20+ years IT experience ranging from end user technical support to enterprise software support experience with recognized strengths in leading support operations, outsourced delivery management and customer account management.Have rich experience in IT Infrastructure, Application Support and Maintenance, and Infrastructure Project Management. A strategic decision maker and have implemented initiatives across global operations and have distinguished abilities in handling IT infrastructure for accelerating business growth and have proven competencies in budgeting and forecasting and estimations with P/L accountabilityHave in-depth experience in service strategy & operations such as Contract management, Account Management, Operations Management, Virtual team support and Customer Relationship Management. Proven success in managing outsourced projects – planning, setting up, measuring and optimizing processes for Service Delivery Operations/Contact CentresAdept at leading projects and leading cross functional initiatives from requirements gathering to creating project execution plans, from implementing pilots to standardizing processesSpecialties: Program and Project Management, Vendor Management, Support Operations Management Customer Service Management, Business value justificationCost-benefit analysisCertifications: BPI (Lean) Yellow belt, CCNA, ITIL V3