Swimming
Hi, I’m
Prashant Kumarr
IT Manager - Infrastructure Specialist
Abu Dhabi
Summary
Extensive experience in executing full life-cycle service delivery projects & quality parameters as per project management and best practice guidelines, targeting assignments in Project Management / Service Delivery Management including oversight of infrastructure, application support and security services. Dedicated to customer satisfaction with focused delivery of technical solutions. Proven leader in directing operations, maintenance and support of complex systems. Develops creative business solutions, leveraging diverse methodologies and delivering engineering solutions for leading organizations. Highly adept in request for proposal development, technology needs assessments and staff training.
Overview
6
years of professional experience
3
Languages
Work History
HCL Technologies Ltd
IT Manager - Infrastructure Specialist
7 2021 - 04.2024
Job overview
- ServiceNow, Jira, SIAM, Project Management, Command Center, Service Delivery Management, ITIL and ITSM
- Optimized helpdesk performance through process improvements, enabling faster response times and increased user satisfaction levels.
- Lead a skilled IT team in providing exceptional technical support, fostering a collaborative environment that promoted professional growth.
- Improved network efficiency by implementing new server configurations and optimizing system operations.
- Developed custom IT solutions to address specific business needs, driving operational improvements and cost savings.
- Promoted collaboration between cross-functional teams by integrating disparate systems into unified platforms for improved communication and workflow efficiency.
- Built, repaired and installed computer-related hardware based on deployment procedures.
- Coordinated IT operations activities to deliver smooth flow of daily business needs.
- Created and terminated user's accounts from start to finish in business applications.
- Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
- Increased system reliability through regular software updates, hardware upgrades, and rigorous testing procedures.
- Offered hands-on support during critical incidents or outages while coordinating with relevant departments to minimize impact on day-to-day operations.
- Managed vendor relationships to negotiate favorable contract terms for hardware purchases and support services.
- Led server infrastructure development, quality assurance, staging and production systems.
- Led a skilled IT team in providing exceptional technical support, fostering a collaborative environment that promoted professional growth.
WNS Global Services
Assistant Manager - ITIL Service Management
08.2019 - 07.2021
Job overview
- ServiceNow, Jira, Local IT Support Operations, Service Delivery Management, ITIL and ITSM
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various projectstasks.
- Analyzed trends in incident reports to proactively identify opportunities for improving overall system stability and user experience.
- Participated in regular audits, ensuring compliance with industry standards and regulations regarding service management practices.
- Improved service management processes by analyzing and implementing best practices in ITIL framework.
- Conducted periodic audits of service desk operations to ensure compliance with internal policies as well as industry standards such as ITIL best practices.
- Streamlined processes with the implementation of ITIL best practices for incident management and service requests.
- Ensured compliance with ITIL best practices during incident management activities, promoting standardized processes across the organization.
- Implemented ITIL best practices to optimize service delivery and drive continuous process improvement initiatives.
- Led workshops on ITIL methodology and best practices to improve internal knowledge and application within the organization.
- Created detailed reports on problem management metrics, demonstrating process effectiveness and areas for further optimization.
- Implemented robust Problem Management procedures, leading to a reduction in recurring incidents and improved system stability.
- Facilitated smooth transitions between software versions through effective change management strategies.
- Streamlined IT service management processes by implementing ITIL frameworks.
- Implemented ITIL best practices in daily operations, leading to increased efficiency and customer satisfaction.
- Leveraged ITIL framework principles to guide decision-making processes throughout each stage of problem analysis and change implementation.
- Implemented ITIL-based service management frameworks to improve consistency in service delivery across the organization.
Tech Mahindra Ltd
Senior Analyst - Infrastructure
02.2016 - 06.2019
Job overview
- SIAM, Managed Services, Jira, ServiceNow Consultant, HPNA-DCO, Compass, NMS, Process Management & Consulting
- Designed and deployed scalable network infrastructure for increased efficiency and reliability.
- Increased system reliability through regular software updates, hardware upgrades, and rigorous testing procedures.
- Ensured smooth transitions during technology migrations by thoroughly planning, executing, and documenting each step of the process.
- Collaborated with IT department to develop infrastructure build-out strategy and outline project scope.
- Designed comprehensive training programs to educate staff on new end-user computing tools and technologies.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Installed and configured operating systems and applications.
- Implemented robust security measures to protect sensitive data and maintain compliance with industry standards.
- Collaborated with cross-functional teams to ensure seamless integration of new technologies into the existing network architecture.
- Contributed to disaster recovery planning efforts by designing resilient networks that could withstand unexpected events.
Adecco India Pvt. Ltd
Data Manager (Vodafone India-UPE and UPW)
05.2015 - 01.2016
Job overview
- Vodafone India-UPE and UPW
- Managed vendor relationships to ensure timely delivery of high-quality products and services at competitive prices.
- Negotiated contracts and service-level agreements with suppliers, ensuring the best value for the organization while maintaining high-quality standards.
- Enhanced data accuracy by implementing robust data validation and quality control processes.
- Migrated legacy systems to modern platforms, minimizing downtime while preserving crucial business information.
- Streamlined data management workflows for increased efficiency and reduced processing time.
- Established consistent naming conventions and metadata standards for improved organization and searchability of data resources.
Education
Open Association of Research SocietyCambridge Massachusetts, USA
F.A.R.S.E. from Fellow of Engineering Research Council
04.2001
Welingkar Institute of ManagementMumbai India
PGDCA from Information Technology Project Management
04.2001
Amity UniversityLucknow India
B.Tech. from Electrical, Electronics And Communications Engineering
04.2001
Skills
Major Incident Management
Accomplishments
“Fellow of Engineering Research Council (FERC)” title by OARS from Global Journals Inc. (US).
“Outstanding Toastmaster Award” from Division I at Tech Mahindra Bangalore Toastmaster Club.
“Amazing Associate Awards” from Tech Mahindra Foundation at Tech Mahindra Pune Campus.
“Amazing Family Awards” from Tech Mahindra Foundation at Tech Mahindra Noida Campus.
“1000 Leaders Training Program” recommended by Tech Mahindra Leadership team at Tech Mahindra Bangalore Campus for Project Management and Leadership Qualities.
First Prize at “Ability to Feasibility” competition by Vodafone India Limited, Lucknow.
“Young Achiever (Amity Ratna) Award” by AIBAS department at Amity University, Lucknow Campus.
“Junior Scientist” title by National Children Science Congress, India.
Interests
Timeline
Assistant Manager - ITIL Service Management
WNS Global Services
08.2019 - 07.2021
Senior Analyst - Infrastructure
Tech Mahindra Ltd
02.2016 - 06.2019
Data Manager (Vodafone India-UPE and UPW)
Adecco India Pvt. Ltd
05.2015 - 01.2016
Open Association of Research Society
F.A.R.S.E. from Fellow of Engineering Research Council
04.2001
Welingkar Institute of Management
PGDCA from Information Technology Project Management
04.2001
Amity University
B.Tech. from Electrical, Electronics And Communications Engineering
04.2001
IT Manager - Infrastructure Specialist
HCL Technologies Ltd
7 2021 - 04.2024
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