on a timely basis adhering to budgets set

• Reviewed all vendor contracts, and accounts, finding credits due and over billings in amounts totaling approximately $53,000

• Router configuration and management throughout WAN

• Manage full systems documentation project, outlining procedures and creating full systems manuals

• Restructuring back-up procedures insuring accurate back up and recovery

EDUCATION & CCNA Cisco Certification classes completed

CERTIFICATIONS CNE Certified NetWare Engineer 3.12

CCSP Citrix Certification

Ramapo State College – Undergraduate Studies in Computer Science

LANGUAGES Fluent in Hindi, and understanding of several languages of India

References furnished upon request

Contact this candidate