Description
Professional Summary: Over 10 years of experience in IT Operations Management (Application Support, Incident management, Infrastructure management, Experienced in Team Handling, Client handling, Delivery Management, Quality Management) New Application Implementation as well as managing multi-tier Application Support & Maintenance projects. Experience in defining, Tracking and delivering as per the SLA for the Project. Multiple Infrastructure Projects (Exchange, Storage, Server Build, BCP, Patching (SCCM 2007 2010, Shavlik, Server Migration 2003,2008, 2012, Clould Storage Migrations and Upgradation, Datadenter Migration/Refresh) Initiate, Planning, Design, Implementation, Verification & Closure. Passionate about building strong relationships and ensuring all stakeholders are informed and involved. My focus is on customer service and communication. Experienced in implementation, upgrade, SOP's, Proper Documentation of Testing and support projects, resource management, people management. Effective Project Management Tools Easy Redmine (and MS Project for resource management and WBS, Service Now, Salesforce, Jira and ConnectWise. Conducting and Presenting Quarterly Business Review (QBR) Meetings with Onshore and Offshore teams. Incident Management using Incident Life cycle.( Incident Logging-Classification-Investigation-analysis-Diagnosis-Resolution - Incident Closure) Weekly, Monthly Quarterly and Annual review Meetings with all Stakeholders.( Directors, VP, SVP and CIO) Part of Business and Process Improvement Meetings with Stakeholder's Offshore and Onshore. Regular Meetings with PMO. Hands-on Experience on using service Improvement Tools like SNOW, Salesforce and Connect Wise. * Presenting and Discussing Improvement plans on Performance and Quality Matrices. Experience in Hiring New talent, Defining Process for various Support Projects, Skill Matrix, and Escalation Matrix. * Experienced in Collaborative leadership and team development by providing individual or cross training and utilizing interpersonal skills and team building exercises to engage team members, increase productivity and complete project deliverables. Strong background in business analysis, change management, quality management and risk assessment. * Hands-on experience on using Redmine tool for Logging, Tracking and Closing Milestone & Risks in Environment. * Experience in managing Application's (Web Hosting Video Streaming, Radia( ATM ), Office 365, Exchange 2010, 2013 SCCM 2007, 2010, Microsoft Intune, Monitoring, patching( Shavlik and SCCM), Microsoft Intune (MDM), SharePoint )and Infrastructure( VMware, Storage( Netapp & Nimble) Citrix, HP and Dell Servers ( Blade, Chassis), Cisco UCS, Azure, MacAfee and Kaspersky Security, Database, Server Upgrades, Migration) end to End. Extensive experience in 24/7 Production support process (Financial Domain and Banking Domains) and working with clients across the Globe (US, UK and Australia). * Weekly and Monthly Team Meetings at different levels (Team, Leads, Group Leads, PM, VP, SVP, CIO) Triage, Incident management Process definition and Implementation. Experience on using tools like MS Word, Excel and PowerPoint for various Presentations. * Experience on Project estimates, Sow's, monitoring and reporting on program level status updates. Project Plan with Capacity, Availability Mgmt., Resources, Risks, Metrics, Monitoring, Issue Management. * Goal is to reduce Incidents in customer Environment and Increase Change Requests to stabilize and Upgrade the Environment. Engagements in Fixed Bid, T&M Models * Concrete project management experience in initiating, planning, executing, monitoring and controlling, and closing using waterfall & agile model. * Experienced in Utilizing processes, methodologies, and tools for budgeting, scheduling, resource management, scope management, change order management, subcontractor management, deliverable tracking, procurement negotiations and vendor selection and lessons learned. Possess good analytical, communication, interpersonal & presentation skill. * Good team player and capable of handling large and complex assignments. Experience Summary: Cardtronics TX ( Payment & Retail - ATM's) Apr 2016 to Present Role : Project Manager - Production Support Project Name : Storage Migration (NetApp & Nimble), Capacity Planning, Audit Reporting, Host Upgrade Process & VCenter upgrade (VMware), Streamlining Patching Process using Service Now (SCCM and Shavlik) and Daily Project management tasks. Proactive IT Bench Production Support 24x7 for Payments ATM Client Project Description: Handling 2 Major Clients from Payments and ATM Engineering Stream with 60 + FTE size Delivery Team from India Offshore Delivery Center with the following services. Responsibilities: Worked on IT Infrastructure Management Services including New Service Offerings. Incident management and Tracking using service now. * Used Easy Redmine tool to Monitor Risk, Opportunities and Milestone's. Worked on Delivery and provided Support for all IT Infrastructure Management related services being provided to our existing and upcoming potential prospects. Team Management, Appraisals and Hiring. * Worked on Project Management: Managed Infrastructure and Application Support Projects. Worked on Incident Management and Problem Management Managed Budget, Accounts for Various Teams and taking care of revenue leakage Organized and Participated in Daily, Weekly, Monthly and Quarterly Business and Team Meetings. Planned and implemented best practices to achieve Customer Satisfaction * Designed and Tracked documentation like SOP, RCA and KB articles Created SOW for various Project's. * Handled Projects like: Capacity Planning and Storage Tier (Storage), DR Plan, VMware Host and Vcenter Upgrade Process, Service Now, CSAT, Auditing, Datacenter Migrations, Asset Management, Datacenter Refresh. * Provided guidance for problems and questions related to Process, People and Technology. Prepared Weekly Reports, Monthly reports for Clients with Quality and performance Metrics. * Handled daily Service Operations via Service Now. Generating reports, Graphs & all kinds of tasks from Service Now.
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