WORK HISTORY

Aug 2021 – Current

Director Infrastructure

• Design and implement short- and long-term strategic plans to ensure network capacity meets existing and future requirements.
• Develop, implement, and maintain policies, procedures, and associated training plans for network resource administration and appropriate use.
• Practice network asset management, including maintenance of network component inventory, life cycle management, and related documentation Manage projects and service delivery in line with IT Strategy and project plan.
• Negotiate with vendors, outsourcers, and contractors to secure network products and services.
• Assess, approve and administer all equipment, hardware, and software upgrades.
• Manage and ensure the effectiveness of servers, including e-mail, print, and backup servers, and their associated operating systems and software.
• Responsible for on-site and off-site data. Test network performance and provide network performance statistics and reports; develop strategies for maintaining the network infrastructure.
• Test server performance and provide network performance statistics and reports; develop strategies for maintaining server infrastructure.
• Manage and ensure optimal operation of all network hardware and equipment, including routers, switches, hubs, UPSs, etc.
• Manage and ensure the effectiveness of security solutions, including firewalls, anti-virus solutions, and intrusion detection systems.

Aug 2018 – Current

Director

• Transformed the organization into a center of excellence by providing strategic leadership for ensuring the completion of critical projects within limited time and resources.
• Cost-effectively managed the procurement of tools/applications for the end-to-end project life-cycle efficiently.
• Demonstrated exceptional cross-functional expertise with proven contributions in streamlining IT, HR, Client Service, and other departments’ functioning.
• Implemented reforms in the policies and procedures, drove strategic best practices, and have been responsible for putting the systems and processes in place.
• Hired, trained, and provided strategic guidance to a team of high-performance professionals. Led cross-cultural teams to drive clients’ success by delivering outstanding customer experience and technical solutions in all IT Infrastructure solutions.
• Managed all aspects of the Managed Services practice with focus areas of administration, support, and project delivery. Handled partners and service providers in technology and systems operations associated with complex technical and operational issues.
• Secured new business as a result of effective pricing and negotiations.
• Built custom solutions for a wide range of clientele by leading a cross-functional team comprising In-House, Contracted, Freelance engineers, NOC Techs, and Developers.
• Worked collaboratively with the Managed Services, Support, and DevOps teams to define SLAs and processes for supporting Managed Clouds and Managed Services.
• Planned and implemented tactical initiatives for driving business growth and profitability. Suggested improvements in the service offerings and provided leadership for the successful implementation of new services.
• Maintained Resource Plans for both Managed Services and Managed Cloud.
• Directed the development, maintenance, and documentation of operational infrastructure components, applications, platforms, and/or externally-provided technology solutions.

Aug 2016 – Aug 2018

Technical Head

Prime responsibilities were to collaborate with other senior management to formulate a strategy. Plan and implement better IT systems to ensure business growth with a lesser budget and greater client satisfaction. Other responsibilities include designing policies, overseeing customer service, and implementing technology solutions. Manage contracts and relations with customers, vendors, partners, and other stakeholders. Oversee expenses and budgeting to help the organization optimize costs and benefits.

Feb 2015 – Aug 2015

Lead Tier-3 Engineer (Escalations)

Primarily responsible for providing deep technical troubleshooting to customers with problems that require extensive analysis and research into the backend to determine the root cause of the problems. Act as a technical focal point in relationships with other companies/vendors. Exhibit leadership through personal responsibility, accountability, and teamwork. Manage critical situations on technical and relationship levels.

May 2012 – Feb 2015

Site Reliability Engineer

Prime responsibilities include being solely responsible for set clients. Responsible for managing their requirement and fulfilling their needs. Taking care of remote support for more than 1500 clients and above 12000 servers. Managing all the Technical issues (Software/Hardware), Exchange Server, NOS, Backup Utilities, BlackBerry, etc. Research for the solutions and handle the critical issues to provide the best solutions to our clients and maintain SLAs.
• Provided techno-managerial leadership to ensure smooth and seamless technical operations. Drove preventive and corrective actions at the leadership level to ensure hassle-free project closure and provide necessary resource support.
• Implemented cost-effective solutions by evaluating the latest technology options.
• Improved usability by working with users to determine areas of technology that need improvement.
• Resolved issues and escalated problems with knowledgeable support and quality service.
• Standardized job tasks and trained junior team members on industry best practices and standards.
• Completed reports detailing network and systems performance, costs, and downtime issues.

Mar 2010 – Apr 2012

Senior Support Engineer

Prime responsibilities include being solely responsible for set clients. Responsible for managing their requirement and fulfilling all the Technical issues (Software/Hardware), Exchange Server, NOS, Backup Utilities, BlackBerry, etc. Research for the solutions and handle the critical issues to provide the best solutions to our clients and maintain SLA’s needs. Taking care of remote support for more than 1500 clients and above 12000 servers. The basic platform we work on is Server 2000, SBS2003, Server 2003, Server 2008, etc.

Apr 2008 – Mar 2010

Tech Lead

Prime responsibilities were to manage the team of L2/L3/Escalation engineers and be a single escalation point for any issues related to NOC on day-to-day operations. Managing the support levels for the Cloud Computing Technology provided by the organization to our clients. Other responsibilities include coordinating with seniors to manage the process and taking care of IT Compliances. Inputs for Intranet Development.

Aug 2007 – Mar 2008

Global IT Support Engineer

Responsible for managing the entire internal IT infrastructure and supporting the clients hosting environments. Developing process flow diagrams for various IT incidents. Develop, upgrade & process performance improvement programs for the existing setup at the client’s organization.

Nov 2006 – Jul 2007

Sr. Technical Engineer.

Feb 2005 – Nov 2006

Senior IT Administrator

EDUCATION

1998

SSC

From M.P

2000

HSC

From M.P

2003

BA Psychology

Bachelor in Psychology

2006

Bachelors (BCA)

Bachelor in Computer Application

2009

Master (MCA)

Master in Computer Applications

Current

PhD

Currently pursuing my Ph.D.