Download PDF

Professional Summary

  • Professional with Overall 11+ years of experience in IT Infrastructure Projects and Service Delivery. Currently handling End User Computing projects for clients across the globe in Healthcare, Consumer goods and Financial domain.
  • As Project lead worked on multiple IT infrastructure projects, Service transition projects.
  • Project management experience includes Scope Definition/requirement gathering, Risk/Impact Analysis, Project Planning/Scheduling/Tracking, Status Reports, Resource Planning, establishing Change Management processes.
  • Leadership and Team Management: Experience in managing, training and mentoring team of around 15-18 associates in End user computing and Service Desk domains.
  • Stakeholder management & Satisfaction, Communication & Presentation Skills

Area of Experties

  • Configuration Management Tools: ConfigMgr(SCCM2012), Dell KACE, JAMF Casper Suit
  • Remote Software Deployment, Patch Management, Image Management , Application Packaging
  • Microsoft Server and Desktop Operation System, Linux, Storage and Data Center technologies.
  • Familiar with Cloud Computing: Microsoft Azure, Amazon Web Services
  • Domain Experience: IT Infrastructure, Service Desk and BPO Operations
  • Methodologies: IT Service Management, Project Management, Agile and Waterfall

Educations and Certifications

  • Project Management Professional - Dec 2015
  • Microsoft Certified Technology Specialist (SCCM 2012) - Aug 2014
  • ITIL V3 Foundation - 2012
  • Microsoft Certified Professional(Microsoft Server OS) - 2005
  • Bachelor of Technology - Electronics and Communication - 2003

Work History

Apr 2014Present

Current Role-Project Lead


This role involves helping new customer to transition their IT Infrastructure Services to Dell.  As project lead primary objective is to ensure successful completion of project and handover to operation team in time, within scope. 

Below are key responsibilities 

  • Function as single point-of-contact for issue/risk identification and resolution for external and internal stakeholders.
  • Identify key issues and risk and their impacting the project objective and flag it appropriate stakeholders and create mitigation and get it approved using change management process.
  • Closely work with customers and internal operations teams and ensure coordination among them.
  • Determine and estimate timelines for activities and create project schedule.
  • Organizing weekly, daily meetings with internal or external stakeholders  to share status, forecast, critical data points, reports and providing proactive solutions.
  • Build appropriate control mechanisms to monitor performance and effectiveness of project.
  • Host regular Governance calls to track  progress, manage risks and any issues.
  • Creation and maintenance of internal process document including but not limited to  , future mode of operations, process flow diagrams, roles and responsibility matrix, key performance indicators.
  • Working with solution/sales team to identify key stakeholders and their understand requirements and manage them through out the project.

Achievements and Awards

  • Received highly esteemed Bronze Award in Oct 2015 on Successful Completion of Infrastructure transition project.
Nov 2012Mar 2014

Configuration Management Analyst

DELL SERVICES(Perot Systems)

Worked on multiple projects to provide Software Distribution, Patch Deployment, Application Packaging, and Image Deployment services under Dell's Infrastructure and Cloud Computing Business. Role involved service management and delivery for projects assigned along with managing and training the resources.

Key Responsibilities  

  • Managing and training the team to take care of daily operation utilizing management tools SCCM 2012, Dell KACE, JAMF Casper, MDT.
  • Manage and coordinate urgent and complicated operational issues. Act as escalation point for all requests and incidents.
  • Following ITIL Change management and Incident management framework and using BMC Remedy, OPAS, ServiceNow.
  • Coordinating, implementing and recording UAT, Pilot and Production phases for application deployment, Image deployment.
  • Working with onsite teams and resolver groups on changes, high severity incidents and representing change tickets in CAB meetings.
  • Expert in customer satisfactions and improving customer relationships

Projects Undertaken:

  • Windows7 migration project one of our existing client. Major challenge was to plan the migration of more than10000 workstations using the existing infrastructure. Setup the plans and schedule, identified potential risk and issue and suggested mitigation plans. worked with executing team to monitor the progress and sharing the daily status with internal and external stakeholders.    

Achievements and Awards

  • Trained and mentored new hires to effectively manage daily operations
Mar 2006Dec 2012

Advance Resolution Expert

Dell International Services

Joined as technical support expert in Dell's Hardware business in consumer segment. Supported Dell Laptop, Desktop, Operating System and Software for consumer in United states for couple of years. Moved in L2 role supporting the training the new team members on Dell products and policies. Participated in multiple project ranging from C-Sat improvement project and process improvement, transition of new hires.  

Achievements and Awards

  • Improved customer satisfaction by 4% on completion of Process Improvement Project
  • Setup customer follow up process to improve customer satisfaction and issue resolution.
  • Worked as Subject matter expert for CRM and ITSM tool migrations projects.
  • Develop training programs to develop and refine the skills of the service desk teams.



IDS Infotech

Customer Support Representative

Reliance Infostream Private Limited