Cyber Security, Program management

Projects delivery to Government, Mining and IT companies

Main Roads and Western Power

Achievements• The outstanding quality service award as Best PM.• Implemented two large sized projects under IT Security Compliance for Microsoft Active Directory and Exchange migration, SMS and Managed DR Exercises.• Delivered 17 complex, global projects in IT Infrastructure that included WAN, Security, Storage-SAN, Servers, SAP Refresh, Database, Data Center Migration and BAU projects.• Collaborated with 6 different vendor organizations and various client teams across the globe to work on Integrated Delivery Service project.• Managed Projects which included building the IT Infrastructure from scratch and finally commissioning them and handing it over to steady state • Process improvement for Integrated Delivery Services IDS) and Service Activation and Deactivation which had impact across account. This involved extensive client and internal stakeholder interaction.• Worked and published 14 different Enterprises service catalogues which had a global impact to implement the Service Now tool• Delivered Conditioning and Monitoring project with IBM Tivoli, TADAM business solution• Established processes for expediting RFS sign off and Projects to BAU handover • Led Magic Carpet, training module for delivering process and procedures

• Provided support to Microsoft’s premier and professional customers for Microsoft Windows Server technologies.• Responsible for planning and implementing technical solutions in customer’s IT environment. • Working in a high-pressure environment with customers from geographically dispersed location & of different cultures ranging in size from small businesses to fortune 500 companies.• Communicate with customers via telephone/email working to finding solutions for technically complex problems.• Keeping stakeholders updated about the critical high impact incidents.• Ensure that the team follows established processes and meets SLA / business metrics. Negotiate SLAs for large and medium-sized business transformation projects.• Collaborate with cross product and development teams when required to resolve complex technical issues. Coordinate with vendors about third party issues.• Beta support engineering for Windows 7.• Developed and delivered training for Microsoft’s Premier customers, also delivered technical sessions within the team. • Mentor to colleagues for technical and process readiness.• Handle escalations within the team and responsible for assisting team members in troubleshooting issues, processes and handling customers.• Perform case reviews for the team, provide technical input so that the issue is resolved on time and ensure the team meets the case documentation guidelines.• Research on technical issues that are unique and develop internal KB articles and solution objects.

• On site Engineer at UCB Belgium from May 2004 to August 2004.• Offsite Engineer for UCB from August 2004 –November 2004.• Working in Global Remote Infrastructure Management Structure.• Efficient project co-ordination on Exchange migration from 5.5 to 2003.• Installation, configuration, maintenance and support of Microsoft Exchange servers worldwide.• Monitoring and troubleshooting Windows Exchange 5.5 and 2003 server.• Defined ticket handling processes and assigned responsibilities to the team members which eventually reduced the incident count from 600 to a manageable 40 which drove profits to the company• Efficiently implemented Windows for security patch deployment, OS deployment, File and print server migration, maintaining Active Directory.• Handling Severity – A calls from day one • Conducted case triages with escalation engineers in US and UK to chalk out plan of action for unique cases. Collaborated with the product team if and when needed.• Delivered technical trainings to my team. Coordinated with trainers to conduct trainings for the team as required.• Conducted mock calls for the new hires• Mentored 2 of the team members under a buddy program• Member of internal projects which created guidelines for case documentation• Troubleshoot exchange/AD issues locally and remotely