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Embed code for: Ramneek - Resume - IT Infra Manager - Services-Projects
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Versatile IT professional leveraging 19+ years of experience – including seven years of senior-level leadership – spanning IT infrastructure, communication and network management, systems operations, service management, and disaster recovery.
Highly skilled and well-seasoned senior-level IT manager skilled in planning, coordinating, implementing, and evaluating the effectiveness of systems, infrastructure and staffing required to accomplish department projects and objectives. Expertly oversees large scale IT projects, networks, and infrastructures from initial planning and development to implementation and enhancements. Proven leader adept at building and motivating diverse technical teams to achieve outstanding results and completes projects on time and within budget.
Team Performance Management
Solid Leadership Skills
Continuous Service Improvements
Industry Experience: Over 19 years’ experience in IT infrastructure with global providers in the telecommunications, finance, banking, insurance, healthcare, retail, food and beverage industries, and government. Combines technical expertise with strong business acumen and operational understanding; ensures all technical strategies and activities align with corporate goals.
Technical Experience: Network, server (Wintel, Linux, Exchange etc.), Citrix, Virtualization (VMware) and Cloud, concept developments, deployments, design optimisations, integrations and decommissioning. Deployments, integrations, migrations, upgrades and rationalisation of data centres and global application services. ITSM services setup, transitions and optimisation. Information security, networks and systems audits for ISO 27000, PKI or external customer audits and gap analysis. Technical documentation development, update and validation.
Project Management Skills: Full development of project management plans including SWOT analysis, resourcing, budget, risk and mitigation. Analyses costs and service levels. Extensive use of risk registers and issues logs. Excels in impact analysis and mitigating strategies. Manages multi-vendor service delivery and resolves issues in cooperation with relevant stakeholders. Delivers process improvements using Six Sigma tools and IT service management. Achieves service level agreements and drives penalties down.
Communication Skills: Excels in presenting oral and written reports. Experienced in vendor management and effective at contract management. Stakeholder management from sponsors to end users, technical and non-technical participants, and business or functional leads. Develops and maintains positive and influential relationships with different stakeholders.
Team Performance Management: Manages geographically dispersed matrix project teams, from 5 to 20 members. Demonstrated experience in mentoring, coaching, training and direction setting. Establishes key processes that ensure reliable and efficient technical services organisation-wide. Provides senior-level technical consultations and support to project teams.
Accountability: Regularly reviews and negotiates KPIs with teams or vendors and presents updates to relevant parties. Dynamic problem solver, key contributor for process maturity and continual service improvements, while enhancing customer experience and aligning with business goals.
NOKIA NETWORKS | ATOS PVT LTD. – Noida / Gurgaon, INDIA Jan 2011 – Dec 2015
IT MANAGER SERVICES
Led a high-performing global technical team of field engineers, security engineers, and systems integration specialists.
Negotiated business terms and contracts, including sign-off on key service deliverables and project variables.
Collaborated with delivery teams on resolution workflow of technical operations issues.
Managed relationships with 3rd party vendors such as HPe, TeliaSonera, IBM, Atos.
Single point of escalation for SNOW (User Access Management) for the project.
Established key processes to ensure reliable and efficient technical services.
Developed business requirement documents for different BAUs, and organised collaborative technical sessions involving relevant stakeholders, vendors, business representatives.
Optimised Service Level Agreements and Operational Level Agreements ensuring that global support concepts are supporting BAUs.
Managed project schedules, completed lockdown and handover of infrastructure to BAU state.
Mitigated program risks and managed risk registers.
GNOC Network Design Optimisation – 12 months, budget €1.2M - Standardise GNOC IT environment based on global connectivity concept model. Harmonised IT environment including hardware, network IP design, scalable and redundant customer connectivity and migration of business application to data centre hosting based on connectivity concepts. Resulted in increased customer satisfaction for NSN IT India.
CSAT Improvement - 6 months, budget €0.4M - Optimised performance of L1 and L2 teams handling 19,000 tickers per year. Analysed data considering factors such as MTTR, MTTC, category, type, priority, etc. Conducted team workshops to build solutions, coached service desk to implement the solution. Resulted 95% completed CSAT and SLA as required by Nokia Networks within six months.
Documentation Standardisations and Consolidation to Service NOW – 6 months, budget €0.6M – After highlighting gaps in documentation for different services, I was made responsible for delivering this improvement initiative, to avoid similar issues across other technology teams.
IT OPERATIONS MANAGER Jan 2009 – Jan 2011
IBM India (Pvt.) Ltd.– Noida, INDIA
One of 15 Project Managers assigned to generate and publish the overall portfolio metrics for IBM commercial accounts, as part of IBM’s propriety GDF (Global Delivery Framework) initiative.
Managed IBM commercial accounts delivering transition, transformation and support of IT infrastructure services.
Specialised in global IT application and infrastructure implementation, upgrade, server remediation, application rationalisation, new application installation and migration projects.
Managed end-to-end medium and complex projects including project planning, execution, monitoring and closing.
Application Rationalisation – 10 months, budget US$3.5M - Led 75-man project team to standardise the application environment of approx. 250 global applications and introduce governance for them. Upgraded applications to latest version, delivered operating system upgrades and platform migrations from physical to virtual where feasible. Delivered project one week before agreed schedule. IBM was awarded the next project to migrate 70% of applications from physical to virtual based on feasibility results.
Data Centre Migration - 6 months, budget US$0.6M - Managed the DC migration to a new facility in the US. Migration included storage (NetApps, Hitachi), cluster servers, firewalls, packet shaper Citrix servers, Lotus Notes, database servers (Oracle, SQL), Windows servers, active directory, file and print servers.
Professional Experience – Cont’d
BIRLASOFT LTD – Noida, INDIA Nov 2004 – Jan 2009
IT Operations Lead
Managed IT Infrastructure projects and program components to deliver services in accordance with established objectives.
Designed, installed, configured, maintained and repaired network infrastructure and application components across different commercial accounts of Birlasoft limited in USA and EMEA.
Wintel and Linux Server Decommission and Upgrade– 6 Months, budget US$0.4M - Global commercial project involving server decommission and upgrade in different DC locations in Europe and US. As the India based Project Lead, I defined and managed project deliverables including coordinating business downtime, resource planning, budget and cost tracking, managing change requests, approvals and metrics reporting. Provided stakeholder updates through a defined communication plan and status meetings.
GE ERC IT Services Management – 18 Months, budget $2.5M – This project provided 24/7 support for 350 Microsoft Windows servers globally (Windows 2003 /2000/ Nt4.0) over Windows 2003 domain with a variety of software (Citrix /Informatica/ Cognos/Documentum), and 110 Unix servers (Solaris 8, 9, Red hat Linux Enterprise 3). I delivered project improvements, KT and enhanced customer experience for three months based in Kansas City, USA.
COMPUTER SCIENCES CORPORATION – Noida, INDIA Nov 2003 – Nov 2004
Led remote management of IT infrastructure projects and managed escalations for critical incidents.
Supported remote sites in Europe including: Lease lines, RF line, Compaq server hardware, HP, Dell servers, Microsoft Exchange 5.5, Exchange 2000, DHCP Server, SQL 7.0, SQL 2000 server, Microsoft Proxy Server, Cisco ISA and Checkpoint firewalls.
System administration of Novell Netware 4.1, Microsoft Windows NT 4.0 and Windows 2000 Enterprise Servers for remote customers in EMEA.
MICROLAND LTD – New Delhi, INDIA Apr 1998 – Nov 2003
Led a team of 14+ engineers to deliver specialised technical support for IT infrastructure service management projects supporting 50+ servers covering 700+ computers. Server brands included Compaq Proliant 8000, 7000, 3000, Dell Power Edge 6400, 4400, 2400 and Sun E3500, E450.
Single point of contact for faults, troubleshooting, emergencies and escalation for Microsoft Windows, Novell Netware Servers, LAN /WAN and all business critical incidents.
Designed and implemented optimal network solutions in conjunction with subject matter experts and client requirements.
Wintel and Novell Server Migration and Upgrade – 6 months, budget US$0.5M – Led server migration from Novell 5.0 to Microsoft Windows 2003 along with hardware platform upgrade for existing Wintel servers to the latest hardware platform. Coordinated business downtime, delivered change management, managed approvals and implementation. Updated stakeholders updated with a defined communication plan and status reporting. Delivered project before the due date and was praised by business and IT senior management.
Project Management Institute – PMP since July 2007
BACHELOR OF SCIENCE (MATHS, PHYSICS, CHEMISTRY) 1996
Kurukshetra University - INDIA
Project Management Professional (PMP) #485700
ITIL – Foundation V3.0 #SR7074600 and V2.0 #SP1826514
Microsoft Certified Systems Engineer (MCSE) ID: 1377382
Cisco Certified Network Associate (CCNA) ID: CSCO10104618
Certified Novell Engineer (CNE)
Six Sigma Green Belt training
Creating and Managing Projects in RPM (Rationale Portfolio Management – IBM)
Available Immediately Upon Request
PMP, ITIL - V3/V2
IT INFRASTRUCTURE MANAGER
(SERVICES / PROJECT)
PROFESSIONAL RESUME Ramneek Sharma Page 4C migration to a new facility in the US. Migration included storage (NetApps, Hitachi), cluster servers, firewalls, packet shaper Citrix servers, Lotus Notes, database servers (Oracle, SQL), Windows servers, active directory, file and print servers.
Wintel and Linux Server Decommission and Upgrade– 6 Months, budget US$0.4M - Global commercial project involving server decommission and upgrade in different DC locations in Europe and US. As the India based Project Lead, I defined and managed project deliverables including coordinating business downtime, resource planning, budget and cost tracking, managing change requests, approvals and metrics reporting. Provided stakeholder updates through