Service Delivery Manager Global Service Desk SME Service Desk Solution Architect ServiceNow System Administrator ServiceNow Application Designer ITSM Process Implementer Field /Onsite Support Solution Designer Captive IT Support Manager Offshore Delivery Center Head Internal IT Support Director Client Support Senior Manager Admin & Operations Head Presales Solution Design Leader IT Infra Project Manager PMP IT Service Implementation Manager Program Manager MSP Identify & Access Management (IAM) Windows Active Directory Service ITIL Expert-PRINCE2-MSP-AWS-ISO 27001 Certified Web Design-SEO & Digital Marketing Expert
I have 17+ years’ work experience in Pre sales (RFP / RFI) Solution Design for Global Service Desk, Field Support (Onsite Support), Active Directory Services, Global Service Desk Support Service Management, ITIL v3 processes based IT Service Management, ServiceNow Administration, AWS Cloud System Operation/Administration, Captive (Offshore Delivery Center) Internal IT Support Service Management, Operations Management, Project & Program Management.
I am looking for better job opportunity to work as a Service Desk Solution Architect, Captive Internal IT Support Manager, Service Desk Senior Manager, Service Delivery Manager. Client Support Senior Manager, ODC Operations Director, Operations Director, Project Manager, Program Manager etc. with similar roles & responsibilities.
I have worked for different MNCs with various capacities over last seventeen years.
Nov 2016 – Till date
Senior Manager – Service Delivery, Service Design, Service Transition, (Global Service Desk, Field Support, Captive IT Support & Remote Infra Support)
End-to-end Scope Determination, Solution approach design, Bottom-up Solution & Cost Development, Transition & Transformation, Implementation of Global Service Desk, Field Support, Captive Internal IT Support Services, Offshore Delivery Center based IT Service Management, Service Desk Implementation-Transition-Transformation Projects & IT Support Program management.
Nov 2010 – Nov 2016
WPS Solution Architect
Solution design, Bottom-up Cost estimation, Proposal write-up for bids worth TCV M$5 – M$369 for Global Service Desk (66%), Field Support (14%), Software Distribution / Management (10%), Cross Function based on ITIL v3 process (10%). Worked on more than 300+ bids for customers of EMEA, NA, APAC regions.
April 2010 – Nov 2010
Team Lead – Remote Tech Support
24×7 Remote Technical Support to EMEA clients’ End-users following ITIL v3 processes (Incident Management, Problem management for Route Cause Analysis), Change management (Change Advisory Board member), SLA, Customer reporting etc.
Sep 1998 – Sep 2006
Team Lead – End User Support (Captive IT Support Service)
Provided 24/7 technical support to all Internal end users from Offshore delivery center (India) in-house and remote support.
I have completed 15 years Full Time formal education from Indian Government school & Engineering college.
1994 – 1997
Mechanics, Applied Physics, Applied Chemistry, Information Technology Aided Design, CAD, Quality & Quantitative Analysis, Architectural Design.
1992 – 1994
Higher Secondary (Class XII)
1982 – 1992
Secondary (Class X)
English, Mathematics, Physical Science, Life Science, Geography etc.
Please click the button below to download resume to see my full work experience and skills those can be leveraged for your organization’s growth, customer delight, resource & process optimization, profit margin enhancement.