Profile
I am a decisive, action-oriented and result-focused professional offering experience in IT Operations, IT Service delivery, Infrastructure & Business development. Proficient in managing & leading teams for running successful process. I believe in managing crisis by meeting deadline, render my efforts towards growth of the organization and to be focused on the customer’s requirements, deliver services with quality & perfection.
Snapshot
• Balanced IT professional with 12 years of Experience in Networks, People management, Service Management and IT Service Delivery.
• Skilled in Operations Management, Process Management, Customer Relationship Management.
• Presently working in HCL Europe as an IT Manager.
• Certified ITIL V3, CCNP and MCP.
• Certified Prince 2 Practitioner.
• Experience in IT Sector and Airlines Industry.
• A Stickler for quality, team builder to the core and a natural motivator with perseverance and integrity.
• Ability to deliver projects within deadlines while maintaining quality.
Professional Certifications
Cisco Certifications: Cisco Certified Network Associate (CCNA)
Cisco Certified Network Professional (CCNP)
Prince 2 : Certified Foundation and Practitioner
Microsoft Certification: Microsoft Certified Professional (MCP)
Information Technology Infrastructure Library: ITIL V3 Foundation
Completed Six Sigma Training
Academic Qualification
Master of Computer Applications (MCA)
IGNOU University, Delhi
PGDBA in Operations Symbiosis Centre for Distance Learning
B.Com Dr.
Bhimrav University, Agra
Work Experience
Feb 2014 till Date
HCL Europe
IT Manager (UK)
Provide a single point of accountability for the delivery of all the datacenter services to the client.
Managing and monitoring the delivery of IT infrastructure services to the client and ensuring Service Level Agreements (SLAs) are met.
Ensuring process Quality and compliance as per ITIL standards.
Analyses and reviews daily practices, processes, and documentation to ensure that all Operational activities and business requirements are dealt with and resolved.
Handling the process of Planning, scheduling, communication and execution of Changes successfully.
Responsible and accountable for the coordinated management of multiple related projects directed toward organizational objectives.
Build credibility, establish rapport, and maintain communication with stakeholders at multiple levels, including those external to the organization.
Oct 2010 till Feb 2014
HCL Technologies
IT Manager
The company provides value-added, software engineering led IT solutions and services in the areas of e-commerce and Internet, as well as enterprise product and management solutions to large and medium scale organizations, across the world.
People management and working for the Growth of the Team members.
Dealing with various world known Carriers and Vendors like AT&T, British Telecom, Bell Canada, MCI, SBC, BSNL, and Bharti.
Planning and working upon new Work Requests.
Handled day to day escalations from customer while managing the vendors for provisioning of new circuits with AT&T.
Improved Incident handling process & gained customer delight.
Prepared reports at regular basis and sending to the Client like SLA Report, Router & circuit uptime Report etc.
Manage and Motivate the Team to achieve the SLA’s
IT Service Management (ITSM) based on ITIL best practices
ITIL Service Support areas of Incident, Problem, Change, Release, Configuration Management and Service Desk
Review objectives and SLA Metrics with the Customer Management to ensure Team is working in the right direction.
Reviewing the SLA parameters with the Customer in a timely manner.
Preparation of various Reports for the Customer
To work in sync with the Customer and Vendor.
Work closely with the Third Party providing support to the Customer.
June 2006 till Sep 2010
HCL Comnet
Senior Network Eng
A 100% subsidiary of HCL Technologies, HCL Comnet is recognized around the world as a leader in networking and infrastructure management services.
Stellar role in handling Network & Data Centre Operations Team for our Customer.
Covering all the Geographies like USA, UK, Asia, China and South Africa.
Provisioning, configuration and implementation of Cisco routers and Switches
Applying Routing, BGP, OSPF for the customer links.
Bandwidth upgrade/change before/on order delivery dates
April 2003 till June 2006
Jet Air
Customer Service Executive
• Providing Desktop support.
• Providing support to the Jetairways customers.
• Responsible for Managing Client Expectations.
Transition Handled
• Transition of Client Networks in US Data Centre.
• Transition of BBNA tool.
Prepared all the Procedures and Documentation and implemented them in various Track.
Discussed various requirements of the Customer.
Understood Data Centre operations and how to implement them in our team.
Worked with various teams for implementation of BBNA tool.
