BRIJESH KUMAR

• Region: India
• Customers: Government and Public Sectors including large enterprises and mid-sized organizations in Telecom, Defense etc.
• SCOPE: Collaborate with stakeholders to define project scope and requirements and provided technical expertise to develop solution architecture that aligned with business goals.
• Conduct technical feasibility studies and recommend technology solutions to improve system performance, scalability, and security.
• Work with vendors and third-party service providers to identify and evaluate technology solutions and ensure that they met company's standards.
• Provided technical support to sales team and assisted in development of proposals and statements of work .
• Actively participated in technology community and contributed to development of industry best practices and standards.
• Work closely with cross-functional teams to ensure successful delivery of cloud solutions .
• Provide technical guidance and mentorship to team members.
• Developed and maintained courteous and effective working relationships.
• Demonstrated strong organizational and time management skills while managing multiple projects.
• Participated in team projects, demonstrating ability to work collaboratively and effectively.

Region: Sweden, Germany

Key Customers: Global Customers

Scope:

• Worked effectively in fast-paced environments.
• Skilled at working independently and collaboratively in team environment.
• Resolved problems, improved operations and provided exceptional service.
• Exercised leadership capabilities by successfully motivating and inspiring others.
• Leading and managing team of enterprise architects and ensuring their work meets organization's standards and objectives.
• Developing and implementing enterprise architecture frameworks, principles, and guidelines to ensure that organization's IT infrastructure is aligned with its business goals.
• Ensuring that organization's technology investments are cost-effective, efficient, and meet organization's operational requirements.
• Providing thought leadership and technical guidance to stakeholders across organization.
• Acted as a team leader in group projects, delegating tasks and providing feedback

Region: US, Europe, APAC

Key Customers: Global Banking ,Healthcare, Manufacturing Customers

Scope:

• Primary Key Responsibility Area
• Leading and managing team of technical support specialists and ensuring that their work meets organization's standards and objectives
• Providing technical guidance, support, and troubleshooting assistance to customers using VMware and Cloud technologies
• Developing and maintaining technical knowledge of VMware and Cloud technologies and ensuring that team members are up-to-date with latest developments.
• Developing and maintaining technical support processes, procedures, and documentation to ensure consistent and efficient support delivery .
• Providing regular reports and analysis to senior management on team performance, customer satisfaction, and trends in support requests
• Guide and support growth and success of delivery projects through strategic analysis and project management
• Operations expert with strong business judgement skills and partner heavily with internal and external organizations
• Responsibilities spread across strategic, operational, and tactical business deliveries
• Participated in team projects, demonstrating ability to work collaboratively and effectively.
• Self-motivated, with strong sense of personal responsibility.
• Governance: C-Level service line Dashboard which contain ITSM gauges along with breaches |Daily, weekly & monthly service reviews with internal team & customer stake holders
• Contract compliance: Oversaw 100% compliance of meeting SOW, SLA's and KPI's in accordance with Master Services Agreement
• Process Improvement: Expertise in ITIL Incident/Change/Problem/Release Management including RCA analysis & MIM Process, implemented several workflows in ITSM tool to avoid process breach & expedite approval process
• Improved Customer Satisfaction: Collecting Customer Monthly Service review Feedback, Service Now Transactional CSAT & DSAT, Survey Monkey for NPS Score, annually collecting VOC (Voice of Customer), appropriate Plan of action for DSAT
• MIM for HPI’s Break Fix: Always on top of each high priority incidents over bridge along with customer, ensure MIM process followed correctly and quick resolution or temporary workaround to avoid major business impact.
• Value Add & CSIP: Motivating to team to generate Value add idea, Proposing to customer 30-60-90 days SIP plan in every quarter
• Risk Management: Identify the Risk > Impact analysis > assigning Owner > define Criticality > Acceptance > Mitigating > Closer
• Assigned all Level 1/2 task to common team in respect to multiple different technologies, based on Lean IT methodologies
• Documentation & Central repository: Reviewing HLD, LLD, design document, Run Book, SOP, KB Articles, Weekly / Monthly / Quarterly customer review decks, Capacity, Availability & contractual reports with trend analysis and forecasting
• Vendor Management : Build relationship with vendor with monthly review on behalf of customer, Vendor On-boarding in ITSM
• Transition: Having good exposure in BAU
• Service transition from service partner & parallel run until came out from SLO period, stabilize steady state
• Transformation: Having exposure in Data center hardware refresh, DC Migration, lift & shift, Cut over, Pilot Run & Go live

Region: Europe ,MEA,APAC

Key Customers: Global Airline ,Hotel Industry

Scope:

• Designing and implementing VMware, Windows, and web hosting infrastructure solutions that meet organization's technical and business requirements .
• Developing, maintaining, and administering virtualization and cloud computing environments using VMware vSphere, Hyper-V, AWS, or Azure.
• Managing web hosting platforms, including web servers, web applications, and databases, and ensuring their availability, performance, and security.
• Collaborating with other departments, such as network engineering and security, to ensure cohesive and integrated IT infrastructure .
• Adaptable and proficient in learning new concepts quickly and efficiently.
• Demonstrated leadership skills in managing projects from concept to completion.
• Demonstrated high level of initiative and creativity while tackling difficult tasks.
• Self-motivated, with strong sense of personal responsibility.

Region: US

Key Customers: Global Banking Sector

Scope:

• Managing virtualization environments using VMware vSphere, including installing and configuring ESXi hosts, vCenter Server, and virtual machines .
• Troubleshooting and resolving issues with Windows and VMware systems and applications .
• Providing technical guidance and support to end-users, as well as other IT staff.
• Improved systems with addition of new features and infrastructure.
• Guided acquisition process to capture projected cost and revenue synergies and move combined organization forward.
• Collaborated with upper management to drive strategy and implement new processes.
• Monitored employee tasks to gauge business functions and inefficiencies.

Region: Europe ,US

Key Customers: Global Marketing Customers

Scope:

• Providing technical guidance, support, and troubleshooting assistance to customers using datacenter and server technologies .
• Managing the operation, maintenance, and support of datacenter and server systems, including hardware, software, and networking components .
• Ensuring that datacenter and server systems are available, secure, and operating efficiently.
• Developing and maintaining technical knowledge of datacenter and server technologies and ensuring that team members are up-to-date with the latest developments.
• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
• Built strong relationships with customers through positive attitude and attentive response.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.

Region: India

Key Customers: Airline

Scope:

• Data Centre Implementation & Management for Indigo Airways.
• Installing, configuring, and maintaining server hardware and software, including operating systems, drivers, firmware, and applications .
• Troubleshooting and resolving issues with server systems and applications, including hardware failures, network connectivity, and performance problems.
• Performing routine maintenance tasks such as backups, patches, and updates to ensure system stability and security.
• Provided consistent level of support for Windows servers and backup management.
• Researched and implemented new technologies and methodologies to improve support processes and provide better services to customers.
• Provided extended support to Remote users in 24/7 uptime environment, often working double shifts to accommodate time zones.
• Suggested software and hardware modifications to reduce lag time and improve overall speed.

Region: US, Europe ,APAC

Key Customers: Global Manufacturing ,Telecom , Banking Domain

Scope:

• A.S.P Support For DELL, IBM,HP, CISCO UCS MS,AV, DC Implementation & Management .
• Troubleshooting and resolving technical issues related to product or service, including software, hardware, and network-related problems .
• Used remote diagnostic tools to identify sources of certain customer issues.
• Promoted purchase of service contracts and warranties by detailing benefits of each to customers.
• Explained complex technology-related issues in understandable terms to customers.
• Established empathy with customers through insight into business drivers and expectations to offer personalized service.