Profile
A meticulous IT Professional having rich and insightful experience of over 18 years, including over 2 years in international (UAE, KSA) tenure, seeking leadership challenges, with well-established and globally reputed organization in IT/ ITeS sector
A Certified & self-motivated professional with diverse responsibilities of operations management, process management, client relationship management, client support, quality management, networking and team management for implementing procedures & service standards for enhancing performance & service quality
Extensive experience in Operations Management by enforcing targets & objectives, defining strategy/policy/procedure, understanding business requirements, conceptualizing & implementing strategies, ensuring Critical To Quality (CTQ) closure/capacity based Turn-Around-Time (TAT), evaluating areas of improvements based on client feedback, establishing seamless process operation, deployment & monitoring of DR/BCP and reports on process operations to the senior management
PRINCE2 Certified Project Manager for Service Delivery Projects by mapping client requirements, implementing preventive options, delivering quality service, complying with Service Level Agreements (SLAs); Participating in process development, implementation, transition and customization in compliance with the assigned policies and procedures of the client; Creating Standard Operating Procedures (SOPs) & Manuals
Similar experience in Client Relationship Management by enforcing customer service operations, providing technical support, handling and resolving escalations, delivering quality service, interacting with the clients, resolving escalations and ensuring customer satisfaction
Strong Technical Knowledge in LAN/WAN Administration including installation, configuration & support of network, data communication hardware/software, VPN services, application servers & databases in compliance with communication protocols.
Deft in Team Management by driving team performance, maintaining shift statistics, ensuring achievement of individual/group targets, enforcing efficiency in process operations and customer service delivery
Work Experience
(Nov 2014 to Feb 2016)
Akshay Software Technology Ltd, Dubai, UAE
Project Manager (Contract based on project)
Deliverables:
Currently reporting to the AVP, while leading a team of 5 resources for management of Service Delivery Projects.
Accountable to lead the team for production support services delivery so as to improve the production efficiency.
Managing Continual Improvement programs for the projects, developing project Budget and tracking & execution service delivery complying with SLA.
Responsible for Risk & Issue by Risk Analysis, Identification and Mitigation planning & deployment thereafter Benefits Realization
Involved various responsibilities like improvement of the existing Project related documents, coordinating CAB meetings, Incident and Change Management.
Performing daily team administration routines as well as team development and people management for improvement of team productivity.
Achievements:
Increased production efficiency by 25%, after implementing 1 custom project for a dept.
Efficiency of other dept increased by 35% after making changes in the current application
Able to show the management of cost efficiency by 8 % for the current year, with ROI by 3 years
(Sep 2013 to Oct 2014)
BBG Group FZCO, Dubai, UAE
Project Coordinator (Contract based on project)
Deliverables:
Reported to the CFO and supervised 3 resources in terms of IT Project implementations (Data Centre deployment).
Managed for enhancement of support level to the enterprise services and implementing new initiatives.
Responsible to identify Risks/Issues, plan to mitigate same and deployment of such plans against risks and issues.
Involved in deployment of several projects including Dealer Management System (DMS) and Warehouse Management System (WMS) as well as integrated same with the DMS system.
Achievement:
Saved expenses for data center usage paid to 3rd Party by 40% after in-house data center setup
(Aug 2012 to Aug 2013)
Sujana Group of Companies Hyderabad
Senior Manager IT
Deliverables:
Reported to the Director and led a team of 20 resources for heading the IT Department of the Group.
Managed day-to-day operation management as well as for enhancement of support level to the enterprise services and implementing new initiatives.
Responsible for Budgeting & Project Planning along with coordination with the management on generating monthly reports.
Involved in crisis management, emergency preparedness, Incident & Problem management and Business Continuity monitoring.
Desktop Asset Management/ Laptop Asset Management along with Software Licensing and procurement.
(Sep 2011 to Aug 2012)
Self Employed, Hyderabad
Consultant
Deliverables:
Coordinated with multiple clients (banks & private organizations), as individual contributor, to provide technical guidance to companies for their infrastructure needs.
Done IT Sales for various banks for their Hardware, Software, Networking & other IT requirements.
Managed multiple responsibilities of Web designing & hosting services for companies & individuals and guiding the team on ensuring quality aspects of the process.
Responsible for coordinating with the concerned teams with respect to how to build process for the Crisis Management, emergency preparedness and Business Continuity.
Involved in providing assistance in team management tips and recruiting while helping in preparing SLA as well as monitoring compliance.
(Apr 2010 to Sep 2011)
Sungard Global Technology, Pune
Assistant Manager
Deliverables:
Reported to the Director and led an Enterprise Services Support team of 150 personnel for supporting steering systems, network applications and Help Desk.
Managed to enhance support level to the enterprise services and implemented new initiatives while monitored SLA and ensured quality aspects of the process.
Responsible for coordinating with the concerned teams with respect to Crisis Management, emergency preparedness and Business Continuity
Involved in team reviews, providing feedback to the Agents and submitting daily/bi-monthly reports to the senior management.
Spearheaded the team which worked on Exchange, Blackberry, SCCM, Incident & Change Management, Servers & firewall management as well as BCP implementation.
Supported coordination with the client on generating daily, weekly and monthly reports.
(Apr 2007 to Mar 2010)
Fugitsu Consulting India Ltd, Pune
Assistant Manager
Deliverables:
Managed a Project for SAP AG, led a team which was managing the SAP servers and ensured compliance to SLA and the assigned quality aspects of the process.
Responsible for leading concerned teams with respect to Crisis Management, emergency preparedness and Business Continuity. Responsible for the BCP implementation for the project.
Involved in conducting team reviews, providing feedback to the Agents and preparing & submitting daily and bi-monthly reports to the senior management.
While supported Incident, Change & Problem Management, liaised with the client on process issues including requisite daily, weekly and monthly reports.
Earlier led the internal helpdesk team of 25 members and involved in transitioning the service desk from USA to India.
Provided technical support to the internal customers & monitored SLA at the same time troubleshot PC issues & VPN connections and ensuring quality compliance of the Service Desk
Conducted team reviews and interfaced with the client on generation of daily, weekly and monthly reports.
Previous Engagements
(Nov 2005 to Jan 2007)
Sr. Associate
Nipuna Services, Hyderabad
(Oct 2003 to Oct 2005)
Sr. Help Desk Engineer
Sutherland Tech. (P) Ltd
(May 2002 to Aug 2003)
Team Lead
Nishi Informatic, Tanuku
(Apr 2000 to Apr 2002)
Senior Systems Engineer
Computer Den Inc, Tanuku, AP
(Apr 1996 to Mar 2000)
Territory Manager
More Services, Vijayawada
Qualifications
Academics:
P.G. Diploma (Computer Applications)
from Andhra Pradesh Govt., Bapatla, AP
(1995) with First Class
B.Com
from Gauhati University, Guwahati, Assam
(1994)
Accreditations:
PRINCE2 (Foundation) for Project Management
ITIL V3 (Foundation) on ITSM
SCRUM (Foundation) for Project Management
IT Governance Workshop
PMP Examination Study Workshop
Internal Auditor (IT Management)
Technical Skills
Operating Systems: Windows Server, Windows 7/8
Language: VB, HTML, CSS, PHP
Database: MS SQL Server
Framework: MS.NET
CRM Tools: Siebel 7.0, Icare V2.4B, Newton, Remedy 5.0, Manage Engine
Utility: MS Office 2010, IBM Domino X-Pages
