ITIL® V3 CERTIFIED IT INFRASTRUCTURE/SERVICE, OPERATIONS MANAGEMENT PROFESSIONAL

ITIL® V3 CERTIFIED IT INFRASTRUCTURE/SERVICE, OPERATIONS MANAGEMENT PROFESSIONAL

Developed and delivered management value added consulting and strategic technology infrastructure solutions for distributed and large scale data center heterogeneous environments

EXECUTIVE PROFILE

• IT Service Management (ITSM) based on ITIL best practices.
• IT Transition Management of UK, USA & Germany clients.
• ITIL Service Support areas of Incident, Problem, Change, Release, Configuration Management and Service Desk.
• ITIL Service Delivery areas of Service Level, Availability, Capacity, Financial, and IT Service Continuity Management.
• Business Impact Assessment and Business Resumption/Disaster Recovery.
• Enterprise Infrastructure Architecture and Distributed Systems Management, Application Design Reviews, Storage and Data Modeling and Migration, Data Center Consolidation, Operations Review and Managed Care Services.

• The above services included the business strategies and deployment plans, delivery and developing the appropriate delivery guides, collateral, and training where needed.
• Performance driven ITIL certified professional & currently offering 5+ years of well- honed experience in IT Operations/ Infrastructure Management, Project Planning, Transition & Implementation, Strategy Planning, Business Development, Vender Management, Asset Management & Client Relationship Management.
• Successfully managed large team, team building activities (currently 40 people reports to me directly and total team size 70).
• Possess comprehensive business and technical skill set for handling large scale delivery assignments for various platform technologies coupled with established credibility in Systems Administration, providing domain support for managing operations round the clock. Currently Spearheading as Consultant with Capgemini India Pvt. Ltd.
• Strong team leader, builder and facilitator, fostering an atmosphere that motivates highly talented professionals to balance high-level skills with maximum productivity.
• Articulate communicator who can fluently speak the language of both people and technology, blending technical expertise with interpersonal skills while interacting with the customers / teams and providing product/customer support.

Core Competencies:

SLA Management ~ Project Management ~ Project Transition ~ Service Delivery ~ Quality Assurance / SLA Compliance~ Business Development ~ Operations Management ~IT Helpdesk Management~ Relationship Management~ Technical Support ~ Vendor Management ~ ~ Asset Management ~ Troubleshooting ~ Configuration and Installation ~ MIS

TECHNICAL SKILLS

ITIL

Managing It Infrastructure for Global Clients with ITIL/ITSM best practices. Service Management, Operations Management, Transition Management.

Windows Server:

Active Directory, DNS, DHCP, Backup & Recovery

Lotus Server:

User management, Policy Management, Mail Routing, Domino Server troubleshooting

PROFESSIONAL EXPERIENCE

CAPGEMINI INDIA PVT LTD                                                                                                                  Jul'10-Till Date

Designation: - Consultant

• Adept at handling IT Operations & Infrastructure plus accountable for Project Planning & Implementation as per the ITIL Standards.
• Resolving incident management issues within the agreed timelines and SLA's. Setting Out Quality Standards For Various Operational Areas, Ensuring a High-Quality Customer Experience While Adhering to The SLAs For Their Services.
• Great project management and driving skills, effectively managing projects without direct authority and working with collaborative teams in a fast paced environment.
• Strong experience in budgeting, planning, forecasting.
• Identify, mitigate and monitor/analyses risks and issues in the engagement & take relevant corrective/improvement actions after the analysis of measurements.
• Working closely with Service Manager & assisting the service manager with the commercial aspects of the account.
• Building and maintaining healthy business relations with customers, enhancing customer satisfaction matrices by achieving delivery & service quality norms.
• Responsible for analyzing complex problems and providing effective solutions.
• Successfully managed large team, team building activities (currently 40 people reports to me directly and total team size 70).
• Manages enterprise level production support.Plans and tracks implementation of issue and problem resolution.
• Have more than 5+ years of experience in ITSM practices which includes incident management, change management, problem management, release management
• Chair regular Technical Project Review Meetings, Customer facing Meetings, attend Review Meetings and Produce all documentation and minutes as appropriate.
• Designing Incident Management Standardization Process that helps in quick restoration of services for major outages impacting business across various business segments in Capgemini IMOC Centre.
• Data Quality Analysis that helps standardizes Incident Recording Procedures right from case logging to Case Resolving. Current part of ticket compliance project that helps standardizes the quality of data captured in the tickets and initiated the change monthly report which was not in existence until then
• Responsible for Smooth Service Delivery on-time according to Quality Standard and to agreed budget.
• Deliver Monthly/Weekly reporting on-time.
• Responsible for the entire IT strategy and had direct responsibility of cost of the entire IT infrastructure.
• Attend monthly Service Review meetings & take corrective action for any service related issue.

PREVIOUS ASSIGNMENTS

IBM NETWORK SOLUTIONS                                                                                                                  Sep'08-Jun'10

Client Name:    IBM DAKSH

Designation: - Member End User Service Delivery

KAIZEN                                                                                                                                                              May'08-Au'08

Client Name:   ABP PUBLICATION

Designation: - Customer Support Engineer - At Client Site

WIPRO INFOTECH                                                                                                                                        May'07-Apr'08

Client Name:   HDFC BANK LTD

Designation: - Facility Management Engineer - At Client Site

CENTURY COMPUTER CORPORATION                                                                                            Aug'06-Apr'07

Designation: - Hardware and Network Engineer

EDUCATIONAL AND PROFESSIONAL CREDENTIALS

Bachelor of Science (Bio General) 2006

Asutosh College, Calcutta University, Secured 55%

Higher Secondary 2003

South Suburban School Main, W.B.C.H.S.E, Secured 55%

Madhyamik 2001

South Suburban School Main, W.B.B.S.E, Secured 71%

CERTIFICATIONS

• EX0-101:- ITIL® V3 Foundation,
• MCP 2003- Microsoft Certified Professional ID:- 6088880-It Covers 070-270:- Installing Configuring Administrating Microsoft Windows XP Professional, 070-290:- Managing and Maintaining a Microsoft Windows Server 2003 Environment & 70-291:- Implementing, Managing & Maintaining a Microsoft Windows 20003 Network Infrastructure.
• IBM Certified Associate System Administrator - Lotus Notes and Domino 7- It Covers 190-720:- IBM Lotus Notes Domino 7 System Administration Operating Fundamentals.
• Hardware + Basic Network From Technolab(Xenitis Group)

Date of Birth: 23rd February, 1985

Linguistic Proficiency: English, Hindi & Bengali

References: Available on request