PROFESSIONAL SUMMARY:

• Having 22+ years of IT IS experience, have managed several large accounts and resolved escalated client issues.
• Collaborated across multiple departments to coordinate on - time delivery of projects, promote client satisfaction, and ensure a competitive edge for the organization.
• Managed end-to-end delivery of IT services 24X7 (product lifecycle management, end user support, coach and mentor overall IS delivery team, and incident/risk management) following ITIL best practices.
• Five major successful transitions were completed with zero deviations.
• 200 resources at offshore (India), 25 resources at near shore (Manila) and 40 resources at Onsite with the revenue of $6 million annually.
• Ensuring end-to-end service levels supports the goals of the customer business functions
• Successful service delivery - SLA achievement with high customer satisfaction index
• Manage a team of resources focused on implementation, delivery, and continuous improvement of processes and supporting automation
• Act as a subject matter expert on the ITIL framework, guiding Service Management team resources in the proper development and delivery of service design, service transition and service operations
• Ensure all processes are fit-for-purpose with principal stakeholders. Drive standardization of processes
• Ensure processes are complaint with all statutory, regulatory, and policy driven controls
• Ensure proper alignment of Service Management processes within the broader context of end-to-end IS planning delivery, and sustainment frameworks
• Overseeing technical teams for all projects impacting the Human Resources area
• Acting as an internal consultant providing guidance on complex projects and researching strategic planning matters
• Working closely with the Program Manager to ensure all standards of Projects and System Enhancements are met and delivered. Ensuring cross-functional resolution of application support issues
• IT Strategy & Operating Model Development
• DC Migration and Data Center roadmap
• Cloud Strategy, Assessments and Transformation - IaaS, SaaS, PaaS, Hybrid, Public and Private Cloud
• O365 Migration, Operating System and Hardware Refresh - Project execution
• Oversees network operations and systems engineering
• Responsible and accountable for architecting advanced infrastructure architectures and envisioning appropriate technical roadmaps to enable the company to achieve its objectives
• Accountable for all aspects of the datacenter, telephony, storage, network, and server environments, whether they are located in the company’s own datacenters or in cloud environment
• CIM - Manage outages and drive towards resolution. Ensure RCA is submitted to the client on time
• Ensure high visibility changes are well planned and rehearsed prior to implementation. Conducting Pre-Cab
• Strong ITIL knowledge on Incident management, Change management and Problem management processes
• Conducting steering committee meetings. Review scorecard (CSLA, SLA and KPIs), Initiatives, performance (SIP and PIP) and AIs
• Setting up organizational goals and improve team performance based on KPIs
• Point of contact for all Service delivery escalations. Ensuring quality of service aligned to meet the customer’s business or product expectation
• Accountable for identifying, tracking and resolving Operations and Project risks
• Ensure Project activities are completed as per the schedule agreed with the client. Conduct periodic reviews on the project status
• Operational review meetings with offshore delivery partner Daily/Weekly/Monthly
• Ensuring proper hand over take over happening between Onsite and offshore delivery teams
• Along with operational managers and technical leads, accountable for and contribute to the overall performance of the managed services division. Ability to follow hardware and software best practices as defined by the Managed Services management. . Provide support delivery oversight and manage outsourced day-to-day frontline delivery. BigFix Patch Deployment. Nexpose Rapid 7 - SIEM and Vulnerability Management. . CyberArk Network Security
• Maintain overall responsibility for delivery in accordance with defined standards
• Undertake day-to-day performance mgmt. of suppliers incl. service level monitoring, and escalate high risk and systemic issues
• Drive issue resolution, reduced customer effort, cost efficacy and policy adherence
• Manage high priority escalations as appropriate and engage service delivery leaders where appropriate
• Address tool issues, policy clarifications, and other similar requests
• Ensures proper administrative management of Active Directory user accounts, file servers, print servers, application servers, telephony systems, DNS, DHCP, AD sites/schema, and GPOs. Oversees administration of MS SQL, MySQL, and Linux server systems.
• Manages patch deployment, firmware upgrades, and other maintenance activities for servers, storage, and network equipment. Manages upgrade process of Operating Systems, hypervisors, and infrastructure server services in a way that balances security, support, and feature requirements.
• Works to maximize reliability and availability of all systems. Ensures monitoring of health of network, telephony, storage, servers, and datacenter. Ensures that incidents are addressed by staff quickly and effectively. In addition, seeks to proactively identify and address underlying problems that have resulted in service-affecting incidents. Maximize uptime.
• Oversees backup administration and data restore capabilities to ensure they are complete, appropriate, and tested regularly. Oversee regularly scheduled exercises to test disaster recovery.
• Manages hardware and software support/maintenance contracts for Systems Engineering group as well as renewals of cloud-based SaaS subscriptions. Performs regular reviews of contracts and subscriptions to determine whether changes are required. Provide budgetary plans and projections for ongoing OpEx. Accountable for hardware/software inventory of network, telephony, storage, server, security systems. Works with Finance to track Fixed Assets.
• Works with Ops Managers and Tower Leads and the IT Applications team to develop annual roadmaps and go-forward strategies for cloud, telephony, datacenter, security, storage, backup, server, virtualization, and network. Develops annual budgets for Systems Engineering team.
• Tracks, projects, and plans for capacity requirements in telephony, network, server, virtualization, backup, and storage.
• Responsible for the performance, risk, cost and continual service improvement of the service / product, raising the awareness amongst associates/teams and stakeholders whilst improving quality of the end to end service.
• Responsible for the end to end aggregation of all service components to ensure service levels meet the desired business outcome, as defined in the Service catalogue.
• Develops service management strategies, identifying staff, tools and specialized support requirements as necessary to ensure that operational and support processes are working as expected to support the company.
• Manages and drives the Change Management process. This includes tracking and reporting of release/maintenance window preparedness as well as post change results, impacts, and trends.
• Manages and maintains the IT service management framework encompassing incident, request, change, configuration, request, problem, and knowledge management.
• Engages with cross-functional teams to prioritize and integrate process development and maturation, ensuring that the right talent is engaged and utilized at the appropriate level in order to achieve successful service delivery outcomes.
• Leads and facilitates implementation of new IT service management framework components such as; service definition and road mapping, service catalog, service request, asset management, configuration management database, problem management, and knowledge management.
• Oversees and communicates the IT service delivery model for customers. The service delivery model covers the aspects of IT services to be delivered in a service level agreement framework, adhering to key performance indicators, and flexible delivery capacity requirements.
• Accountable for the quality of service metric reporting by matrix-managed resources, and sharing metrics with other IT and business managers to improve these metrics.
• Conduct root cause analysis/post mortem meetings and facilitate the problem management process for lessons learned and preventive reoccurrence.
• Integrates reports, key performance indicators (KPI’s), metrics packages and related information for senior management to be reviewed in a facilitated Monthly Operational Review Meeting (MORM), balanced health/score card report intended for our customer, and as required by IT leadership.
• Works closely with IT financial support to establish service costs according to the model.
• Select and develop ITSM team members by participating in the hiring process, setting annual performance goals, ensuring individual development plans are in place and appropriate, providing regular mentoring and feedback to team members, completing annual performance reviews and participating in the annual talent assessment process.
• Responsible for data retrieval, analysis & the generation of future service delivery metric reports to support industry service quality and cost benchmarking.
• Manages relationships with key vendors as required.
• Ensure service management tool (Service Now) is operational and functions as designed
• Performs other job-related duties as assigned or apparent.
• 3rd party or Vendor Management
• Cost budget on Service Management
• End to End Service Management
• Expertise on Service Integration and management (SIAM) - Multivendor
• Lead all technical aspects of project delivery and solution delivery including application UI configuration, workflow configuration, development of required client specific reporting, development of requirement integration components (SSO, LDAP, etc.)
• Interface with ServiceNow technical teams such as cloud infrastructure to successfully set up the SaaS platform.
• Be a key member of the overall implementation project team.
• Prepare all client facing and internal deliverables that are technology related.
• Drive the continuous improvements of our implementation methodology and service offerings based on client experiences.
• Good Understanding of ITIL v3 processes
• Responsible for all transitions and transformations within the respective geographical region. Responsible for all pre-sales support, transition, transformation and project execution, staffing, financial accountability, escalations, CSAT and all other aspects of transitions and projects within the respective geographical region. Responsible for ensuring that all projects or programs are run successfully within the region, and that they are completed on-time and within budget. Responsible for working with the sales and suctioning teams to ensure that the Transition/Transformation Oversight costs and the staffing and schedules included in solutions are costed correctly. Will oversee, manage, and approve the Transition/Transformation staffing assignments and help their regional teams ensure they adhering to the global transition & transformation methodology.Pre Transition, Transition Planning, Transition Scheduling, Reporting, Templates, Major Milestones, AIR Log, Transition cycles (KA, SS, PS and Go live), Stake holders meeting, Successful Transitions

TECHNOLOGY EXPERIENCE:

• Infrastructure Support - 20 + Years
• Datacenter Management - 15 + Years
• DevOps - 6 Years
• Engineering - 6 Years
• AWS – 3 Years
• Infra Architect – 8 Years
• Middleware – 6 Years
• Service Management – 15 Years
• Hardware Exp – 15 Years
• Global Service Delivery – 15 Years
• Cloud Assessment – 3 Years
• Disaster Recovery – 10 Years
• Project Management – 10 Years
• Transition – 10 Year

TECHNICAL SKILLS:

Operating Systems: Windows 2012 and 2016 Server, Linux 7 and CentOS, AIX, Novell Netware 4.x & 5.0

Databases: Oracle, SQL Teradata

Hardware: Cisco UCS, HP, EMC, IBM e-Server, Dell, Pal Alto, Nexus - Cisco UCS B200, B230 UCS 5108, UCS 6140, UCS 6296. EMC VNX 5700. NetApp, 8040, 8020. Veritas NetBackup - 5230 and 5020. Nexus 7010, Cisco 5580, 5520, 5596, 3050, Pal Alto 3000

Applications: Service Now, Could Plus, Zabbix, BigFix, LSF, GRID, 0365, Cloud, AWS

Industries: IT, Retail, BFS, Consumer Products

Project Management Tools: PMP, PMI, ITIL v3, PMO and Service Delivery

Methodologies: PMI, PMP, PMO

PROFESSIONAL EXPERIENCE:

Confidential, CA

Service Delivery Head - IT IS Managed Services

Responsibilities:

• Building a personal relationship with key client staff (VPs and Directors)
• Successful service delivery - SLA achievement with high level of customer and user satisfaction
• Monitoring overall performance of services
• Good communication around issues and opportunities - get things done, make things happen
• Conducting the Steering Committee meetings
• SLA and Performance review meetings
• Tower Level meetings
• Driving Security vulnerabilities remediation process
• Collaborating with senior management on client account management and growth
• Ensuring operations teams are aware of changes and are prepared
• Building service reports
• Service reporting and sponsoring service delivery meetings
• Pulling in additional resources when needed e.g. specialist teams or people for specific issues / opportunities
• Removing all obstacles to customer satisfaction and / or financial performance
• Communicating across organizational boundaries - from engineers through to senior managers
• 3rd party management responsibilities
• Following up if service delivery is not meeting expectations
• Working with the client and operations teams to identify and managed service improvement activities
• Along with operational managers and technical leads, accountable for and contribute to the overall performance of the managed services division
• Ability to follow hardware and software best practices as defined by the Managed Services management
• IT Project Management
• Architecting applications for AWS target environment (Web/Mobile/Desktop applications).
• Extensive Systems Architecture experience

Confidential, GA

Service Delivery Lead

Responsibilities:

• Building a personal relationship with key client staff
• Successful service delivery - SLA achievement and high level of customer satisfaction
• Monitoring overall performance of services
• Good communication around issues and opportunities - get things done, make things happen
• Collaborating with senior management on client account management and growth
• Ensuring operations teams are aware of changes and are prepared
• Building service reports
• Service reporting and sponsoring service delivery meetings
• Pulling in additional resources when needed e.g. specialist teams or people for specific issues / opportunities
• Removing all obstacles to customer satisfaction and / or financial performance
• Communicating across organizational boundaries - from engineers through to senior managers
• 3rd party management responsibilities
• Following up if service delivery is not meeting expectations
• Working with the client and operations teams to identify and manage service improvement activities
• Along with operational managers and technical leads, accountable for and contribute to the overall performance of the managed services division
• Ability to follow hardware and software best practices as defined by the Managed Services management
• Architecting applications for AWS target environment (Web/Mobile/Desktop applications).
• Extensive Systems Architecture experience
• Excellent in Java/J2EE, Web services, Spring MVC, Hibernate/JPA, JSP
• Working knowledge of application servers like J Boss, Web ogic and .Net
• Extensive AWS Application Migration experience Java based applications.
• Ability to transform complex business requirements into technical design specifications.

Hardware: HP Blades and DELL Blades. Commvault, Qualstar and Quantum, EMC Vmax 20K,HP 3 PAR V 400, 7400, NetApp 3000S and 6000S, EMC Data Domain - Archival, EMC Extreme 10 - Flash Storage

Operating System: Windows 2012, RHEL v6.x

Special Software: LSF, IIS v6, 7.x, IBM HTTP Server, Java, Apache Tomcat, .NET 2.0, 3.0, 3.5, 4.0,MS SQL 2012 SSRS, SSIS and SSAS.

Confidential, Newark, DE

Program Manager and Resiliency Manager

Responsibilities:

• Accurate and timely delivery of project artifacts based on the Project Management Model (PMM) workflow
• Interfacing with respective ICDW Project teams as required for the project (Internal Design Reviews)Solaris zones configuration, installation with controlled resource allocation
• Interfacing with the Client and Business Partner as required for the project (External Design Reviews)
• Use the DMAIC framework for all design projects
• Building DR infrastructure for ICDW environment
• Following through on process improvement opportunities, using the past to learn for the future
• Ensure that applications have a fully documented, and executable DR plan that contains all of the required information, reflects current conditions from an IT infrastructure recovery standpoint, and is able to support the recovery objectives of the company.
• Design and execute DR exercises and write test reports, including lessons learned and coordinating follow up on test results as required.
• Provide expertise in the design, development, implementation, and testing of disaster recovery technology solutions
• Analyzes business services and map applications and infrastructure to these services
• Establishes application tiering based on what is critical to the business
• Collaborate with infrastructure and application teams to define solution requirements
• Develop reusable DR collateral, standards, and best practices as well as evaluate new technologies and capabilities

Hardware: Risc based IBM, and Sun Servers, IBM pSeries and iSeries. Intel based HP and IBM Servers.

Operating System: Windows 2012, 2008 Servers and Windows XP and 7 Clients. RHEL v6.x, IBM iSeries AIX 6.1

Special Software: IIS v6, 7.x, IBM HTTP Server, Java, Apache Tomcat .NET 2.0, 3.0, 3.5, 4.0, MS SQL 2000, 2005, 2008, 2012 SSRS, SSIS and SSAS, IBM iSeries Client access software, MQ Server and Client, RepliWeb.

Confidential, Jacksonville, FL

Design Team Lead/ Sr. Infra Architect

Responsibilities:

• Accurate and timely delivery of project artifacts based on the Project Management Model (PMM) workflow
• Working closely with the Technology Project Manager and Engagement Manager in order to provide a fully documented infrastructure technology solution based on standard product offerings
• Interfacing with respective Engineering teams as required for the project (Internal Design Reviews) Solaris zones configuration, installation with controlled resource allocation
• Interfacing with the TPM and Business Partner as required for the project (External Design Reviews)
• Use the DMAIC framework for all design projects
• Following through on process improvement opportunities, using the past to learn for the future
• Assisted senior management with planning capital and operations budgets. Suggested, selected, and planned capital projects to meet business objectives. Worked with vendors and resellers to estimate capital costs.
• Researched new technologies and planned proof-of-concept and production implementations. Oversaw and assisted operations staff members with implementation.
• Worked with other technology groups and business units to provide infrastructure services to meet new business objectives and support new initiatives. Ensured delivery of highly-available services for corporate IT needs as well as broadcast and content-production.
• Served the role of Team Lead and IT Architect to support and deliver services to steady state commercial accounts.
• Delivered services to critical systems and servers.
• Designed and deployed physical and virtual servers.
• Managed and reviewed all technical and account documents as a process architect for approval via a document library and ensured that all deliverables were met on time and made sure all obligations were met.
• Extensive Systems Architecture experience
• Excellent in Java/J2EE, Webservices, Spring MVC, Hibernate/JPA, JSP
• Working knowledge of application servers like JBoss, Weblogic and .Net
• Ability to transform complex business requirements into technical design specifications.

Hardware: Risc based IBM, and Sun Servers, IBM pSeries and iSeries. Intel based HP and IBM Servers. IBM iSeries AIX 6.1, SAN/NAS/NFS, DFS, F5

Operating System: Windows 2000, 2003, 2008 Servers and Windows XP and 7 Clients. RHEL v6.x, IBM iSeries AIX 6.1

Special Software: IIS v6, 7.x, IBM HTTP Server, Java, Apache Tomcat, .NET 2.0, 3.0, 3.5, 4.0, MS SQL 2000, 2005, 2008, 2012 SSRS, SSIS and SSAS. IBM iSeries Client access software, MQ Server and Client, RepliWeb, Oracle RAC, Golden Gate, SSO,SSL, ESB, WebLogic, WebSphere, Jboss, JDK, Biztalk, DR Replication, Clustering, DMZ, MSMQ, IBM MQ.

Confidential, Neenah, WI

Delivery Lead/ Project Leader

Responsibilities:

• Building a personal relationship with key client staff (VPs and Directors)
• Successful service delivery - SLA achievement with high level of customer and user satisfaction
• Monitoring overall performance of services
• Good communication around issues and opportunities - get things done, make things happen
• Conducting the Steering Committee meetings
• SLA and Performance review meetings
• Tower Level meetings
• Driving Security vulnerabilities remediation process
• Collaborating with senior management on client account management and growth
• Ensuring operations teams are aware of changes and are prepared
• Building service reports
• Kimberly has an IT division and under IT division there are multiple projects running. Projects like Server install, Patch management, Web services, Development, VMware, Data center operations, Citrix, EFM, HP OVOW, Unix support, Storage support, and Database support.

Hardware: Risc based IBM, and Sun Servers, IBM pSeries and iSeries. Intel based HP and IBM Servers. IBM iSeries AIX 6.1, SAN/NAS/NFS, DFS, F5

Operating System: Windows 2000, 2003, 2008 Servers and Windows XP and 7 Clients. RHEL v6.x, IBM iSeries AIX 6.1

Confidential, Atlanta, GA

Retail Store Software Provisioning Project Manager

Responsibilities:

• Project management, managing onsite and offshore team, Client coordination, Reporting to client manager
• Installation and configuration of Windows 2003 operating system for different stores using the tools Symantec CCM, On command remote master and Live state Delivery 6.0
• Automation-monitoring and job scheduling
• Providing L 3 support to Confidential Stores ( 2050 Stores across USA, Canada and Mexico )
• Distribute Software updates, software packages and critical updates through the CCM console and through scripts.
• Package pushing to the servers
• Major rollout of the operating system as well application across all Confidential location.
• High level trouble shooting of the servers and clients
• Coordinating with vendors to fix hardware and soft ware issues.
• Server build using Symantec Live State Delivery 6.0

Special Software/Tools: Symantec Live State Delivery 6.0, CCM, On command Remote master.

Confidential, Tampa, FL

Project Lead

Responsibilities:

• Installation and configuration of Windows 2000 and Windows 2003 operating system for different projects at client’s data-center at different locations
• Windows 2000 Server cluster installation & configuration
• Microsoft SQL Server cluster installation & configuration.
• Application owner for 50 mission critical applications under verizon.com
• Automation-monitoring and job scheduling
• Providing support to retail IT Development team/ Implementers.
• System Security Administration
• Active directory configuration and support
• Security Administration with GPO implementation
• Installing MS SMS 2003/2.0 as separate infrastructure support Servers at enterprise wide for deploying production packages to Servers and desktop which includes Server patch deployments, Middleware’s, Firmware Agents.
• Create and distribute Software scan updates, software packages and critical updates through the management console and through scripts.
• Creating SMS 2.0 and SMS 2003 infrastructure and seamless migration of SMS environment from 2.0 to 2003 without affecting client’s health monitoring which also includes, Software metering, SUS Services, Site Server and SMS Administrative and Consoles.
• Installing and Configuring Symantec Antivirus ver. 8.x/9.x for and configuring Symantec Live Update Site Servers for Virus Definitions and Signature Files and also includes Live Update replication with Symantec Host Server.
• Performing patching and packaging services using WUS, and also includes SMS Servers Health monitoring and scripting for product packaging and deployment.
• Installation and configuration of middleware (.Net, Com+, IBM DB2, Connect Direct, Commerce Server, Site minder Web agent
• ( SSO ), MQ Series, F-Secure, URL Scan, SQL, Oracle )
• IIS Administration, Server performance monitoring, monitoring logs, supporting critical applications during Outage and non outage situations.
• Opening CMC bridges, Joining CMC bridge and providing application support, Solving the problem in the CMC
• Troubleshooting operating system issues
• Troubleshooting Application, Web server, Middleware, SQL Cluster, SSO Web load balance issues

Special Software/Tools: Altris Deployment server, MS SUS, ebizcenter, Terminal Client.