Building a solution to address a social cause in India

• Pre-sales and Solution Architect for hosting solutions for Global Customers – COLO, Cloud & Mainframe.

• Responsible for hosting solutions for DCCS – COLO, Distributed, Mainframe.• Vendor Management for COLO/Hosting services

• As a Delivery Manager, formed the leadership for the accounts and supported the fulfillment of resources, Program delivery and handled customer escalations; Rookie management (intake and billing) and NBHC contribution – Awarded the top NBHC contributor for Q2 2016.• Provided leadership/Governance support to the Program Managers/Project Managers and respective delivery teams of the various accounts.• Hosted and chaired the governance meetings and escalations with the customer on a… Show more • As a Delivery Manager, formed the leadership for the accounts and supported the fulfillment of resources, Program delivery and handled customer escalations; Rookie management (intake and billing) and NBHC contribution – Awarded the top NBHC contributor for Q2 2016.• Provided leadership/Governance support to the Program Managers/Project Managers and respective delivery teams of the various accounts.• Hosted and chaired the governance meetings and escalations with the customer on a bi-weekly basis. Actively connected with the sales team to get additional CRs signed. Show less

• Implemented the RBAC Solution (Role Based Access Control) using IBM Tivoli Identity Manager to adhere to the International Traffic in Arms Regulation (ITAR).• Managed the IBM Tivoli Identity Manager Support team to provide 24x7 Support for all issues within the ITIM implementation and Infrastructure• Managed the IBM Tivoli Identity Manager Development team to deliver the enhancement requests for the ITIM implementation.• Provided operational and technical management to onsite and… Show more • Implemented the RBAC Solution (Role Based Access Control) using IBM Tivoli Identity Manager to adhere to the International Traffic in Arms Regulation (ITAR).• Managed the IBM Tivoli Identity Manager Support team to provide 24x7 Support for all issues within the ITIM implementation and Infrastructure• Managed the IBM Tivoli Identity Manager Development team to deliver the enhancement requests for the ITIM implementation.• Provided operational and technical management to onsite and offshore teams and worked as liaison between customer and Wipro management; chaired the operations calls and development review calls with stakeholders globally. Show less

• Managed the global EDO teams to deliver the data masking projects as per the agreed upon timelines.• Managed the EDO 3.2 roll-out team based out in Zurich and India to deliver the upgraded EDO product to the customer.• Provided operational and technical management to onsite and offshore teams and worked as liaison between client and senior Wipro management; Hosted and chaired the governance meetings with internal/external stakeholders globally and participated in the monthly Steering… Show more • Managed the global EDO teams to deliver the data masking projects as per the agreed upon timelines.• Managed the EDO 3.2 roll-out team based out in Zurich and India to deliver the upgraded EDO product to the customer.• Provided operational and technical management to onsite and offshore teams and worked as liaison between client and senior Wipro management; Hosted and chaired the governance meetings with internal/external stakeholders globally and participated in the monthly Steering Committee meetings for EDO projects and EDO product enhancements/new version roll-outs. Show less

• Managed the Production support program for the eSignature application (Silanis) hosted in the Amazon Cloud environment.• Planned and managed the Infrastructure migration project to move the eSignature application from the old infrastructure to an upgraded infrastructure within the Amazon Cloud environment and supported the implementation of Amazon Route 53 capabilities.• Discuss weekly / bi-weekly / monthly status call on KPIs with key stakeholders and communicate back to team for any… Show more • Managed the Production support program for the eSignature application (Silanis) hosted in the Amazon Cloud environment.• Planned and managed the Infrastructure migration project to move the eSignature application from the old infrastructure to an upgraded infrastructure within the Amazon Cloud environment and supported the implementation of Amazon Route 53 capabilities.• Discuss weekly / bi-weekly / monthly status call on KPIs with key stakeholders and communicate back to team for any gap analysis. Show less

• Handled multiple projects for the implementation of Enterprise Work and Asset Management (IBM Maximo) for the utilities customer based out in Nevada – Team comprising of offshore and onsite resources.• Managed the application support team and ensured timely delivery of fixes and enhancements.• Handled the Onshore and offshore global delivery Model; Provided Milestone Reporting and Communication with Internal and External customers;• Provided support to SLA adherence and Reporting,… Show more • Handled multiple projects for the implementation of Enterprise Work and Asset Management (IBM Maximo) for the utilities customer based out in Nevada – Team comprising of offshore and onsite resources.• Managed the application support team and ensured timely delivery of fixes and enhancements.• Handled the Onshore and offshore global delivery Model; Provided Milestone Reporting and Communication with Internal and External customers;• Provided support to SLA adherence and Reporting, Escalation management, Risk and issues management, Team and performance management. Show less

• Designed and Implemented ITIL processes and best practices in the Security Monitoring center environment for the World's Largest Global Bank.• Worked with senior management in the customer organization to define the handshake between processes across the organization.

• Implemented ITIL processes across the organization and supported the ITIL Process and Governance Tower.• Chaired the CAB (Change Advisory Board) for changes affecting multiple customers; Enforced and enhanced the governance model to handle changes impacting multiple customers (Complex changes); End to end management and coordination of changes.• Supported the migration of mainframe based change management tool to CA service desk and supported the CA service desk implementation team… Show more • Implemented ITIL processes across the organization and supported the ITIL Process and Governance Tower.• Chaired the CAB (Change Advisory Board) for changes affecting multiple customers; Enforced and enhanced the governance model to handle changes impacting multiple customers (Complex changes); End to end management and coordination of changes.• Supported the migration of mainframe based change management tool to CA service desk and supported the CA service desk implementation team for the testing and roll out of the new tool in the org. Show less

• Implemented Asset and Configuration Management solution as a Project Manager with a team comprising of both Onsite and Offshore resources.• Provided weekly/monthly/quarterly dashboard to both Internal and External customers and actively participated in the monthly/quarterly reviews. • Identified service improvement areas – Designed, proposed and implemented Marimba upgrade as a Project Manager

• Responsible for revenue generation (target $25M) for managed End user computing services (Managed Service Desk & Desktop Support Services) and supporting pre-sales team and practice managers in US, UK & Japan; Responsible to support projects during customer escalations• End to end bid management process – RFI/RFP/RFQ response creation, Defining suitable Service Delivery Model for bids, Solution walkthrough presentations, establishing business case for the customers, SOW for the deal… Show more • Responsible for revenue generation (target $25M) for managed End user computing services (Managed Service Desk & Desktop Support Services) and supporting pre-sales team and practice managers in US, UK & Japan; Responsible to support projects during customer escalations• End to end bid management process – RFI/RFP/RFQ response creation, Defining suitable Service Delivery Model for bids, Solution walkthrough presentations, establishing business case for the customers, SOW for the deal, partner coordination, etc.• Enhancing current offerings and introducing new service offerings around end user computing service line as a part of the Practice Maturity Module. Show less

• Part of the transition team & the Train-the-Trainer program.• Managed a team of Level 2 technicians and served as an Escalation Case Manager and worked closely with the delivery team for transition of the Support process.• Initiated CSAT Drive to improve the overall customer satisfaction.

• Worked as a technical lead and provided End to end support to the incident management, problem management and change management processes• Implemented Six Sigma project for enhancing FCR (First Call Resolution) and customer satisfaction.

▼   Providing Voice based technical support to Hewlett Packard’s US based customers for their All-in-One (Printer, Scanner, Copier, and Fax) machines.▼   Achieved a resolution rate of 85% and an overall customer satisfaction of 90%.▼   Within 4 months achieved a high rank amongst support executives in terms of providing quality customer service and high-resolution rate.

• Providing Technical Support to SSi Education and Training Centers in the Western UP regarding the course delivery and network issues and also identifying training needs for the Faculties.• Planned and managed the company’s desktops/network at their 3 locations consisting of 25 – 30 workstations at each location.• Assisted in franchise development and signed off centers at 3 locations.• Worked closely with management providing feedback and suggestions regarding co-workers, support… Show more • Providing Technical Support to SSi Education and Training Centers in the Western UP regarding the course delivery and network issues and also identifying training needs for the Faculties.• Planned and managed the company’s desktops/network at their 3 locations consisting of 25 – 30 workstations at each location.• Assisted in franchise development and signed off centers at 3 locations.• Worked closely with management providing feedback and suggestions regarding co-workers, support processes and training.• Implemented and conducted training sessions for the Windows 2000 administration and installation. Show less