Infrastructure/Project Manager Resume Example

• Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.
• Proposed technical feasibility solutions for new functional designs and suggested options for performance improvement of technical objects.
• Implemented and administered advanced Microsoft technologies.
• Oversaw implementation of application developments.
• Identified and corrected performance issues.
• Oversaw the daily performance of computer systems.
• Followed internal procedures for change management, incident management and escalation.
• Reviewed technical documentation and procedures.
• Defined and documented technical best practices.
• Identified and solved technical issues with a variety of diagnostic tools.
• Installed software, modified and repaired hardware and resolved technical issues.
• Provided on-call support for critical issues.
• Inspected security design features, installations and programs to verify compliance with applicable standards and regulations.
• Managed and monitored all installed systems and infrastructure to ensure the highest level of availability.
• Installed, configured, tested and maintained operating systems, application software and system management tools.
• Wrote and maintained custom scripts to increase system efficiency and performance time.

• Design, Build and then provide the daily administration, maintenance, backup, security, and overall knowledge of the Platform for the Unified Reports for the Enterprise application infrastructure for the Treasury/Finance departments.
• Provide reliable troubleshooting and repair and upgrades of all hardware, operating systems, networking, and Applications.
• Apply new technologies to current infrastructure. Emphasis on Information Security.
• Knowledge and expertise in Business Objects, Tableau, Change Management, and systems design was instrumental in the smooth transition from one contractor to the next.
• SLA's to be met or exceeded while taking on administration of several more systems.
• Now in the process of major upgrades of Treasury/Finance Application sitting on the soon to be unsupported Windows Server 2003Maintaining Hardware inventory for all resources sitting in the Phoenix Data Center in Phoenix,US
• Aiding in the preparation of weekly, monthly, and quarterly reports for the Infrastructure in BMC Remedy.Analyzed, planned and implemented the proposed farm architecture plan for the new farm which incorporated Hardware and Capacity Planning, Best practices and Governance.
• Worked on installation and configuration of Sharepoint 2010/2013, Windows Server 2008 and SQL Server 2008/2012 Enterprise edition across a large server (all 64 bit farm)Deployed and created solution packages of InfoPath forms, Lists, Web Parts.Created out of the box InfoPath forms as per the creative and integrated Workflows for approval.
• Installed and Configured SharePoint 2013 Dev/QA/UAT/Prod Environments.
• Explored SharePoint 2013 features and app deployments.Deployed SharePoint 2010 solutions in SharePoint 2013 environments.Configured Farms, Service applications, and web applications.Configured the fundamental service and logical components of a SharePoint implementation
• Administered SharePoint using the Central Administration, IIS and Windows Power Shell.Configured and Managed SharePoint 2013 Search and Managed Metadata and Restore - Performed at entire server farm, farm configuration database, site collections, sub sites and lists
• Monitor health and Performance of the SharePoint environment by using unified logging service, usage service application, developer dashboard and usage reporting.Patching - Updating the SharePoint server to the latest build.Worked on Series of production Deployments
  

• Managing our client infrastructure management needs from capacity planning to production support of the servers.
• Daily NT admin activities and proactive maintenance/support of the servers.Handling day to day small request relating to IIS,SSO,SSL,Websites,
• Performance Monitoring .
• Handling a team of 3 resources from Onsite Including myself.
• Day to day NT admin activity and reports.
• Server capacity planning and implementation.
• Going live for production and necessary DR documentation.
• Providing/Maintaining production support activities for those servers. Reporting in for monthly deck.
• Process improvement plan for patching cycle on all the windows server.
  

Project - Operation Center Incident Management (MSN Microsoft):

ProjectDescription : The GFS Service Operations Incident Response team (OCIR) provides comprehensive incident management for multiple business groups across Microsoft, including consumer facing (such as MSN.com, Hotmail, Live, Office Online), business facing (such as Business Online Services (BOS)), support applications (such as ABCH, SUP, Storage), and infrastructure support (such as ECN, networking, AD, DNS).This support includes responding to incidents (both automated monitoring, as well as escalations from internal staff and external business partners), providing accurate and timely updates on status to internal and external parties (as appropriate) and resolving incidents with a focus on minimizing escalations to supporting engineering teams.

Project Profile : Quality Coach / Team Lead/Analyst

Lead Role:

• Tracking the Incident Management being created & completion of the same within the specified Service Level Agreement (SLA).
• Introduction & implementation of Service Improvement Plans (SIP) & along with identifying the Leans & work on improvement.
• Support total of 80000+ servers including WEB, SQL, Utility and Windows.Single point of contact for Onsite American business stakeholders, application owners & Microsoft Offshore Manager.
• Handling of more volume of work with reduced manpower/resources along with continuous process improvements to reduce the Incident volume.
• Having good People Management skills to drive the team through continuous motivation to take up new challenges.
• Encouraging team to enhance skills through Certifications & in writing white papers & technical articles along with conducting Tech-talks & technical discussions on relevant skilled areas.
• Arrange necessary technical trainings for the team to enhance knowledge & perform better. Insist on as much as documentation possible to reduce problems in process functionality.
• Participation in Quality Roadmap improvement for the project through preparation of Service Delivery Plans (SDP) on phase-wise basis.Actively attending Service Delivery Review Meetings (SDRM) with clients & onsite business stakeholders to understand their needs along with means for catering to the same.
• Act as a Supervisor for conducting & approval of Performance appraisal for the team & assessing all over performance for individuals throughout the year to identify the areas of improvement as well as areas improved & reward them accordingly.
• Proactively participate on QPLC, billability & operational efficiency index with the client to synchronize billing for the team against efforts given.

Quality Coach Role :

• Auditing incident tickets and give feedback based on the laid down process and procedures. Report the quality data weekly Adhere to new process and procedure and maintain a checklist and check it against the audits to make sure the new process procedure is property implemented and strictly adhere to.
• Identifying areas of improvement by getting along with 2 analysts in a day by giving coaching /training on a daily basis.
• Monitoring external QOS (Quality of Service) sent by clients and suggests appropriate remediation and suggestion to get it corrected.Conduct Dipsticks and Training as and when required to check if the procedure is being followed or not. Conduct shift huddles to discuss QOS remediation and audit feedbacks.
• Training Need Identification (TNI) by means of audit feedbacks and trainings being conducted.Triage Audit based upon the existing CEN (Classification Escalation and Notification) and give feedback to Triagers.

Analyst Role :

• Worked as analyst and resolved tickets with no negative QOS as of now.
• Feather in my Cap Award for my excellent communication and Impacting issues being take care of with the help of FTEs.
• Till now 103 documentation updates for better resolution and customer satisfaction. Also 36 update on Microsoft Primus for Tier 1.

Triage Team :

• Analyzing and determining the impact of the issue or alarm which comes into the queue and assigning it severity. And informing fellow colleagues about the same.
• Triage Training & Assessment – Triage Training and assessment being taken to improvise the quality of Triage activities. Numerous Triage documentation and updates provided to the Triage Team
• Incident management involving troubleshooting Windows 2003/2008,SQL 2005/2008 and IIS and supporting more than 1,80,000 production servers for MSN.Working on TNI (Training Need Identification) and VRI (Volume Reduction Initiative).
• Monitoring the queue and auditing of QOS and sending out daily reports as well as weekly reports for client Review.
• Expertise in Monitoring of the production servers from MOM and SCOM .
• Configuring and deploying the management packs using MOM and SCOM.
  

Project  - Dell Technical Support ( Dell Inc.):

Project Description: Providing Technical support ranging from LCD /TV Desktop/Server/Portable/Printer for Dell. Troubleshooting Software/OS and Hardware Related issues. Providing Adequate assistance to customers based in US.

Project Profile : Team Lead / Technical Facilitator/Resolution Specialist

Team Lead/ Technical Facilitator Role :

• Handling one team of 13 members each, ranked 2nd on the floor amongst 90+ teams.
• Liaison with other areas of the Company affecting Technical Support.
• Responsible for Administrative aspects of the teams and data collation/consolidation for the Manager alignment.
• Updating policies Regarding monitoring the TSA's (Software: IEX Total View, FSCMS)Driving and managing periodic shift/process level projects and initiatives.
• Provide operational team management by making appropriate decisions, responsible for the daily monitoring of quality and production of the inbound and the out bounds taken by the agents in the team.
• Auditing and monitoring calls and providing constructive feedback to the agents on Call-to-call, day-to-day basis.

• Worked on team to develop various applications/web applications using VB, SQL, JAVA developing Intranet web portal, integrating several legacy application/tools into a single application.
• Created Java-based portlets and Java Server Pages (JSPs) to build a unified user experience. Used IIS to implement a document catalog, for storing and tagging thousands of user-generated reports.
• Extensive use of Java, JavaScript, SQL, and servlets. Assisted with proof-of-concept reviews and stress testing.