Santosh Singh Thakur

Phone 9890139900 & 8380878677 / Email:[email protected]
PROFILE SUMMARY

·         Innovative, results oriented project manager with over 17 years of experience and a passion for building relationships and exceeding client and management expectations. Proven success in the areas of project management, CRM, customer care centers, operations, software and new product implementations, process re-engineering, and e-business solutions. Strong skills in team building, communication and presentation, as well as inter-department and executive client relations and account management. Client relationship oriented, have always maintained a good connect with board-level stakeholders of diverse nationalities and cultures.

·         Project management certified professional in PRINCE2 & PMP frameworks & in ITIL set of best practices for ITSM.

·         Logical and methodical, extremely reliable and dependable, will deliver the projects to an agreed scope of work, on time and under budget.

·         Simplify, standardize and streamline processes through lean, six sigma and reengineering to drive significant business benefits to the customer.

·         Flexible enough to look for solutions that may be out of the box and open to challenges.

·         Strong capability and knowledge in using ERP tool (SAP)

PROFESSIONAL CERTIFICATIONS SUMMARY

·         PRINCE2 Practitioner certified.

·         PMP (certified in Preparatory training PMI 35 PDU’s)

·         ITIL Foundation certified.

·         CCNA Certified

·         BMC Blade Logic Server Automation Certification

·         MS-EPM (Trained)

·         ISO 20K Trained

·         T-100 Certified in Telecom Province

AREAS OF EXPERTISE

·          IT Project Management

·          IT Operations Management

·          IT Infrastructure Management

·          Service Delivery

·          Customer Relationship Management

·          Change Management

·          Account Management

PROFESSIONAL EXPERIENCE

Ericsson (Contract) June 2019 – Oct 2019

Designation: Migration Consultant

Role: – Program Manager

Location: – Manila Philippines

Project: – DIF (Digital Infrastructure Framework)

·         Project is under discovery phase, creating project artifacts now.

·         Program governance.

·         Deployment strategy and Migration planning

·         Identifies, documents and validates data migration scope, risks, constraints, dependencies and assumptions

·         Develops, documents and validates data migration strategy

·         Engages key users and stakeholders in defining data migration requirements

·         Identifies, documents and validates data migration requirements, technology and IT infrastructure requirements and expectations

·         Identifies source data requirements

·         Assesses source data quality

·         Defines business rules for handling source data

·         Identifies, documents and validates target data requirements

·         Maps and specifies the required transformations from the source data to the target data

·         Validates data migration requirements with key users and stakeholders.

·         Designs a staging area for conducting data transformation and fixing errors

·         Designs target data architecture

·         Maps source, staging and target data architectures to each other including rules and transformations

·         Identifies data migration technology

·         Designs data migration procedures

·         Designs data cleansing procedures

·         Designs data conversion procedures

·         Designs data validation procedures

·         Validates data migration design specifications with key users and stakeholders.

·         Handover data migration execution details to vendor.

PROFESSIONAL EXPERIENCE

Johnson Controls (Contract) Mar 2018 – Aug 2018

Designation: IT Infrastructure Project Manager

Role: – Project Manager

Project:- Peacock Project- Created new Billing center in India For APAC region

·         Manage infrastructure projects, and drive the project team from start through to completion.

·         Define project scope, objectives, milestones and deliverables.

·         Ensure business requirements are suitably defined, understood and signed off.

·         Negotiates with vendors on entitlements and contracts.

Manage the monthly Operating Expense, Capital Spending and Headcount forecasting and budgeting processes for the IT operations.
·         Develop and manage the IT capital plan impacting the domestic locations

·         Assist in implementing service methodologies including but not limited to, incident management, problem management, change management, capacity management, etc

·         Manage/Improve the workflows and throughput for data Centers Operations

·         Management of the team of Data Center Technicians; this includes all aspect of people/performance/rotation management

·         Establishes a professional working relationship with other team members and management staff

·         Manages staff of System/Network/Storage/Database/Mainframe/Virtual Engineers

Strong capability and knowledge in using ERP tool (SAP)
·         Review the risk and impact analysis to ensure that appropriate actions have been planned to minimize the risk & failure on the changes during implementation

·         Regularly communicate project expectations to team members and stakeholders and use their feedback to optimise progress.

·         Negotiate use of resources in a matrix management environment.

·         Phase gate review handled and approved

·         Coordinate and manage project reporting, project reviews and project steering meetings.

·         Tracking IT progress, planning activities, identifying risks.

·         Tracking project budget, Actual spends vs. planned cost tracking and maintaining all documentations required from PMO side for the project.

·         Responsible to handle remote project and manage the teams through different geographies.

·         Work with different geography teams to deliver the solutions to the different customers.

·         Develop and monitor project schedules and timelines to identify and meet critical milestones.

·         Reengineered company’s systems setup, establishing automated server generation routines, optimizing system performance, installing upgrades/patches, establishing system monitoring and maintaining security protocols.

·         Ensured that all server hardware, operating systems, software and procedures aligned with organizational standards and strategic business plan.

·         Revamped Netback up schedule and upgraded servers. Optimized system availability (averaging 99.95% uptime) and equipped company with scalable systems to support business growth.

·         Increased team productivity and automated repetitive tasks by using batch files, Power Shell, VBScript and WMI.

·         Acted as escalation point for troubleshooting advanced network/systems issues; consistently earned 100% issue-resolution scores by providing excellent service to internal and external customers.

·         Directed the implementation and performance tuning of Windows 2003 Server environment for client’s global operations. Delivered a major improvement over old VPN system that catapulted productivity of remote sales force.

·         Led in-house and consultant team in large-scale Linux server upgrade for multinational consulting firm, which significantly enhanced system performance.

·         Resolved a history of problematic network failure by troubleshooting LAN/WAN connections between multiple stores for a regional retail chain.

·         Managed a global data center teams located in Asia, Europe and North America.

·         Created and implemented data center stabilization/rebuild of 8500 square foot data center.

·         Worked with server architects to develop a global server consolidation plan to reduced support costs.

·         Established a global data Center.

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TECH MAHINDRA Limited            FEB 2013 – Mar 2018

Designation: Associate Tech Specialist

Role: – Project Manager

(Project) – Automation / BT-UK/ JCT- Singapore/Bell Canada/Telephonica/Vodafone-UK/ Sun Edison-France

·         Manage projects, and drive the project team from start through to completion.

·         Manage various IT Infrastructure Project types: New Site, Site Moves, and IP Telephony deployments

·         Plan, Execute, Monitor & Control project requirements to ensure business objectives are met

·         Work with customers and technical resources to develop project plans, detailing work break down structures and identify critical path

·         Perform risk management planning, identification and mitigation

·         Leading global IT infrastructure projects and programs such as data center consolidations, M&A integrations/divestitures and / or global network, telecomm and application infrastructure upgrades following a structured PMO methodology

·         Managed supplier relationships to successfully solve complex technical issues resulting in minimal business impact and increased customer satisfaction.

·         Created budget for client/server equipment purchase, installation or relocation for projects

·         Ensure business requirements are suitably defined, understood and signed off.

·         Pro-actively manage project risks and issues and minimise their impact on the project.

·         Regularly communicate project expectations to team members and stakeholders and use their feedback to optimise progress.

·         Oversee Global IT reporting, planning, and forecasting with annual spends.

·         Negotiate use of resources in a matrix management environment.

·         Responsible for generating the monthly dashboards summarizing financial forecasts and reconciliations to actual

·         Problem solving and end to end process mapping

·         Coordinate and manage project reporting, project reviews and project steering meetings.

·         Responsible for the Health, Safety and Welfare of all team members.

·         Initiating actions to fix interruptions to service caused by errors/faults in the IS infrastructure.

·         Production of statistics and reports to demonstrate performance of the Problem Management process.

·         Managing the change logging for all the technologies associated with the project.

·         Monitoring the progress of changes through entire lifecycle.

Ensure the effective and efficient operation of the Change Management process and identify opportunities for improvement.
Discuss the changes with the client during CAB call.
Performing the Post Change Review (PCRs).
Perform queue management through backlog follow up for both open & completed changes.
Review the risk and impact analysis to ensure that appropriate actions have been planned to minimize the risk & failure on the changes during implementation.
·         Responsible to handle remote project and manage the teams through different geographies.

·         Work with different geography teams to deliver the solutions to the different customers.

·         Develop and monitor project schedules and timelines to identify and meet critical milestones.

·         Responsible to deliver the project on the budgeted cost and track the budget.

·         Responsible for Implementation of the projects through all stages.

·         Work with the Delivery Integration Team to ensure that all relevant Teams within the organization are engaged to deliver the service at Implementation.

·         Responsible for remote coordination of infrastructure implementation/integration.

·         Responsible to Estimate the initial project cost and timelines with the help of project team members of different Geography’s or customers as desired.

·         Chairing regular technical Project Review Meetings with teams and Customer and attending Project review meetings with Project stakeholders, providing inputs to the leadership and producing all documentation and minutes as appropriate.

·         Managing risks and issues impacting project deliverables.

·         Escalate relevant issues and risks in accordance to the account specific Process and Risk Management Procedure.

·         Manage all changes in accordance to the Change Management Process preventing the implementation of unauthorized changes and cost exposures.

·         Act as a Primary interface to the customer, vendors and all Organization alliance personnel associated with the project.

·         Proficiency demonstration in Project management tools and process.

TECH MAHINDRA Limited            Mar 2011 – FEB 2013

Designation:  Tech Lead

Role: – Tech Lead IT Delivery

(Project -)TELUS Migration

MANAGEMENT

·         Extensive expertise in Service Operations (Incident management, Problem management, Capacity management)

Initiating actions to fix interruptions to service caused by errors/faults in the ISP infrastructure.
Production of statistics and reports to demonstrate performance of the Problem Management process.
Managing the change logging for all the technologies associated with the project.
Monitoring the progress of changes through entire lifecycle.
Ensure the effective and efficient operation of the Change Management process and identify opportunities for improvement.
Discuss the changes with the client during CAB call.
Performing the Post Change Review (PCRs).
Perform queue management through backlog follow up for both open & completed changes.
Review the risk and impact analysis to ensure that appropriate actions have been planned to minimize the risk & failure on the changes during implementation.
Acting as conduit between project teams and IT delivery teams for capacity/availability.
·         Supporting the implementation of corrective actions by applying Information Technology Infrastructure Library (ITIL) framework knowledge.

·         Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level

Preparation of technical documents like System Requirement Specifications (SRS), Project Management Plan, Configuration Management Plan, High Level Design, Case studies and Help Manuals.
Interaction and Coordination with Clients.
Interaction with international clients to take the requirement specifications, requirement analysis and making proposals.
Handling Project related problems and coordinating with developers/designers.
International Enquiry handling, communication with prospect client for the requirement details, drafting of commercial as well as technical proposal and quotation.
Enforcing Quality Standards, Modular and Integrated Testing.
·         Extensively worked on remote management of customer network that provide Data, voice, ISDN ,frame relay and ATM services

·         Worked with various data center up gradation and migration projects and most of them being banking clients.

·         Active participant in IOS up gradation activities

·         Manage various teams both from process and people front.

·         Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.

·         Imparting /organizing training programs for the subordinates & driving them to achieve pre planned targets; incorporating bonded teamwork and managing healthy environment.

·         Leading & monitoring the performance of service operations ensuring group targets are met.

·         Planning career growth and completing the appraisals for team members; resolving conflicts and liaising for any differences of opinion with the team members and the clients.

·         Work with on-site teams and Clients to optimize Quality, Efficiency, Cost and Customer Value in multiple client engagements

·         Weekly/monthly calls with onshore team for performance review/dashboard

·         Prioritize and allocate projects to be undertaken for improvement based on internal and external quality data

·         Coach, guide and support Operations, Service Quality and Op Ex team to perform improvement tasks which impacts all SLA parameters

·         Interact with Systems and compliance team to ensure all processes are implemented and coordinated for successful completion of all audit activities

·         Build cross domain expertise of Op .Ex team members to enhance their skill and knowledge

·         Work closely with Operation teams to obtain input of diverse views, facilitate generation of ideas, analyze operational risks (FMEA), extend support in managing client escalations (RCA/CAPA) and work across traditional functional boundaries to mitigate risks and establish common goals to deliver value to the business

·          Design and implement KPI measures, measurement systems and visual tracking controls/dashboards to manage process performance for sustainability and continuous improvement.

·         Review various processes and procedures to determine what can be improved from a specific process area and from an end-to-end perspective.

·         Analyze current situation (As-is), identify improvement opportunities and recommend measures (To-be) to re-engineer processes

·         Implemented the improvement plan in order to enhance customer satisfaction

·         Resolved escalation from the process owners in order to achieve production targets.

Technical

·         Hands on experience in installation, configuration and administration of cisco routers (2600, 3600, 7200)

·         Through client network infrastructure had good exposure into Routing and Switching, Ethernets, Sub netting, VLAN, TCP/IP, VPN, OSI model, Access list and servers, route summarization, VLSM, STP, DNS, DHCP, frame relay, MPLS, VPN, HSRP, load balancing techniques.

·         Configuring and troubleshooting RIP, EIGRP, OSPF, and BGP. Switching (VLAN’s, STP, RSTP, HSRP, and VRRP

·         Troubleshooting of  DSL issue on diff provisioning system

·         Handling Trouble ticket & Order on Lynx (Siebel).

·         Administered DNS, DHCP and WINS.

·         Configured Group Policy Objects to create a secure Windows Infrastructure.

·         Provided third level help desk support for problems relating to Active Directory.

·         Created user ID’s, roles, groups OU’s etc.

·         Troubleshooting of Packet loss, no sync network issues on diff DSLAM.

·         Service Up gradation /Degradation of Line.

·         Suspending/Activating a customer’s Circuit.

·         Migration activity and Provisioning of Service.

·         DSLAM: Alcatel 7330, 7302, 7350, Nokia D 500,

Setup JIRA for Project Management
Setup JIRA for Bug Tracking
Setup JIRA for Test Case Management
Configure Agile Boards – Scrum and Kanban
JIRA & Agile (formerly known as Green hopper) Best Practices
Integrating JIRA with Confluence, Fisheye, Crucible
·         Windows XP, Windows 7, UNIX. SQL Server 2008, Postgres, MySQL. SQL,

·         Defect Tracking Tools JIRA. OTRS Testing Tools -TestLink, QC, QTP,

·         Monitoring tool NAGIOS

PREVIOUS CAREER HISTORY

Sep ’06 – Jan 11 INFOSYS BPO PUNE

Designation:   Technical Support Representative (ISP)

Responsibilities:

·         Assisting and guiding Customers in troubleshooting the network issues.

·         Configuring Modems and Routers (GUI), Email Clients, Client Software and Processing order issues.

Marketing Executive

Aptech Computer Education

Mar 2001 to Jun 2006 (5 years 3 months)

·         Overseeing and developing marketing campaigns

·         Conducting research and analyzing data to identify and define audiences

·         Devising and presenting ideas and strategies

·         Promotional activities

·         Compiling and distributing financial and statistical information

·         Writing and proofreading creative copy

·         Maintaining websites and looking at data analytics

·         Organizing events and product exhibitions

·         Updating databases and using a customer relationship management (CRM) system

·         Coordinating internal marketing and an organization’s culture

·         monitoring performance

ACADEMIA

·         Pursuing PG-Diploma in IT from MIT collage Pune.

·         Bachelor’s degree from Pune University

·         Higher Secondary School Certificate from CBSE Board India.

·         Secondary School Certificate from CBSE Board India.

PERSONAL INFORMATION

·         Nationality: Indian

·         Sex: Male

·         Marital Status: Married

I hereby declare that the above-mentioned details are true to my knowledge and belief

Place: – Pune                                                                                                                     Santosh Thakur