Activities/ Responsibilities Day to day Change Management Change Tickets processing through Change Management queue in the tool Chairing Weekly Change Control Group (CCG/CAB) Meetings Process & Audit Compliance, Process Gate-Keeper Process Improvement Initiatives & Tool Optimization Value-adds in terms of organization-wide Process Maturity Change Management & Process Awareness Trainings Change Approvers Matrix, Production Calendar updates on Change Management Homepage (share point) Change Management Metrics & Reporting Co-ordination with other regional change co-coordinators & stakeholders IT Notifications on changes through Global Service Desk On-call, out of hours support to Emergency Change Requests Team Size 5 (2 each in North America & Europe, 1 in Asia) Tools/Software GITSD, Share point, MS Excel, MS-Outlook, MS-Communicator Achievements/ Highlights Complete positive turn-around of customer expectations from being skeptical to all out fan within very short span Won frequent accololades from client managers & internally alike Played a vital role in absorbing additional work-load to help organizations to scale down on costs & resourcing Key player in heightened process awareness, compliance and maturity

Activities/ Responsibilities ITIL Process Definition & Deployment Process Tower (Change, Configuration & Release Management) Transition Manager Process Analyst & Architect (Capacity & Patch Management) Process roll-out Integration with Tool Deployment program E/Change Advisory Board (CAB) Member Supervision over day to day Change Management Operations & Process Control Global Key Performance Indicators (KPI) Program Leader Management Reports & Dashboards on Global KPI & Process Excellence Process Training Champion Team Size 3 (All in USA) Tools/Software BMC Remedy, CCM.net, MS-Visio, MS-Office, Share point, MS-Communicator Achievements/ Highlights Very seamless Process Tower Transition Successful Global Process Deployments & Delivery 100% Global KPI Coverage & Metrics Reporting Multiple Process Improvements

Activities/ Responsibilities ITIL Process Builds & Implementations (Change & Problem Management) Data Analysis on Incidents & Problems for Managements Root Cause Analysis (RCAs) & Permanent Preventitive Actions (PPAs) Service Quality Management & Management Presentations Peak-Season Process Support & Analysis Team Size 4 (3 in USA & 1 in India) Tools/Software BMC Remedy, MS-Office, Sametime Achievements/ Highlights Generated the added business at onsite for my employer through proactive analysis Regular appreciations from client managers Improved processes & Service Quality

Activities/ Responsibilities ITIL Process Builds & Implementations (Change & Problem Management) Data Analysis on Incident & Problem Management Root Cause Analysis (RCAs) Preparations Service Quality Management Service Improvements Team Size 4 (1 in USA & 3 in India) Tools/Software BMC Remedy, MS-Office, Avaya Administrator Achievements/ Highlights Quality Data Analysis & Reports for business use Proactive identification of gaps & highlighting the same to stakeholders Streamlining metrics & reports automation

Activities/ Responsibilities Overall Infrastructure Server Support Services Ownership from offshore Level-2 Support Services in Intel , Citrix & e-Security Incident, Problem, Change, Configuration, Release & Asset Management Remote Data Center Support Services , Vendor Co-ordination Customer Expectations Management & Customer Escalation Contact Audit & Process Compliance Periodic Metrics, Trends & Reports Knowledge & Transitions Management Continuous Process & Service Improvements initiatives Response to RFPs & Customer Presentations IT Notifications & Communication Team Size 6 (All in India) Tools/Software Clarify, Kintana, Remote Desktop, Share point, I-Set, Norton, Symantec, Sametime, Veritas Achievements/ Highlights Smooth switch from onsite-offshore delivery to 100% offshore delivery model Cost benefits through resources & process optimization measures Demonstrated quality support services delivery from offshore to win customer confidence and increased satisfaction Knowledge Transitions in timely manner as an incoming as well as an outgoing vendor/partner Performed the duty of an internal auditor as a part of Corporate Quality Group

Activities/ Responsibilities Project Management for Infrastructure Support Services Shared Level-2 Support Services in Intel , Citrix, e-Security & Networks Incident, Problem, Change, Configuration, Release & Asset Management Remote Data Center Support Services , Vendor Co-ordination Customer Expectations Management & Customer Escalation Contact Audit & Process Compliance Periodic Metrics, Trends & Reports Knowledge & Transitions Management Continuous Process & Service Improvements initiatives Response to RFPs & Customer Presentations IT Notifications & Communication On–call, out of hours production support for P1/P2 issues Team Size 16 (4 in UK, 12 in India) Tools/Software Clarify, Kintana, Remote Desktop, Share point, I-Set, Norton, Symantec, Sametime, PCAnywhere, Marimba, Avaya, Veritas Achievements/ Highlights Supported two important clients in shared services model without any major conflicts Drove Process & Service Improvements every quarter to benefit both parties Seamless transition from 70-30 % offshore-onsite model towards 90-10 % delivery model Played a big role in winning contract extension & added business for the employer company Customer wanted & promoted me in lead role from the backup role

Activities/ Responsibilities Backup Project Lead for Network Support Services (NSS) offshore team Level-2 Intel Support Engineer within shared NSS team Right Fax Administration & Management Managing incident/request tickets & NSS queue through Clarify Remote Data Center Support Services , Vendor Co-ordination Daily Health-Check & Monitoring Assistance in Audit & Process Compliance at project level IT Notifications & Communication Team Size 15 (4 in UK, 11 in India) Tools/Software Clarify, Kintana, Norton, Symantec, Sametime, PCAnywhere, Right Fax Achievements/ Highlights Started as a team member but rose up to take leadership role in the team Initiated my Six-Sigma Green Belt project

Activities/ Responsibilities Onsite Infrastructure Support Services to the internal customers & user-base End to End IDM Support Services including but not limited to PC/Desktop Support, Anti-virus Support, Data Security & Management, Windows Server Administration Software/ Asset / Secure Ids Management Managing incident/request tickets through IDM helpdesk tool Data Center Support Services , Vendor Co-ordination Onsite Executive Support Assistance in Audit & Process Compliance at delivery center level Team Size 6 Tools/Software Macfee, IBM NAS/Blades, Lotus Notes Achievements/ Highlights Setup new infrastructure at this new office location which was just coming up Site coordinator for the Eneterprise Security Solution that was being deployed

Activities/ Responsibilities End to End Knowledge Transition to the incoming support vendor for GE Plastics, Global Design & Engineering Team Status, Progress dashboards & regular meetings with client management Team Size 1 Tools/Software Windows (NT/2K), MS-Office, Support Central Achievements/ Highlights Professional knowledge transfer within schedule & with practical hands-on sessions

Activities/ Responsibilities Onsite Project Management Onsite Windows (NT) Administration & Support to GE Plastics Advanced Engineering & Global Innovation Teams Remote Support to Atlanta & Pittsfield sites. Extended Support to Pacific & India Teams Testing & Migration of CAE Applications from Unix to Windows 4.0 environment for GEP Innovation Team Total Planning & Implementation of New System Roll-out Facilitator/Expert on Support Central GEP Innovation Community IMO (Infrastructure Management Operations) Helpdesk Communication Autoweb, FTP Management, Data Management & Historial Data Archive Coordination & Support to Unix Admin Team Vendor Interactions & Communications Software Management, Installation & Troubleshooting Asset/License Management Video & Executive Conference Room Support Transitioning systems from GEP Innovation Teams to Global D&E Teams Team Size 3 (All in USA) Tools/Software Windows (NT/2K), MS-Office, Support Central, CAE Applications, Autoweb, HP-UX 11.0, Irix 6.5.5, MS-Office Achievements/ Highlights Won ‘ Top Expert Of The Month – April 2001 ‘ award Received ‘Keep GE Connected Award ‘in Feb-2002 at MVP Award Ceremony Frequent appreciations from Client Mangers verbally as well as through e-mails Customer satisfaction was so high that they wanted me to continue in their new re-org with them in their India office

Activities/ Responsibilities Onsite Infrastructure Support Services to the internal customers & user-base Office Infrastructure Management Leading operations engineering team at the site End to end Level 1-2 Support Services provider to internal customers Executive Support to Finance, Forex, Corp Communication, Pay Roll departments Service Desk & Incident Management functions Data & Security Management LAN/WAN Monitoring Asset Management & Inventory Team Size 3 Tools/Software Windows, Lotus Notes, MS-Office Achievements/ Highlights Managed the site support services efficiently & to the delight of executive functions First time played the senior & lead role Got the first on-site (overseas) opportunity from here

Activities/ Responsibilities Y2K Testing & Support Office Infrastructure Management End to end Level 1-2 Support Services provider to internal customers Exclusive Support to Corporate executives including CEO, CFO Service Desk & Incident Management functions Data & Security Management LAN/WAN Monitoring Asset Management & Inventory Team Size 10 Tools/Software Windows, MS-Exchange, MS-Office Achievements/ Highlights Comprehensive Y2K Testings

Activities/ Responsibilities Partnering NSDL Operations Support Console Monitoring & Error Reporting to concern teams for action SOD (start of the day) & EOD (end of the day) Activities Exclusive Support to Corporate executives including CEO, CFO Service Desk & Incident Management functions Data Backup & Restore Management Team Size 12 Tools/Software IBM OS 390, Winzip, Winchat Achievements/ Highlights First time experience of working in the external project at the client location Deputed at NSDL offsite location at Pune, India for a month for operations support

Activities/ Responsibilities Computer Room Operations In-house Helpdesk Operations & L-1/2 Support Local Hardware Support Senior Management Support Services Asset Management & Inventory Data & Security Management LAN/WAN Monitoring Data Backup & Restore Management Quality Procedures Team Size 15 Tools/Software Windows, MS-Exchange, MS-Office, Challenge-L Achievements/ Highlights Hands-on support services experience at various office locations in Mumbai Very good exposure to onsite operations in terms of infrastructure support services and direct user interactions