Project Manager - Cloud infrastructure
IBM India Pvt Ltd
Total years of experience :19 years, 6 Months
• Customer interaction at all levels, backed by strong customer appreciation.
• Proven ability to work internationally with diverse clients and cultures across geographies.
• Strong functional management along with people management, mentoring and hiring
• Ability to motivate the team to learn new technologies for personal and organizational benefit.
• Vendor management tasks coordinating with OEM’s
• Rich international experience in implementation of Microsoft server and Virtualization platforms. Hands on experience in setting up large VSphere environments.
• Strong troubleshooting skills for information analysis for quick business benefits.
• Experienced in evaluating end-user requirements, solutions design and troubleshooting for complex business requirements.
• Well versed with ITIL V 3 framework following ITSM standards and HP Open view/IBM ISM.
• Adept experience in handling Incident, Change and Problem Management using ITIL V3 Framework.
• Experienced in providing RCA as part of Problem management as well as performing "WHY" & "PSDM" analysis with Vendors and Executives.
Core responsibility: • Lead a team of L3/L4 engineers managing 4500 Servers in VMware client environment.
• Consultation and support of VSphere infrastructure for the client's IT infrastructure.
• Design and maintain the vSphere for the clients VMware ESX/ESXi Hypervisors.
• Automate Vmware environment using Powershell and PowerCLI
• Prepare RCA (Root Cause Analysis) reports on high severity issues.
• Attend 'WHY' calls on high severity issues with Problem Management Team.
• Attend daily status calls with onsite and offshore DPE's and Management.
• Evaluate and suggest improvements to client's infrastructure to DPE on periodic basis.
• Mentor juniors and provide technical training to them as per their job requirement.
Core Skills: • ESX/ESXi deployment using DRAC/ILO/RSA II ports.
• Managing and deploying updates for ESX/ESXi hosts using VMware Update Manager.
• Rapid deployment of virtual machines using Customization Specification Manager and templates.
• VMFS management (Datastore resizing using vmkfstools, configuring vmware extents, Mounting SAN & ISCSI LUNS to the VMFS Datastores, VMDK resizing)
Duties & Responsibilities:
• Work on major severity and complex server issues.
• RCA (Root Cause Analysis) preparation and meeting SLA for RCA submission.
• Planning and implementing fixes / Patches for ESX/ESXi hosts.
• Monitoring performance and capacity management on VMWare servers.
• Analyze Problems & escalate to appropriate Levels in management.
• Support Engineers on Day to Day House Keeping tasks by using tools & scripts.
• Attending 'WHY' calls on bridge with Problem Management Team and client.
• Work with Change & Problem Management Tools as per ITIL processes.
• Recommend improvement suggestions to the client on existing processes.
• Problem determination and resolution within Expected time frame.
• Escalations handling.
• Establishing rapport and coordination with Server managers of related teams.
• Personally responsible for resolving problems in most effective way possible within SLA reaching root cause and preventing problems.
• Train team members on core skills as per request.
Onsite Oxford, Abingdon, England
Duration 3 weeks 24 Oct to 12 Dec 2010
Core responsibility: • Discussing and finalizing approach for offshoring work from Abingdon office to Trivandrum (India) office.
• Setting up and training a new team in Trivandrum to provide L3 support on the following projects that were handled in Abingdon, UK.
o Cambridge International Examinations (CIE)
o English Speakers of Our Language (ESOL)
o Cambridge Assessment (CA)
o Association of Chartered Certified Accountants (ACCA)
o International Baccalaureate (IB)
Network Support Lead
RM Education Solutions India Pvt. Ltd. From Nov 2004 to July 2011
Technopark, Trivandrum, Kerala.
http://www.rm.com/Home/RMComHome.aspx; http://www.rmesi.co.in/
Technical Resolution Group (TRG) Project
Core responsibility: Managing a team of 25 engineers, including functional management, recruiting, mentoring, coaching and training of my team members. Provide L3/L4 Technical support on Microsoft Windows network for UK clients, handle escalations, conduct technical trainings and workshops, work with end customers face-to-face to enhance sales and customer satisfaction, design Active directory and server hardware.
Core Skills: • Functional management of my team and being accountable for delivery as per SLA
• Preparing and reviewing SLAs and OLAs for my function
• Commissioning Windows Server 2003/2008 network for UK clients on site
• Remote administration of Windows Server 2003/2008 using Logmein web interface.
• Remote server management using DRAC and ILO ports.
• Troubleshoot and resolve issues in Active Directory
• Administration of WSUS server, resolve WSUS issues and ensure clients are well updated.
• Troubleshoot and resolve Group policy objects issues.
• Installing, configuring and troubleshooting DHCP, DNS, IIS, Certificate services on Windows 2003/2008 Servers.
• Handle escalated issues, take ownership from L1/L2 team, mentor engineers in the team
• Responsible for reviewing service calls, monitor SLA's and notify engineers to ensure customer satisfaction, empathy, meet SLA's, service quality.
• Crash and Hang Dump analysis/Debugging on Windows server 2003.
• Configure WDS & RIS server for network deployment of Windows client OS (XP, Vista, Windows 7)
Onsite Oxford, Abingdon, England
Duration 3 Months 9 May to 1 Aug 2010
Core responsibility: Lead the IDS (Infrastructure & Deployment services) team to work with UK colleagues for Installing, Configuring and Maintaining Microsoft windows Networks, Implement Vmware Vsphere infrastructure for UK clients.
• Configuration of Enterprise servers from Dell, HP, IBM products.
• Implemented Vsphere and Storage for more than 20 clients
• Raid configuration, Server Hardware & Firmware upgradation, OS installations in DELL Power Edge, IBM Blade Center HS21 & HP Proliant Servers.
• Monitor the performance, benchmark and fix vmware issues.
Onsite Oxford, Abingdon, England
Duration 3 weeks 26 April to 31 May 2009
Community Connect 4 (CC4) is a middleware developed by RM to customize Active Directory for creation of users, management of printers, assigning of applications in Windows Server 2003 Enterprise environment.
Core responsibility: Lead the team and make customer call backs to troubleshoot, fix and support Community Connect environment, Work with internal resources (sales and technical) and external partners to implement and deliver technical solutions.
• Provide assistance and technical support for support engineers working on-site (in UK) for Infrastructure and server deployments.
• Administration and configuring Symantec system center for Live update, load balancing, monitoring, and reporting for XP/Vista clients on the network.
• Install, Configure, troubleshoot and provide technical support for Symantec Antivirus Corporate edition and troubleshooting virus related issues.
• Configured & Administered Enterprise D2D2T backup solution using Symantec Backup Exec with NAS box, Sony and Tandberg Tape drives & Autoloaders.
• Assisting customer queries/issues on Outlook 2003, 2007; including setting up rules, managing contacts, archiving mail, mail migration etc.
• Installation & troubleshooting of Network printers and print servers.
• Sound knowledge in Data Recovery of user's data and Partition Table Recovery using third party utilities.
• Making customer call backs to troubleshoot, fix and support Community connect environment
Onsite Edinburgh -Bellshill, Scotland
Duration 4 weeks 22 Nov to 22 Dec 2008
Community Connect 3 (CC3) is the predecessor of CC4 that was based mostly on Windows server 2000 networks for UK clients. The clients were mainly Universities like Cambridge and primary and secondary schools in UK.
My job was to provide support to these establishments and handle complaints from customers and provide solution to them.
Onsite Oxford, Abingdon, England
Duration 3 weeks 11 March to 1 April 2007
Visit various customers in UK who had our product Community Connect 3 (CC3) installed on their networks. Attend the training on Microsoft windows 2003, server hardware management.
Onsite Edinburgh -Bellshill, Scotland
Duration 3 weeks 9 Jul to 31 Jul 2005
My job was get a firsthand information on how the university and schools use our product, study the difficulties faced by them provide solution to them on site.
This visit was to get myself trained on Community Connect 3 (CC3) which was widely used in Education institutions all over UK.
Previous Experience
• Had been on secondment to Technical Solutions Group for Event Master Team in Abingdon, RM UK. Work includes supporting customers on Windows 2003/2000 with XP workstations and Community Connect 3 and 4 and handling escalated calls. Had been responsible for bringing the project from UK to India.
• Worked as Team Leader at Vanilla Networks (P) Ltd, leading a team of 6 Technical Support Officers and 3 Web Designers & Programmers, supporting clients of a leading Australian Web Hosting Companies. The servers run on Redhat and Debian.
• Worked as System Administrator at KMIT Solutions Pvt. Ltd (earlier known as Softroute Consultancy Services) . Work included web development in addition to maintenance of the company network based on Windows 2000 server and Professional workstations.
• Worked as service engineer and later as Manager-Services, in service division of Yuko Computers Pvt Ltd leading a team of 15 service engineers. Work includes installation and support for banks like State Bank of Travancore, The Muthoot Pappachan group and government departments on Novell Netware 2.2, 3.11, 3.12, Windows 98, 95 etc.
• Master of Arts in English language and literature from University of Kerala.
• Data Preparation and Computer Software from Industrial Training Institute, Trivandrum, under National Council for Vocational Training, Govt. Of India.
Bachelor of Arts